A consumer commission in Mumbai has ordered SpiceJet, a budget airline, to pay a total of Rs 30,000 to a senior citizen who experienced mental agony and financial loss due to an incorrect ticket issuance during a rerouted journey in December 2020. The passenger had booked a round-trip ticket from Mumbai to Darbhanga, but the return flight was cancelled due to bad weather. SpiceJet arranged an alternate travel route via Patna and Kolkata, but the ticket was issued incorrectly, causing the passenger to miss his connection.
As a result, the passenger had to book another flight at his own expense and missed an important PhD online examination in Mumbai. He approached the consumer panel seeking a refund of Rs 14,577, compensation for mental agony, and litigation expenses. The commission acknowledged SpiceJet’s efforts to reroute the journey and later reimburse the passenger, but ruled that the airline was guilty of “deficient service and negligent behaviour” by issuing an incorrect ticket, which caused the passenger mental harassment.
The commission noted that the passenger also had a role in the error, as he could have checked the ticket when it was issued and rectified the mistake on the spot. However, the commission concluded that the passenger deserved compensation for the ordeal and directed SpiceJet to pay Rs 25,000 as compensation and Rs 5,000 towards litigation costs.
The ruling highlights the importance of airlines providing accurate and efficient services to their passengers, even in situations beyond their control. The commission’s decision serves as a reminder to airlines to prioritize passenger convenience and well-being, and to take responsibility for their actions. The case is particularly notable as it comes at a time when SpiceJet is recovering financially, having reported a standalone profit after tax of Rs 324.87 crore in the March 2025 quarter. Despite this, the airline must still prioritize customer satisfaction and compensate passengers for any losses or hardships caused by their actions.