Archive · 7 Sep 2026
Delhi Commission Orders Airline to Pay Passenger Rs 68,000
A passenger had a flight from Delhi to Bengaluru.
The airline changed its departure time from 1 pm to 4 pm because of operational reasons.
The passenger said he arrived at the airport based on the new schedule.
However, the airline refused to check him in and said he was late.
He bought another ticket and paid for a hotel.
The airline said the passenger had not followed the check-in rules and had refused another flight option that required a fee.
The commission said the airline did not show enough proof that he was late.
It ordered the airline to repay his expenses and pay compensation and legal costs.
A Delhi consumer commission ordered an airline to compensate a passenger allegedly denied check-in after his flight was rescheduled.
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 the passenger arrived after the check-in deadline and declined an alternative flight requiring a re-accommodation fee.
The commission said the airline did not provide check-in timings, system records or CCTV footage proving that he was late.
- Who
- A passenger, an unnamed airline and the Delhi District Consumer Disputes Redressal Commission.
- What
- The commission ordered the airline to reimburse Rs 12,713 for another ticket, Rs 334 for hotel expenses, pay Rs 50,000 for mental agony and inconvenience, and Rs 5,000 in litigation costs.
- When
- The flight was scheduled for February 3, 2019; the commission issued its order on August 31.
- Where
- The dispute involved a flight from Delhi to Bengaluru and was heard by a Delhi consumer commission.
- Why
- The commission found that the airline had not sufficiently proved the passenger was late and had failed to make reasonable provisions after changing the flight schedule.
Passenger's Case
Airline's Defence
Whether the passenger was late
Passenger's Case
The passenger said he planned his arrival around the revised 4 pm departure and reached within the permitted check-in period.
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 schedule, forcing him to buy another ticket and pay hotel expenses.
Airline's Defence
The airline denied any service lapse, attributed the incident to the passenger's negligence and said he declined another flight offered for a re-accommodation fee.
Evidence of arrival time
Passenger's Case
The passenger's position was strengthened by the absence of records showing that he had arrived late.
Airline's Defence
The airline submitted a passenger list but did not provide corresponding check-in timings, system records or CCTV footage; the commission said this weakened its defence.
Compensation amount
Passenger's Case
The reported order provides Rs 50,000 for mental agony, inconvenience and harassment, plus Rs 5,000 in litigation costs, in addition to the travel and hotel reimbursements.
Airline's Defence
One report described the additional compensation as Rs 55,000, reflecting the combined Rs 50,000 compensation and Rs 5,000 litigation costs.
- Flight route
- Delhi to Bengaluru
- Travel date
- February 3, 2019
- Original departure
- 1 pm
- Revised departure
- 4 pm, after a three-hour delay for operational reasons
- Replacement ticket
- Rs 12,713
- Hotel expense
- Rs 334
- Additional payments
- Rs 50,000 compensation and Rs 5,000 litigation costs
