The District Consumer Disputes Redressal Commission in Mumbai has directed SpiceJet to pay Rs. 55,000 to a passenger after holding the airline guilty of deficiency in service during a prolonged flight delay. The panel came down heavily on the carrier for offering only a “single burger and fries” to travellers stuck for over 14 hours.
The Complaint
The case stemmed from a Dubai–Mumbai flight on July 27, 2024, which was “inordinately delayed,” forcing passengers to remain stranded for half a day. The complainant alleged that despite clear rules laid down by the Directorate General of Civil Aviation (DGCA) under the Civil Aviation Requirements (CAR), SpiceJet failed to provide adequate meals, refreshments, or accommodation, instead serving passengers just a complimentary burger and fries.
What the Commission Observed
The Mumbai Suburban Consumer Commission, led by President Pradeep Kadu and Member Gauri M. Kapse, rejected the airline’s defence and underscored its duty of care.
“The airline cannot escape from its responsibility to take care of passengers until the flight is ready for departure,” the Commission noted, stressing that mere reference to delays being “normal in the travel sector” was not a valid justification.
The order highlighted that passengers must be supplied proper meals, refreshments, drinking water, and suitable waiting areas in the event of extended delays. It further held that SpiceJet had failed to prove it had complied with these obligations.
SpiceJet’s Stand — and Why It Failed
SpiceJet argued that the delay was due to “technical and operational issues” beyond its control, and cited exemptions available under CAR for “extraordinary circumstances.” The airline also maintained that passengers were regularly updated and eventually boarded the rescheduled flight without objection.
However, the Commission was not persuaded. It pointed out that no records, flight logs, or proof of adequate arrangements were placed on record. “Simply citing provisions of the CAR and Carriage by Air Act without documentary support cannot absolve the airline of liability,” the order stated.
Compensation Ordered
The complainant had sought ₹4 lakh in compensation for stress, inconvenience, and additional expenses. The Commission found this demand excessive, noting that no receipts for extra expenses were furnished.
Balancing the circumstances, it awarded ₹50,000 for mental agony and hardship, along with ₹5,000 as litigation costs — a total of ₹55,000.
Broader Implications
The ruling serves as a reminder to airlines of their obligations under DGCA norms. While acknowledging that technical glitches may sometimes be unavoidable, the Commission emphasized that passengers must not be left in distress with inadequate facilities. A “burger and fries” for a 14-hour wait, it concluded, fell far short of acceptable standards.
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