The Jalandhar District Consumer Disputes Redressal Commission has pulled up Air India for a five-year delay in refunding a ticket, citing deficiency in service. The commission directed the airline to refund the amount along with compensation and litigation costs to the complainant.
Background of the Case
The complainant, a resident of Jalandhar, had booked a ticket with Air India for a domestic flight. However, due to unavoidable circumstances, the complainant had to cancel the ticket. Despite multiple requests, Air India failed to process the refund for five years, causing immense mental agony and financial loss.
Consumer Complaint Filed
Aggrieved by the inaction of the airline, the complainant approached the Jalandhar District Consumer Disputes Redressal Commission. The commission heard the arguments and examined the evidence presented by both parties.
Commission's Verdict
The commission observed that Air India was deficient in providing service by not refunding the ticket amount within a reasonable time. It held the airline liable for unfair trade practice and directed it to refund the ticket amount of Rs. 5,000 along with interest at 9% per annum from the date of cancellation till the date of payment. Additionally, the airline was ordered to pay Rs. 10,000 as compensation for mental agony and Rs. 5,000 as litigation costs.
The commission also remarked that such delays are unacceptable and erode consumer trust in the aviation sector. It advised the airline to streamline its refund process to avoid similar complaints in the future.
Impact on Consumers
This case highlights the challenges faced by consumers in getting timely refunds from airlines. The commission's decision is a reminder to airlines to adhere to consumer protection laws and ensure prompt resolution of grievances.
The complainant expressed satisfaction with the verdict, stating that it would encourage others to speak up against unfair practices. Consumer rights activists have welcomed the decision, calling it a step towards greater accountability in the service industry.
