A Delhi consumer forum has directed Alliance Air Aviation Ltd to pay ₹50,000 as compensation for deficiency in service, holding the airline accountable for subjecting passengers to “mental torture” due to an inordinate delay in flight departure.
The District Consumer Disputes Redressal Commission (Southwest), led by president Suresh Kumar Gupta and member Harshali Kaur, passed the order on July 7 while deciding a complaint filed by two women passengers. The complainants had sought redress after their flight on June 5, 2022 was delayed for nearly six hours.
The commission observed that the airline failed to provide any valid justification for the prolonged delay.
“There is nothing on record that the delay was on account of reasons beyond the control of the opposite party. The delay is about six hours, and the information about the delay was not provided to the passengers, including the complainants,” the order stated.
The bench further noted that despite the long wait, the airline did not extend basic amenities such as refreshments or even drinking water to stranded passengers.
According to the airline, the delay was caused by an engineering snag detected after the aircraft had already been pushed from its bay. The forum, however, held that this pointed to negligence in maintenance on the part of Alliance Air.
“The long wait of the passengers for departure was nothing but mental torture. There was deficiency in service,” the commission said, ruling in favour of the complainants.
Holding the airline liable for both the inconvenience and lack of passenger care, the commission directed Alliance Air to pay ₹50,000 as compensation.
