The District Consumer Disputes Redressal Commission has penalized SpiceJet, ordering the airline to compensate a passenger with ₹55,000. The decision was made because the commission found the provision of a burger and fries inadequate for a flight delayed by 14 hours. The order was delivered last week by the commission’s President, Pradeep Kadu, and member Gauri M. Kapse, with details released recently.
The commission noted that the delay stemmed from a technical issue and that SpiceJet was responsible for looking after its passengers until the flight took off.
The commission strongly criticized the airline’s response, stating that it was not enough for SpiceJet to claim that delays and cancellations are normal. According to the commission, appropriate arrangements such as food, beverages, and resting areas are essential, and passengers deserve to be kept informed. The commission noted that only a burger and fries were given during the long delay.
The commission added that because SpiceJet did not provide evidence to justify the lack of service, it was reasonable to assume that the arrangements were inadequate. The complainant had booked a flight with SpiceJet from Dubai to Mumbai on July 27, 2024. This flight was significantly delayed.
The passenger’s complaint stated that during the extended delay, SpiceJet did not provide adequate amenities, only providing a burger and fries once. This, the passenger argued, was a violation of the Directorate General of Civil Aviation (DGCA) guidelines, particularly the Civil Aviation Requirements (CAR).
The CAR guidelines require airlines to offer food and refreshments based on the waiting time and to arrange hotel accommodations if delays exceed a certain time.
SpiceJet argued that the delay was caused by operational and technical issues and stated that it could not have done anything about it. It also referred to the CAR’s exemptions for airlines in extraordinary circumstances such as technical problems. The commission stated that if the airline claimed to have taken all reasonable steps, it needed to prove it.
However, the commission also dismissed the passenger’s claim of ₹4,00,000 for mental and physical distress, stating that the passenger did not offer any details or proof of their food expenses.
Taking into account the case’s circumstances, the commission decided that the passenger should receive ₹50,000 as compensation for their expenses and mental suffering. The commission also ordered SpiceJet to pay ₹5,000 toward the cost of the lawsuit.
