In a ruling that underscores India’s tightening stance on passenger rights, a district consumer disputes redressal commission has ordered IndiGo to pay ₹67,000 in compensation to a Delhi passenger who was denied boarding when the airline advanced his flight without adequate notice. The order, delivered on 26 September, found the carrier guilty of ‘deficiency in service and unfair trade practice’. The complainant, a small-business owner en route to a trade fair in Bengaluru, arrived at the airport with a boarding pass reflecting the original departure time only to learn that check-in had closed. Despite available seats, ground staff allegedly refused re-accommodation unless the passenger purchased a fresh ticket. The court’s breakdown of damages includes ₹50,000 for mental agony and ₹17,000 for out-of-pocket losses including hotel, taxi and rescheduled airfare. Legal analysts say the verdict, while limited to one claimant, signals growing judicial impatience with carriers that fail to comply with Directorate General of Civil Aviation (DGCA) Civil Aviation Requirement (CAR) Section 3, which mandates at least 24-hour advance notice of rescheduling. Similar cases are pending in Pune and Kolkata, raising the risk of class-action style liabilities. For corporate travel buyers, the case is a reminder to negotiate Service Level Agreements stipulating compensation processing timelines and to maintain travel insurance that covers ‘denied boarding due to reschedule’. IndiGo is expected to appeal but has not commented publicly.
Source: Amar Ujala
