Consumer Court Directs Air India to Compensate Rs 1.5 L for Dirty Toilets and Faulty Seats

Consumer Court Orders Air India to Pay Rs 1.5 L to Father-Daughter Over Poor Flight Experience

In a landmark ruling for air passengers, the District Consumer Disputes Redressal Commission–VI in New Delhi has directed Air India to pay Rs 1.5 lakh in compensation to a passenger and his daughter for “deficiency of service” on a long-haul Delhi–New York flight.

Shailendra Bhatnagar and his daughter filed the complaint after their September 2023 economy-class journey, describing a harrowing experience on the nearly 15-hour flight. They reported broken and uncomfortable seats, malfunctioning call buttons, inoperative entertainment screens, unhygienic toilets, foul odours, substandard food, and an unresponsive cabin crew.

Air India defended itself, claiming the aircraft had passed all pre-departure checks and suggesting the complaint was linked to a denied business-class upgrade. The commission rejected the defence, noting the airline had not responded to a legal notice sent before the case was filed.

The bench awarded Rs 50,000 each to Bhatnagar and his daughter for “harassment and mental agony,” plus Rs 50,000 towards litigation expenses, bringing the total compensation to Rs 1.5 lakh. While the commission denied a full refund of the Rs 3.18 lakh ticket fare, it emphasised that airlines are legally obligated under the Consumer Protection Act, 2019, to meet DGCA-prescribed service standards.