A District Consumer Disputes Redressal Commission has directed SpiceJet to pay ₹55,000 to a passenger due to inadequate service during a 14-hour flight delay from Dubai to Mumbai on July 27, 2024. The commission ruled that providing only a single burger and fries as refreshment during such a lengthy delay was insufficient.
The order was passed by the District Consumer Disputes Redressal Commission (Mumbai Suburban), presided over by Pradeep Kadu and Gauri M. Kapse. The details of the order were released to the public on Monday. The commission stated that while technical glitches are sometimes unavoidable, airlines have a responsibility to look after their passengers until the flight is ready to continue. The commission said that airlines cannot excuse themselves by simply stating that rescheduling, cancellations, and delays are normal in the travel sector.
The passenger argued that the limited refreshment provided by SpiceJet violated the Directorate General of Civil Aviation's (DGCA) Civil Aviation Requirements (CAR). These regulations mandate that airlines must provide adequate food, refreshments, water, and even hotel accommodations based on the length of the delay. The commission agreed with the passenger, stating that "adequate arrangements of meals, refreshments, water and providing necessary relaxing area are required in such a scenario".
SpiceJet defended its actions by citing "technical and operational reasons" for the delay, claiming they were beyond its control. The airline also stated that passengers were informed of the delay and that the complainant boarded the rescheduled flight without objection. However, the commission found that SpiceJet did not provide sufficient evidence, such as flight logs or communications, to prove they had taken all reasonable steps to assist passengers. The commission stated that simply citing technical glitches was not enough to avoid liability.
The commission dismissed the passenger's demand for ₹4 lakh for mental and physical distress, as no supporting documents were provided. Ultimately, SpiceJet was ordered to pay ₹50,000 in compensation for expenses and mental agony, along with ₹5,000 for litigation costs.
