A Bengaluru family’s holiday to Bhutan was badly disrupted after their SpiceJet flight from Bengaluru to Bagdogra faced a nearly 16-hour delay on April 4, 2024.
The extensive delay caused major disruption to their Bhutan tour plans, resulting in additional expenses near ₹30,000. After filing a complaint with the Bengaluru I Additional District Consumer Commission, the family was awarded ₹12,000 compensation along with interest and litigation costs.
The commission found SpiceJet’s communication lacking, and the airline unable to provide credible reasons for the delay, rejecting its defence citing weather and operational challenges.
Flight Delay Impact and Consumer Grievance
RN Nagaraj and his family were stranded as their supposed 1:30 pm flight took off only at 5 am the next day. Despite hotel accommodation offered overnight by the airline, the family had to reschedule bookings related to their Bhutan trip, incurring financial and emotional strain.
The airline’s communication was delayed and sporadic, failing to notify passengers promptly about the worsening delay. This led Nagaraj to seek redressal through a consumer complaint, highlighting the poor service and late information that aggravated their predicament.
Legal Proceedings and Verdict
During legal proceedings, SpiceJet did not file a timely response and was heard ex parte by the commission. The airline claimed non-liability for onward travel disruptions, citing weather and operational factors but lacked evidence to substantiate these claims.
The commission ruled that airlines are responsible for effective communication and quality service during delays. SpiceJet was ordered to pay ₹10,000 with 7.5% interest and an additional ₹2,000 for legal costs, setting a precedent affirming consumer rights.
Airline Policies vs Real-World Experiences
SpiceJet’s passenger rights policies provide for refreshments, compensation vouchers, and hotel accommodations depending on delay duration. However, real cases reveal significant gaps between official norms and passenger experiences.
Similar complaints and rulings, like a recent Mumbai commission ordering SpiceJet to pay ₹55,000 for providing only a “single burger and fries” during a 14-hour delay, underline systemic deficiencies in managing passenger care during delays. The Directorate General of Civil Aviation’s Civil Aviation Requirements (CAR) mandate airlines to provide adequate meals, refreshments, and accommodations, yet enforcement and compliance remain inconsistent.
Expert Advice on Consumer Rights in Flight Delays
Consumer rights experts advise passengers to immediately document communications and expenses when flight delays occur. Passengers should request written confirmation of delay reasons and keep all receipts for extra costs incurred due to the delay.
Complaints can be filed with district consumer forums or the aviation regulator, DGCA, if airlines fail to provide reasonable care and compensation. Experts emphasise awareness of CAR guidelines, which legally entitle passengers to meals, accommodation, and financial compensation depending on delay severity. They also recommend using official airline complaint platforms and escalation channels to resolve issues promptly.
The Logical Indian’s Perspective
This story is a stark reminder of the need for airlines to take consumer safety and satisfaction seriously, not only through policies but in earnest practice. The Logical Indian advocates for a fair, empathetic approach where airlines go beyond mere compliance to ensure travellers feel supported and respected during disruptions.
Transparent communication, timely updates, and adequate passenger care should be non-negotiable responsibilities.
