Consumer forum fines SpiceJet

Hyderabad: Hyderabad District Consumer Disputes Redressal Forum has fined SpiceJet Limited for deficiency in services.

According to a complaint filed with the forum, Mr Jay Prakash Minda, 42, booked three tickets from Hyderabad to Chennai and back.

A day prior to their journey on July 15, 2017, they received a message from SpiceJet informing them that due to terminal congestion at Hyderabad, they would have to report for check-in 120 minutes prior to the departure time. After two hours of receiving the message, they got a message from SpiceJet informing that the scheduled flight from Hyderabad to Chennai was cancelled due to operational reasons.

Even for their return journey, they did the same due to delay in the arrival of the scheduled flight. The complainant added that they were forced to book tickets with another airline due to such deficiency in service.

SpiceJet contended that flights were cancelled because of operational reasons which were beyond their control. They informed the complainant well in advance about the developments. As regards to the refund of amount for tickets booked, they directed the complainants to contact the help desk, which they did not do.

SpiceJet stated that the claim of complainants for payment of difference amount spent for their flight journeys with other airlines is untenable as they are contrary to Provisions of the Carriage by Air Act 1972, Rules and Regulations. The airline contended that there is no deficiency in service on their part.

The Hyderabad District Consumer Disputes Redressal Forum opined that in view of this finding, SpiceJet is not liable to pay the difference amount as claimed by complainant. However, in regard to refund of amount related to the booked tickets, the company is liable to pay the amount, which it has not done so far.

SpiceJet also did not evince any interest or initiate any action in refunding the amount for tickets booked, which allegedly caused mental agony. This shows deficiency in service on their part.

The forum ordered SpiceJet to refund `4,818 towards the amount for tickets booked, `7,000 as compensation for mental agony and sufferance, and `3,000 as costs of litigation.