Air India Penalized ₹**,000 for Faulty Business Class Seat: Consumer Commission Ruling
In an important decision, the district consumer disputes redressal panel ordered Air India to pay ₹50,000 in response to a complaint about a faulty business class seat. Vinod Kumar, a 63-year-old BRS Nagar resident, complained that he was uncomfortable during a long 15-hour journey from San Francisco to New Delhi.
The Complaint’s History
When Kumar and his wife Ritu Gupta flew in February 2022, they paid ₹4.7 lakh for their round-trip business class tickets through a private travel agency. On March 2, 2022, Kumar returned to India and had extreme difficulty because of a broken footrest on his seat. He said that he was unable to rest during the lengthy trip due to the problem, which resulted in severe physical strain.
Kumar brought up the matter with the cabin crew, but they did not address it. Under the direction of President Sanjeev Batra and Member Monika Bhagat, the commission concluded that this amounted to “deficient service” and ordered Air India to pay Kumar within 30 days of the order being received.
Reaction of Air India
While acknowledging the seat’s flaw, Air India asserted that ground crew had notified Kumar of its unusable state before he boarded. However, because the airline did not offer any official correspondence or written proof to back up their allegation, the commission determined that this assertion was unsupported. At check-in, Kumar adamantly denied getting any information about the condition of the seat.
The commission stressed that rather than depending just on verbal communication, Air India, as a corporate entity, is required to offer written information. This decision emphasizes how crucial accountability and openness are to providing excellent customer service in the aviation sector.
Consequences of the Decision
This lawsuit highlights larger concerns about consumer rights and airline service quality, especially in premium flight classes where customers demand greater levels of comfort and attention. The decision serves as a warning to airlines that they need to make sure their equipment is in working order and that they respond appropriately to passenger complaints.
Furthermore, this situation is not unique; it comes after Air India was recently found liable for similar problems with faulty seats and subpar service. For example, a customer on a Delhi to Toronto trip who suffered similar suffering because of non-reclining business class seats was given ₹1 lakh in compensation. These incidents highlight a growing trend in which customers are holding airlines responsible for poor service.
Final Thoughts
Regaining passenger trust will depend on airlines upholding high standards of customer service as they continue to navigate the post-pandemic recovery. The recent decision against Air India is a crucial reminder that airlines should put passengers’ comfort and happiness first and that consumer rights must be respected. Airlines like Air India must take proactive measures to address service issues and guarantee that customers receive the level of service they are entitled to when buying premium tickets, especially in light of the increased scrutiny from consumer commissions and regulatory agencies.
In addition to bringing to light personal complaints, this episode also identifies structural problems with airline operations that require immediate addressing. In an increasingly competitive industry, airlines must adjust or risk repercussions as customers grow more conscious of their rights and prepared to take action against poor treatment.
