Air India Ordered to Pay 617 BD Over ‘Horrible’ Flight Conditions

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A Delhi consumer court has directed Air India to pay ₹1.5 lakh (~617 BD) in compensation to a father and his daughter following a "horrible" travel experience on a flight from Delhi to New York in 2023.

The District Consumer Disputes Redressal Commission in New Delhi, led by President Poonam Chaudhry and Judicial Member Shekhar Chandra, ruled that the airline’s failure to provide basic amenities despite charging a considerable fare amounted to "mental agony and harassment." The award includes ₹50,000 each for the two passengers, along with an additional ₹50,000 to cover litigation expenses.  

The complaint, filed by Shailendra Bhatnagar, detailed a gruelling journey in September 2023 characterised by "obnoxious" conditions in economy class.The passengers alleged that the aircraft featured broken seats and non-functional in-flight entertainment systems, which were compounded by unhygienic washrooms that emitted a foul odour. Furthermore, the duo claimed the food service was substandard, and the cabin crew was both rude and unresponsive to their repeated grievances during the long-haul flight.  

In its defence, Air India denied the allegations, maintaining that the aircraft had undergone a comprehensive pre-departure inspection by its engineering department, which found no "discernible issues." The airline's counsel further argued that the claims were unfounded and were being used as a deliberate attempt to "illicitly obtain advantages" from the carrier. However, the commission dismissed these assertions, concluding that the airline had failed to meet its service obligations to the passengers.