December 24, 2025 : The District Consumer Disputes Redressal Commission, South Delhi, has held Alliance Air Aviation Limited liable for deficiency in service and directed it to pay ₹1 lakh as compensation to a senior citizen passenger who was made to wait in an airport shuttle bus for over two hours without basic amenities and was not served her pre-booked meal. Background of the Case
The complaint was filed by Smt. Shashi Singhai, a resident of Chhattarpur, New Delhi, who had booked an economy class ticket with meals from New Delhi to Bilaspur, Chhattisgarh, for 18 December 2021 on flight AI 9697. The flight was scheduled to depart at 9:50 AM and arrive at 1:35 PM.
According to the record, the original boarding pass was withdrawn due to delay, and a fresh boarding pass reflecting a revised departure time of 11:15 AM was issued.
After passengers had boarded, an announcement was made regarding a technical fault. All passengers were de-boarded and made to wait in a carrier bus or airport shuttle for more than two hours without drinking water or access to washrooms. The Commission noted that the airline did not deny this factual position.
The complainant, a senior citizen and diabetic, stated that she faced serious discomfort during this period.
Diversion and Non-Provision of Meal
The flight eventually departed around 1:30 PM. Though originally scheduled to operate via Allahabad to Bilaspur, it was later diverted to Raipur, allegedly due to bad weather at Bilaspur.
The Commission recorded that the airline failed to place any documentary evidence on record to substantiate the claim of bad weather leading to diversion.
It was also not disputed that despite the complainant having pre-booked a meal, no food or refreshments were served during the journey. The Commission specifically observed that there was “no denial” regarding the non-provision of the booked meal.
The flight landed at Raipur around 6:00 PM. The complainant received no assistance from airline officials and had to hire a taxi to Bilaspur at a cost of ₹1,700.
Airline’s Defence
Initially, Air India Ltd. was impleaded. However, it was clarified that the flight had been operated by Alliance Air Aviation Limited, which functions as a separate public sector undertaking. Air India was accordingly deleted from the array of parties.
Alliance Air contended that:
- The delay was due to engineering constraints.
- Diversion to Raipur was caused by bad weather.
- The shuttle bus was not owned or directly controlled by the airline.
- Under DGCA CAR “M” and its General Terms and Conditions, it was not liable for delays caused by force majeure circumstances.
Commission’s Findings
The Bench comprising Monika A. Srivastava (President) and Kiran Kaushal (Member) first affirmed its territorial jurisdiction, noting that the complainant resided within its jurisdiction.
On merits, the Commission held:
- There was no denial that passengers were kept waiting in the shuttle for more than two hours.
- Even if there was engineering trouble, passengers could have been accommodated inside the airport and provided access to washrooms and basic amenities.
- Instead, passengers were effectively “held captive in the shuttle” without refreshment or access to public facilities.
- No evidence was produced to support the plea of bad weather diversion.
- The failure to provide the pre-booked meal was not denied.
The Commission concluded that the airline had been “highly deficient” in providing services, particularly considering that the complainant was a senior citizen who remained without food for the entire day despite having paid for a meal.
Relief Granted
By order dated 23 December 2025, the Commission directed Alliance Air Aviation Limited to pay ₹1,00,000 to the complainant within three months from the date of pronouncement. In case of default, the amount will carry interest at 5% per annum until realisation.
Cause Title: Smt. Shashi Singhai vs Alliance Air Aviation Limited
Case No.: DC/83/CC/144/2022
Coram: Monika A. Srivastava (President) and Kiran Kaushal (Member)
Date of Order: 23 December 2025
