Consumer Court Orders SpiceJet to Pay Rs 55,000 for Inadequate Service During 14-Hour Flight Delay
A Mumbai consumer court has directed SpiceJet to compensate a passenger Rs 55,000 for failing to provide adequate care during a 14-hour flight delay. The incident involved a Dubai-Mumbai flight on July 27, 2024, which faced an extended delay. During this time, SpiceJet offered passengers just one complimentary serving of a burger and fries, a move deemed insufficient by the court.
The District Consumer Disputes Redressal Commission emphasised that while technical issues may sometimes be unavoidable, airlines have a clear responsibility to care for passengers during long delays. According to the Directorate General of Civil Aviation’s Civil Aviation Requirements (CAR), airlines must provide adequate food, refreshments, water, and, if necessary, hotel accommodations depending on the length of the wait.
The complainant argued that SpiceJet’s minimal provision violated these rules. The court agreed, noting that airlines should also provide appropriate resting areas and keep passengers well-informed. Despite SpiceJet’s defense citing technical and operational reasons beyond its control, the commission found the airline had not sufficiently demonstrated it took reasonable steps to assist passengers.
While the demand for Rs 4 lakh compensation for mental and physical distress was rejected due to lack of evidence, the court awarded Rs 50,000 for expenses and mental agony, along with Rs 5,000 towards litigation costs.
This ruling underscores the importance of airlines adhering to passenger care standards during disruptions to ensure passenger rights are respected.
