Consumer Commission Rules Against Airline
A district consumer commission in Raipur has directed IndiGo Airlines to pay ₹60,000 to a passenger who missed his flight due to the airline's failure to communicate the correct departure terminal. The commission found IndiGo responsible for a deficiency in service and an unfair trade practice.
Details of the Incident
The incident dates back to March 31, 2015, when a passenger and his family had booked tickets for a flight from Delhi to Raipur, costing ₹13,161. The flight was initially scheduled for 5:50 pm but was later advanced by 15 minutes to 5:35 pm. While the passenger received an SMS notification about the revised departure time, crucial information regarding the departure terminal was omitted.
The passenger's incoming flight had landed at Terminal 3, leading him to assume his return journey would also depart from the same terminal. However, the Raipur-bound flight was operating from Terminal 1D, located approximately 7.5 km away. By the time the passenger realized the error, he could not reach Terminal 1D before the check-in deadline.
As a result, the family missed their flight, spent the night at the airport, and had to purchase new tickets for ₹21,135 to travel the following day.
Airline's Defense and Commission's Findings
IndiGo initially rejected the passenger's legal notice, citing a late check-in. The airline claimed the passenger checked in at 4:49 pm, whereas the counter closed 45 minutes before the scheduled departure. However, IndiGo and the travel agency failed to appear before the consumer commission or submit any supporting documents during the proceedings.
The commission noted that while the airline informed the passenger about the time change, it failed to mention the departure terminal. The panel concluded that this omission directly led to the passenger missing the flight.
Compensation Awarded
The District Consumer Disputes Redressal Commission ordered IndiGo to pay:
- ₹50,000 as compensation for the missed flight and associated losses.
- ₹5,000 for mental agony endured by the passenger and his family.
- ₹5,000 towards litigation expenses.
This brings the total amount IndiGo is mandated to pay to ₹60,000.