Delhi Consumer Commission has directed American Express to compensate Rs 30,000 after its travel portal failed to list a separate category for 12‑17‑year‑old travellers, causing boarding denial for three children. The ruling underscores the liability of online booking platforms for inadequate age‑based information.
Key Takeaways
- American Express ordered to pay Rs 30,000 compensation
- Absence of a 12‑17 year traveller category deemed a service deficiency
- Online travel portals will face stricter scrutiny on age‑related booking rules
The Delhi Consumer Commission, on June 24, issued a binding order that American Express Banking Corp must pay Rs 30,000 to a family whose children faced boarding problems at an airport. The commission found that the company’s travel‑booking portal, travelamericanexpress.co.in, did not provide a distinct “young traveller” category for passengers aged 12‑17, forcing a 15‑year‑old to be classified as an adult.
Case Background
Consumer Gaurav Gupta booked three tickets for an AirAsia flight from New Delhi to Pune on December 23, 2018, using his American Express credit card. The portal offered only three age buckets – “infant”, “child” and “adult”. Consequently, the 15‑year‑old Ahaana Shams Naved was entered as an adult, while her two younger sisters (both 9) were entered as children.
When the family arrived at the airport, the father (also the complainant’s brother‑in‑law) proceeded to a business meeting in Chandigarh after checking the children in. At the AirAsia check‑in counter, the airline staff denied boarding to the three minors because they were not accompanied by an adult over 18, as per airline policy. The father had to cancel his meeting, rush back, and sign a special undertaking before the children were finally allowed to board.
Commission’s Findings
The commission held that AirAsia itself was not at fault; the airline’s safety policy requiring an adult guardian for minors was correctly applied. However, American Express’s website design constituted a “deficiency in service” because it failed to capture the true age of the 15‑year‑old passenger, creating avoidable hardship and mental anguish for the children and their parents.
Accordingly, the commission ordered American Express to pay Rs 30,000 within three months, with a 6 % per annum interest for any delay.
Legal and Consumer Implications
This ruling sends a clear signal to all online travel aggregators: age‑based travel requirements must be transparently displayed. Failure to do so can attract consumer‑law penalties, reinforcing the need for robust UI/UX that aligns with airline regulations. Consumers with similar grievances can approach their state consumer helpline or the National Consumer Helpline (1915 or 1800‑11‑4000).
Future Outlook
Industry observers predict that major booking platforms will soon introduce a dedicated “young traveller” bracket (12‑17 years) to avoid regulatory scrutiny. Such a move will not only improve customer experience but also help airlines enforce safety protocols without ambiguity.
