Deficiency in service: British Airways told to pay Rs 1.5 lakh to two Punjabi women

  • PTI, Hindustan Times, New Delhi
  • Updated: Nov 27, 2014 22:03 IST

A consumer forum here has directed British Airways to pay Rs 1.5 lakh to two women for discomfort and inconvenience caused to them during their journey to the US in 2007.

The South West Delhi District Consumer Disputes Redressal Forum, presided over by SK Sarvaria, asked the airlines to pay the money to Delhi resident Harleen Kaur Dosanjh and Mumbai resident Gunmala Kaur Dosanjh, saying that due to the airlines’ deficiency in service, the women had to undergo “mental agony and physical strain”.

“We have carefully examined the documents placed on record by the complainants that fully corroborate Harleen’s testimony. It stands established that OP-I (airline) is responsible for causing discomfort and inconvenience to the complainants, who had planned their vacation in the US, but instead of enjoying, had to undergo mental agony and physical strain for which they are entitled to be reasonably compensated,” the forum said.

“We direct OP-I to pay to both complainants (Harleen and Gunmala) a total sum of Rs 1.5 lakh to be shared equally, as compensation for deficiency in service,” it said.

The women had told the forum that during their journey in November 2007 from Delhi to Honolulu, Hawaii (US) and back, they suffered a lot due to delayed flights, being downgraded from world traveller-plus class to economy class during the journey and misplacement of their luggage.

They also claimed that due to discomfort caused to them, Harleen was left bedridden for the rest of the trip and Gunmala had to look after her, which spoiled their holidays, adding that they faced other discomforts as well during their journey.

The complainants, who had sent a legal notice to the airlines, had refused a settlement amount offered by it on the ground that it was “meager” and filed a consumer complaint seeking Rs 7.11 lakh, they said.

The airlines, however, had denied the allegations of deficiency in service.

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