SpiceJet offers reimbursement option for cancellations, delays

To help flyers in times of disruptions, SpiceJet on Monday unveiled an option that would guarantee travel within a day for passengers whose flights have been cancelled or delayed for over 90 minutes.

SpiceJet would reimburse the passenger for an alternate flight ticket on the airline of their choice in the same route as booked earlier, subject to certain conditions.

The budget carrier's move comes at a time when there are rising instances of flight schedules getting disrupted due to various factors, including weather conditions.

The 'Fly for Sure' option would provide a guaranteed window to avail an alternate flight within 24 hours for travellers once they pay Rs 299 at the time of booking.

"It entitles a traveller booked on SpiceJet, a guarantee of flying in the next twenty four hours in case of a flight delay beyond (90) minutes, missing a flight (no show) not exceeding 30 minutes from airport check-in closure of the original flight or a flight cancellation by the airline," SpiceJet said in a statement.

Passengers can purchase the add-on product by paying Rs 299, an amount that is inclusive of all taxes, while booking for the flight.

"SpiceJet will reimburse the passenger for an alternate flight ticket (not exceeding double the price of the original ticket or the cost of second ticket, whichever is lower) on the airline of their choice in the same sector of the original booking within 24 hours of the original scheduled booking with SpiceJet," the statement said.

To receive the claim benefit, the customer needs to mandatorily submit all required documents/information within seven days of completion of travel on the subsequent booking.

SpiceJet's Vice-President (Business Development) Amit Srivastava said flight disruptions cause lots of inconvenience to passengers. "Hence putting customer convenience first we have introduced 'Fly For Sure' which enables the passenger to complete the travel without any extra financial burden," he added.

The product is now available only for the domestic flights and on the purchase of tickets up to seven days in advance.

The product is not available for booking made for group and/or infant. Also, it cannot be cancelled and non-refundable in isolation, the statement said.

Citing aviation regulator DGCA's reports, SpiceJet said flight formed a huge chunk of the passenger complaints at an average of 27.3 per cent during January-December 2015 period.

"The number of passengers affected by cancellations were 1,16,645, while 7,31,637 passengers faced delays and 13.175 passengers were denied boarding across airlines in the same period," the statement said.