IndiGo Fined Rs 1.22 Lakh For Offloading Passenger After Boarding, Rules Consumer Court
Kochi, Kerala: The Ernakulam District Consumer Disputes Redressal Commission has ordered IndiGo Airlines to pay Rs 1.22 lakh in compensation for offloading a passenger after he had boarded the aircraft.
The order came in response to a complaint filed by TP Salim Kumar, an IRS officer from Nettur, Ernakulam.
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On December 14, 2019, the complainant had booked a seat on an IndiGo flight from Mumbai to Kochi. After boarding and taking his seat, he was informed that due to “operational/technical issues,” he would not be allowed to travel.
The airline assured him that he could take another flight that day, would receive a full refund, and be provided food and rest facilities. However, he was not given a seat on the same day’s flight and had to travel the following day instead.
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IndiGo denied him hotel accommodation, offering instead free access to the airport lounge. Later, he was asked to pay Rs 2,150 for food and services used in the lounge and was prevented from boarding until payment was made. He was reportedly made to disembark from the shuttle bus, causing public humiliation.
IndiGo argued that the passenger had been offloaded for technical reasons and that all aviation regulations were followed. The airline also stated that it had offered Rs 10,000 worth of travel vouchers and an additional Rs 10,000 as ex gratia payment, both of which were declined.
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The court observed that offloading a passenger after boarding constitutes a deficiency in service. Moreover, failing to uphold the assurances provided at the time of travel denial amounted to serious negligence and unfair trade practice.
The bench, comprising DB Binu (President), V Ramachandran, and TN Srividya, ruled that even under aviation ministry rules, a passenger’s right to compensation under the Consumer Protection Act cannot be nullified.
The court directed IndiGo to refund Rs 2,150 charged for lounge usage and Rs 626 for a cinema ticket booked for the date of travel, both with 9% interest. Additionally, the airline must pay Rs 1,20,000 as compensation for mental distress, financial loss, and legal expenses within 45 days.
Advocate T Sanjay appeared for the complainant.
