The District Consumer Disputes Redressal Commission-I, U.T. Chandigarh bench, comprising Pawanjit Singh (President) and Suresh Kumar Sardana (Member), recently issued a significant ruling, holding Air India accountable for deficiencies in services. The airline faced allegations of failing to provide adequate services to passengers who had booked flight tickets from New York to Delhi, worth a substantial Rs. 8,24,964.
Defective Seats Lead to Inconvenience and Agony
In a recent judgment, a Chandigarh consumer court directed Air India to compensate a couple with Rs. 50,000 for causing inconvenience and mental anguish during their long-haul flight from New York to Delhi. The court noted the grievance of one handicapped passenger and observed that despite hefty payments, the airline provided defective business class seats.
According to the court’s findings, the complainants had purchased two business class air tickets worth Rs. 8,24,964 for their journey. However, upon boarding, they discovered that their seats were faulty, unable to slide or move forward. Despite lodging complaints, Air India failed to rectify the situation, compelling the passengers to endure discomfort throughout the flight.
Inadequate Seating: A Journey Marred by Pain and Discomfort
The court’s order highlighted the physical discomfort endured by the passengers due to the broken seats, with one of them experiencing swelling in the legs and feet throughout the arduous 14-hour journey. As the aircraft seats remained dysfunctional, the aggrieved couple resorted to using stools to support their feet, further exacerbating their ordeal.
To substantiate their claims, the complainants presented a compelling array of evidence, including ticket receipts, medical records documenting their discomfort, photographic evidence of the defective seats, and correspondence with the airline. The court, acknowledging the airline’s failure to address the deficiency, ruled in favor of the complainants, deeming Air India’s conduct as constituting unfair trade practices and deficient service.