IndiGo Faces Penalty for Service Deficiency

IndiGo Airlines has been ordered to pay Rs 1.5 lakh in compensation after a Delhi consumer forum found the airline guilty of providing an unhygienic and stained seat to a passenger. The New Delhi District Consumer Disputes Redressal Commission, led by President Poonam Chaudhry and members Bariq Ahmed and Shekhar Chandra, addressed the complaint filed by a passenger named Pinki. She reported that during her flight from Baku to New Delhi on January 2, she was assigned a seat that was “unhygienic, dirty, and stained.”

Passenger’s Complaint and Airline’s Response

Pinki claimed that her concerns were dismissed insensitively by the airline staff. In response, IndiGo stated that they acknowledged the issue and provided her with an alternative seat, which she accepted and used to complete her journey. Despite this, the forum concluded that IndiGo was at fault for service deficiency.

Compensation for Mental Agony and Discomfort

The commission’s order, dated July 9 and recently made public, emphasized the need for compensation due to the discomfort, pain, and mental distress experienced by Pinki. Consequently, IndiGo was directed to compensate her with Rs 1.5 lakh for the inconvenience caused.

Litigation Costs and Missing Documentation

In addition to the compensation, IndiGo was instructed to pay Rs 25,000 towards litigation expenses. The forum also noted the absence of a crucial document—the Situation Data Display (SDD) report—in IndiGo’s defense. This report is essential for monitoring flight operations and documenting passenger-related incidents. The lack of this document weakened IndiGo’s position in the case.