Air India has been ordered to pay two former passengers Rs 1.5 lakh in compensation following complaints about poor in-flight facilities. The District Consumer Disputes Redressal Commission in Delhi delivered the verdict earlier this week — while denying the original plea for a full refund of Rs 3.18 lakh and compensation of Rs 10 lakh.
According to a Bar and Bench report, the passenger and his daughter had filed a complaint after travelling on an Air India Delhi–New York–Delhi flight in September 2023. Shailendra Bhatnagar had booked economy-class tickets through MakeMyTrip and also named the booking portal as a party in the case.
“Commission is of the view that the complainant will be entitled to compensation for causing mental agony and harassment for not providing the facilities for which a considerable amount was charged,” the order reportedly said.
What are the allegations?
Bhatnagar alleged multiple infrastructural lapses during the journey — including broken and uncomfortable seats, malfunctioning controls and call buttons, and inoperative entertainment screens. He also claimed there was a foul odour inside the aircraft and unhygienic washrooms. The complaint flagged poor quality of food and beverages served on the flight and also alleged a lack of response from the cabin crew despite repeated complaints.
The order passed by a coram of President Poonam Chaudhry and member Shekhar Chandra noted that the former passenger had provided photographic evidence showing the condition of the seats. Bhatnagar had also sent a legal notice to the airline detailing his grievances but received no response from the airline.
Air India denies claims
The airline has denied the claims and insists its aircraft underwent routine checks before being cleared for departure. Air India alleged that the complainant and his daughter had requested an upgrade to business class, which could not be granted due to a lack of available seats. They suggested that the complaints surfaced only after the request was turned down. The airline also insisted that the cabin crew had assisted the passengers and offered alternative amenities during the flight.
“In a market where consumers wield considerable influence, service providers are frequently scrutinised for even minor inconveniences experienced by consumers. The complainant, in this case, being a dedicated patron of Air India, anticipated an upgrade. The denial by Air India staff was unacceptable to the complainant. Consequently, he attempted to manipulate the facts by alleging false accusations in order to attain a benefit that would otherwise be unattainable,” read an excerpt from the order shared by Bar and Bench.