LONDON- British Airways (BA) has been ordered to refund more than ₹1.7 lakh after a Mohali consumer commission ruled that the airline wrongly denied boarding to a passenger at Indira Gandhi International Airport, New Delhi (DEL) despite his confirmed onward journey to the United States through London Heathrow Airport (LHR).
The commission held that British Airways failed to verify the passenger’s complete travel itinerary and incorrectly demanded a UK visa, even though he held a valid US visa for his final destination. The airline has also been directed to compensate the passenger for financial losses and mental harassment, HT reported.
British Airways Held Liable for Wrongful Boarding Denial
The District Consumer Disputes Redressal Commission in Mohali partly allowed a complaint filed by Shubhkarman Singh Bangar, holding British Airways guilty of deficiency in service.
The commission ordered the airline to:
- Refund the airfare of ₹1,37,538 with 6% annual interest from August 20, 2023, until payment is made.
- Reimburse ₹10,500 spent on taxi expenses.
- Pay ₹25,000 as consolidated compensation for mental agony, harassment, and litigation costs.
However, the commission dismissed the complaint against travel booking agency Air Tickets India, finding no deficiency in service on its part.
Passenger Was Traveling to the United States, Not the United Kingdom
According to the complaint, Bangar needed to deliver important original documents to his father, who was visiting his younger son in Winnipeg, Canada.
Since Bangar held a valid US visitor visa but did not possess a Canadian visa, the family decided he would travel to Minneapolis in the United States, where his father would collect the documents.
The journey had been booked as a single itinerary through British Airways. His route was:
- New Delhi (DEL) to London Heathrow (LHR)
- London Heathrow (LHR) to Chicago O’Hare International Airport (ORD)
- Chicago (ORD) to Minneapolis Saint Paul International Airport (MSP)
The airline ticket was purchased through Air Tickets India for ₹1,37,538.
Before departure, Bangar informed British Airways that he would be travelling alone for the first time and requested special assistance. The airline confirmed the request.
Airline Staff Allegedly Misread the Itinerary
On August 20, 2023, Bangar arrived at Indira Gandhi International Airport to board his flight.
According to the complaint, British Airways staff incorrectly assumed that London was his final destination and demanded a UK visa before allowing him to board.
Bangar presented his complete itinerary showing that London was only a transit point before continuing to Chicago and Minneapolis. His father and brother also contacted the airline’s customer service to explain that he was travelling onward to the United States using a valid US visa.
Despite these efforts, the airline refused to reconsider its decision and marked the passenger as “Offloaded”, preventing him from boarding the flight.
Commission Relied on Documentary Evidence
The consumer commission examined multiple documents submitted by the complainant before reaching its decision.
The evidence included:
- Passport
- Valid US visitor visa
- Confirmed e-ticket
- Special assistance confirmation from British Airways
- Payment records
- Taxi receipt
- Flight ticket carrying the endorsement “Offloaded”
- Call records
- Email correspondence
Based on this evidence, the commission concluded that British Airways failed to verify the passenger’s complete travel itinerary before denying boarding.
The commission observed that the airline’s failure caused avoidable financial losses, inconvenience, and mental distress to the passenger. It therefore held the airline responsible for deficiency in service under consumer protection laws.
Case Highlights Importance of Proper Itinerary Verification
The ruling highlights the responsibility of airlines to carefully review passengers’ complete itineraries, particularly when international journeys involve transit through multiple countries.
Transit requirements often differ from entry requirements. Airlines are expected to verify the final destination, applicable visas, and travel documents before refusing boarding. Failure to do so can result in unnecessary disruptions for passengers and legal liability for carriers.
The Mohali commission’s order reinforces that airlines must exercise due diligence during document verification and cannot rely solely on assumptions regarding transit destinations.
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