Mumbai: Consumer Court Orders SpiceJet to Pay Rs 55,000 for Failing Passengers During 14-Hour Delay

Mumbai, 2nd September 2025: For passengers stranded at airports, a single burger and fries is hardly a fair trade for 14 hours of waiting. That was the clear message from the Mumbai Suburban District Consumer Disputes Redressal Commission, which has directed SpiceJet to pay a passenger ₹55,000 in compensation for failing to meet its obligations during a marathon flight delay.

The case dates back to July 27, 2024, when a Dubai–Mumbai flight was grounded for more than half a day. During this time, passengers were offered only a complimentary burger and fries. One frustrated passenger moved the consumer forum, arguing that the meagre provision violated DGCA’s Civil Aviation Requirements (CAR), which mandate airlines to provide meals, refreshments, and sometimes even accommodation depending on the length of a delay.

Presided over by Pradeep Kadu with member Gauri M. Kapse, the Commission was unequivocal in its ruling. “The delay was due to a technical glitch, and the airline cannot escape from its duty to look after its travelers till the flight gets ready and operational,” the order stated.

The panel dismissed SpiceJet’s defence that delays are a “normal” part of air travel, stressing that adequate food, refreshments, drinking water, and proper resting arrangements are not optional but necessary. It pointed out that passengers were left with just one meal for more than 14 hours, which fell far short of required standards.

SpiceJet claimed protection under “extraordinary circumstances,” arguing that the delay was caused by operational and technical reasons beyond its control. The airline further maintained that passengers were kept informed and eventually boarded the rescheduled flight without protest.

But the Commission rejected the explanation, saying the airline failed to provide documentary proof or flight records showing steps taken to reduce passenger inconvenience. Merely citing regulations, it said, was insufficient.

The complainant had sought ₹4 lakh for mental agony and inconvenience. The Commission found no evidence of additional expenses but awarded ₹50,000 for mental suffering and ₹5,000 towards litigation costs, totaling ₹55,000.

The ruling is seen as a stern reminder to airlines that passenger care is a non-negotiable duty, even when delays are caused by technical glitches. Regulators may not prevent disruptions, but consumer courts can – and will – ensure that travellers are treated with dignity during them.

For passengers, this judgment strengthens the message that minimal facilities won’t do. For airlines, it serves as a wake-up call to ensure compliance with DGCA norms or face financial and reputational repercussions.