IndiGo rapped, ordered to shell out Rs 35,000, refund tickets for denying boarding

The two students, who were denied boarding, were on the way to Bengaluru to attend an academic competition and had to pay an additional Rs 29,420 to book another flight the same night

IndiGo rapped, ordered to shell out Rs 35,000, refund tickets for denying boarding
Representative picture. Image courtesy: Instagram/Indigo

Two students, who were not allowed by IndiGo to board a scheduled flight to Bengaluru to attend an academic competition due to a technical glitch, will receive a compensation of Rs 35,000. Their ticket fares would also have to be refunded. They had to book tickets on another flight by paying extra money.

IndiGo has been ordered to pay the compensation and refund the ticket fares of the two students. The decision, in this regard, was made by the Bengaluru Rural and Urban First Additional District Consumer Disputes Redressal Forum. 

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The incident happened on February 19, 2019, when the complainants, identified as Bhavana and Ananya Sharma, were to travel from Delhi to Bengaluru to attend a moot court competition the next day. 

Bhavana’s father had pre-booked tickets for them by paying Rs 11,046 via his credit card. But the airline staff didn’t allow them to board, claiming the payment was incomplete. They had to shell out Rs 29,420 to book another flight the same night.

IndiGo ultimately refunded Rs 11,046, stating there was a technical glitch in the ticketing procedure. But when the issue of the girls being forced to buy new tickets was raised, there was no response from the airline staff. Feeling cheated, the duo approached the forum on September 17, 2019. 

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IndiGo’s lawyer argued the complainant was attempting to make unlawful gains. He said a technical error, which appears to have taken place in the complainant’s payment gateway, is not in the airline’s control, and the money deducted for the initial tickets had been refunded.

In the December 9, 2020 verdict, the judges rapped IndiGo for deficiency in service. They ordered the airline to pay Rs 25,000 to the complainants apart from Rs 10,000 for litigation expenses. The airline was told to refund the ticket cost of Rs 18,374 after deducting the earlier refunded amount.