A person travelling by air expects a ce-rtain standard of courtesy, care and service. If the airline is negligent, it is liable to compensate the consumer. The compensation should commensurate with the seriousness of the deficiency in service.
Case Study: Malti Madhukar Pahade was travelling from Mumbai to New York by Air India. On the flight, she was served with stale, spoilt, and contaminated food. The curd had turned green, while the bowl of rice contained a strand of hair. So she felt nauseated and went hungry. Feeling aggrieved, she filed a complaint before the district consumer forum.
The forum allowed the complaint and directed the airline to pay Rs.15,000 as compensation. A period of two weeks was given for compliance of the order.
The airline did not challenge the order, but Malti filed an appeal before the Maharashtra State Commission contending that the compensation was not adequate and that it should be enhanced. After hearing the rival contentions, the state commission observed that serving of spoilt food during air travel would certainly create an extremely bad situation for a passenger who would suffer inconvenience and agony till she reached her destination. So, the state commission increased the compensation to Rs 1 lakhs and also granted litigation costs of Rs.10,000.
25/09/16 Jehangir B Gai/The Times Of India
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Case Study: Malti Madhukar Pahade was travelling from Mumbai to New York by Air India. On the flight, she was served with stale, spoilt, and contaminated food. The curd had turned green, while the bowl of rice contained a strand of hair. So she felt nauseated and went hungry. Feeling aggrieved, she filed a complaint before the district consumer forum.
The forum allowed the complaint and directed the airline to pay Rs.15,000 as compensation. A period of two weeks was given for compliance of the order.
The airline did not challenge the order, but Malti filed an appeal before the Maharashtra State Commission contending that the compensation was not adequate and that it should be enhanced. After hearing the rival contentions, the state commission observed that serving of spoilt food during air travel would certainly create an extremely bad situation for a passenger who would suffer inconvenience and agony till she reached her destination. So, the state commission increased the compensation to Rs 1 lakhs and also granted litigation costs of Rs.10,000.
25/09/16 Jehangir B Gai/The Times Of India
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