The Karnataka State Consumer Disputes Redressal Commission has directed IndiGo to pay Rs 50,000 in compensation to an 80-year-old woman after the airline shifted her from a premium front-row seat to a middle seat despite her age, medical condition and prior request for extra legroom.
The commission also awarded Rs 5,000 towards litigation costs, enhancing the compensation from the Rs 8,000 granted earlier by the District Consumer Commission.
The case relates to a December 2023 flight from Bengaluru to Ahmedabad. The passenger, Ansu A Amin, had undergone two surgeries and booked a front-row premium seat along with wheelchair assistance, paying Rs 13,906 to ensure a comfortable journey. However, shortly before boarding, IndiGo changed her confirmed
seat from 1B to 28B without prior notice.
IndiGo Cites Audit Requirement For Seat Shift
Holding the airline responsible, the state commission said on June 18, “The Opposite Party without considering the age and health conditions of the appellant arbitrarity changed the seat, as a result the seat was compelled to travel in discomfort… This conduct of the Opposite Party amounts to deficiency of service and unfair treatment…the compensation awarded by the District Consumer Commission deserved to be enhanced for Rs 50,000 in the interest of justice,” The Indian Express reported.
IndiGo admitted that the seat had been reassigned, stating that a front-row seat was required for personnel conducting an audit on the flight. It argued that the passenger completed the journey without objecting and denied any deficiency in service.
The commission, however, observed that the airline should have informed the passenger about such a possibility at the time of booking. It noted that she had paid extra because of her medical condition, and shifting her to a cramped middle seat caused avoidable pain, stress and inconvenience. IndiGo has been directed to pay the compensation within 30 days, failing which interest at 6 per cent per annum will apply.
