New Delhi: In a ruling that could redefine how airlines handle passenger grievances, budget carrier IndiGo has been slapped with a ₹1.5 lakh penalty by a Delhi consumer forum for providing a visibly “unhygienic, dirty, and stained” seat to a female passenger and failing to handle her complaint with basic decency.
The New Delhi District Consumer Disputes Redressal Commission came down firmly on the airline, holding it guilty of “deficiency in service” and awarding compensation for the “mental agony, physical pain, and harassment” suffered by the passenger, Pinki, during her flight from Baku to Delhi on January 2.
According to Pinki’s complaint, the condition of her assigned seat was appalling visibly stained and unfit for use. She also alleged that her complaint onboard was met with “dismissiveness and insensitivity.”
While IndiGo did eventually move her to a different seat, the forum noted that the issue wasn’t just about switching chairs it was about how the matter was handled, and the distress it caused.
“The airline’s conduct reflects not just a lapse in service, but a lack of empathy,” the Commission observed in its order dated July 9, which was made public recently.
Adding weight to Pinki’s claims was the airline’s failure to present key operational records specifically, the Situation Data Display (SDD) report, a document routinely used to log in-flight incidents and service issues.
“The absence of this critical internal document weakens IndiGo’s defence considerably,” the Commission remarked. “There is no mention of it in their written statement or submitted evidence.”
In addition to the ₹1.5 lakh awarded for mental and physical distress, the Commission ordered IndiGo to pay ₹25,000 towards litigation costs, sending a clear message to airlines: customer service lapses will no longer fly under the radar.
The airline maintained that it had acted appropriately, stating that Pinki was offered an alternative seat, which she accepted and used for the remainder of the journey. However, the forum found this insufficient given the overall handling of the situation and the airline's lack of transparency during the proceedings.
In an industry where low-cost carriers often cut corners in the name of efficiency, the ruling is being seen as a wake-up call for better customer care and stricter documentation.
As the Commission put it: “Passengers don’t just pay for a ticket; they pay for dignity, safety, and respect. When that is compromised, accountability must follow.”