The Srinagar Consumer Commission has reportedly directed SpiceJet to refund the air ticket price and pay compensation totaling more than $62,000 to a couple who were allegedly denied boarding despite having valid boarding passes while returning from performing Hajj last year.
The committee asked the airline to refund the cost of the ticket $10,078 and payment $The Indian Express newspaper reported, citing an order issued on June 9, that the couple had to pay $52,000 in compensation after they had to spend the night at Delhi airport and book an alternative ticket to Srinagar the next morning.
The complaint was filed by Ghulam Nabi Favo, who alleged that he and his wife Raja Begum were prevented from boarding a SpiceJet flight from Delhi to Srinagar on July 8, 2024, despite completing the check-in formalities and reaching the boarding gate on time.
The bench, which includes chairperson Dr Farah Diba and member Shabnom Munshi, reportedly found that the couple had to buy new tickets on an IndiGo flight the next morning at a higher price of $100. $13,450.
“The opposite party (SpiceJet) is liable not only for the shortcomings in service but also for adopting unfair trade practices towards the complainant. It is also submitted that due to this action by the opposite party, the complainant has suffered immense mental anguish, agony, harassment and financial loss,” the English daily quoted the commission’s order as saying.
Denied boarding despite having valid passes
According to the reported complaint, Favo and his wife were returning to Srinagar after performing Hajj. Their son had booked SpiceJet tickets for the evening flight scheduled to leave Delhi at 6:45 pm and arrive in Srinagar at 8:20 pm.
The couple claimed they arrived at the airport well before departure, completed check-in procedures, handed in their luggage and obtained boarding passes before heading to the boarding gate.
The Express report added that when boarding began, they approached the gate with their valid boarding passes, but were allegedly not allowed to board the plane.
Favo told the committee that although they sought an explanation, the airline staff failed to provide any reason for denying them boarding.
Had to spend the night at the airport
The complainant also alleged that “blue-eyed people” were accommodated on the plane instead of them and that the airline canceled their boarding passes, IE reported.
According to the complaint, their checked baggage was not returned until several hours later, at which time no flights to Srinagar were available.
As a result, the couple had to spend the night at Delhi airport, resulting in great inconvenience and mental distress, the report added.
The next morning, they booked seats on an IndiGo flight to Srinagar at a much higher price, incurring additional expenses.
Holding SpiceJet responsible for the inconvenience and financial losses suffered by the couple, the panel ruled in favor of the complainant and awarded compensation along with a refund of the original ticket cost.
