People cheat either because
1. they're scum and want action outside domesticity
OR
2. they're looking for something they're not finding in partner. Not fault, mind you. Some kind of connection.
The movie didn't show #2 though it said that thing about soulmate. KJo needed to show why the respective partners couldn't do it for the hero/heroine. But it showed SRK/Rani's characters not even trying to make it work. The message I got was they're both scum. I didn't feel like rooting for scum to live happily ever after.
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