Delhi District Commission Holds Indigo Airlines Liable For Unhygienic And Stained Seats

Brief facts:

The complainant, along with her husband and two other family members had booked air tickets through Motherson Air Travel Agencies on 27.12.2024 at the cost of Rs. 48,739/- from Baku to Delhi. On 02.01.2025, the complainant boarded the Indigo flight No. 6E1804 with a scheduled departure time of 00:45 hours and arrival at New Delhi at 06:30 hours. The complainant stated that upon boarding the aircraft, the seats were found to be dirty and unhygienic. When the issue was reported to the airhostess, she exhibited her helplessness to provide clean and hygienic seats. As an alternative, the airhostess offered the complainant an isolated seat in the 14^th row and also offered a sincere apology.

A legal notice dated 13.01.2025 was issued by the complainant to the airline. On not receiving any satisfactory response, the complainant filed a complaint before the district commission praying for appropriate compensation.

Submissions of the complainant:

The complainant submitted that the harassment and emotional distress throughout the duration of the flight caused her considerable mental anguish. It was further submitted that the poor quality and detrimental service extended to the customers in international sector amounts to misconduct and reflects the sub-standard nature of services.

Submissions of the airline:

It was submitted that the complaint is bad since it has been filed against 'Indigo Airlines' which is not a legal entity and the correct entity is 'Interglobe Aviation Service ltd' which operates the airline. It was further submitted that the complainant has failed to establish the basic requirements to constitute a deficiency in service under the Consumer Protection Act, 2019.

The airline argued that the issue of unhygienic seat was immediately resolved by the cabin crew and the complainant was accommodated in a different seat. It was further argued that the allegations of the complainant lack credibility due to non-availability of Situation Data Display (SDD) report which is a crucial internal document which records passenger-related incidents.

Observations of the commission:

The bench examined the photograph of the seat originally allotted to the complainant and observed that it was in a dilapidated and unhygienic condition not expected from an airline having a high standing. It was further observed the photograph has not been denied by the airline which lends credibility to the complainant's claim.

Next, it was observed that there is no reference to the SDD report in the reply filed by the airline and the absence of this document weakens the defence of the airline. Further, the bench placed reliance on Section3, Series M, Part VII of the Civil Aviation Requirements (CAR) as per which airlines are required to maintain proper records of aircraft cleaning cycles. As per the requirements, the airlines are also mandated to ensure that the cabin crew are adequately trained in basic infection control measures. It was observed that the airline has failed to produce records of cleaning and has also not demonstrated compliance with the requirement to train their cabin crew.

The bench went on to observe that dirty seating arrangements constitute a direct violation of consumer expectations and the airline's contractual obligations. Further, it was observed that as per the Civil Aviation Requirements, Indian-registered aircrafts are required to establish a responsive and functional grievance redressal mechanism along with a dedicated helpline number which are in line with the provisions of the Consumer Protection Act, 2019.

Thus, the airline was held guilty of deficiency in service. Since the complainant had already travelled from Baku to New Delhi, the refund of air ticket was denied. However, the commission granted compensation for the discomfort and mental agony suffered by the complainant.

Thus, the complaint was allowed with the following reliefs:

1. 1.Rs. 1,50,000 as compensation of mental agony, physical pain and harassment
2. 2.Rs. 25,000 as litigation expenses.

Case Title: Pinki vs Indigo Airlines

Case Number: CC/58/2025

Date of Decision: 18.07.2025

Click Here To Download Order/Judgement