Bengaluru Consumer Commission Orders Airline to Compensate PhD Scholar Stranded at Heathrow
In a significant verdict, the Bengaluru I Additional District Consumer Disputes Redressal Commission has ruled against an international airline, ordering a refund of Rs 1.38 lakh and additional compensation to a PhD scholar left stranded at London’s Heathrow Airport. The commission, led by President Syed Anser Kaleem along with members Jyothi N and Renukadevi Deshpande, found the airline guilty of deficiency in service for failing to assist a passenger during a flight disruption.
The Ordeal at Heathrow
The complainant, a 23-year-old student pursuing a PhD in neurobiology at the University of Saskatchewan, faced a series of travel complications in August 2024. Her journey from Canada to India turned chaotic when her initial flight was cancelled. While she was rerouted through Calgary and London, her problems compounded upon reaching Heathrow.
Despite arriving approximately two hours and 45 minutes before her connecting flight to Bengaluru, the airline staff allegedly refused to issue her a boarding pass, citing unexplained booking issues. The student claimed she was left to fend for herself without food, accommodation, or guidance. This forced her to secure an emergency 24-hour visa just to manage the situation, eventually leading her to purchase a new set of tickets through financial assistance from a friend.
The student’s father, acting as her power of attorney, subsequently filed a formal complaint seeking a refund of the original ticket cost, compensation for additional travel expenses, and damages for the immense mental agony his daughter endured.
Commission’s Findings and Ruling
During the proceedings, the airline attempted to defend its actions by claiming the student had failed to report to the check-in counter for her flight from Toronto, labeling her a “no-show.” However, the commission firmly rejected this argument, noting that the carrier failed to provide any documentary evidence to substantiate the claim.
The commission emphasized that airlines have a fundamental duty to provide adequate care to passengers, particularly when they are transit travelers caught in a disruption. The bench observed that the airline failed to exercise the diligence required of a service provider.
“The Airways did not act diligently in providing proper service to the complainant and abandoned her at London Airport,” the commission stated in its October 8 order. The bench highlighted that instead of providing basic necessities or assistance, the airline merely offered a £50 electronic voucher, which was rightly dismissed by the passenger as inadequate.
Final Verdict and Compensation
The consumer forum ordered the airline to refund the ticket cost of Rs 1,38,945 within 30 days. Furthermore, the commission directed the airline to pay Rs 25,000 as compensation for mental harassment and an additional Rs 2,000 toward litigation costs. Should the carrier fail to process the refund within the stipulated timeframe, it will be liable to pay interest at a rate of 6.5 percent per annum until the amount is fully settled.
The complaint against the online travel agency involved in the booking was dismissed, as the commission found no evidence of negligence on their part. The case serves as a stern reminder to international carriers regarding their accountability toward passengers during transit disruptions.
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