✈️ Passenger Offloaded, Justice Onboard: Ernakulam Consumer Commission Fines IndiGo ₹1.22 Lakh for Service Deficiency

 ✈️ Passenger Offloaded, Justice Onboard: Ernakulam Consumer Commission Fines IndiGo ₹1.22 Lakh for Service Deficiency

By Public Right Action Network (PRAN)
📅 Published: November 2025
🧾 Order Date: 30 October 2025 | Case No. C.C.No. 409/2021 | Ernakulam District Consumer Disputes Redressal Commission, Kerala

🧾 The Case in Brief

In a remarkable affirmation of passenger rights under India’s consumer protection regime, the Ernakulam District Consumer Disputes Redressal Commission has held InterGlobe Aviation Ltd. (IndiGo Airlines) guilty of deficiency in service and unfair trade practice for forcing a passenger to de-board after boarding a flight and failing to honour promised assistance.

The complainant, Mr. T.P. Salim Kumar, an IRS officer, had booked seat 15F on IndiGo flight 6E-755 (Mumbai → Kochi) on 14 December 2019. Despite clearing all formalities and boarding, he was unexpectedly asked to de-board, told there was a “technical/operational issue.”

IndiGo assured him of a refund, food and lounge access, and re-accommodation on another flight the same evening. However, the airline failed to deliver on these promises: he was rebooked only for 00:25 hrs the next day, made to pay ₹2,150 at the lounge, and missed pre-scheduled engagements, including a prepaid cinema ticket.

After being offered only a ₹10,000 travel voucher and ₹10,000 ex-gratia (which he rejected), he filed a complaint before the Ernakulam District Consumer Commission in 2021.

 The Commission’s Findings

The Commission, presided over by Sri. D.B. Binu (President), held that IndiGo’s actions amounted to deficiency in service and unfair trade practice under the Consumer Protection Act, 2019. Key observations included:

• Once a passenger boards an aircraft, denial of carriage without genuine justification constitutes a grave service lapse.

• Assurances of refund and accommodation must be honoured promptly; failure to do so erodes consumer trust.

• The airline’s conduct caused the complainant mental agony, humiliation, and financial hardship beyond the mere loss of airfare.

• Technical reasons cannot absolve a service provider when commitments made to a consumer are not fulfilled.

💰 The Order and Compensation

The Commission directed IndiGo (InterGlobe Aviation Ltd.) to:

1. Refund ₹2,150 (lounge fee) + ₹626 (cinema ticket cost) with 9% interest per annum from 15 Dec 2019 till realisation;

2. Pay ₹1,00,000 as compensation for mental agony, distress, and harassment;

3. Pay ₹20,000 as litigation cost;

4. Comply within 45 days of receiving the order, failing which the entire sum would carry 9% interest from the complaint filing date.

🟩 Total Relief: Approximately ₹1.22 lakh.

🔍 Legal and Consumer Insights

1️⃣ Airlines fall squarely under Consumer Protection Law
Air passengers qualify as “consumers.” Airlines are liable for service deficiencies, even where internal or operational issues are cited.

2️⃣ Refunds are not enough
Compensation must also account for non-financial harm — inconvenience, embarrassment, and loss of time or dignity.

3️⃣ Technical excuses don’t override accountability
Safety concerns may justify delay, but cannot excuse failure to provide timely assistance, alternate arrangements, or promised facilities.

4️⃣ Jurisdiction reaffirmed
IndiGo’s objection to jurisdiction was rejected — since the cause of action partly arose in Kochi, the forum was competent to hear the case.

5️⃣ Consumer Protection Act, 2019 applied robustly
The order underscores how the 2019 Act strengthens consumers’ rights to seek redress for harassment and unfair practices.

Why It Matters

This case is more than an isolated consumer dispute — it’s a message that service dignity is as important as service delivery. Airlines must treat passengers with fairness, empathy, and accountability.

The decision also reflects the growing readiness of consumer commissions to hold powerful service providers answerable for negligence, humiliation, or misleading conduct — extending consumer justice beyond refunds to respect and responsibility.

🗣️ What Passengers Can Do

If you’re unfairly denied boarding, offloaded, or poorly treated by an airline:

1. 📸 Collect Evidence – Tickets, boarding passes, and all written communication.

2. ✉️ Ask for a Written Explanation – Obtain a written reason for denial or delay.

3. 🧭 Complain to DGCA – Use the AirSewa portal: https://airsewa.gov.in.

4. ⚖️ File a Consumer Complaint – Approach your local Consumer Commission under the Consumer Protection Act.

5. 💬 Seek Compensation – Demand reimbursement and damages for mental agony and inconvenience.

🟢 PRAN’s View

The Ernakulam order is a welcome precedent — a reminder that every consumer deserves dignity, fairness, and accountability.

Airlines, railways, hospitals, and digital platforms alike must understand that the Consumer Protection Act 2019 is not limited to defective goods — it protects the human experience of service itself.

Public Right Action Network (PRAN) applauds this decision as a step toward a more responsible service economy and a stronger culture of consumer respect.

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📚 References and Citations

1. Passenger Offloaded: Ernakulam Consumer Commission Fines IndiGo, Orders Refund And Compensation, LiveLaw, 1 Nov 2025. https://www.livelaw.in/consumer-cases/passenger-offloaded-ernakulam-consumer-commission-fines-indigo-orders-refund-and-compensation-308550

2. IndiGo ordered to pay Rs 1.22 lakh for off-loading passenger over seat issue, The New Indian Express, 30 Oct 2025. https://www.newindianexpress.com/cities/kochi/2025/Oct/30/indigo-ordered-to-pay-rs-122-lakh-for-offloading-passenger-over-seat-issue

3. Ernakulam Consumer Commission Fines IndiGo For Offloading Passenger; Orders ₹1 Lakh Compensation and Refund, 24Law, 1 Nov 2025. https://24law.in/story/ernakulam-consumer-commission-fines-indigo-for-offloading-passenger-orders-1-lakh-compensation-and

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