The District Consumer Disputes Redressal Commission (DCC) in Jalandhar has directed Air India to pay a total compensation of ₹35,000 to a Punjab resident. The sum is split into ₹25,000 for inconvenience, pain and mental harassment, and an additional ₹10,000 for litigation costs.

Incident Background

The complainant booked a round‑trip ticket from San Francisco to Amritsar via Delhi, paying US$515 for the airfare and an extra US$50 (approximately ₹4,200) to secure a preferred seat. Upon boarding, he discovered that the allocated seat was broken, lacked proper cushioning, and was unsafe for use. Suffering from claustrophobia and chronic back issues, he alerted the cabin crew and requested a replacement, but received no meaningful assistance and was forced to endure the entire 16‑hour journey on the defective seat.

Air India’s Response

Air India denied any defect, stating that the aircraft had undergone routine maintenance and that cabin logs showed no prior complaints about the seat. The airline claimed that when the passenger expressed discomfort, an alternative seat was offered, which the passenger declined after being told the available seats were not significantly different in comfort.

Nevertheless, internal email correspondence from Air India apologized for the inconvenience and initially offered a token compensation of ₹4,000, later raised to ₹5,000.

Commission’s Findings

The commission noted that the complainant promptly raised his grievance, provided photographs of the seat, and shared email exchanges with the airline. Based on this evidence, the commission concluded that Air India’s service was deficient, as it failed to deliver the reasonable level of comfort expected from a passenger who paid extra for seat selection.

Although no medical evidence was submitted to substantiate claims of claustrophobia or physical injury, the commission held that the documented inconvenience, discomfort, and mental harassment were sufficient to merit compensation.

Implications for Consumer Rights

This ruling reinforces the strength of India’s consumer protection framework, especially in the aviation sector. It signals to airlines that premium fees for seat selection come with an obligation to provide a seat that meets basic safety and comfort standards. Travelers are encouraged to document any grievances promptly and to pursue legal recourse when airlines fall short of promised services.

Consumers can contact their state consumer helpline (Punjab: 0800‑22577) or the National Consumer Helpline at 1915 for assistance.