The New Delhi District Consumer Disputes Redressal Commission has imposed a fine of Rs 1.5 lakh on IndiGo Airlines for providing a passenger with a dirty, stained, and substandard seat during her flight from Baku to New Delhi on January 2, 2025. The passenger, Pinky, filed a complaint stating that her grievance was handled in a dismissive and insensitive manner by the airline.
IndiGo admitted to addressing the issue by offering Pinky a separate seat, which she willingly accepted to complete her journey. However, the Consumer Forum found the airline guilty of deficiency in service, highlighting the discomfort, mental agony, and harassment experienced by the passenger.
In addition to the Rs 1.5 lakh compensation for mental and physical distress, the forum ordered IndiGo to pay Rs 25,000 towards the legal costs incurred by Pinky. The forum further criticized IndiGo for failing to produce the Situation Data Display (SDD) report, an essential operational document required under aviation protocol to record passenger-related incidents. The absence of this report weakened the airline’s defense significantly.
This ruling emphasizes the importance of maintaining service standards and promptly addressing passenger grievances in the aviation industry.
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