The Chandigarh State Consumer Disputes Redressal Commission has upheld an order directing an airline and an online travel booking platform to pay Rs 1.88 lakh to a passenger who incurred additional expenses after a flight disruption caused by flooding in Dubai. The Commission held that extraordinary weather conditions could explain the disruption of flights but did not absolve the airline of its responsibility to establish that passengers were informed promptly and offered suitable alternatives.
A Bench comprising Commission President Justice Raj Shekhar Attri and member Preetinder Singh dismissed the airline’s appeal against the May 4 order of the District Consumer Disputes Redressal Commission-I, Chandigarh.
In its October 28 decision, the State Commission found no illegality or material irregularity in the district commission’s directions.
Passenger Forced to Purchase Fresh Tickets
The complaint concerned a European trip planned by a Chandigarh resident and his wife in April 2024. They had booked tickets from New Delhi to Milan through Dubai for April 19, with their return journey from Thira, Greece, to New Delhi via Dubai scheduled for May 10.
The couple paid Rs 1,45,384.99 for the bookings made through an online travel platform.
However, after reaching Delhi airport on April 19, they learnt that their journey had been affected by severe weather conditions and flooding in Dubai. According to the passenger, neither the airline nor the booking platform had adequately communicated the disruption beforehand.
As no suitable alternative arrangement was provided, the couple purchased tickets on another international airline for Rs 2.13 lakh.
The passenger also claimed losses of Rs 23,600 relating to prepaid accommodation and one day’s business opportunities. He further alleged that the booking platform failed to reissue the couple’s return tickets despite repeated requests.
Another grievance concerned the proposed refund. According to the complaint, the companies initially indicated a refund of Rs 54,938.50 but subsequently reduced the amount to Rs 24,582.
Airline Cites Extraordinary Flooding in Dubai
Challenging the district commission’s order, the airline maintained that the disruption resulted from circumstances beyond its control.
It submitted that unprecedented storms and floods between April 14 and April 19, 2024, had severely affected operations in Dubai and left thousands of passengers stranded.
The airline also argued that restrictions affecting transit passengers had been publicised through its website, social media accounts and other online channels.
Given the scale of the emergency, it contended that communicating individually with every affected passenger was not feasible.
Commission Finds No Proof of Timely Communication
The State Commission distinguished between the airline’s inability to operate flights during extreme weather and its obligation to communicate disruptions to passengers.
It observed that the airline had failed to establish that the complainant received advance information about the disruption or was offered suitable alternative travel arrangements.
The Commission noted that the couple became aware of the problem only after reaching Delhi airport on April 19.
During the appeal, the Commission examined an advisory issued by the Indian Embassy in Abu Dhabi on April 19 and an email produced by the airline.
However, it pointed out that the airline’s own account placed the beginning of the adverse weather conditions between April 14 and April 19.
The Commission reasoned that information communicated on April 14 or 15 could have enabled the couple to arrange alternative travel and potentially avoid the additional expenditure.
It clarified that the airline’s liability did not arise merely because its operations were disrupted by bad weather. The deficiency concerned its failure to demonstrate timely communication and the provision of appropriate alternatives.
Rs 1.88 Lakh Award Upheld With 9% Interest
Finding no grounds to interfere with the district commission’s decision, the State Commission upheld the monetary relief granted to the passenger.
The airline and the online booking platform must pay Rs 1.88 lakh, along with simple interest at 9 per cent per annum from the date of filing the consumer complaint until realisation.
The companies were also directed to pay Rs 10,000 towards mental agony, harassment and litigation expenses.
The decision reinforces the distinction between flight disruptions caused by circumstances beyond an airline’s control and deficiencies in communicating those disruptions to affected passengers.
