KOCHI— A consumer commission in Kerala has directed Qatar Airways (QR) to pay ₹10 lakh in compensation after finding the airline guilty of deficiency in service and unfair trade practice for denying boarding to two children, including a 10-month-old infant, despite issuing valid boarding passes.
The ruling stems from a family’s return journey from Kochi International Airport (COK) to Italy on Qatar Airways.
According to the commission, the airline had already verified the family’s travel documents, allowed them to travel from Italy to India on the same documents, and later refused to board the children for the return flight, causing significant hardship.
Qatar Airways Denied Boarding to Infant
The dispute involved a couple returning to Italy with their two children after visiting Kerala. Before departure, Qatar Airways accepted the family’s travel documents, completed the check-in process, and issued boarding passes for all passengers.
However, airline staff later stopped the two children from boarding the flight, citing concerns over their travel documentation.
The commission noted that the airline had already examined the documents before issuing boarding passes, making the subsequent denial inconsistent and unreasonable.
The parents were reportedly left with no practical alternative. They entrusted the children, including the breastfeeding infant, to relatives in India while they continued their journey back to Italy to avoid jeopardizing their legal residency and employment overseas.
The incident resulted in emotional distress, financial losses, and prolonged family separation.
Commission Verdict Finds Deficiency
The District Consumer Disputes Redressal Commission in Ernakulam concluded that Qatar Airways failed to provide the level of service expected after accepting the passengers for travel.
The panel held that the airline’s actions amounted to both deficiency in service and an unfair trade practice.
The commission observed that the airline had permitted the family to travel from Italy to India using the same travel documents without objection.
It therefore found no reasonable justification for refusing boarding on the return journey after completing document verification and issuing boarding passes.
As part of its order, the commission directed Qatar Airways to pay ₹10 lakh in compensation to the family for the mental agony, inconvenience, and hardship caused by the incident. It also awarded ₹25,000 towards litigation costs, Times of India reported.
Passenger Rights Compensation
The decision highlights the responsibilities airlines assume once passenger documentation has been verified and boarding passes have been issued.
Consumer forums generally expect carriers to apply document checks consistently and avoid avoidable disruptions that leave passengers stranded.
For international travelers, airlines remain responsible for verifying travel eligibility before departure. At the same time, passengers are expected to carry valid passports, visas, and supporting documents that meet immigration requirements.
The Kerala commission’s ruling reinforces that airlines may face legal consequences when operational decisions cause avoidable hardship after passengers have already completed check-in formalities.
The judgment also serves as a reminder that consumer protection laws can provide remedies when travelers experience proven deficiencies in airline service.
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