In a recent case a passenger named Smt. Shashi Singhai, who was a senior citizen, suffered from poor service during long flight delay, due to which she filed a complaint against the airline Alliance Air Aviation Limited. She had booked an economy class ticket with meals from New Delhi to Bilaspur, Chhattisgarh. Her flight was supposed to leave at 9:50 AM. Due to a delay, the airline cancelled her first boarding pass and gave her a new one showing a departure time of 11:15 AM.
After passengers boarded the plane, the airline announced there was a technical problem. Everyone was asked to get off the plane and wait in the shuttle bus. They had to sit there for more than two hours without drinking water or access to toilets. Ms. Singhai, who is a senior citizen and diabetic, said she suffered a lot during this time.
Though Ms Singhai had paid for meals, she was not given any food, and water was given only when asked. She did not receive any help from the airline. She said she remained without food the whole day. Aggrieved by this, the complainant approached the Delhi Consumer Commission.
Alliance Air contended that the delay happened due to technical issues beyond its control. It also said the flight was diverted because of bad weather. The airline argued that the shuttle bus was not under its control and that, as per DGCA rules and its terms and conditions, it was not responsible for delays or diversions caused by special circumstances.
The Commission observed that there was no denial by the airline that passengers were made to wait in the shuttle for more than two hours. The Commission noted that even assuming there was engineering trouble in the aircraft, passengers could have been accommodated inside the airport and provided access to washrooms and basic refreshments. Instead, they were “held captive in the shuttle” without refreshment or access to public facilities.
The Commission further observed that the airline had not placed on record any document to substantiate its claim that the flight was diverted due to bad weather at Bilaspur. It also noted that there was no denial regarding the failure to provide the complainant’s pre-booked meal.
Holding that the airline had been highly deficient in providing services to the complainant, particularly considering that she was a senior citizen who had to spend the entire day without food despite having booked a meal, the Commission allowed the complaint. Alliance Air Aviation Limited was directed to pay ₹1,00,000 to the complainant within three months from the date of the order, failing which the amount would carry interest at 5% per annum until realisation.
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