A consumer commission in Srinagar has ordered an airline to refund the ticket fare and pay substantial compensation to an elderly couple who were denied boarding on their return flight from the Haj pilgrimage, despite holding valid passes and completing all procedures.
Ghulam Nabi Fafoo and his wife Raja Begum had been traveling back to Srinagar after fulfilling their religious obligations. Their son had arranged tickets for an evening flight from Delhi to Srinagar on July 8, 2024, scheduled to depart at 6:45 pm and arrive at 8:20 pm.
The couple reached the airport well ahead of time. They completed check-in, handed over their luggage, received boarding passes, and proceeded to the boarding gate as instructed. However, when boarding began, airline staff prevented them from boarding the aircraft without providing any explanation.
Their checked baggage was returned only after several hours, by which point no other flights to Srinagar were available that day. As a result, the couple had no choice but to spend the night at the Delhi airport, enduring significant inconvenience and distress.
The following morning, they purchased new tickets on another carrier at a higher cost of ₹13,450 to complete their journey home. The original ticket fare had been ₹10,078.
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In its ruling on June 9, the commission held the airline accountable for deficient service and unfair practices. It directed the carrier to refund the original ticket amount and pay an additional ₹52,000 in compensation, bringing the total award to more than ₹62,000. The order recognized the mental agony, harassment, and financial losses the couple suffered due to the incident.
The bench observed that the passengers had fulfilled all requirements yet were still refused boarding, leading to unnecessary hardship. The decision underscores passenger rights and the responsibilities of airlines in handling such situations responsibly.
This case highlights the challenges travelers can face even after proper check-in procedures and the recourse available through consumer forums when services fall short. The couple’s experience serves as a reminder for air travelers to remain vigilant and aware of their entitlements when disruptions occur.
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