Did SpiceJet Fail a Senior Citizen by Issuing Wrong Tickets?
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Synopsis
A senior citizen faced distress and financial loss due to SpiceJet's negligence in issuing incorrect flight tickets. The District Consumer Disputes Redressal Commission ruled that the airline must compensate him, highlighting the importance of accountability in customer service.
Key Takeaways
- SpiceJet was ordered to pay Rs 25,000 for issuing incorrect tickets.
- The incident highlights the importance of accurate ticketing.
- Flight cancellations due to weather do not excuse negligence in service.
- Consumers should verify their tickets upon issuance.
- The ruling emphasizes accountability in the airline industry.
Mumbai, June 22 (NationPress) The District Consumer Disputes Redressal Commission in Mumbai (Suburban) has mandated budget airline SpiceJet to compensate a senior citizen with Rs 25,000 for issuing incorrect flight tickets, which resulted in mental distress and financial loss.
This incident occurred in December 2020 when the senior citizen from Ghatkopar booked a round-trip ticket from Mumbai to Darbhanga with SpiceJet.
While the onward journey was executed as planned, the return flight was canceled due to adverse weather conditions.
Recognizing the urgency of the situation—since he needed to attend a PhD online exam in Mumbai on December 8—the airline arranged an alternative route via Patna and Kolkata.
Regrettably, the replacement booking was flawed. The connecting flight from Kolkata to Mumbai was set to depart before he could even arrive in Kolkata from Patna.
This error left him stranded in Patna, compelling him to buy a new ticket for the next day at his own expense. Consequently, he missed his significant online examination.
The senior citizen subsequently approached the consumer forum, alleging negligence and inadequate service from the airline.
He sought a refund of Rs 14,577, along with Rs 2 lakh for mental anguish and Rs 25,000 for legal costs.
In response, SpiceJet argued that the flight cancellation was due to bad weather, an event beyond their control, and that they had refunded the fare through the booking agent.
They also claimed that the alternate flight ticket was issued at no cost to the passenger.
While the consumer commission acknowledged that the flight cancellation was not the airline's fault, it noted that the issuance of an incorrect ticket constituted clear negligence.
Although the airline later reimbursed the complainant, the commission emphasized that this did not absolve them of the initial mistake.
The commission also pointed out that the passenger could have mitigated further issues by carefully verifying the ticket upon issuance.
Nonetheless, it concluded that the airline was at fault for causing unnecessary stress and inconvenience.
In a final order issued on June 17, the commission instructed SpiceJet to pay Rs 25,000 as compensation for mental distress and Rs 5,000 for litigation costs.
Point of View
This incident underscores the necessity for airlines to uphold a high standard of service. While unexpected cancellations may occur due to factors beyond control, the onus remains on the airline to ensure accurate ticketing. The commission's ruling serves as a reminder that customer service must be a priority for all airlines.
NationPress
22/06/2025
Frequently Asked Questions
What led to the compensation ordered by the commission?
The commission ordered compensation due to SpiceJet's negligence in issuing incorrect tickets, which caused the senior citizen mental distress and financial loss.
Was the flight cancellation the airline's fault?
No, the flight cancellation was due to bad weather, which was beyond the airline's control.
How much compensation was awarded?
The commission directed SpiceJet to pay Rs 25,000 for mental agony and Rs 5,000 for litigation expenses.
