Go Airlines India Limited has been ordered to pay Rs 10,000 as compensation for "mental agony" to each of the 11 members of a travellers group that was left stranded at Mumbai airport after being denied boarding passes despite having confirmed tickets in September 2014.
The directions were issued by the district consumer disputes redressal forum, SAS Nagar.
The travelers had complained that the airline company had indulged in "unfair trade practice" by not accommodating them on a flight from Mumbai to Chandigarh on September 22, 2014, against confirmed air tickets "without assigning any valid and legal reasons".
The consumer forum, presided over by Madhu P Singh, held: "No doubt the complainants have suffered harassment and agony at the Mumbai airport… Thus, for causing inconvenience and harassment to the complainants by not issuing them the boarding passes without assigning any reason is an act of deficiency in service."
The complainants had stated that they were returning to Chandigarh from Goa on September 22, 2014, and had alighted at Mumbai airport to board a connecting flight.
However, they said, 11 among the group of 13 were denied boarding passes and that ground staff of the airline only verbally told them that the passengers were late.
When the group, the complainants said, approached the deputy airport manager and raised the issue with him, he accommodated them in an alternative flight to Delhi, from where Go Air made arrangements for their road travel.
Zirakpur-based travel agent Go Green Journeys and the airlines company were proceeded exparte as none appeared despite notice.