New Delhi | The District Consumer Disputes Redressal Commission in Srinagar has directed SpiceJet to pay ₹62,078 to a Haj-returning couple after they were allegedly denied boarding despite holding valid boarding passes and completing all required travel formalities. The Commission held the airline liable for deficiency in service and unfair trade practice.
The complaint was filed by Srinagar resident Ghulam Nabi Fafoo and his wife, Raja Begum, who were returning from the Haj pilgrimage on July 8, 2024. Their son had booked SpiceJet tickets for their journey from New Delhi to Srinagar on a flight scheduled to depart at 6:45 p.m.
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According to the complaint, the couple reached Delhi airport well before departure, completed the check-in process, collected their boarding passes and handed over their baggage before proceeding to the boarding gate.
However, when boarding commenced, they were allegedly denied permission to board the flight despite possessing valid boarding passes. The complainants alleged that the airline failed to provide any satisfactory explanation, accommodated other passengers in their seats, cancelled their boarding passes and returned their checked baggage.
With no other flight available to Srinagar that night, the couple was forced to spend the night at the airport. The following morning, they booked tickets on another airline at an additional cost of ₹13,450 to complete their journey.
The couple subsequently approached the District Consumer Commission seeking reimbursement of their expenses and compensation for the mental agony, harassment and financial loss they allegedly suffered.
Although notice was served, SpiceJet neither appeared before the Commission nor filed a written response. Consequently, the case was decided on the basis of the evidence produced by the complainants.
After examining the records, the Commission observed that the passengers had completed all travel formalities and possessed valid boarding passes but were still denied boarding. It concluded that the airline’s conduct amounted to deficiency in service and unfair trade practice.
The Commission directed SpiceJet to pay ₹10,078 towards reimbursement, ₹50,000 as compensation for mental agony, harassment and financial loss, and ₹2,000 towards litigation costs, taking the total award to ₹62,078.
The order further states that if the airline fails to make the payment within 45 days, the reimbursement and compensation amounts will carry interest at the rate of 12 per cent per annum from the date of default until payment.
The Commission observed that denying boarding to passengers who have completed all travel formalities without a valid reason amounts to a violation of consumer rights and may attract liability under consumer protection laws.
