A consumer court in Mumbai has fined Air India and ordered to pay a hefty compensation of ₹1 lakh to a retired Indian Navy rear admiral for providing defective business class seats on a return flight from Delhi to Toronto. The incident highlights the importance of airlines upholding their promises of premium service and passenger comfort.
Air India Fined For Defective Seats
The passenger, Anil Kumar Saxena, booked business class tickets on Air India’s website for his trip to Toronto. Disappointingly, upon boarding, he discovered that his seat was malfunctioning and wouldn’t recline. This significantly compromised the comfort expected from a business class experience, especially on a long-haul international flight.
According to reports, Saxena brought the issue to the attention of the airline staff. While they acknowledged the problem, their attempts to fix the seat proved unsuccessful. This left Saxena forced to endure the entire journey in an upright position, undoubtedly causing discomfort and frustration.
The situation wasn’t an isolated incident. Saxena reportedly encountered the same problem with his seat on the return flight as well, further compounding his negative experience.
Consumer Commission Sets Things Right
Feeling wronged, Saxena filed a complaint with the consumer commission. The commission, after reviewing the case, ruled in his favour. They deemed Air India guilty of “deficiency in service” and directed the airline to compensate Saxena for the inconvenience caused. The compensation amount includes ₹80,00 for the mental stress endured and ₹20,000 to cover legal costs.
This case serves as a reminder for airlines to prioritise passenger well-being and ensure their aircraft are properly maintained. Business class passengers pay a premium for a comfortable and luxurious travel experience. Faulty seats that compromise this comfort fall short of these expectations.
While Air India doesn’t have specific regulations outlining compensation for defective seats, the consumer commission’s ruling sets a precedent. It highlights that passengers have recourse when airlines fail to deliver on their promises. This case also aligns with similar rulings where other airlines have been ordered to compensate passengers for non-reclining seats in business class.
Also Read: Mumbai Airport Dodges Disaster As IndiGo Jet Lands While Air India Takes Off From The Same Runway
Cover Image Courtesy: @airindia/ Instagram
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