IndiGo ordered to pay Rs 60K after passenger misses flight
A consumer commission found IndiGo liable for service deficiency after a passenger missed his flight. The airline failed to provide complete terminal information on the ticket and SMS. This omission caused the passenger to go to the wrong terminal and miss his flight. The commission ordered IndiGo to pay compensation and litigation costs to the passenger.
In a recent ruling, the Chhattisgarh district consumer commission ordered IndiGo to pay Rs 60,000 in compensation to Amitesh Pathak after he missed his flight due to insufficient information provided by the airline. Pathak, along with his family, had booked return tickets from Delhi to Raipur on March 31, 2015, and paid Rs 13,161 for their travel. However, IndiGo's SMS informing Pathak of a 15-minute earlier departure time failed to mention the correct departure terminal.
Upon arrival at Terminal 3, Pathak learned that the return flight would depart from Terminal 1D, about 7.5 km away. Unable to make it to the correct terminal in time for check-in, he missed the flight, resulting in a costly delay. The airline rejected Pathak's compensation claim, leading him to file a complaint with the consumer commission.
The commission found IndiGo guilty of deficiency in service, citing the airline's failure to clearly communicate the correct terminal information. Consequently, IndiGo must pay Rs 50,000 for compensation, Rs 5,000 for mental anguish, and Rs 5,000 for litigation costs within 45 days. Failure to pay the amount on time would result in an additional 6% annual interest on the compensation.
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