The District Consumer Disputes Redressal Commission in Puducherry has held IndiGo responsible for deficiency in service in a case involving a prolonged journey disruption. The ruling in the IndiGo flight delay case came after a nearly six-hour delay on a Dehradun-to-Chennai flight, leading to compensation for an elderly couple.
The commission directed the airline to pay ₹1 lakh as compensation for inconvenience and mental distress, along with ₹20,000 towards litigation expenses in the IndiGo flight delay matter. The bench observed that passengers were subjected to prolonged uncertainty and discomfort during the journey.
Consumer Panel Findings in IndiGo Flight Delay Case
In the flight delay case, the bench led by President S Mouttouvel and members A.S. Suvitha and G. Arumugam noted that passengers were left inside the aircraft for extended periods without adequate communication or assistance.
The commission emphasized that airlines are not only responsible for transportation but must also ensure timely information, coordination during disruptions, and passenger comfort throughout travel, as highlighted in the flight delay case.
Journey Disruption and Extended Delay
The dispute arose from a flight scheduled from Dehradun to Chennai on July 2, 2023. The flight delay case revealed that the flight was delayed, stopped at Lucknow, and later diverted to Delhi due to crew duty-hour restrictions.
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Passengers reportedly remained inside the aircraft for long durations, with minimal updates, turning the journey into an exhausting experience. The flight, originally scheduled to arrive at 9 p.m., eventually landed around 3 a.m. the next day, intensifying concerns in the IndiGo flight delay case.
Elderly Couple’s Complaint in IndiGo Flight Delay Case
The elderly couple stated that they suffered severe physical discomfort, including cramps and exhaustion, along with mental stress due to the prolonged delay. Their complaint formed the basis of the flight delay case before the consumer commission.
They also alleged poor communication and lack of assistance from the airline during the extended waiting period.
Commission Rejects Airline Defence
IndiGo argued that the delay was due to operational requirements, including crew duty-hour limitations and maintenance issues. However, the commission found insufficient evidence to support these claims in the flight delay case.
While allegations of unfair trade practice were not fully upheld, the commission concluded that there was clear deficiency in service.
The ruling in the flight delay case reinforces the responsibility of airlines to ensure passenger care during disruptions. The judgment highlights the importance of communication, comfort, and accountability in commercial aviation services.