Air India Directed to Compensate Passengers for 2003 Flight Delays
The National Consumer Disputes Redressal Commission (NCDRC) has recently ruled in favor of four passengers, directing Air India to pay a compensation of Rs 2 lakh due to extensive flight delays dating back to 2003. The complaint centered around a journey from Thiruvananthapuram to Kolkata and then Kolkata to Dibrugarh, Assam, wherein continuous delays led to significant inconvenience for the travelers.
The NCDRC emphasized that in cases of cancellation or prolonged delays, airlines are obligated to provide essential hospitality, including food, accommodation, and transport as per established guidelines. The commission held Air India accountable for its failure to fulfill these obligations, citing deficiency in service towards the complainants.
The grievance filed by C V Joseph highlighted various instances of delay, starting from a 1.5-hour delay in the Thiruvananthapuram to Chennai flight, causing the subsequent connecting flight to Kolkata to depart without the passengers. Despite an alternative route arranged through Bengaluru, the complainants faced further discomfort, alleging poor-quality food during their halt at Hotel Ashok.
Upon reaching Kolkata airport and receiving boarding passes for the Dibrugarh-bound flight, the passengers were left without breakfast. Subsequent delays led to flight cancellations and a prolonged wait, forcing the travelers to endure over 15 hours of hunger in the cold December weather, resulting in severe mental distress.
While the airline attributed the disruptions to technical reasons without specific details, the NCDRC criticized Air India for not providing comprehensive reasons for the delays. The commission underscored the necessity for timely and detailed information to passengers regarding delays, diversions, or cancellations, including valid reasons, in line with established protocols. The ruling also stipulated that if confidential reasons affecting safety existed, they should have been submitted in a sealed cover to the Commission.
The NCDRC’s directive serves as a precedent highlighting the responsibility of airlines to ensure passenger welfare during instances of delays or cancellations, stressing the need for transparency and adherence to established guidelines.
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