SpiceJet ordered to pay Rs 62,078 to couple denied boarding on Haj return flight

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NEW DELHI: A district consumer commission in Srinagar has directed SpiceJet to pay Rs 62,078 to a Haj returnee and his wife after they were denied boarding despite having valid boarding passes and checking in on time. The commission held the airline liable for deficiency in service as well as unfair trade practice.

What was the dispute about?

The complainant, Ghulam Nabi Fafoo, a resident of Srinagar, along with his wife Raja Begum was returning from the Haj pilgrimage on July 8, 2024. His son had booked SpiceJet tickets for them which was scheduled to depart from Delhi at 6:45 pm and arrive in Srinagar at 8:20 pm. The couple reached New Delhi airport well before the scheduled departure, completed check-in, collected their boarding passes and handed over their luggage to airline staff. They then waited at the boarding gate. However, when boarding began, they were not allowed to board the flight and when he asked for reason, the airline failed to explain. The couple alleged that other passengers were accommodated in their place and their boarding passes were cancelled by the airline and their luggage was also returned. The couple was forced to spend the night at the airport as there were no flights available for Delhi to Srinagar. The next morning they booked an IndiGo flight to Srinagar at a higher fare of Rs 13,450. The complainant then approached the consumer commission seeking a refund and compensation.

SpiceJet was served notice but did not appear before the commission and also did not filed any written response. As a result, the case proceeded entirely on the basis of the complainant's evidence.

What did the commission say?

The bench comprising Dr Farah Deeba (President) and Ms Shabnum Munshi (Member) found that the couple had completed all travel formalities and held valid boarding passes and still they were not allowed to board the flight. The commission noted that SpiceJet's failure to even appear and contest the complaint reflected what it called "arrogance on the part of the OP not to respond to the complaint," which had caused serious mental pain, agony, harassment and financial loss to the couple. The commission concluded that the airline's conduct amounted to both deficiency in service and unfair trade practice, and directed SpiceJet to pay a refund of Rs 10,078, along with Rs 50,000 as compensation for mental agony, harassment and financial loss and Rs 2,000 towards litigation costs. If SpiceJet fails to pay within 45 days, the refund and compensation amounts will carry interest at 12 per cent per annum from the date of default.