SpiceJet Directed To Refund Fare And Pay ₹52,000 To Srinagar Couple After Boarding Denial

A consumer commission in Srinagar has directed SpiceJet to refund airfare and pay compensation after an elderly couple alleged they were wrongly denied boarding on a Delhi–Srinagar flight despite holding valid boarding passes. The ruling, delivered on 9 June 2026, found the airline responsible for both service deficiency and unfair trade practices in handling the incident.

The case involved Ghulam Nabi Fafoo and his wife, Raja Begum, who had reportedly returned from the Hajj pilgrimage and were travelling back to Srinagar on a SpiceJet flight booked by their son. According to their complaint, they had arrived at the airport well in time, completed check-in formalities, deposited their luggage, and received boarding passes before proceeding to the departure gate without any issue.

However, the couple alleged that they were denied boarding when the process began, despite holding valid documents, and were given no clear explanation by airline staff. They further claimed that other passengers were allowed to board in their place. The complaint also stated that their boarding passes were cancelled and their checked baggage was returned only after several hours, leaving them stranded at the airport.

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Due to the missed flight, the couple reportedly could not secure any alternative travel to Srinagar that day and were forced to stay overnight in Delhi. They eventually booked a more expensive flight the next morning, costing them additional financial burden. The commission noted that the incident caused not only monetary loss but also significant mental distress and inconvenience to the complainants.

In its order, the Srinagar consumer commission bench comprising President Farah Deeba and Member Shabnum Munshi directed SpiceJet to refund the original ticket cost of ₹10,078 and pay ₹52,000 as compensation, bringing the total relief to over ₹62,000. The bench observed that the airline was “liable not only for being deficient in service but also for adopting unfair trade practice,” highlighting the distress caused to the elderly passengers. The commission also noted that the airline’s conduct resulted in “immense mental pain, agony, harassment and financial loss” to the couple. The ruling reinforces consumer protection standards in aviation services, emphasizing accountability for airlines in handling passenger boarding procedures and grievance redressal.

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