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The passenger claimed SpiceJet’s meagre provisions breached DGCA rules, which require airlines to provide food, drinks and hotel stays during long delays
The Commission criticised the airline’s defence, which claimed flight rescheduling, cancellation, and delays are commonplace. (Representative/AP)
The District Consumer Disputes Redressal Commission has ordered SpiceJet to pay Rs 55,000 to a passenger, finding that ‘one burger and French fries’ were insufficient provisions during a 14-hour flight delay. The ruling, issued last week by Commission Chairman Pradeep Kadu and Member Gauri M. Kapse, was detailed on Monday.
The Commission cited a “technical fault” as the cause of the delay and stated that the airline “cannot escape its duty to care for its passengers until their onward journey and departure of the flight.”
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The Commission criticised the airline’s defence, which claimed flight rescheduling, cancellation, and delays are commonplace.
The District Consumer Disputes Redressal Commission observed, “In such cases, proper arrangements for food, water, refreshments, and rest areas are essential. Passengers must be fully informed. It cannot be overlooked that during a delay of over 14 hours, passengers were provided only a burger and French fries.”
The Commission stated that, as the airline failed to provide details regarding the service deficiency, there is ample reason to believe its arrangements were inadequate. The complainant had booked a SpiceJet flight from Dubai to Mumbai on July 27, 2024, which was excessively delayed.
The passenger argued that the airline’s minimal provisions violated the guidelines of the Directorate General of Civil Aviation (DGCA), particularly the Civil Aviation Requirements (CAR), which mandate that airlines must provide food and refreshments based on waiting time and arrange hotel accommodations for extended delays.
SpiceJet contended that the delay was due to ‘operational and technical reasons’ and cited CAR provisions allowing exemptions in ‘exceptional circumstances’ such as technical faults. However, after evaluating both sides, the commission decreed that SpiceJet needed to substantiate claims of having taken all reasonable steps.
While the commission rejected the passenger’s claim for Rs 4,00,000 in compensation for suffering, stress, inconvenience, and fatigue, citing a lack of evidence of food expenditure, it ruled that Rs 50,000 should be awarded for expenses incurred and mental distress. Additionally, the airline was instructed to pay Rs 5,000 towards the complainant’s litigation costs.
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