The District Consumer Disputes Redressal Commission in Mumbai Suburban has ordered SpiceJet airline to pay a passenger ₹55,000 in compensation, ruling that providing only a single burger and fries during a 14-hour flight delay constituted inadequate service and a failure to provide proper care. The order was passed by a bench comprising President Pradeep Kadu and member Gauri M. Kapse.
Background of the Case
The complainant had booked a SpiceJet flight from Dubai to Mumbai scheduled for July 27, 2024. However, the flight was delayed by over 14 hours. During this extensive waiting period, the passenger alleged that the airline provided only a complimentary serving of a burger and fries. He contended that this level of service was a direct violation of the Directorate General of Civil Aviation’s (DGCA) Civil Aviation Requirements (CAR), which mandates that airlines must provide adequate food, refreshments, and, in cases of longer delays, hotel accommodations.
Arguments of the Parties
The passenger argued that the airline failed in its duty of care. He sought compensation amounting to ₹4 lakh for the mental and physical distress caused by the prolonged delay and insufficient amenities.
SpiceJet, in its defence, attributed the delay to “technical and operational reasons” that it claimed were beyond its control. The airline maintained that passengers were kept informed about the situation and that the complainant boarded the rescheduled flight without raising any objection at the time.
Commission’s Analysis and Ruling
The commission observed that while technical glitches may be unavoidable, an airline is not absolved of its responsibility to care for its passengers. It held that SpiceJet had an obligation to ensure proper arrangements were made until the flight could resume.
The bench concurred with the complainant that the provision of a single meal was insufficient for a 14-hour delay. “Adequate arrangements of meals, refreshments, water and providing necessary relaxing area are required in such a scenario,” the commission noted in its order.
Crucially, the commission found that SpiceJet failed to substantiate its claims. It noted that the airline did not present any evidence, such as flight logs or other official communications, to prove that it had taken all reasonable measures to mitigate the passengers’ inconvenience. The commission concluded that simply citing “technical glitches” was not a sufficient defence to escape liability for deficient service.
However, the commission dismissed the complainant’s claim for ₹4 lakh, stating that no supporting documents had been produced to justify such a high amount for mental and physical distress.
Final Order
Based on its findings, the commission directed SpiceJet to pay the passenger ₹50,000 as compensation for the expenses incurred and the mental agony suffered, along with an additional ₹5,000 towards the costs of litigation, bringing the total award to ₹55,000.
