Delhi Consumer Court Awards Compensation for Deficient Air Travel Services

The Delhi District Consumer Commission held that Air India was guilty of deficiency in service for failing to provide basic facilities on an international flight.

It observed that broken seats, unhygienic washrooms, poor food quality and non-functional in-flight entertainment caused mental agony and harassment to the passengers. 

The Commission held that airline passengers are “consumers” under the Consumer Protection Act, 2019, and are entitled to services mandated under DGCA regulations. 

While it declined a ticket refund since the journey was completed, the Court directed Air India to pay ₹1.5 lakh as compensation and litigation costs, noting the airline’s failure to rebut the complaints adequately.

[Shailendra Bhatnagar v. Air India & Anr.]