Passengers who missed rescheduled flight win Rs 1.8 lakh payout after email sent to wrong address

Two passengers who missed their return flight from London to Delhi after the departure time was changed and the notification was sent to the wrong email address have been awarded Rs 1.8 lakh in compensation and refunds by the District Consumer Commission in New Delhi.

The passengers had booked a London-Delhi return flight through a travel agency. Their return journey was originally scheduled to depart London at 11:45 am. According to their complaint, they reached the airport at 9:43 am and reported at the airline's counter within the permissible time. However, the flight had been rescheduled to 10:45 am, and they were denied boarding on the ground that they had arrived late.

The passengers said they were not aware of the revised departure time because the email notifying them about the change had been sent to an incorrect email address. Concerned about overstaying in the UK beyond the six-month period permitted under their tourist visa, they purchased fresh tickets to return to India before the expiry of their permitted stay, spending an additional Rs 30,500.

Commission's findings

The commission found that the important information regarding the flight rescheduling was not communicated to the complainants, and that the correct email address was known to both the airline and the travel agency. It observed: "The correct email address was known to both OPs. It was obligatory and mandatory for the OPs to notify the complainants in a timely manner of any change in the flight schedule."

The commission also noted in its order: "The complainants suffered due to the OPs' error, they were forced to purchase new air tickets at exorbitant prices, return from the airport, and make their own arrangements for an unexpected overstay abroad." It further observed that the misconduct by the opposite parties cannot be taken lightly.

Relief awarded

The commission directed the airline to refund Rs 30,500 for the fresh tickets. It also ordered the airline and the travel agency to pay compensation of Rs 50,000 each to the two passengers for mental agony and harassment, plus Rs 25,000 each towards litigation expenses. The total relief awarded was Rs 1,80,500.

Defense of the airline and travel agency

The airline denied liability, arguing that the complainants had booked the ticket through the travel agency and that it had no control over the third party displaying or providing false information. The travel agency argued that it had no control over the airline's flight operations and denied responsibility for the alleged deficiency. The commission, however, found both parties responsible for failing to communicate the change in departure time.

Implications

This order highlights that airlines and travel agents cannot escape responsibility by blaming each other when both are involved in communicating ticket and schedule information to passengers. Passengers facing similar issues may contact the consumer helpline in their respective states and Union territories or call the National Consumer Helpline at 1915 for assistance.