NEW DELHI: A father-daughter duo who alleged that they faced horrible conditions on an Air India Delhi-New York flight in 2023 with broken seats, unhygienic washrooms and poor food service, have been awarded Rs 1.5 lakh compensation for the “mental agony and harassment”.
The District Consumer Disputes Redressal Commission (New Delhi), comprising President Poonam Chaudhry and Judicial Member Shekhar Chandra, was hearing a complaint filed by Shailendra Bhatnagar and his daughter against Air India. The complaint, regarding an economy class trip in September 2023, alleged broken seats, non-functional in-flight entertainment systems, unhygienic washrooms, and poor food service.
Mr. Bhatnagar alleged that the food quality was extremely bad and the staff was extremely rude, failing to provide solutions to issues addressed to them.
In an order dated January 14, the forum said, “Keeping in view the facts and circumstances of the present case, this commission is of the view that the complainant will be entitled for compensation for causing mental agony and harassment for not providing the facilities for which a considerable amount was charged by opposite party 1, Air India”.
The commission directed the airline to pay Rs 50,000 each to the complainant and his daughter as compensation, and Rs 50,000 as litigation expenses to the complainant.
Air India had claimed that the complainants levelled “unfounded allegations” to “illicitly obtain advantages from Air India”. The airline submitted that the aircraft underwent meticulous examination prior to departure and an inspection by the engineering department showed no discernible issues.
“The complainant is lodging unfounded allegations with the deliberate aim to illicitly obtain advantages from Air India,” the airline counsel said in court.
