A Delhi consumer forum has held Indigo Airlines responsible of deficiency of service for offering an unhygienic and stained seat to a girl and directed it to pay a compensation of ₹1.5 lakh for the discomfort, ache and psychological agony she suffered.
The New Delhi District Consumer Disputes Redressal Commission, comprising its president Poonam Chaudhry and members Bariq Ahmed and Shekhar Chandra, was listening to a criticism filed by Pinki, alleging that she was supplied an “unhygienic, dirty and stained” seat whereas she was travelling from Baku to New Delhi on January 2 this yr.
Ms. Pinki alleged that her criticism concerning the difficulty was handled in a “dismissive and insensitive manner”.
Countering the declare, the airways stated that they took cognisance of the difficulty confronted by Ms. Pinki and assigned her a special seat, on which she willingly travelled and accomplished her journey to New Delhi.
Noting the proof earlier than it, the forum, in an order dated July 9, made accessible not too long ago, stated, “We hold that the opposite party (Indigo) was guilty of deficiency in service.”
“As regards the discomfort and pain, mental agony suffered by her, we are of the view that she must be compensated. We accordingly direct the opposite party to pay ₹1.5 lakh as compensation for mental agony, physical pain and harassment to her,” the forum added.
It additionally directed fee of ₹25,000 as litigation bills.
In its order, the forum stated that the airways had failed to produce the Situation Data Display (SDD) report, which shaped part of its inner operational information as per commonplace aviation protocols.
It stated, “There is no reference to this report in the written statement or in the evidence filed by the opposite party. The SDD is a crucial document used for flight operation monitoring and to record passenger-related incidents. The absence of this document significantly weakens the opposite party’s defence.”
