6 Hour Flight Delay Indigo Elderly Couple Awarded Rs 1 2 Lakh

airline guilty of deficiency in service over a nearly six-hour delayed flight.

A bench of S Mouttouvel (president) and members A S Suvitha and G Arumugam noted that the passengers were compelled to remain seated inside the aircraft for prolonged hours at Lucknow and Delhi amid uncertainty, anxiety and absence of proper communication or assistance from the airline authorities.

“The obligation of an airline extends beyond mere transportation from one destination to another and includes timely dissemination of information, effective coordination during contingencies, and ensuring reasonable comfort and dignity to passengers,” the commission noted in its order dated May 15.

The commission, however, found that IndiGo had failed to substantiate its claim of unavoidable operational exigencies.

“Except making bald assertions in their written submissions, no material whatsoever has been placed before this Commission to establish the precise nature of the alleged maintenance defect, the urgency necessitating such maintenance, or the circumstances under which the disruption became inevitable,” the commission observed.

It noted that while the airline cited maintenance issues, it produced no maintenance logs, technical reports, inspection records or other documentary evidence to support its explanation.

The commission held that the conduct of Indigo Airlines in subjecting the complainants to prolonged confinement inside the aircraft without proper communication, timely updates or meaningful assistance, amounted to a deficiency in service.

The commission, however, rejected the complainant’s allegations of unfair trade practice on the ground that it had made false claims that alternative options had been offered to the passengers.

“Except the oral assertion of the Complainants, no independent evidence has been produced to conclusively establish deliberate deception, false representation or unfair method adopted by the Opposite Parties so as to attract the ingredients of ‘unfair trade practice’,” the commission held.

The commission directed IndiGo Airlines to pay a sum of Rs 1 lakh to the complainants as compensation for deficiency in service and also for the mental agony, physical hardships and other sufferings sustained by the complainants.

It further ordered to pay Rs 20,000 towards litigation expenses within 30 days.

Ashish Shaji is a Senior Sub-Editor at The Indian Express, where he specializes in legal journalism. Combining a formal education in law with years of editorial experience, Ashish provides authoritative coverage and nuanced analysis of court developments and landmark judicial decisions for a national audience. Expertise Legal Core Competency: Ashish is a law graduate (BA LLB) from IME Law College, CCSU. This academic foundation allows him to move beyond surface-level reporting, offering readers a deep-dive into the technicalities of statutes, case law, and legal precedents. Specialized Legal Reporting: His work at The Indian Express focuses on translating the often-dense proceedings of India's top courts into clear, actionable news. His expertise includes: Judicial Analysis: Breaking down complex orders from the Supreme Court and various High Courts. Legal Developments: Monitoring legislative changes and their practical implications for the public and the legal fraternity. Industry Experience: With over 5 years in the field, Ashish has contributed to several niche legal and professional platforms, honing his ability to communicate complex information. His previous experience includes: Lawsikho: Gaining insights into legal education and practical law. Verdictum: Focusing on high-quality legal news and court updates. Enterslice: Working at the intersection of legal, financial, and advisory services. ... Read More