SpiceJet Ordered to Pay Passenger ?55,000 for Poor Care During 14-Hour Flight Delay
The District Consumer Disputes Redressal Commission, Mumbai Suburban, has pulled up SpiceJet for failing to look after a passenger during a 14-hour flight delay. The airline has been ordered to pay ?55,000 in compensation, after the bench found that offering just a burger and fries for such a long wait amounted to deficient service.
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What Happened
A passenger booked a SpiceJet flight from Dubai to Mumbai on July 27, 2024, which was delayed by more than 14 hours. During this time, he was given nothing more than a complimentary burger and fries. Arguing that this violated the DGCA’s Civil Aviation Requirements (CAR)—which mandate adequate meals, refreshments, and even hotel stay for prolonged delays—the passenger sought ?4 lakh in compensation for the mental and physical distress caused.
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Airline’s Defence
SpiceJet claimed the delay was due to “technical and operational reasons” beyond its control and that passengers had been kept informed. It also argued that the complainant boarded the rescheduled flight without raising any objection.
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Commission’s Findings
The consumer commission was not convinced. It held that:
Technical issues may happen, but airlines cannot ignore their duty of care.
A single meal was grossly inadequate for a 14-hour delay. Passengers should have been provided with proper meals, refreshments, water, and a comfortable waiting space.
SpiceJet failed to provide evidence—like flight logs or communication records—to show it took reasonable steps to ease passengers’ inconvenience.
The panel also noted that while the complainant’s claim of ?4 lakh was excessive and unsupported, compensation was still warranted.
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The Verdict
SpiceJet was directed to pay:
?50,000 for mental agony and expenses incurred.
5,000 towards litigation costs.
Totaling 55,000 to the passenger.
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Takeaway: Airlines may face unavoidable technical delays, but this ruling reminds carriers that passengers cannot be left stranded with token meals. Proper care and amenities are not optional—they are a legal obligation.
