SpiceJet denied boarding to Haj couple, consumer commission awards compensation over Rs 62,000
The District Consumer Disputes Redressal Commission in Srinagar has reportedly directed SpiceJet to refund compensation more than Rs 62,000 to a couple who were allegedly denied boarding despite having valid boarding passes while returning from the Hajj pilgrimage last year.
As per the order dated on June 9, the commission asked the airline to refund the ticket fare of Rs 10,078 and pay Rs 52,000 as compensation for the inconvenience, mental distress and financial loss suffered by the passengers. The complaint was filed by Ghulam Nabi Fafoo, who alleged that he and his wife, Raja Begum, were denied entry to a SpiceJet flight from Delhi to Srinagar on July 8, 2024, despite completing all required travel formalities and reaching the boarding gate on time.
As per the complaint, the couple had travelled to Saudi Arabia for the Hajj pilgrimage and were returning home to Srinagar. Their son had booked tickets on a SpiceJet flight scheduled to depart Delhi at 6:45 pm.
Fafoo told the commission that both passengers arrived at the airport on time, checked in their baggage, collected boarding passes and proceeded to the boarding gate. However, when boarding began, they were allegedly denied entry to the aircraft despite valid boarding passes. The complainant further alleged that airline staff did not provide any explanation for refusing them boarding.
The complaint also alleged that other passengers were accommodated on the flight in their place and that their boarding passes were cancelled by the airline.
According to the complainant, their checked-in baggage was returned only after several hours, by which time no flights to Srinagar were available. As a result, the couple had to spend the night at Delhi airport.
The following morning, they purchased fresh tickets on an IndiGo flight to Srinagar for Rs 13,450, resulting in additional expenses.
The commission, headed by President Dr Farah Deeba and member Shabnum Munshi, reportedly observed that the airline was liable for deficiency in service and had adopted an unfair trade practice.
According to the reported order, the commission held that the airline’s actions caused the complainant mental agony, harassment and financial loss, and ruled in favour of the couple by directing SpiceJet to refund the original airfare and pay compensation.