Airline IndiGo penalized with a sum of Rs. 1,75,000 due to providing a passenger with a filthy, unsanitary, and stained seat.
In a recent ruling by the New Delhi District Consumer Disputes Redressal Commission, IndiGo airline has been ordered to pay a hefty compensation to a passenger named Pinki. The incident in question occurred during a flight from Baku to New Delhi on January 2, 2025, where Pinki was provided with a seat that was described as "dirty, unhygienic, and stained."
The commission, headed by Poonam Chaudhry and including members Bariq Ahmed and Shekhar Chandra, found IndiGo guilty of deficiency in service. The airline has been ordered to pay Pinki a compensation of Rs 1.5 lakh to cover her mental agony, physical pain, and harassment. Additionally, IndiGo has been instructed to pay Rs 25,000 towards litigation costs.
IndiGo, however, denied wrongdoing, stating that they offered Pinki another seat, which she accepted and used to complete her journey to Delhi. However, the absence of the Situation Data Display (SDD) document, which records passenger-related incidents, weakened IndiGo's defense during the case.
This is not the first time IndiGo has faced complaints regarding poor service and unhygienic seating conditions. In the past, there have been reports of overbooking, denial of boarding despite confirmed bookings, and mishandling of luggage. One such incident involved a family being denied boarding due to overbooking and losing luggage, which led to a social media outcry and a report to the Directorate General of Civil Aviation (DGCA). In that case, IndiGo reportedly denied compensation, raising questions about their customer service and operational ethics.
Pinki, a resident of Delhi's Chanakyapuri, booked tickets for herself, her husband, and two family members on December 27, 2024. The ruling was made on July 9, 2025. Pinki sent a legal notice to IndiGo on January 13 but did not receive a satisfactory reply.
The ruling by the New Delhi District Consumer Disputes Redressal Commission underscores the importance of maintaining high standards of service and hygiene in the aviation industry. It serves as a reminder for airlines to prioritise the comfort and safety of their passengers.
Finance and lifestyle have been significantly impacted by the ruling, as IndiGo airline has been ordered to pay a substantial compensation to Pinki, affecting her travel expenses and overall expenses. The incident, which took place during a flight from Baku to New Delhi, highlights the need for a defi (definition: decent finance in the digital market) mindset in the travel market, where ensuring customer satisfaction and maintaining high lifestyle standards are crucial.
