A couple returning from the Haj pilgrimage were denied boarding by SpiceJet despite having valid boarding passes and checking in on time. Stranded at Delhi Airport, they had to spend the night there before booking a costlier IndiGo flight to Srinagar the next day. Following the ordeal, a Srinagar consumer commission directed SpiceJet to refund their ticket cost and pay ₹62,000 in compensation. Here’s what happened.
SpiceJet Directed To Compensate Couple For Denying Boarding
According to The Indian Express, a Srinagar-based couple, Ghulam Nabi Fafoo and Raja Begum, were returning from the Haj pilgrimage on July 8, 2024. They were scheduled to fly from Delhi to Srinagar on a SpiceJet flight but were denied boarding despite holding valid boarding passes.
The couple had completed check-in, collected their boarding passes, and handed over their luggage to the airline. However, when boarding began, airline staff stopped them and asked them to wait while the other passengers boarded the flight. When they sought an explanation, no reason was provided.
As a result, the couple was forced to spend the night at the airport. Their son later booked them an IndiGo flight to Srinagar for ₹13,450, a significantly higher fare. They subsequently filed a complaint with the consumer commission, seeking a refund and compensation for the ordeal.
What Did The Srinagar Consumer Commission Say?
As per reports, SpiceJet did not appear before the commission and did not file any written report in this matter, prompting the Srinagar Consumer Commission to decide the case solely on the evidence provided by the couple.
The bench comprising Dr Farah Deeba (President) and Ms Shabnum Munshi ordered SpiceJet to refund the ticket amount of ₹10,078 to the couple and pay ₹52,000 as compensation.
The commission acknowledged that due to the airline’s action, “the complainant has suffered immense mental pain, agony, harassment and financial loss.” The order further read that if the airline fails to pay within 45 days, the amount will carry interest at 12% per annum.
Also Read: Dirty Toilets On AC Train Costs Indian Railways ₹60,000 Fine After Passenger Complaint
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Why was SpiceJet directed to pay compensation to the couple?
The consumer commission found that the couple was denied boarding despite having valid boarding passes and completing all required travel formalities, causing them financial loss and inconvenience.
Why were the passengers denied boarding?
According to the case, the couple was not given a clear reason for being denied boarding despite repeatedly asking the airline staff.
Can an airline deny boarding to passengers with valid boarding passes?
Airlines may deny boarding in certain situations, such as overbooking, security concerns, or operational reasons. However, they are generally expected to provide a valid reason and follow applicable passenger compensation rules.