Air India was directed to compensate the passenger for the 24-hour flight delay due to negligence and asked to pay Rs 85,000.
The consumer commission, however, refused to refund the ticket cost. | Representational Image
New Delhi: A district consumer commission has ordered Air India to pay a compensation of Rs 85,000 to a passenger over a delay in Bangkok-Mumbai flight in 2018 by more than 24 hours. The commission acknowledged the complainant’s loss of work and mental anguish due to the delay.
In 2018, 33-year-old Mohit Nigam filed a complaint against the airlines for alleged deficient in services and demanded compensation for physical and mental suffering, and loss of work. Nigam claimed that his flight was scheduled to depart Bangkok on a Sunday evening but eventually left late on Monday evening, causing him to arrive in Mumbai much later than planned.
The commission stated, “As the complainant has pointed out the deficiency in service of the opponent, he is entitled to get compensation for physical and mental agony, loss of work but not fully what he has prayed i.e. refund of ticket at both ends.” Nigam presented information obtained through a Right To Information query, which revealed that the delay was a result of the airline’s negligence. The commission noted that the airline failed to follow mandatory requirements before the flight departed from New Delhi to Bangkok, leading to the significant delay.
While the commission recognised the inconvenience and mental distress caused to Nigam, it rejected his request for a refund of the flight tickets. The commission highlighted that Nigam had a hassle-free journey from Mumbai to Bangkok and did not incur additional expenses for another air ticket.
Nigam recounted that despite arriving at the airport three hours before the scheduled departure, the flight was delayed, and passengers were initially informed of a 3 am departure time. However, the flight was later cancelled, causing confusion and delays until accommodations were provided at 5 am.
