The New Delhi District Consumer Disputes Redressal Commission has found IndiGo Airlines guilty of deficiency in service after a woman passenger was allotted an “unhygienic and stained” seat during an international flight. The commission has ordered the airline to pay ₹1.5 lakh to the woman as compensation for the discomfort, pain and mental agony that caused, along with ₹25,000 towards litigation costs.
The complaint was filed by Pinki, a resident of Chanakyapuri, who had booked flight tickets for herself, her husband and two other family members from Baku to New Delhi on December 27, 2024, at a total cost of ₹48,739 from a travel agency. They travelled from Baku to New Delhi on January 2, 2025, upon boarding, she saw a seat that was “dirty, stained and unhygienic.” Pinki alleged that her complaint was handled in a “dismissive and insensitive” manner by the cabin crew.
What Happened on the IndiGo Flight
According to the complaint, when Pinki raised the issue, a cabin crew member expressed inability to provide a clean replacement seat but later offered her an isolated seat in the 14th row, along with an apology. Dissatisfied with the handling of the matter, Pinki sent a legal notice to the airline on January 13. With no satisfactory response, she approached the consumer commission seeking compensation for harassment, emotional distress, and breach of service standards.
IndiGo’s Defence
IndiGo countered the allegations by claiming that the issue was promptly addressed by assigning the passenger an alternative seat, which she accepted and used to complete her journey.
In its July 9 order, recently made public, the forum stated, “We find the opposite party (IndiGo) guilty of deficiency in service.”
It further noted that the passenger endured significant discomfort, pain, and mental distress during the journey, warranting compensation. The commission therefore directed IndiGo to pay ₹1.5 lakh for mental agony, physical discomfort, and harassment, along with ₹25,000 towards litigation costs.
The forum also highlighted that the airline failed to present the Situation Data Display (SDD) report—a crucial internal operational record required under standard aviation protocols—significantly weakening its defence.
“There is no reference to this report in the written statement or in the evidence filed by the opposite party. The SDD is a crucial document used for flight operation monitoring and to record passenger-related incidents. The absence of this document significantly weakens the opposite party’s defence,” the order said.
Commission’s Findings
The bench, comprising President Poonam Chaudhry and members Bariq Ahmed and Shekhar Chandra, ruled that the airline’s actions amounted to a deficiency in service. The order stated:
“Dirty seating arrangements represent a direct breach of consumer expectations and the airline’s contractual obligations.”
The commission also reminded that all Indian-registered airlines are required, under Civil Aviation Requirements and the Consumer Protection Act 2019, to maintain a responsive grievance redressal mechanism and a dedicated helpline for passengers.
As a result, the commission directed IndiGo to pay ₹1.5 lakh as compensation for mental agony, physical discomfort, and harassment, in addition to ₹25,000 for litigation expenses.