SpiceJet Fined Rs 55,000 for Passenger Neglect During 14-Hour Flight Delay
The District Consumer Disputes Redressal Commission (Mumbai Suburban) has ordered SpiceJet to pay Rs 55,000 to a passenger for failing to provide proper care during a 14-hour flight delay.
The case dates back to July 27, 2024, when a passenger flying from Dubai to Mumbai was left stranded for over 14 hours. During this entire period, the airline allegedly offered only one burger and fries. The passenger argued that this was not only inadequate service but also a violation of aviation guidelines.
According to the Directorate General of Civil Aviation’s (DGCA) Civil Aviation Requirements (CAR), airlines must provide passengers with enough food, water, and refreshments during delays. If delays extend for longer durations, hotel accommodation must also be arranged. The Commission agreed that SpiceJet had failed in its duty by not ensuring such basic facilities.
SpiceJet’s Argument
The airline claimed that the delay was due to unavoidable technical and operational issues, and that passengers were kept informed. However, the Commission rejected this explanation as SpiceJet could not provide evidence such as flight logs or communication records. The Commission stressed that citing “technical glitches” does not free an airline from its duty to look after passengers.
Compensation Ordered
The passenger had sought Rs 4 lakh as compensation for mental and physical suffering, but the Commission reduced the claim, saying there was no proof for such a high demand. It instead ordered:
- Rs 50,000 for mental agony and expenses
- Rs 5,000 towards legal costs
In total, SpiceJet must pay Rs 55,000 to the passenger.
This case highlights that airlines cannot ignore passenger welfare during long delays and must strictly follow DGCA’s guidelines.
