Air India ordered to pay ₹2 lakh to four passengers for multiple flight delays
National Consumer Disputes Redressal Commission (NCDRC) last week ordered Air India to pay ₹2 lakh in compensation to four passengers whose flights were delayed in 2003. The commission said Air India neglected its duty during cancellations or prolonged delays, failing to provide required services like hospitality, food, accommodation, and transport as per established protocols. “Airlines is duty bound to take care of such stranded passengers, many of whom miss the connecting flights, especially when these connecting flights are by the same carrier, as is the present case," the NCDRC said.
“….in case of cancellation or inordinate delays, such passengers need to be provided necessary hospitality, food, accommodation, transport etc. as per standard laid down protocols/guidelines of the Airlines…OP Airline (Air India) failed to perform their obligations in the given situations and hence are guilty of deficiency in service towards complainants, entitling them to compensation," the NCDRC added. It said in instances of flight cancellations or significant delays, passengers are entitled to necessary services like hospitality, food, accommodation, and transport as per established airline protocols.
The NCDRC said the airline cannot rely on “unilaterally determined rules" without granting reasons for the delay. The commission further said the airline is also obligated to provide timely information to passengers about delays, diversions, re-routing, or cancellations, citing valid reasons, including factors like bad weather conditions, among others. The NCDRC declared Air India guilty of failing to fulfill its obligations.
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