GURUGRAM- A Delhi consumer court has directed Air India (AI) to pay ₹1.5 lakh in compensation after finding serious service lapses on an international flight.
The case relates to a Delhi–New York–Delhi journey from Indira Gandhi International Airport (DEL) to New York (JFK).
The ruling underscores airline accountability for passenger comfort and service delivery, especially on long-haul international routes where travelers pay a considerable fare for basic amenities and hygiene standards.
Air India ₹1.5 Lakh Compensation
The District Consumer Disputes Redressal Commission, New Delhi, awarded compensation to a father and daughter who alleged severe discomfort during their Air India flight in September 2023.
The commission held that the airline denied passengers the facilities they were entitled to despite charging a substantial amount for international travel.
Shailendra Bhatnagar filed the complaint after traveling with his daughter on Air India’s Delhi–New York–Delhi flight on economy-class tickets booked through an online platform.
He stated that the aircraft’s condition was “horrible” and “obnoxious,” making the journey distressing.
The District Consumer Disputes Redressal Commission, comprising President Poonam Chaudhry and Judicial Member Shekhar Chandra, heard the case.
In its order dated January 14, the commission observed that failure to provide basic in-flight facilities amounted to a deficiency in service.
The forum held that service providers must compensate passengers for mental agony and harassment when they fail to meet promised standards.
Detailed Passenger Complaints
The complaint outlined multiple deficiencies experienced throughout the journey. These included broken seats, non-functional in-flight entertainment systems, unhygienic washrooms that were dirty and terribly smelly, and extremely poor food quality.
The complainant also alleged that the cabin crew was extremely rude and failed to provide a solution to any issue raised during the flight.
The lack of response further aggravated the passengers’ discomfort on the long-duration international sector.
Air India denied all allegations before the commission. The airline submitted that its engineering department meticulously examined the aircraft before departure and found no discernible issues.
The airline’s counsel argued that the complainant deliberately lodged unfounded allegations to illicitly obtain advantages from Air India and asserted that the aircraft was fit for service.
Compensation Awarded to the Complainants
After evaluating submissions from both sides, the commission directed Air India to pay a total compensation of ₹1.5 lakh.
This included ₹50,000 each to Shailendra Bhatnagar and his daughter for mental agony and harassment, along with ₹50,000 towards litigation expenses.
The order reinforces the obligation of airlines to maintain minimum service standards and respond responsibly to passenger grievances.
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