Consumer Court fines Alliance Air Rs 50,000 after a 6-hour flight delay, calling it mental torture for passengers due to lack of communication and basic facilities.
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NEW DELHI: The District Consumer Disputes Redressal Commission (Southwest Delhi) held Alliance Air Aviation Ltd accountable for negligence and imposed a fine of Rs 50,000, saying that,
“A six-hour delay in the flight’s departure was ‘mental torture’ for passengers.”
Background
Two women passengers filed a complaint after enduring a six-hour delay in their flight’s departure on June 5, 2022. Their grievance was not just about the delay itself, but also the way they were treated during those hours. According to the complaint, the airline failed to provide any timely information, refreshments, or even water, leaving passengers distressed.
The Commission’s Findings
The commission, presided over by President Suresh Kumar Gupta and Member Harshali Kaur, examined the case and observed that:
- The delay was not shown to be beyond the airline’s control.
- The airline allegedly detected an engineering issue only after the aircraft had been pushed out of its bay, suggesting poor maintenance.
- Passengers were not adequately informed about the delay.
- No refreshments or basic amenities were provided, despite the prolonged wait.
The commission termed this situation “nothing but mental torture” and a clear “deficiency in service.”
The Order
On July 7, the Commission directed Alliance Air to pay Rs 50,000 as compensation for the inconvenience and distress caused to the passengers. The order reinforces the principle that airlines, like all service providers, owe a duty of care to their customers.
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