For failing to provide food to passengers while waiting for alternative flight, the district consumer disputes redressal forum, Chandigarh, held Air China deficient in services and directed it to pay Rs 15,000 as compensation to mother and son for harassment.
"Not providing food to the complainant and her minor child by Air China during the long period of wait for the next flight is certainly inhuman and amounts to deficiency in service," ruled consumer forum while disposing of the complaint filed by Sarita Bajaj, a resident of Sector 20, Chandigarh, on November 14. The airlines will also have to pay Rs 7,000 as cost of litigation.
Bajaj in her complaint before the forum said she had purchased two tickets from the Grand Travel Planners (private) limited on May 25, 2012, for herself and her minor son Archit Bajaj from New Delhi to San Francisco and back by paying a sum of Rs 1.21 lakh.
Bajaj said on July 10, 2012, she and her son had taken the return flight from San Francisco USA International Terminal to Beijing, China. She claimed that at Beijing she came to know that her flight to New Delhi had been cancelled, without disclosing the reason.
She claimed that at Beijing, no food or other facilities were provided to them and she had to buy food on her own. She claimed that the alternative flight reached New Delhi late by more than 24 hours from the scheduled time and her husband who reached New Delhi to receive them was also left harassed.
Air China, in its reply, said, "Airlines do not have the responsibility to give compensation to passengers if the flight gets delayed due to weather problem. For this reason, Bajaj and her son had to buy food at Beijing Airport by herself."
The airline denied that Bajaj was not provided any help, as their staff arranged them a flight back to Delhi and they travelled through that completing their itinerary.