Abstract :
The Delhi District Commission has ruled IndiGo Airlines liable for providing an unhygienic and stained seat on a flight from Baku to Delhi. This decision was made in response to a complaint filed by a passenger named Pinki. The District Consumer Disputes Redressal Commission, New Delhi Bench made up of Poonam Chaudhry- President, Bariq Ahmed- Member and Shekhar Chandra- Member has observed that unsanitary seating arrangement be composed of a direct violation of Consumer expectations and the airline’s contractual obligations.
Details of The Case :-
Complainant’s Experience (Facts) :-
The Complainant (PINKI), along with her husband and her two other family members booked tickets on 27/10/2024 at the price Rs. 48,739/- from Baku to Delhi. Pinki (complainant) found her allotted seat to be in an unclean condition upon boarding IndiGo flight No 6E1840 on January 02,2025. The complainant raised a concern to the Airhostess regarding the unhygienic seat condition, but in response the Airhostess left helpless. Later, the Airhostess offered the complainant an isolated seat in the 14th row and apologized for the inconvenience.
Pleadings Of The Complainant :-
On 13/01/2025, a legal notice was issued to the Airline by the complainant. For not receiving any passable response, the complainant appeared before the District Commission praying for appropriate compensation. The complainant includes the Mental Torment and was Misery all the way of the duration of the flight’s hours. The complainant has booked the tickets expecting the Airline as a reputed Airline with high standard, but the poor quality and established service extended to the consumers operations in the international sector constitutes misconduct, showing subpar service quality.
Airline’s Arguments :-
The Airline argued that the problem for unhygienic seats was promptly resolved by the Airhostess and the complainant was provided with an alternative seat. In addition, they argued that the lack of a Situation Data Report compromises the credibility of the complainant’s allegations.
Commission’s Finding’s :-
- The New Delhi Bench reviewed the photograph of the seat initially allocated to the complainant and noticed that the seat was in an unclean condition and poor quality which was not expected from the Airline supposed to be.
- Further, the commission identified that it was the duty of the Airline to maintain the Situation Data Report and not the duty of the complainant. It was examined that the Airline has failed to produce records of cleaning. This shows the lack of accountability of the Airline, also ordered to train the Cabin Crew Perfectly.
- The bench perceived that the unclean seating arrangement constitutes a direct violation of consumer expectations and the Airline’s contractual obligations.
Outcome Of The Case :-
The Commission held that the Airline was held guilty for the service provided. The Commission awarded compensation for the inconvenience and mental distress suffered by the complainant. But denied the refund of the air ticket as she travelled from Baku to Delhi.
- Compensation Awarded :- The Commission granted the compensation of Rs. 1,50,000 the mental distress, harassment and physical pain.
- Litigation Charges/Expenses :- IndiGo Airlines was also ordered by the bench to pay Rs. 25,000/- for the litigation charges.
In Reference :-
Case Title :- Pinki vs IndiGo Airlines
Case Number :- CC/58/2025
Date of Decision :- 18/07/2025
Author’s Information :-
Modiam Maha Lakshmi is a passionate law student currently pursuing final year (3 year LL.B) from ISBR Law College, Karnataka State Law University, Bangalore. Maha Lakshmi with a knee interest in Constitutional Law, Contract Law, Criminal Law and Civil Law, actively follows judicial decisions shaping India’s legal landscape.