In a significant development, the Permanent Lok Adalat (Public Utility Services) in Chandigarh has ruled in favor of senior citizens Sunil and Kusum Parti, directing Air India to compensate them with Rs 48,000 for an ordeal involving a seat change on a Delhi-Vancouver flight. The couple, who had paid an additional premium for specific seats, faced a shocking surprise during boarding, leading to a legal battle that has now resulted in a compensation order.
The Seat Change Debacle:
The couple, having paid an extra Rs 18,000 for seats with extra legroom, selected seats 41C and 41A for their June 22 flight. However, their boarding passes presented them with different seats (32E and 32D) at the time of boarding, catching them off guard with no prior notice. Allegedly met with rude behavior when questioning the change, they were given an ultimatum by airline staff: accept the new seats or forfeit the boarding.
Air India’s Response:
In response to the couple’s complaint, Air India argued that the petition lacked merit, suggesting health reasons for the denial of the emergency exit seats initially booked. The airline claimed that considering the senior citizen status of the couple, they were ineligible for those seats, which were reassigned after safety evaluations.
Lok Adalat Ruling:
Disagreeing with Air India’s stance, the Lok Adalat bench emphasized the airline’s responsibility to verify passenger eligibility before charging extra for specific seats, despite disclaimers on the website. The ruling, delivered by Chairman S K Sachdeva and members Sakshi Singh and Roonam Kaushik, stated that the couple is entitled to Rs 48,000 as compensation.
Implications and Highlights:
The ruling underscored the discomfort faced by the elderly passengers during the approximately 15-hour journey and emphasized that the airline had not refunded the extra premium charged. The decision further stressed the airline’s duty to ensure a seamless and hassle-free experience for passengers who had innocently paid for specific seats.
