Consumer forum asks Air India to refund ticket cost for deficient services

THE FORUM ALSO ORDERED THE AIRLINES TO PAY ₹30,000 AS COMPENSATION AND LITIGATION COST TO THE COMPLAINANT

JALANDHAR: Stating that the government airline is not only ‘deficient in services’ but was also found ‘negligent’ for not providing appropriate services, District Consumer Disputes Redressal Forum on Friday directed Air India Limited to refund the air ticket price of ₹33,200 to a complaint.

The forum also ordered the airlines to pay ₹30, 000 as compensation and litigation expenses to the complainant for causing mental and physical harassment, after it failed to book him another flight from Hong Kong to New Delhi.

Munish Kumar, of Shaheed Babu Labh Singh Nagar told the forum that he was employed as a senior research fellow in a research project, sponsored by department of atomic energy of the Government of India, in DAV College’s Physics department. He had booked a return flight from New Delhi to Taiwan on October 14, 2016, after paying ₹45,900.

He told the forum that after attending an event, he reached the airport at Taipei of Taiwan in Japan for boarding the flight to Hong Kong on October 21. The said flight, however, got delayed due to Haima typhoon and a flight delayed certificate was also issued to him.

“Due to the above said delay, I reached the Hong Kong Airport late. The connecting flight from Hong Kong to New Delhi had departed the airport without waiting for me. Later, I suffered a lot of problems as no accommodation, meals or alternative flight was provided by the airlines,” he told the forum.

Kumar said the airlines did not oblige and having no alternative he booked another flight of Singapore Airlines from Hong Kong to New Delhi through his friend and paid ₹33,200 on October 22, 2016. Air India refused to pay the price for the ticket.

Representative of Air India Limited refused the allegations and pleaded no deficiency in service. Officials pleaded before the court that complainant missed the flight to Delhi because Hong Kong Airlines delayed the flight and it was the obligation of Hong Kong Airlines to arrange for transportation.

After considering both sides, the forum observed that Air India Limited failed to give a satisfactory reply and therefore it was the duty of airline to make arrangement for an alternative flight. It was established that there was a negligence of not providing appropriate services to the complainant as well as negligence and deficiency in service on part of Air India.