Consumer Commission Orders Airlines to Pay ₹50,000 Compensation Over Cancelled Flight

The District Consumer Disputes Redressal Commission in Chandigarh has directed IndiGo and Turkish Airlines to refund ₹1,10,258 along with 9% annual interest to a city resident and pay an additional ₹50,000 as compensation. The order was passed after the complainant's booked flight was cancelled without prior notice. According to the complaint filed before the Commission, Chandigarh resident Mohit Bansal and his son had booked tickets on August 15, 2025, to travel from New Delhi to Detroit via Istanbul on Turkish Airlines, operating under a codeshare arrangement with IndiGo. When they arrived at Delhi Airport, IndiGo staff informed them that the onward flight had been cancelled, preventing them from boarding. The complainant stated that no advance intimation regarding the cancellation had been provided, despite airlines being obligated to inform passengers in such situations. The complaint further stated that despite assurances from the airlines, no suitable alternative travel arrangement was made. Turkish Airlines later confirmed that no seats for Detroit were available until August 20, 2025. Since the complainant's son was required to attend a mandatory university orientation in the United States beginning August 18, 2025, they had to purchase emergency tickets on Lufthansa Airlines for ₹2,37,492. In addition to the higher airfare, the complainant also suffered financial losses due to cancelled hotel reservations in the United States, including a partial refund loss of ₹15,739 and a non-refundable booking amount of ₹28,721. During the proceedings, Turkish Airlines denied operational responsibility, stating that the disruption occurred on the Delhi-Istanbul sector, which was operated by IndiGo under the codeshare agreement. The airline maintained that it acted only as the marketing carrier and had no control over the aircraft or crew. It also stated that the original ticket amount had already been refunded upon receiving the request. IndiGo, on the other hand, argued that the flight was downgraded due to extraordinary circumstances beyond its control, resulting in limited seat availability. The airline claimed that it had offered the passengers an alternative flight and hotel accommodation, but the offer was declined. The complainant also referred to the AirHelp application, which reportedly showed that the Delhi-Istanbul flight actually departed with a delay of 55 minutes, contradicting IndiGo's claim that the flight had been cancelled. After considering the submissions of both sides, the Consumer Commission observed that the complainant had been forced to purchase expensive replacement tickets because of the sudden cancellation of the booked flight. The Commission also noted that the unexpected disruption caused significant mental distress and inconvenience to both the father and son. Accordingly, the Commission directed the airlines to pay the complainant ₹1,10,258 with 9% annual interest, along with ₹50,000 as a consolidated amount towards mental agony, inconvenience, and litigation expenses.