Consumer court orders SpiceJet to pay Rs 55,000 after serving just one burger and fries during a 14-hour flight delay, citing passenger neglect and poor care.
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MUMBAI: The District Consumer Disputes Redressal Commission (Mumbai Suburban) has directed SpiceJet to compensate a passenger with Rs 55,000 for failing to provide adequate care during a 14-hour flight delay. The case underscores the responsibility of airlines to uphold passenger welfare, even when delays occur due to technical issues.
The Case: ‘One Burger and Fries During 14-Hour Wait’
The incident dates back to July 27, 2024, when a passenger traveling from Dubai to Mumbai faced a delay of over 14 hours. During this period, SpiceJet allegedly provided only a single serving of a burger and fries to the stranded passenger. Arguing that this amounted to inadequate service and violated aviation rules, the complainant took the matter to the consumer forum.
The passenger relied on the Directorate General of Civil Aviation’s (DGCA) Civil Aviation Requirements (CAR), which mandate that airlines must provide sufficient food, water, refreshments, and, in cases of longer delays, hotel accommodations. The Commission agreed with the complainant, stating that SpiceJet had failed in its duty of care by not ensuring proper arrangements.
SpiceJet’s Defense
SpiceJet defended its stance by attributing the delay to unavoidable technical and operational issues. The airline further claimed that passengers had been informed and that the complainant boarded the rescheduled flight without raising objections.
However, the Commission found the defense insufficient, noting that the airline failed to provide concrete evidence, such as flight logs or communication records, to support its claims.
The Commission emphasized that citing technical glitches alone does not absolve an airline from its responsibility to provide adequate facilities to its passengers during prolonged delays.
Compensation Awarded
While the complainant had demanded Rs 4 lakh for mental and physical distress, the Commission dismissed the higher claim due to a lack of evidence. Instead, it awarded:
- Rs 50,000 as compensation for mental agony and expenses.
- Rs 5,000 towards litigation costs.
This totals Rs 55,000 payable by SpiceJet.
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