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Economic Times
7 hours ago
- Business
- Economic Times
IndiGo penalised with Rs 1.75 lakh for 'dirty seats' on Baku-Delhi flight, consumer panel says airline failed service duty
The District Consumer Disputes Redressal Commission, New Delhi, has found IndiGo Airlines liable of deficiency in service after a passenger complained of unhygienic and stained seats on a Baku–Delhi flight, ordering the airline to pay Rs 1.75 lakh in compensation. The bench, comprising president Poonam Chaudhry and members Bariq Ahmed and Shekhar Chandra, observed on July 18 that 'dirty seating arrangements constituted a direct violation of consumer expectations and the airline's contractual obligations.' While the commission denied a refund since the complainant had completed her journey, it awarded Rs 1.5 lakh for mental agony, physical pain, and harassment, and Rs 25,000 towards litigation expenses. The complaint was filed by Pinki, a resident of Chanakyapuri, Delhi, who, along with her husband and two other family members, booked tickets on December 27, 2024, for Rs 48,739 through a travel agency for travel from Baku to Delhi. On January 2, 2025, Pinki boarded the IndiGo flight and found her seat dirty and unhygienic. When she reported the matter to an air hostess, the crew member expressed her helplessness to provide clean seats. As an alternative, the air hostess offered Pinki an isolated seat in the 14th row and extended a sincere apology. On January 13, Pinki sent a legal notice to the airline. After receiving no satisfactory response, she approached the district commission, alleging that the harassment and emotional distress during the flight caused her considerable mental anguish. She also claimed the poor quality and detrimental service in the international sector amounted to misconduct and reflected sub-standard services. IndiGo contended that the problem was resolved immediately, as the complainant had been shifted to another seat. However, the commission reiterated that dirty seating arrangements still constituted a direct violation of consumer expectations and contractual obligations. The commission further noted that under civil aviation requirements, any airline registered in India must provide a responsive and functional grievance redressal mechanism along with a dedicated helpline number, in accordance with the Consumer Protection Act, 2019. (With inputs from TOI)
Time of India
7 hours ago
- Business
- Time of India
IndiGo penalised with Rs 1.75 lakh for 'dirty seats' on Baku-Delhi flight, consumer panel says airline failed service duty
The District Consumer Disputes Redressal Commission, New Delhi, has found IndiGo Airlines liable of deficiency in service after a passenger complained of unhygienic and stained seats on a Baku–Delhi flight, ordering the airline to pay Rs 1.75 lakh in compensation. The bench, comprising president Poonam Chaudhry and members Bariq Ahmed and Shekhar Chandra, observed on July 18 that 'dirty seating arrangements constituted a direct violation of consumer expectations and the airline's contractual obligations.' Productivity Tool Zero to Hero in Microsoft Excel: Complete Excel guide By Metla Sudha Sekhar View Program Finance Introduction to Technical Analysis & Candlestick Theory By Dinesh Nagpal View Program Finance Financial Literacy i e Lets Crack the Billionaire Code By CA Rahul Gupta View Program Digital Marketing Digital Marketing Masterclass by Neil Patel By Neil Patel View Program Finance Technical Analysis Demystified- A Complete Guide to Trading By Kunal Patel View Program Productivity Tool Excel Essentials to Expert: Your Complete Guide By Study at home View Program Artificial Intelligence AI For Business Professionals Batch 2 By Ansh Mehra View Program While the commission denied a refund since the complainant had completed her journey, it awarded Rs 1.5 lakh for mental agony , physical pain , and harassment, and Rs 25,000 towards litigation expenses. The complaint was filed by Pinki , a resident of Chanakyapuri, Delhi, who, along with her husband and two other family members, booked tickets on December 27, 2024, for Rs 48,739 through a travel agency for travel from Baku to Delhi. On January 2, 2025, Pinki boarded the IndiGo flight and found her seat dirty and unhygienic. When she reported the matter to an air hostess, the crew member expressed her helplessness to provide clean seats. As an alternative, the air hostess offered Pinki an isolated seat in the 14th row and extended a sincere apology. Live Events On January 13, Pinki sent a legal notice to the airline. After receiving no satisfactory response, she approached the district commission, alleging that the harassment and emotional distress during the flight caused her considerable mental anguish. She also claimed the poor quality and detrimental service in the international sector amounted to misconduct and reflected sub-standard services. IndiGo contended that the problem was resolved immediately, as the complainant had been shifted to another seat. However, the commission reiterated that dirty seating arrangements still constituted a direct violation of consumer expectations and contractual obligations. The commission further noted that under civil aviation requirements, any airline registered in India must provide a responsive and functional grievance redressal mechanism along with a dedicated helpline number, in accordance with the Consumer Protection Act, 2019.
