District consumer disputes redressal forum, Chandig arh, has directed China Eastern Airlines Limited, Jalandhar-based Chaudhary Airways and Sector 34-based Unique Worldwide Travels (I) Private Limited to pay Rs 50,000 as compensation for deficient services to SAS Nagar resident, Monika Garg.
The forum also ordered that Garg and her 2-year-old daughter Pratibha, who were at the receiving end of the shoddy service and not being provided the promised facilities and services, also be paid Rs 7,000 as the cost of litigation.
“As no one appeared on the behalf of the airline and the travel agent therefore, the assertions of the complainants go unrebutted and uncontroverted,” said the consumer forum on April 17.
Garg, along with her daughter Pratibha, had to go to Melbourne, Australia, to meet her husband and approached Unique Worldwide Travels (I) Private Limited in Sector-34, who booked her tickets for travel through China Eastern Airlines Limited for Rs 84,000.
At the time of booking the tickets, Monika was told that during the Delhi to Melbourne flight via Shanghai, as the stopover time was more than 12 hours, the airlines shall provide hotel stay with full meals and pick-up and drop facility from the airport to the hotel in Shanghai; it was clarified that this was part of the air ticket.
She was also informed that the airline has proper arrangements for the wheel chair and escort facility for the passengers, who are aged or traveling with small children etc and for providing pure vegetarian meals during the flights and during their stay at the hotel.
Monika was told that during the return journey from Melbourne to Delhivia Shanghai, the stop-over time period is short, therefore, there shall be proper escort service with a wheel-chair for her child so that there would not be any difficulty in change of planes at the Melbourne airport as well as at the Shanghai airport and further at the Delhi airport.
The complainant was also assured that she shall be given proper seats in the area earmarked for passengers travelling with small children with extra leg space.
Monika alleged that at the Delhi airport itself, when she was to board the flight for Melborne the airlines failed to provide the promised facilities like a wheel chair and escort service. Even the seats were not as promised and on-board, she was offered non-vegetarian refreshments by the cabin crew and the crew expressed inability to provide vegetarian refreshment.
As no one appeared on the behalf of the companies, they were proceeded ex parte. However, China Eastern Airlines Limited, in response to the legal notice denied its liability to provide for the refreshments during the Delhi Shanghai flight sector, to make a person available for providing assistance and wheelchair services to the complainants and to have an airlines assistance for the pick-up and drop from Shanghai Airport to the hotel etc.
WHAT WAS PROMISED AND NOT DELIVERED
During the Delhi to Melbourne flight via Shanghai, as the stopover time was more than 12 hours, the airline will provide hotel stay with full meals and pick-up and drop facility from the airport to the hotel in Shanghai
As the passenger was a women travelling alone with infant, she would be provided seats with extra leg space.