A consumer court has directed Air India to pay Rs. 1.5 lakh in compensation to a father and daughter after ruling that the airline failed to meet basic standards of service during a long-haul international flight.
The order relates to a September 2023 economy-class journey undertaken by Shailendra Bhatnagar and his daughter on the Delhi–New York–Delhi route, a flight lasting nearly 15 hours.
Allegations Of Multiple Lapses
In his complaint, Bhatnagar alleged a series of issues that he said made the journey physically uncomfortable and mentally distressing. These included broken and uncomfortable seats, non-functional call buttons and entertainment screens, dirty washrooms with a foul odour, poor-quality food, and an alleged lack of response from the cabin crew despite repeated requests.
The complainant also submitted photographs to support his claims, which were placed on record during the proceedings.
Airline Denies Claims
Air India contested the allegations, stating that the aircraft had cleared all mandatory pre-flight checks. The airline further claimed that the complaint stemmed from dissatisfaction over a denied upgrade to business class.
However, the consumer commission rejected this defence. It noted that the airline failed to respond to a legal notice issued earlier and did not adequately rebut the photographic evidence submitted by the passenger.
Court’s Findings And Compensation
The commission held that airlines are obligated to maintain a minimum standard of service, particularly on long international flights, and that failure to do so constitutes a deficiency under the Consumer Protection Act, 2019.
The court awarded Rs. 50,000 each to the father and daughter for mental agony and inconvenience, along with Rs. 50,000 towards litigation costs, taking the total compensation to Rs. 1.5 lakh. It declined to order a full refund of the ticket amount.
Standards Under Aviation Rules
While delivering its order, the commission observed that airlines operating in India are required to comply with service quality norms laid down by the Directorate General of Civil Aviation. These standards are enforceable under consumer law, particularly when passengers are able to substantiate claims of neglect or poor service.
The ruling reinforces the accountability of airlines towards passengers and underscores that basic comfort, hygiene, and responsiveness are legal obligations, not optional extras.