Hindustan Times
7 hours ago
- Hindustan Times
IndiGo fined ₹1.5 lakh after Delhi woman complains of ‘unhygienic, dirty' seat
A Delhi consumer forum has found IndiGo Airlines guilty of deficiency in service for providing an 'unhygienic and stained' seat to a woman and ordered the carrier to pay her ₹1.5 lakh in compensation for the discomfort, pain, and mental agony. Countering the allegation, the airline stated that it had addressed the issue faced by Pinki by assigning her an alternative seat, on which she willingly travelled and completed her journey to New Delhi.(PTI file) Pinki, a resident of Chanakyapuri, had booked tickets for herself, her husband, and two other family members through a travel agency on December 27, 2024, for ₹48,739, PTI reported. She, along with her family, travelled from Baku to New Delhi on January 2, when she was given an "unhygienic, dirty and stained" seat. She further claimed that her complaint about the matter was handled in a "dismissive and insensitive manner." New Delhi District Consumer Disputes Redressal Commission, comprising president Poonam Chaudhry and members Bariq Ahmed and Shekhar Chandra, heard the complaint and ordered that she must be compensated for the discomfort, pain and mental agony during the journey. What did IndiGo say? IndiGo, while countering the allegations, said it had addressed the issue faced by Pinki by assigning her an alternative seat, on which she willingly travelled and completed her journey to New Delhi. In its order dated July 9, made public recently, the forum noted, "We hold that the opposite party (IndiGo) was guilty of deficiency in service." 'As regards the discomfort and pain, mental agony suffered by her, we are of the view that she must be compensated. We accordingly direct the opposite party to pay ₹1.5 lakh as compensation for mental agony, physical pain and harassment to her,' the forum added. It also awarded ₹25,000 as litigation costs. The forum observed that the airline had failed to produce the Situation Data Display (SDD) report, an essential part of its internal operational records under standard aviation protocols. 'There is no reference to this report in the written statement or in the evidence filed by the opposite party. The SDD is a crucial document used for flight operation monitoring and to record passenger-related incidents. The absence of this document significantly weakens the opposite party's defence,' the order said. When the matter was first reported to a member of the cabin crew, she expressed her inability to provide a clean seat. Instead, she offered Pinki an isolated seat in the 14th row and extended a sincere apology. On January 13, Pinki sent a legal notice to the airline, according to The Times of India report. With no satisfactory response, she approached the district commission, seeking appropriate compensation, citing harassment and emotional distress during the flight that caused her significant mental anguish. She further alleged that the poor quality of service on the international sector amounted to misconduct and reflected a substandard approach to customer care. The bench remarked that dirty seating arrangements represented a direct breach of consumer expectations and the airline's contractual obligations. It also reminded that, under civil aviation requirements, all airlines registered in India must maintain a responsive grievance redressal mechanism and a dedicated helpline number, in compliance with the Consumer Protection Act 2019.
The Hindu
7 hours ago
- The Hindu
Unhygienic, dirty, stained seat to passenger: Delhi consumer forum tells Indigo Airlines to pay ₹1.5 lakh compensation
A Delhi consumer forum has held Indigo Airlines guilty of deficiency of service for providing an unhygienic and stained seat to a woman and directed it to pay a compensation of ₹1.5 lakh for the discomfort, pain and mental agony she suffered. The New Delhi District Consumer Disputes Redressal Commission, comprising its president Poonam Chaudhry and members Bariq Ahmed and Shekhar Chandra, was hearing a complaint filed by Pinki, alleging that she was provided an "unhygienic, dirty and stained" seat while she was travelling from Baku to New Delhi on January 2 this year. Ms. Pinki alleged that her complaint regarding the issue was treated in a "dismissive and insensitive manner". Countering the claim, the airlines said that they took cognisance of the issue faced by Ms. Pinki and assigned her a different seat, on which she willingly travelled and completed her journey to New Delhi. Noting the evidence before it, the forum, in an order dated July 9, made available recently, said, 'We hold that the opposite party (Indigo) was guilty of deficiency in service.' 'As regards the discomfort and pain, mental agony suffered by her, we are of the view that she must be compensated. We accordingly direct the opposite party to pay ₹1.5 lakh as compensation for mental agony, physical pain and harassment to her,' the forum added. It also directed payment of ₹25,000 as litigation expenses. In its order, the forum said that the airlines had failed to produce the Situation Data Display (SDD) report, which formed a part of its internal operational records as per standard aviation protocols. It said, "There is no reference to this report in the written statement or in the evidence filed by the opposite party. The SDD is a crucial document used for flight operation monitoring and to record passenger-related incidents. The absence of this document significantly weakens the opposite party's defence."
Mint
8 hours ago
- Mint
‘ ₹1.5 lakh compensation': Indigo held guilty for providing woman with 'unhygienic, stained' seat in Baku-Delhi flight
A Delhi consumer forum directed Indigo Airlines to pay ₹ 1.5 lakh compensation after finding the airline guilty of "deficiency of service." According to a PTI report, the Delhi consumer forum said Indigo Airlines provided a woman with an "unhygienic" and stained seat, and hence, was directed to pay ₹ 1.5 lakh compensation for the discomfort, pain, and mental agony she suffered. The direction was issued when the New Delhi District Consumer Disputes Redressal Commission was hearing one Pinki's complaint. In her complaint, she alleged that she was provided with an "unhygienic, dirty, and stained" seat while travelling from Baku to New Delhi on January 2 this year. Pinki alleged that her complaint regarding the issue was treated in a "dismissive and insensitive manner". IndiGo countered the claim and reportedly said that they took cognisance of Pinki's issue and assigned her a different seat, on which she willingly travelled and completed her journey to New Delhi. Noting the evidence before it, the forum, in an order dated July 9, said, "We hold that the opposite party [Indigo] was guilty of deficiency in service." "As regards the discomfort and pain, mental agony suffered by her, we are of the view that she must be compensated. We accordingly direct the opposite party to pay ₹ 1.5 lakh as compensation for mental agony, physical pain and harassment to her," the forum was quoted by PTI as saying. It also directed payment of ₹ 25,000 as litigation expenses. In its order, the forum said that the airlines had failed to produce the Situation Data Display (SDD) report, which formed a part of its internal operational records as per standard aviation protocols. It said, "There is no reference to this report in the written statement or in the evidence filed by the opposite party. The SDD is a crucial document used for flight operation monitoring and to record passenger-related incidents. The absence of this document significantly weakens the opposite party's defence."
