The South West District Consumer Disputes Redressal Forum observed that act of the airline's staff was "unjustified" as nowhere in the terms and conditions of the e-ticket was it mentioned that on carrying excess baggage the passenger is liable to pay any extra amount and asked the airline to refund the money taken from the daughter of complainant, Mrs Shukla.
"Nowhere in the terms and conditions of the e-ticket was it mentioned that on carrying excess baggage the opposite party (SpiceJet) is entitled to charge any amount. We are of the opinion that the airline has wrongly charged the amount of Rs 700 from complainant's (Mrs Shukla) daughter...
"...This action was quite unjustified and arbitrary by which undoubtedly she (the daughter) suffered from a sense of insecurity, harassment and mental agony for which she is entitled to be reasonably compensated," said the bench headed by Narendra Kumar.
In her complaint, Shukla had submitted that she had purchased a ticket from SpiceJet for her daughter