In a recent ruling by the Chandigarh District Consumer Disputes Redressal Commission, Air India has been directed to pay a compensation of Rs 50,000 to two senior citizens for the discomfort they endured due to broken seats during a flight from New York to Delhi.

The quorum of President Pawanjit Singh and member Suresh Kumar Sardana highlighted that evidence indicated the seats were faulty, leading to physical discomfort for the complainants, resulting in mental agony and harassment.

The order stemmed from a consumer complaint filed by Rajesh Chopra and Gamini Chopra, who had booked business class tickets for their journey from New York to New Delhi. They paid Rs 8,24,964 to Air India, expecting a comfortable journey, especially considering Rajesh Chopra’s condition as a brain stroke patient undergoing physiotherapy in America.

However, their expectations were shattered when they were forced to endure broken seats for the 14-hour flight, with no option but to sit with the support of stools in front. This lack of proper seating meant they couldn’t recline their seats, leading to excessive swelling and pain for Rajesh Chopra.

Despite their attempts to address the issue with Air India through emails and legal notices, the response from the airline only expressed regret for the inconvenience caused, suggesting the complainants should have been more vigilant in choosing their seats.

The Commission, after reviewing the evidence, concluded that Air India was deficient in providing service and therefore obligated to compensate the complainants for their suffering. The seats allotted to them were found to be defective, as they did not slide or move forward as expected.

Consequently, the Commission ordered Air India to pay Rs 50,000 in compensation to the couple, along with Rs 10,000 as litigation costs.