Law Notify : The District Consumer Disputes Redressal Commission–VI, New Delhi, has directed Air India to pay a total compensation of ₹1.5 lakh to a passenger and his daughter for deficiency in service during a long-haul international flight, citing broken seats, non-functional in-flight entertainment systems, unhygienic washrooms, poor food quality and an inadequate response from the cabin crew.

The order was passed on January 14, 2026, by a coram comprising President Poonam Chaudhry and Member Shekhar Chandra in a complaint filed by Shailendra Bhatnagar, who had travelled with his daughter on Air India’s Delhi–New York–Delhi flights in September 2023.

According to the complaint, the passengers had booked economy class tickets through MakeMyTrip for Air India flight AI-101 from Delhi to New York on September 6, 2023, and AI-102 for the return journey on September 13, 2023. The total ticket cost was ₹2.73 lakh, with an additional ₹45,000 paid for a change in travel date, taking the overall expenditure to ₹3.18 lakh.

Alleging serious lapses in service, the complainant stated that both he and his daughter had a “worst travel experience” due to the deplorable condition of the aircraft. He alleged that the seats were broken and uncomfortable, seat controls and call buttons were not working, in-flight entertainment screens were defective, washrooms were foul-smelling and unhygienic, and the quality of food and beverages was poor. He further claimed that repeated complaints to the cabin crew went largely unaddressed. Photographs showing the condition of the seats were placed on record before the Commission.

The complainant also pointed out that despite sending a detailed legal notice to the airline in November 2023, Air India neither responded nor offered any explanation or remedial action. On these grounds, he sought a full refund of ₹3.18 lakh along with ₹10 lakh as compensation for mental agony and harassment.

Air India denied all allegations, contending that the aircraft had undergone routine pre-departure checks and was cleared for operation. The airline claimed that the complainant and his daughter had sought an upgrade to business class, which could not be granted due to non-availability of seats, and suggested that the complaints surfaced only after the upgrade request was declined. It also asserted that the cabin crew had provided assistance and alternative amenities during the flight.

MakeMyTrip, which was also arrayed as an opposite party, argued that its role was limited to facilitating ticket bookings and that it had no control over flight operations or onboard services. It maintained that there was no deficiency in service on its part, as the tickets were duly booked and confirmed.

After examining the pleadings and evidence, the Commission held that under the Consumer Protection Act, 2019, an airline is a “service provider” and a passenger who has paid for air travel is a “consumer”. It observed that failure to provide mandatory facilities, as required under DGCA norms, amounts to deficiency in service. The Commission noted that Air India had given only vague replies to specific allegations relating to seat condition, hygiene, in-flight systems and food quality.

The Commission also drew an adverse inference from Air India’s failure to respond to the legal notice sent by the complainant. It observed that if there had been no fault in the services, the airline would have “reacted sharply” at the notice stage. This silence, the Commission held, significantly weakened the airline’s defence.

However, the Commission declined the complainant’s request for a refund of the ticket amount, holding that since the passengers had completed the journey and availed the service, compensation rather than refund was the appropriate remedy. All claims against MakeMyTrip were dismissed, with the Commission finding no deficiency in service on the part of the booking platform.

Accordingly, Air India was directed to pay ₹50,000 each to the complainant and his daughter towards compensation for mental agony and harassment, along with ₹50,000 as litigation expenses, totalling ₹1.5 lakh. The complaint was disposed of with these directions.

Cause title: Shailendra Bhatnagar v. Air India & Anr.
Case No.: CC/446/2023
Coram: Ms. Poonam Chaudhry (President), Mr. Shekhar Chandra (Member)