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A Delhi consumer forum has ordered IndiGo Airlines to pay ₹1.5 lakh to a passenger for providing an “unhygienic, dirty and stained” seat on an international flight from Baku to New Delhi in January this year.
The complainant, Pinki from Chanakyapuri, was travelling with her family when she encountered the poor seating condition. She alleged that her grievance was handled in a “dismissive and insensitive” manner. The New Delhi District Consumer Disputes Redressal Commission found IndiGo guilty of deficiency in service, noting the absence of the airline’s Situation Data Display report, a key operational document, in its defence.
The forum directed IndiGo to compensate for the discomfort, pain, and mental agony, and also awarded ₹25,000 as litigation costs. The bench observed that dirty seating violated consumer expectations and reminded that airlines must maintain proper grievance redressal mechanisms under the Consumer Protection Act, 2019.
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