January 06, 2026 : District Consumer Disputes Redressal Commission-VI has held Air India guilty of deficiency in service and directed the airline to pay ₹1 lakh to a Business Class passenger who complained of multiple in-flight failures during an international journey. In its order dated 5 January 2026 in CC/153/2024, the Commission partly allowed the complaint filed by Jhanvi Sharma under Section 35 of the Consumer Protection Act, 2019.
Flight and Allegations
According to the order, the complainant had booked a Business Class ticket on Air India Flight No. A10174 from San Francisco to Delhi for travel on 28 February 2024. The ticket cost $3,000.40, equivalent to ₹2,49,151.72, and was booked through Expedia.
She alleged that during the long-haul journey she faced several issues, including: All lavatories, including those in First Class, being non-functional for most of the flight, Only two economy-class lavatories operational toward the end, catering to over 200 passengers and in poor condition, Non-working in-flight entertainment and electronic systems, Dysfunctional privacy screens, A broken and rusty tray table and Damaged life-jacket covers inside the seat dividers.
The passenger emailed the airline on 1 March 2024 highlighting the issues. In response, Air India admitted the lapse in maintaining Business Class standards and initially offered ₹10,000 as compensation. After a legal notice dated 26 March 2024, the airline increased its offer to ₹15,000, which was declined by the complainant.
Proceedings Before the Commission
Notice was issued to the airline. While Air India entered appearance, it failed to file its written statement within the statutory period. As a result, its defence was struck off.
The Commission, comprising President Poonam Chaudhry and Member Shekhar Chandra, observed that under the Consumer Protection Act, an airline qualifies as a service provider and a ticketed passenger is a consumer. Failure to provide facilities mandated under DGCA rules or services for which payment has been made amounts to deficiency in service.
The Bench noted that the airline had itself admitted shortcomings in delivering Business Class standards. Given the substantial fare paid, the Commission held that the lapses caused mental agony and harassment to the complainant.
Relief Granted
The Commission directed Air India to: Pay ₹50,000 as compensation for mental agony, harassment and Pay ₹50,000 towards litigation expenses However, it declined to order a refund of the ticket fare, observing that the passenger had already undertaken the journey. A copy of the order has been directed to be provided to the parties free of cost and uploaded on the Commission’s website.
Cause Title: Jhanvi Sharma vs Air India
Case No.: CC/153/2024
