Air India must pay Rs 1.5 lakh to two former passengers after a consumer forum found service lapses on a Delhi to New York flight in September 2023. You should note that the order followed a formal complaint over in flight conditions.
Consumer Forum Issues Order
The District Consumer Disputes Redressal Commission in Delhi passed the order this week. You can see that it rejected the demand for a full refund of Rs 3.18 lakh and a compensation claim of Rs 10 lakh.
Who Filed the Complaint
Shailendra Bhatnagar filed the case after travelling with his daughter in economy class. You should know that he booked the tickets through MakeMyTrip for the Delhi to New York journey.
What Went Wrong on the Flight
Shailendra reported broken and uncomfortable seats during the trip. You also read about faulty seat controls and call buttons. He pointed to dirty washrooms and poor quality food and beverages.
Cabin Crew Response
He said the cabin crew did not respond properly to his repeated complaints. You can understand how this added to his frustration during a long international flight.
Evidence and Legal Notice
The Commission reviewed photos submitted as evidence. You should also know that Air India did not reply to the legal notice sent by the complainant which worked against the airline.
Why Compensation Was Awarded
The forum ruled that the poor facilities caused mental agony and harassment. You can see why it ordered compensation instead of a full ticket refund.
Air India’s Defence
Air India denied the claims and said the aircraft went through routine checks. You also saw the airline suggest the issue arose after a request for a business class upgrade was refused.
Need for Better Grievance Handling
The case shows why airlines need clearer accountability. You expect faster complaint handling so such disputes do not grow into legal battles.
