For harassing a Sector-49-based couple by issuing a wrong boarding pass and subsequently failing to accommodate them in the subsequent flight, the District Consumer Disputes Redressal Forum in Chandigarh directed the airline to pay Rs 25,000 as compensation for deficient services.
Kishore Chand Rana and his wife Veena Kumari, residents of Sector 49 in Chandigarh, had booked airline tickets of Jet Airways (I) Limited for travelling from Indore to Chandigarh via New Delhi on February 23, 2014.
As per the complaint, the flight from Indore to New Delhi had been delayed and the airplane reached New Delhi much later than the expected time of departure of the flight from New Delhi to Chandigarh. Though the flight from Delhi to Chandigarh had also been delayed due to bad weather and the airline had handed over the boarding passes to them, the couple could not board the flight, as they were told that the flight had since departed.
The complaint said even their request to accommodate them on a subsequent flight was not honoured as no seat was available, leaving the couple to return to Chandigarh by Shatabdi Express. The couple’s claims for compensation for denial of travel were also rejected by the airline. Denying any deficiency, Jet Airways (I) Limited said the flight from Indore and the flight from New Delhi were delayed due to fog. The airline said the delay in the departure of the flight from Delhi to Chandigarh made it possible for complainants to board the same flight as per their original itinerary and accordingly, boarding passes were issued to them. However, they reported late at the boarding gate, the airline said.
The Consumer Forum, presided by Rajan Dewan, on September 9, held, “The flight was over-booked and the complainants were not allowed to board the flight. The boarding passes also show a stamp of ‘cancelled’ which again proves the contentions of the complainants that they were informed that wrong boarding passes were issued by the airlines. The complainants had made a request for being adjusted in the subsequent flight which was refused by the airlines. Though the complainants were issued the boarding passes, they were refused permission to board the flight on the ground that the flight had departed. The time when the complainants had been refused on the ground of delay/ departure of flight is not given by the airlines. This is definitely a case of immense harassment to an unsuspecting consumer and the airlines needs to compensate the complainants for the deficiency in service and mental harassment.”