Jet Airways (India) Limited and its Chandigarh branch have been penalized Rs 50,000 as compensation by the UT District Consumer Disputes Redressal Forum for ‘deficiency in service’ and ‘maltreatment’.
Preeti Bala, a microbiologist, was nominated for a training programme at Trivandrum from May 23 to 27, 2011. She purchased a confirmed air ticket from Jet Airways (India) Limited for her journey from Delhi to Thiruvananthapuram by paying Rs 10,200.
As per the schedule, the flight was to take off from Delhi at 8 am on May 22 and it was to reach Thiruvananthapuram on the same day. According to the complainant, on the day of the flight, she reached the airport before 6 am and approached the flight officials for her boarding pass. However, they refused her the boarding pass, saying that there was no seat in the aircraft. She was issued the boarding pass for a flight on the next day instead, which she ultimately had to take.
According to the complainant, as the boarding pass was denied to Bala, she had to stay at the house of her relative and spend on additional transportation. She had to suffer mental and physical harassment because of denial of the boarding pass and sought relief for the same.
In its reply, the airline stated that she was denied the boarding pass as she reached late and the other passenger, who was in the waiting list, was given the boarding pass. However, the time at which she reached the airport was not mentioned.
The forum adjudged that since Bala was permitted to undertake the journey on a flight the following day on the same amount, she was not entitled for refund of the ticket fare. However, the forum observed that she suffered mental harassment on being denied the pass on the stipulated date and ended up missing an important conference. Hence, the forum penalized the airline and directed it to pay the litigation costs of Rs 15,000.