SpiceJet Ordered to Pay Rs 62,000 to Couple After Denied Boarding

SpiceJet has been instructed to reimburse more than Rs 62,000 to a couple from Srinagar due to their alleged denial of boarding at Delhi airport after their Hajj pilgrimage last year. Ghulam Nabi Fafoo and his wife, Raja Begum, faced difficulties after being denied access to their flight despite having legitimate boarding passes, timely check-in, and completed formalities.

According to a report in The Indian Express, on June 9, 2026, a consumer commission in Srinagar ruled in favour of the couple, ordering the airline to refund the ticket price of Rs 10,078 and provide additional compensation of Rs 52,000. Their ordeal began on July 8, 2024, when they were due to travel from Delhi to Srinagar on a scheduled flight.

Their son had booked tickets for a flight departing at 6:45 pm, arriving in Srinagar at 8:20 pm. The couple claimed to have reached the airport well in advance and completed all check-in procedures, including luggage submission and obtaining boarding passes. Despite being on time at the boarding gate, they were reportedly barred from boarding the aircraft.

Fafoo stated that upon requesting clarification from the airline personnel, he received no explanations. He further alleged that other passengers, whom he referred to as “blue-eyed people,” were allowed to board in their place. Additionally, their boarding passes were rescinded without reason.

The couple's luggage was returned hours later, which caused them to miss all available flights to Srinagar that day. Consequently, they had to spend the night at the airport and secure tickets for an IndiGo flight the following morning at a cost of Rs 13,450—a significant increase from their original fare.

The consumer commission, which included President Dr Farah Deeba and member Shabnum Munshi, found SpiceJet at fault for the financial and emotional distress the couple endured. The commission concluded that the airline had not only failed in its service duties but had also engaged in unfair trade practices. They recognised the substantial mental anguish and financial loss suffered by the complainants as a direct result of the airline's actions.

The decision underscores the expectations passengers have regarding airlines fulfilling their obligations, particularly in critical situations such as returning from significant travels like the Hajj pilgrimage.