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IndiGo was penalised with Rs 1.5 lakh for providing an “unhygienic, dirty and stained" seat to a passenger who was travelling from Baku to New Delhi on January 2 this year. The fine was charged after the airline was found guilty by a Delhi consumer forum of deficiency of service.
The forum ordered a compensation of Rs 1.5 lakh to be paid to the customer for the discomfort, pain, and mental agony she suffered.
Pinki, the passenger, filed a complaint with the New Delhi District Consumer Disputes Redressal Commission, alleging that she was provided an “unhygienic, dirty and stained" seat. She also alleged that her complaint regarding the issue was treated in a “dismissive and insensitive manner".
However, the airlines said that they took note of the inconvenience faced by her and also provided her with a different seat, on which she willingly travelled and completed her journey to New Delhi.
Based on the evidence presented, the forum stated in an order dated July 9, released recently, “We find the opposite party (IndiGo) 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 Rs 1.5 lakh as compensation for mental agony, physical pain and harassment to her," the forum added.
It also asked the airlines to pay her Rs 25,000 as litigation expenses.
In its order, the forum noted that the airline failed to provide the Situation Data Display (SDD) report, a component of its internal operational records required by standard aviation protocols.
It said, “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."
Source: News18
