For failing to serve the promised meal to a family travelling to Port Blair, the consumer forum has directed SpiceJet to pay Rs 35,500 as compensation for mental agony and physical harassment to complainant Rajeev Tandon, a resident of Sector 7, Chandigarh.
The airline, despite being informed in advance, did not make alternate arrangement for serving food to the passengers. The complainant had moved the district consumer disputes redressal forum against Gurgaon-based SpiceJet Ltd and ticket agent Sandesh Kanwar Corporate Flyers Pvt Ltd based in Sector 17, Chandigarh, accusing them of deficiency in service and following unfair trade practice.
Tandon had planned to take his family to Port Blair in winter vacations. He had booked four tickets on SpiceJet SG-104 for his family members for December 24, 2014, by paying Rs 73,028 through Sandesh Kanwar Corporate Flyers Pvt Ltd on November 27, 2014. Along with the tickets, he had opted for meals, especially for his son Arman, who is suffering from cerebral palsy and has to be carried on a wheelchair all the time.
The flight was scheduled to take off at 7.55am and had a 40-minute stopover at Calcutta. The flight was delayed from 7.55am to around 10am and the whole family of the complainant had not taken any breakfast outside the flight expecting to have the same during the flight.
The family was not served any food in the flight and on enquiry from the cabin crew, the complainant was told that the option of giving food to passengers in the flight has been cancelled. Following which, he said SpiceJet should have at least informed the passengers.
Adding to their miseries, even when the flight was stopped for 40 minutes at Calcutta, the passengers were asked to remain inside the aircraft due to which the family could not arrange for food. Rajeev, seeing the condition of his son, requested the crew to provide some food to his son in lieu of some extra money, but to no avail. When the family reached Port Blair, they found the wheelchair of their son missing in their luggage, after which they contacted the SpiceJet staff. They were informed that the staff had mistakenly dropped the wheelchair of the child at the Kolkata Airport. The complainant had to carry his son in his arms for full day till the wheelchair was returned to him.
Meanwhile, Spicejet claimed that due to some dispute with its caterer, it had failed to supply the meals to the complainant and the co-passengers. Disagreeing with the contention of SpiceJet, the forum said Spicejet, being a reputed company, should have made alternate arrangements for the meals.