The Ernakulam District Consumer Disputes Redressal Commission has ordered IndiGo Airlines to pay over ₹1 lakh to a complainant as compensation to inconveniences caused by deficiency in service and unfair trade practices.
The compensation was ordered by the Commission comprising D.B. Binu, president, and members V. Ramachandran and Sreevidhia T.N to T.P. Salim Kumar, former general manager of Kerala State Civil Supplies Corporation Ltd. (Supplyco), who filed a complaint alleging ill-treatment by the airline on December 14, 2019 when he was scheduled to fly from Mumbai to Kochi.
Though he boarded the flight scheduled for 6.55 p.m. and occupied the allotted seat, he was directed by the airline to deboard citing an “operational/technical issue.” He was assured a full refund of the ticket fare, confirmed accommodation on the flight scheduled for 9.20 p.m. the same day and facilities for rest and food. However, he was rebooked only on a flight scheduled for 12.25 a.m. on December 15.
Though the lounge access was extended, he was required to pay ₹2,150 for items allegedly outside the lounge entitlement. The complainant moved the consumer forum seeking a refund of the fare the additional charges as well as compensation for humiliation and mental agony caused by the episode.
Maintaining the plea, the forum ordered the airline to pay ₹1 lakh towards compensation for mental agony, financial loss, and inconvenience caused by poor service and ₹20,000 as cost of legal proceedings. The company also has to refund the coerced lounge payment of ₹2,150 and ₹626 towards reimbursement of cinema tickets he missed due to the flight delay, both with interest at 9% per year till realisation.
During the hearing, Indigo dismissed the allegations. It said a voucher worth ₹4,000 was issued to the complainant after re-accommodation, but it was not utilised. It said lounge access in Mumbai was extended purely as a goodwill gesture, and that the amount collected by the lounge pertained to excluded items. The company said it had acknowledged inconvenience and offered ₹10,000 as a travel voucher and later ₹10,000 as a monetary ex gratia, beyond contractual obligations, but both were declined by the complainant.
Published – October 29, 2025 11:53 pm IST
