Delhi Consumer Court awards a sum of Rs. 1.5 lakhs as compensation for poor service by an airline company

Introduction

A recent ruling by the District Consumer Disputes Redressal Commission–VI in New Delhi ordered a flight company to pay a total of ₹1.5 lakh in compensation related to poor service on a Delhi to New York flight.

Facts and Background

Complainant and his daughter boarded the flight economy class tickets for the Delhi–New York–Delhi route in September 2023. The passengers described the experience as a "nightmare" or "horrible," alleging:

- Broken/uncomfortable seats.

- Malfunctioning in-flight entertainment systems.

- Unhygienic washrooms.

- Poor quality food service.

- Unresponsive or callous cabin crew.

The complainant sought a full refund of the ticket price (around ₹3.18 lakh) plus ₹10 lakh in compensation for mental agony and harassment.

Decision

The commission found deficiency in service by Air India, as the airline failed to provide basic facilities expected for the fare paid, causing mental agony and harassment. Air India denied the claims as "unfounded," but the forum rejected this. The Forum thus awarded a sum of Rs. 50,000/- each to both father and daughter as compensation and further sum of Rs. 50,000/- as litigation expenses.

Conclusion

This case highlights passenger rights under India's consumer protection laws for in-flight service lapses on international flights, even if not involving delays or cancellations. It once again affirmed that the rights of consumer need to be prioritized, more so, when a separate act like a Consumer Protection Act, governs the same.

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