Delhi District Consumer Court, while giving a big verdict against Air India, has ordered the airline to pay a compensation of Rs 1.5 lakh. The court held that despite purchasing expensive tickets, basic facilities were not provided to the passengers, which is a direct violation of consumer rights. The court termed this as a serious deficiency in the airline service.
This case is of September 2023, when Shailendra Bhatnagar was traveling with his daughter in an international flight from Delhi to New York. According to the complaint, both the seats in the plane were broken and were not reclining. The call button and inflight entertainment system were not working. Additionally, the washrooms were dirty and smelly and the quality of food was also described as very poor.
No relief received even after complaint
Passengers allege that they complained to the cabin crew several times, but no seriousness was shown. Later, a legal notice was also sent to Air India, but no satisfactory response was received from the company. After this the matter reached Delhi Consumer Court.
Court’s comment: Heavy fare, yet poor service
After the hearing, the court clearly said that when the airline charges heavy fares from the passengers for international flights, then it is its responsibility to provide them a safe and respectable journey. Traveling with broken seats, poor inflight system and dirty facilities is against consumer rights.
1.5 lakh compensation order
The Consumer Court ordered that Rs 50,000 be given to the father, Rs 50,000 to the daughter and Rs 50,000 be given as litigation expenses. Although the court did not accept the demand for refund of the entire ticket amount, it also made it clear that there can be no compromise with the honor and safety of passengers.
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