Broken seats, faulty screens: Delhi court slaps ₹1.5 lakh penalty on Air India

Air India has been directed to pay INR 1.5 lakh as compensation to a former passenger and his daughter for deficiencies in service during an international flight, while a Delhi consumer court rejected their demand for a full ticket refund and more serious damages.

The District Consumer Disputes Redressal Commission in Delhi delivered the order earlier this week, following a complaint filed by Shailendra Bhatnagar, who had travelled with his daughter on an Air India Delhi–New York–Delhi flight in September 2023.

The tickets, booked in economy class through MakeMyTrip, cost INR 3.18 lakh, and the booking platform was also named as a party in the case.

In its ruling, the Commission said the complainant was entitled to compensation for “mental agony and harassment” caused by the airline’s failure to provide facilities for which a significant fare had been charged.

What were the complaints?

Bhatnagar alleged several problems during the journey, including broken and uncomfortable seats, malfunctioning seat controls and call buttons, and non-working entertainment screens. He also claimed that there was a foul smell inside the aircraft, the washrooms were unhygienic, and the quality of food and beverages was poor.

The complaint further stated that the cabin crew did not respond adequately despite repeated requests for assistance. Bhatnagar also submitted photographs to the Commission showing the condition of the seats and said he had sent a legal notice to Air India outlining his grievances, but received no reply.

After reviewing the evidence, a bench comprising President Poonam Chaudhry and member Shekhar Chandra ruled that while the passengers were not entitled to a full refund of the ticket amount or the INR 10 lakh compensation they had sought, they did deserve compensation for the inconvenience and distress caused.

Air India’s response

Air India denied the allegations and told the Commission that the aircraft had undergone routine maintenance checks before departure. The airline claimed that the passengers had requested an upgrade to business class, which could not be granted due to a lack of available seats. According to the airline, the complaints were raised only after the upgrade request was denied.

The airline also maintained that the cabin crew had assisted the passengers during the flight and had offered alternative amenities where possible.

An excerpt from the Commission’s order, as reported by Bar and Bench, stated that in today’s market, service providers are often closely scrutinised for even minor inconveniences. It further noted that the complainant, being a frequent Air India customer, may have expected an upgrade and reacted negatively when it was refused.

Despite these observations, the Commission concluded that the airline had failed to provide the level of service expected for the fare paid and awarded INR 1.5 lakh in compensation to the passengers.