SpiceJet suffers heavy loss for issuing wrong ticket; directed to pay Rs 25,000 compensation to passenger

SpiceJet then provided alternate tickets for travel from Patna to Kolkata and then from Kolkata to Mumbai on the same day. However, upon reaching Patna, the airport authorities informed him that the issued tickets were incorrect, as the connecting flight from Kolkata to Mumbai was scheduled to depart before his arrival in Kolkata. As a result, the complainant had to book another flight for the next morning at his own expense, causing him significant hardship, mental anguish, and financial loss.

Due to these complications, he also missed his online examination because of delays in getting back to Mumbai. Consequently, he approached the consumer panel, alleging deficient service and unfair trade practices on the part of the airline. He sought a refund of the fare amounting to Rs 14,577, along with Rs 2 lakh for mental anguish and Rs 25,000 for litigation costs.

In its defense, SpiceJet argued that the flight cancellation was due to bad weather, which was beyond its control, and thus its liability is limited under the Carriage by Air Act, 1972. The airline asserted that an alternate flight was provided at no additional charge and that the complainant was refunded the full ticket amount through his booking agency.

The commission stated in its judgment that while the airline had made all necessary efforts to provide an alternate ticket, the ticket issued was incorrect. The opposite party (airline) reimbursed the complainant after realizing the mistake. "The opposite party had made its own efforts to compensate the financial loss suffered by the complainant," the commission said. However, it also stated that the airline cannot evade responsibility for the negligent act of issuing the wrong ticket to the complainant.

The commission ruled, "In our opinion, the opposite party is guilty of deficiency in service and negligence by issuing the wrong ticket, which caused mental harassment to the complainant. The complainant should be compensated for mental agony as well as legal expenses." The commission, therefore, directed the airline to pay Rs 25,000 to the passenger for mental anguish and Rs 5,000 toward litigation costs.