New Delhi: In a recent ruling, the National Consumer Disputes Redressal Commission (NCDRC) ordered Air India to compensate four passengers with Rs 2 lakh for delayed flights in 2003. The delayed flights in 2003 left the complainants stranded at various airports during their journey from Kerala to West Bengal and subsequently to Assam.
The NCDRC further emphasised that airlines must not solely rely on self-imposed regulations without justifying the reasons behind delays. The Commission highlighted the airline’s responsibility to promptly inform passengers about delays, diversions, or cancellations, citing valid causes such as adverse weather conditions, among other factors.
The NCDCR, in its order, stated, “In case of cancellation or inordinate delays, such passengers need to be provided necessary hospitality, food, accommodation, transport etc. as per standard laid down protocols/guidelines of the Airlines…OP Airline (Air India) failed to perform their obligations in the given situations and hence are guilty of deficiency in service towards complainants, entitling them to compensation.”
C. V. Joseph filed a complaint against the airline in a consumer court back in 2003 for delays disrupting his travel plans.
The grievance stemmed from a Thiruvananthapuram to Kolkata to Dibrugarh journey, where Joseph claimed that the initial delay of over 1.5 hours in the Thiruvananthapuram to Chennai flight caused him and fellow passengers to miss their connecting flight to Kolkata.