Daijiworld Media Network – Mumbai

Mumbai, Jun 22: A district consumer commission in Mumbai has directed budget airline SpiceJet to pay Rs 30,000 to a senior citizen passenger for issuing an incorrect ticket while rerouting his journey in 2020, causing him mental and monetary distress.

The Mumbai Suburban District Consumer Disputes Redressal Commission, in its June 17 order, found the airline guilty of ‘deficient service and negligent behaviour’ after the passenger, a Ghatkopar resident, was forced to miss his PhD online examination due to the airline’s error.

The issue began when the complainant’s return flight from Darbhanga to Mumbai on December 7, 2020, was cancelled due to bad weather. SpiceJet arranged an alternative route via Patna and Kolkata. However, upon reaching Patna, he was informed that his connecting flight to Mumbai was scheduled before his arrival in Kolkata.

Forced to book another ticket at his own expense and ultimately missing his exam, the passenger sought Rs 14,577 as refund, Rs 2 lac in damages, and Rs 25,000 for legal costs. While acknowledging that the flight cancellation was beyond the airline’s control, the commission said SpiceJet failed in its duty by issuing an invalid connecting ticket.

Although the airline later reimbursed the flight fare, the commission ruled that this did not absolve it of responsibility. It noted that the airline's error caused undue hardship and that it should be held accountable for the mental harassment.

The commission awarded the complainant Rs 25,000 for mental agony and Rs 5,000 towards litigation costs.