The District Consumer Commission in New Delhi has recently mandated an airline and a travel agency to compensate two passengers a total of Rs 1.8 lakh after they were denied boarding on a flight from London to Delhi. This incident occurred following a change in the flight’s departure time, which was reportedly communicated to an incorrect email address.
Commission President Poonam Chaudhry and member Shekhar Chandra ordered the airline to reimburse Rs 30,500 for the cost of new tickets purchased by the passengers. Additionally, both the airline and the travel agency were instructed to pay Rs 50,000 each as compensation for the emotional distress and inconvenience caused. They were also directed to cover Rs 25,000 each for legal expenses incurred by the complainants.
The commission noted, “Both parties were aware of the correct email address. It was their duty to promptly inform the complainants of any schedule changes.”
As per the complaint, the passengers had initially booked their tickets through the travel agency for travel between Delhi and London. Their return flight was set to leave London at 11:45 am. The passengers arrived at the airport at 9:43 am and checked in at the airline’s counter within the allowed timeframe. However, they were denied boarding passes, being told they were late due to the flight being rescheduled to an earlier time of 10:45 am.
Concerned about overstaying their tourist visa, which allowed them to remain in the UK for only six months, the passengers purchased new tickets to ensure their timely return to India.
Upon their return, they discovered that the notification regarding the flight’s new timing had been sent to the wrong email address.
The airline contended that it was not liable since the tickets were booked through the travel agency, claiming it had no control over the information provided by this third party. Conversely, the travel agency argued that it could not be held responsible for the airline’s operational decisions.
Upon reviewing the evidence, the commission determined that the essential information about the flight change was not conveyed to the passengers. It established that both the airline and the travel agency were aware of the correct email address. The commission stated, “The complainants faced significant difficulties due to the negligence of the opposing parties, which forced them to buy expensive tickets, return from the airport, and arrange for an unexpected extended stay abroad.”
The commission emphasized that the misconduct of the involved parties should not be overlooked, leading to the decision to award compensation and a refund to the affected passengers.
This ruling underscores that airlines and travel agencies share responsibility in ensuring that passengers receive accurate ticket and schedule information, and cannot evade accountability by shifting blame onto one another.
For consumers facing similar issues, they are encouraged to reach out to the consumer helpline in their respective states and Union territories or to contact the National Consumer Helpline at 1915 for support.
