Srinagar: A District Consumer Commission in Srinagar has directed budget carrier SpiceJet to pay rs 62,078 to Haj piligrim and his wife after they were denied boarding despite holding valid boarding passes and completing all check-in formalities. The comission held at the airline guilty of deficiency in service and unfair trade practice, saying the couple suffered financial loss, harrasment and mental agony due to the incident.
The case relates to July 8,2024, when Ghulam Nabi Fafoo and his wife, Raja Begum, were returning to Srinagar from New Delhi after completing the Haj piligrimage. According to the complaint, they reached Delhi Airport well before the scheduled departure of their SpiceJet Flight, checked in their luggage, collected boarding passes and waited at the boarding gate.
However, when boarding began, the couple was allegedly refused entry onto the aircraft without any valid explanation. They claimed that other passengers were allowed to board while their boarding passes were cancelled. Their checked-in baggage was returned only hours later, leaving them stranded at the airport overnight as no other flights to Srinagar were available that evening.
Forced to arrange alternate travel, the couple booked tickets on an early morning IndiGo flight at a higher fare, incurring additional expenses.
After hearing the matter, the Srinagar District Consumer Commission observed that SpiceJet failed to justify denying boarding to passengers who had fulfilled all travel requirements. The commission ruled that the airline’s conduct amounted to both deficiency in service and an unfair trade practice.
The commission ordered SpiceJet to:
Refund ₹10,078, the original airfare paid by the couple.
Pay ₹50,000 as compensation for mental agony, harassment and financial loss.
Pay ₹2,000 towards litigation expenses.
The total compensation awarded comes to ₹62,078.
The commission also noted that SpiceJet did not appear before it or contest the complaint during the proceedings, leading to the matter being decided based on the evidence presented by the complainants.
The ruling reinforces consumer rights in the aviation sector, making it clear that airlines can be held accountable if passengers are denied boarding despite complying with all required procedures. It also highlights that consumers who suffer financial loss and inconvenience due to airline negligence are entitled to seek compensation under the Consumer Protection Act.
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