A Srinagar consumer commission has ordered SpiceJet to refund airfare and pay more than ₹62,000 in compensation to a couple who were allegedly denied boarding at Delhi airport despite completing all travel formalities after returning from the Hajj pilgrimage.
The order comes nearly two years after the incident, with the commission concluding that the airline was responsible for both deficient service and unfair trade practices. The couple claimed they were left stranded overnight in Delhi and had to purchase fresh tickets to reach Srinagar the following day.
Couple alleges they were denied boarding without explanation
According to the complaint filed by Ghulam Nabi Fafoo, he and his wife, Raja Begum, were scheduled to travel from Delhi to Srinagar on a SpiceJet flight on July 8, 2024, after completing the annual Hajj pilgrimage.
Their son had booked tickets for the evening flight, and the couple said they reached the airport well before departure, checked in their baggage and collected valid boarding passes before proceeding to the boarding gate.
However, when boarding began, airline staff allegedly refused to allow them onto the aircraft despite their documents being in order. Fafoo claimed that repeated requests for an explanation went unanswered and that the airline cancelled their boarding passes without assigning any reason.
The complaint further alleged that other passengers were accommodated on the flight while they were left behind.
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Overnight ordeal led to additional expenses
According to NDTV, the couple stated that their checked baggage was returned only after several hours, by which time all flights to Srinagar had departed for the day. They were forced to spend the night at Delhi airport before booking seats on an IndiGo flight the following morning at a significantly higher fare.
Besides the unexpected financial burden, they argued that the experience caused considerable mental distress and physical inconvenience after completing the demanding pilgrimage.
The complaint sought compensation for the additional expenses, harassment and the inconvenience suffered because of the airline's actions.
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Consumer commission rules against airline
According to NDTV, the Srinagar consumer commission, headed by President Dr Farah Deeba and member Shabnum Munshi, ruled in favour of the complainant on June 9, 2026.
The commission directed SpiceJet to refund the original airfare of ₹10,078 and pay compensation of ₹52,000, taking the total award to more than ₹62,000.
In its order, the commission observed that the airline's conduct amounted to both a deficiency in service and an unfair trade practice. It noted that the passengers had suffered financial loss as well as mental agony because of the incident.
The ruling reinforces consumer rights in cases where airlines deny boarding without adequate justification, particularly when passengers have fulfilled all required travel procedures.
