In a recent ruling by the District Consumer Disputes Redressal Commission-I, U.T. Chandigarh, M/s Air India Ltd. has been ordered to compensate passengers for providing deficient services during a flight from New York to Delhi.
The complaint, filed under Section 34 of the Consumer Protection Act 2019, highlighted the distressing experience faced by the complainants during their journey on January 20-21, 2023. Despite booking business class tickets, the passengers were subjected to discomfort due to defective seats. Particularly, Rajesh Chopra, a brain stroke patient, suffered physical pain and swelling in his legs and feet during the 14-hour flight.
Quoting the words of the presiding judge, “The complainants are senior citizens and have purchased business class tickets… and the facilities of the business class seats were not provided by the OP during the journey.” Despite attempts to address the issue through correspondence, including emails and legal notices, the matter remained unresolved.
After careful consideration of the evidence presented, the Commission found in favor of the complainants. The airline was directed to compensate the passengers with ₹50,000 for mental agony and harassment, along with ₹10,000 as litigation costs. The ruling emphasized the obligation of service providers to ensure the comfort and safety of passengers, especially in cases involving vulnerable individuals.
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The order stipulated a 45-day compliance period for M/s Air India Ltd. Failure to adhere to the directive would result in additional interest charges at a rate of 12% per annum on the specified amounts.
Additionally, pending miscellaneous applications were deemed disposed of, and certified copies of the order were to be provided to both parties.
Case Name: Rajesh Chopra Vs M/s Air India Ltd.
Case No.: Consumer Complaint No. : CC/270/2023
Bench: Pawanjit Singh, President, and Suresh Kumar Sardana, Member
Order Dated:02.02.2024
