Consumer Forum Directs Air India To Pay Rs 60,000 To Elderly Couple Over Seat Change

A dispute over a pre-booked airline seat has resulted in Air India being directed to pay Rs 60,000 in compensation to an elderly couple after the airline changed their confirmed seats on a long-haul flight. The couple alleged that the seat change caused physical discomfort and mental harassment.

The Punjab State Consumer Disputes Redressal Commission held Air India guilty of deficiency in service and directed the airline to pay Rs 60,000 as compensation to the elderly couple. The commission enhanced the compensation after finding that the inconvenience caused by the seat change had resulted in physical suffering and mental harassment.

The complainants, Amar Jit Singh Ralla and his wife, Paramjit Kaur Ralla, had booked their tickets well in advance through a travel agent and reserved seats 17A and 17B. However, at the time of boarding, Air India changed their seat allocation and allotted them different seats, which included seat 19D that allegedly had less legroom.

According to a report by The Times of India, Amar Jit Singh Ralla, who had previously undergone hip replacement surgery, claimed the seat change aggravated his condition during the nearly 14-hour flight. He alleged that he suffered severe back pain and swelling in his legs, leaving him bedridden for almost a month after the journey. The couple also said his wife was seated separately, causing her mental distress.

The couple initially approached the District Consumer Disputes Redressal Commission, which awarded Rs 40,000 as compensation, including litigation costs.

The couple argued that the compensation awarded by the district commission did not adequately reflect the physical pain, mental harassment and financial burden they had faced. They also said they had incurred expenses while pursuing the case.

The commission observed that the complainants had not only suffered physical and mental hardship but had also spent time and money pursuing legal remedies, making the earlier compensation inadequate. The commission said the compensation awarded earlier was insufficient and enhanced it from Rs 40,000 to Rs 60,000, considering the physical suffering, mental harassment and litigation expenses faced by the complainants.

The ruling shows that airlines may be held accountable if confirmed seat allotments are changed without reasonable justification where passengers with medical conditions are affected.