48 mins ago
Delhi Consumer Commission Orders Airline to Pay Passenger Rs 68,000
A passenger had a flight from Delhi to Bengaluru.
The airline moved the flight three hours later because of operational reasons.
The passenger said he arrived based on the new time, but the airline still refused to check him in.
He bought another ticket and paid for a hotel.
The airline said he had arrived too late and had not accepted another flight option.
The consumer commission said the airline did not show proof that he was late.
It also said the airline should have taken extra care after changing the schedule.
The airline was ordered to repay his expenses and pay additional compensation and legal costs.
A Delhi consumer commission ordered an airline to reimburse a passenger after denying him check-in for a rescheduled flight.
The Delhi-Bengaluru flight was moved from 1 pm to 4 pm on February 3, 2019, for operational reasons.
The passenger bought another ticket for Rs 12,713 and incurred Rs 334 in hotel expenses.
The airline said he arrived after the check-in deadline and had declined an alternative flight requiring a re-accommodation fee.
The commission said the airline failed to provide check-in timings, system records or CCTV footage proving he was late.
- Who
- A passenger and an unnamed airline; the case was decided by the Delhi District Consumer Disputes Redressal Commission.
- What
- The commission ordered the airline to pay Rs 12,713 for a replacement ticket, Rs 334 for hotel expenses, Rs 50,000 for distress and inconvenience, and Rs 5,000 in litigation costs.
- Where
- The dispute concerned a flight from Delhi to Bengaluru and was heard by a Delhi consumer commission.
- When
- The flight was scheduled for February 3, 2019; the commission issued its order on August 31.
- Why
- The commission found that the airline denied check-in after rescheduling the flight and failed to provide sufficient evidence that the passenger had arrived late.
Passenger’s Case
Airline’s Defence
Whether the passenger was late
Passenger’s Case
The passenger said he arrived within the permitted check-in window after planning around the revised 4 pm departure.
Airline’s Defence
The airline said he knew the check-in and boarding rules but failed to reach the counter before the deadline.
Responsibility for the disrupted journey
Passenger’s Case
The passenger argued that the airline unjustifiably denied check-in after changing the flight schedule, forcing him to buy another ticket and pay hotel expenses.
Airline’s Defence
The airline denied any service lapse, attributed the situation to the passenger’s negligence and said he declined another flight after being offered re-accommodation for a fee.
Evidence of arrival time
Passenger’s Case
The passenger’s position was supported by the absence of records showing that he had reported late.
Airline’s Defence
The airline produced a passenger list but did not provide corresponding check-in timings, system records or CCTV footage; the commission found this weakened its defence.
Key facts
- Original flight
- Delhi to Bengaluru, scheduled for February 3, 2019
- Original departure
- 1 pm
- Rescheduled departure
- 4 pm, after a three-hour delay for operational reasons
- Replacement ticket
- Rs 12,713
- Hotel expense
- Rs 334
- Compensation
- Rs 50,000 for mental agony, inconvenience and harassment
- Litigation costs
- Rs 5,000
Quotes
Delhi District Consumer Disputes Redressal Commission
Consumer adjudicatory body that heard and decided the passenger’s complaint
“The act of denying check-in without justification, after rescheduling the flight, and then failing to produce relevant records amounts to gross deficiency in service, negligence and unfair trade practice under the provisions of the Consumer Protection Act.”
financialexpress.com
Sources
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