SpiceJet To Compensate Passengers For Delays, Cancellations

In a never-before approach to enhance passenger satisfaction, budget carrier SpiceJet has said it will compensate its passengers for delays and flight cancellations. However, compensation will be paid only if it is the airline’s fault that leads to such delays and cancellations.

Passengers, whose flights are delayed by more than 60 minutes "due to reasons in control of SpiceJet," will be eligible for a voucher worth Rs 500 for their next travel. Similarly, flyers facing a delay by more than 120 minutes will be given a voucher worth Rs 1,000.

Passengers facing delays due to reasons not in control of the carrier, such as bad weather and air traffic congestion, will not be eligible for any compensation. Although the Directorate General of Civil Aviation (DGCA) tried to link compensation with the fare, it could not materialise due to vehement opposition from the airlines.

Speaking about its "on-time guarantee" programme, SpiceJet's chief commercial officer Kaneswaran Avili said, "We have delivered a significant improvement in our on time performance (OTP) over the past few months. This is our way of ensuring our customers that we will continue to deliver our OTP. We are not just saying it but guaranteeing that we will not delay our flight.

“As soon as the flight gets delayed or cancelled, a passenger will receive a message and mail (used at the time of booking) indicating the voucher details and redemption process. Affected customers can also claim their 'on time guarantee' voucher by visiting the website www.spicejet.com," added Avili. The vouchers can be redeemed on its website.
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