Chandigarh

DF-II

CC/27/2024

KARAN SINGLA - Complainant(s)

Versus

AIR INDIA LIMITED - Opp.Party(s)

02 May 2024

ORDER

DISTRICT CONSUMER DISPUTES REDRESSAL COMMISSION-II

U.T. CHANDIGARH

 

Consumer Complaint No.	:	27/2024
Date of Institution	:	18.01.2024
Date of Decision	:	02.05.2024

 

                                       

               

Karan Singla s/o Sh.Vijay Singla r/o H.No.1818, Nirvana Society, Sector 49-B, Chandigarh

1...Complainant 

Versus

Air India Ltd. through its Concerned Manager, SCO 162-164, Sector 34, Chandigarh.

….Opposite Party(s)

BEFORE:
	SHRI AMRINDER SINGH SIDHU,	PRESIDENT
	SHRI B.M.SHARMA	MEMBER
PRESENT:-
	Complainant  in person. Ms.Sumar, Adv. Proxy for Sh.Daksh Prem Azad, Counsel for the OPs.

 

ORDER BY AMRINDER SINGH SIDHU, M.A.(Eng.), LLM, PRESIDENT

1.         The complainant has filed the present complaint under Section 35 of the Consumer Protection Act, 2019(as amended up-to-date) stating therein that   he booked 4 return tickets through website portal goibibo.com in the name of himself, his wife and two children/toddlers from New Delhi to Rajkot (Gujarat) for 02.04.2023 and for 05.04.2023. He preferred the OP carrier for the reason that they provide meals on board and the price of the meals are inclusive in the tickets.  The flight was to depart from New Delhi at 16.55 PM and was to arrive at 19.20 p.m. at Rajkot and when the meals were served, the complainant requested the OP to provide 4 vegetarian meals but the crew were to provide 4 vegetarian meals and only 2 vegetarian meals were available  and the crew refused to provide them two vegetarian meals on the ground that the vegetarian meals have been finished and if the complainant and his wife want them they can offer them only salad in vegetarian meals or else if the complainant and his wife wants they can have non-vegetarian meals. Then the complainant requested the crew to provide the vegetarian meals to him and his wife at the airport arrival and upon this, she stated that she will try to provide the same at the arrival but she cannot give any commitment. It was further stated that on reaching the airport no effort was put in to provide any food at the airport arrival as well.  Subsequently, the complainant wrote an email to the OP demanding adequate compensation but no reply was given.  The complainant also provided the ticket numbers to the OP as desired. Subsequently, he received an email dated 12.06.2023 stating that they shall investigate the matter and get back to the complainant at the earliest.  It was further stated that vide email dated 20.05.2023, the OP accepted the deficiency in service and offered compensation @ Rs.1000/- for each passenger for the deficiency in services faced by the complainant which he refused to accept.  Alleging that the aforesaid acts of omission and commission amounts to deficiency in service, the complainant on the part of the OP has filed the instant complaint seeking directions to the OP to pay adequate compensation and litigation expenses.       
2. In its written version, the OP while admitting the factual matrix of the case has stated that due to passengers who opted for non-vegetarian food while booking the tickets some of them had vegetarian food when they were onboard some of them citing health reasons for it and for the OP, the health, safety and comfortable journey is paramount and due to sudden situation that arose when the flight was on route there was a shortage of vegetarian meals in the flight to compensate this, the crew offered their own food to the complainant and his family members but they in a very rude manner disregarded the crew members and denied the offer.  It has further been stated that for the non-availability of the vegetarian meals, they apologized the complainant multiple times and even offered Rs.1000/- for per passenger as compensation, which was the amount taken for the food during the booking of the flight. Pleading that there is no deficiency in service on its part, the OP has prayed for dismissal of the complaint. 
3. We have heard the complainant in person, Counsel for the OP and gone through the documents including the written submissions.
4. From the perusal of the facts and the submissions of the parties, it is observed that the complainant and his family while in the flight of the OP from Delhi to Rajkot requested the OP to provide four vegetarian meals but they were able to provide only two vegetarian meals on the ground that the same was not available.  It is also observed from the e-mail dated 20.04.2023 that the OP apologized the complainant for the inconvenience caused to him and his family members on account of non-providing of vegetarian meals. The OP has further informed the complainant that the matter was brought to the attention of both in flight service and catering departments so that they can review the same and improve the service. As a goodwill gesture, the OP had also offered Rs.1000/- for each passenger, which the complainant refused to accept.
5. Keeping in view the apologize tendered by the OP and the facts and circumstances of the case, we are of the considered view that the amount so offered i.e. Rs.1000/- for each passenger is on lower side and the ends of justice would be met, if the same is awarded Rs.2000/- for each passenger. We ordered accordingly.
6.         For the reasons recorded above, the complaint is partly accepted with a direction to the OP to pay Rs.8,000/- to the complainant towards the compensation suffered by him and his family members in the flight on account of non-providing of the complete vegetarian meals, within 60 days from the date of receipt of the certified copy of this order.
7.         The pending application(s) if any, stands disposed of accordingly.
8.         Certified copy of this order be communicated to the parties, free of charge. After compliance file be consigned to record room.

Announced in open Commission 02.05.2024
	Sd/- (AMRINDER SINGH SIDHU) PRESIDENT
	Sd/-
	(B.M.SHARMA) MEMBER