Erstwhile Indian Airlines to pay Rs2L for harassing passengers

Four persons of a family, who missed their British Airways flight from Mumbai to London as they could not reach the airport on time due to change in their Goa-Mumbai flight via Indian Airlines in 2008, have been granted compensation of nearly Rs 2 lakh for "harassment".
A Delhi District Consumer Redressal Forum held the Indian Airlines "deficient" in service for torturing and harassing complainant Neena Koshal, and her three family members, whose flight from Goa to Mumbai was changed and delayed due to which they had to purchase fresh tickets to London at a high price.
"Complainant had booked tickets eight months in advance but due to change of flight by the Opposite Parties (Indian Airlines) she had suffered financial loss as well as mental tension and agony...Hence, there is a deficiency in service on their part.

"We allow the complaint and direct OPs to pay Rs 1,39,576 plus Rs 3,875 towards purchasing of new tickets from Mumbai to London and the hotel charges alognwith six per cent interest from the date of filing complaint till realisation and Rs 50,000 for mental torture and harassment undergone by the complainant including cost of the litigation," the forum presided by Member N K Goel said.
The complaint, which made National Aviation Company of India Ltd (NACIL), Executive Director of Indian Airlines and NACIL Manager as parties, had alleged that four tickets were booked on May 1, 2007 from Goa to Mumbai by Indian Airlines flight for travel on January 2, 2008 after full payment in advance, keeping in view their journey for London from Mumbai.

It said, just before departure from Goa, the Airlines' staff on duty informed the complainant that their booking had been changed and the new flight was via Bangalore.

She objected to the change of flight and apprised the official on duty that she along with her family had to board British Airways from Mumbai on the same day and if the flight was changed she will miss the connection but the officials did not pay any heed to her request, it alleged.
The flight landed late in Mumbai by over an hour from its scheduled arrival as a result of which they missed the onward journey flight for London and had to purchase costlier tickets at the last moment for Rs 1,39,576.

The Airlines had denied the allegations and said it tried to help the complainant but the disturbed flight schedule due to which the delay was caused, was beyond its control.