Boarding fiasco: InterGlobe Aviation fined ₹1.88L for disallowing Hyderabad family to emplane
The family reached the airport at 6:00 am, completed check-in formalities, and obtained boarding passes. However, the flight was delayed, and the boarding time was later rescheduled to 11:50 am.
By Sistla Dakshina Murthy
Representational Image
Hyderabad: Hyderabad District Consumer Disputes Redressal Commission–III has directed InterGlobe Aviation Limited to pay Rs 188107 for denying boarding to a senior citizen and his family despite valid tickets and boarding passes.
Coming downheavily on the airlines, the commission said it is a clear case of “deficiency in service. It directed the airline to refund Rs 1,08,107, pay Rs 50,000 as compensation for mental agony, Rs 10,000 towards litigation costs, and deposit an additional Rs 20,000 in the consumer legal aid account.
Passenger forced to buy fresh tickets
The complainant, Sumer Mal Jain, a resident of Banjara Hills, had booked flight tickets worth Rs 56,934 for himself and his family to travel to Kolkata on January 25, 2024. The flight was scheduled to depart at 8:20 am.
The family reached the airport at 6:00 am, completed check-in formalities, and obtained boarding passes. However, the flight was delayed, and the boarding time was later rescheduled to 11:50 am.
According to the complaint, even after reaching the boarding gate half an hour in advance, they were asked to wait. Shortly thereafter, the gate was closed without any final boarding announcement, and they were denied entry.
Left with no alternative, Jain had to purchase fresh tickets worth Rs 1,08,107 to reach Kolkata on another flight.
Allegations of misconduct by staff
The complainant also alleged that airline staff behaved rudely during the argument that followed the denial of boarding. He subsequently approached the Consumer Commission seeking justice.
Commission terms it ‘Deficiency in Service.’
After examining the case, the Commission expressed strong displeasure over the conduct of the airline staff and ruled that denying boarding without a proper announcement amounted to a service deficiency.
In its order, the Commission directed the airline to compensate the complainant and also contribute Rs 20,000 towards the consumer legal aid fund, reinforcing accountability in passenger service standards.
