Chandigarh: The district consumer dispute redressal forum has directed Air India to pay Rs 7,000 as compensation for not informing the complainant about their failure to upgrade his seat from economy class to business class and for failing to refund the money paid for the same.
The complainant, Rajbirinder Singh Chahal, had stated in his complaint that he travelled from New Delhi to London in June 2018 and returned by Air India’s flight on June 27, 2018. On his return journey, he decided to upgrade his travel status from economy class to business class and for that purpose he put his request on the web portal of Air India and also paid Rs 39,569 through his debit card. On reaching Heathrow Airport, London, he was informed by the airlines that his status could not be upgraded due to non-availability of seat in the business class and, therefore, he was issued boarding pass to travel in the economy class.
It was averred that as per the terms and conditions of the airlines stipulated under the heading, ‘steps to get an upgrade’: “The airlines will notify the complainant via e-mail about his upgrade status within one to four days before the flight departure and if not upgraded then the price will be refunded to the complainant within 5 days after the flight departure”.
He alleged that it was incumbent upon the airlines to refund Rs 39,569 charged for upgrading the seat. It has further been averred that Rs 39,569 has not been refunded to him despite repeated requests and service of legal notice dated August 23, 2018.
The airlines, however, stated that the complainant logged directly to the website of the Option Town Company at London for upgrading his air ticket while he was in London and the Option Town Company is a software firm which is working for international airlines abroad and in India as well and for the airlines, but not directly related to it, provided services for upgrading seats from economy class to executive class to the prospect customers.
It has further been pleaded that the said company released the upheld money to the airlines and they further refunded the amount of Rs 39,569 back into the account of the complainant.
22/07/19 Kamini Mehta/Times of India
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The complainant, Rajbirinder Singh Chahal, had stated in his complaint that he travelled from New Delhi to London in June 2018 and returned by Air India’s flight on June 27, 2018. On his return journey, he decided to upgrade his travel status from economy class to business class and for that purpose he put his request on the web portal of Air India and also paid Rs 39,569 through his debit card. On reaching Heathrow Airport, London, he was informed by the airlines that his status could not be upgraded due to non-availability of seat in the business class and, therefore, he was issued boarding pass to travel in the economy class.
It was averred that as per the terms and conditions of the airlines stipulated under the heading, ‘steps to get an upgrade’: “The airlines will notify the complainant via e-mail about his upgrade status within one to four days before the flight departure and if not upgraded then the price will be refunded to the complainant within 5 days after the flight departure”.
He alleged that it was incumbent upon the airlines to refund Rs 39,569 charged for upgrading the seat. It has further been averred that Rs 39,569 has not been refunded to him despite repeated requests and service of legal notice dated August 23, 2018.
The airlines, however, stated that the complainant logged directly to the website of the Option Town Company at London for upgrading his air ticket while he was in London and the Option Town Company is a software firm which is working for international airlines abroad and in India as well and for the airlines, but not directly related to it, provided services for upgrading seats from economy class to executive class to the prospect customers.
It has further been pleaded that the said company released the upheld money to the airlines and they further refunded the amount of Rs 39,569 back into the account of the complainant.
22/07/19 Kamini Mehta/Times of India
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