The District Consumer Disputes Redressal Commission, Kangra at Dharamshala, has ruled that Thai Lion Air committed a severe “deficiency in service” and a “violation of basic human rights” by denying drinking water to minor children during a six-hour international flight because their parent could not pay in Thai Baht.
The Commission, presided over by Mr. Hemanshu Mishra (President) and Ms. Arti Sood (Member), allowed the complaint filed by Tarun Kumar Chaurasia, directing the airline to pay Rs. 1,00,000/- in compensation for the distress caused, in addition to reimbursing other losses and litigation costs.
Background of the Case
The complainant, Tarun Kumar Chaurasia, had booked air tickets with Opposite Party No. 1, Thai Lion Air, for himself and his family for travel from Amritsar (ATQ) to Bangkok Don Mueang (DMK) and back. The journey, under PNR SMZTFW (Flight No.SL0214), was scheduled from 13th January 2025 to 20th January 2025.
According to the complaint, this booking was part of a pre-planned itinerary that included pre-booked hotels and inland travel arrangements in Bangkok and Pattaya, Thailand.
However, the complainant alleged that Thai Lion Air “unilaterally rescheduled” the flights from 13th-20th January 2025 to 14th-21st January 2025 “without my consent.” This rescheduling caused severe disruption to the family’s itinerary, leading to financial losses, including a non-refundable hotel booking valued at INR 2,527/-, and professional inconvenience.
Complainant’s Allegations and Ex-Parte Proceedings
The complainant filed the consumer complaint (No.-164/2025) alleging deficiency in service on two primary grounds. The first was the unilateral rescheduling of the flights.
The second allegation concerned an incident during the journey from Amritsar to Bangkok. The complainant stated that the airline “denied drinking water” to him and his minor children (aged 10 and 15). The crew allegedly refused to provide water on the ground that “only Thai Baht was accepted for purchase of water.”
Notices were issued by the Commission to both Opposite Party No. 1 (Thai Lion Air) and Opposite Party No. 2 (Directorate General of Civil Aviation). The judgment notes that despite valid service, “none appeared on behalf of opposite party(s) and opposite party(s) were proceeded ex-parte.”
Commission’s Analysis and Findings
The Commission proceeded to hear the case ex-parte, relying on the evidence submitted by the complainant, which included his affidavit (Ext.CW-1) and documents (Annexures C-1 to C-7).
The judgment highlights Annexure C-4, a “passenger comment form,” as key evidence. The Commission noted that “crew on board named Sunisa has signed the statement given by the passenger Sh. Tarun.” This statement confirmed that “there is no free provision for regular water in the flight” and that the complainant was “denied [water] on the ground that Thai Baht was accepted.”
The Commission observed that the complainant’s two children, aged 10 and 15, “were thirsty” and were also not provided food due to the non-availability of Thai currency.
As the airline “did not bother to contest the complaint and opted to remain ex-parte,” the Commission found that the “evidence adduced by the complainant remains unrebutted and unchallenged.” It further stated, “There is no reason to disbelieve the cogent and convincing evidence adduced by the complainant.”
In its concluding finding, the Commission held that “the opposite party No.1 has committed deficiency in service by keeping the minor kids of the complainant thirsty for six hours long journey.”
In a significant observation, the Commission stated: “The crew of the opposite party No.1 has not even committed deficiency in service, but the basic human rights have also been violated in the present case.”
Furthermore, the Commission also found that “Even the rescheduling of flight, without the prior consent of the complainant is also deficiency in service.”
The Final Decision
Finding that the “complaint deserves to be allowed,” the Commission issued the following directives to Opposite Party No. 1 (Thai Lion Air):
- To reimburse the amount of Rs. 2,527/- (for the non-refundable hotel) to the complainant, along with interest at a rate of 9% per annum from the date of the complaint (26.04.2025) until its realization.
- To pay compensation to the complainant “to the tune of Rs.1,00,000/-.”
- To pay litigation costs, which were “quantified as Rs.10,000/-.”
