Wheelchairs not provided to old couple, IndiGo fined Rs 1L

Not providing wheelchairs to an old couple from the city at two airports has cost IndiGo Airlines Rs 1 lakh. The District Consumer Disputes Redressal Commission here has directed the airlines to pay the amount to the couple.

Sunil Jund (70) and his wife Veena Kumari (67) in the complaint filed before the commission said that they had booked tickets, along with two wheelchairs at the airport, for a flight from Chandigarh to Bengaluru on October 11, 2023. Sunil said that they were going for a knee-replacement operation to Bengaluru and added that his wife had already undergone a knee surgery.

On reaching the Chandigarh Airport on the said date, they were surprised to notice that no wheelchairs were provided to them. They were told to go to the airlines window, which was very difficult for them, owing to their condition due to knee problems. With great difficulty they managed to reach the check-in counter located at about 35-40 ft.

Reeling in pain, somehow they reached gate No.3 and reported the whole matter to an employee, who instead of apologising, started arguing with them. They had to wait for quite some time to get access to two wheelchairs and finally they were taken to a plane.

They alleged that the harassment did not end at the airport, as the ground staff at Bengaluru airport left the wheelchairs and their luggage trolley outside the exit gate and disappeared. Owing to this, they had to wait for the same till 9 pm. When they filed a complaint, an officer of the airlines offered to compensate them with Rs 2,000 as a token of apology and close the complaint.

During their return journey also after surgery of both knees they faced the same problem at the Bengaluru Airport.

Terming the act as deficiency in service and unfair trade practice, the complainant prayed for compensation.

After hearing the arguments, the commission said as no representative from the airlines turn up despite service of notice, hence it had to proceed ex-parte.

The commission said that the non-appearance of the airlines showed that it had nothing to say in its defence against the complaint. In view of this the airlines is directed to pay a compensation of Rs 50,000 each to husband and wife on account of mental agony and physical harassment, including litigation expenses, the order further said.