The airline "is directed to refund the price of the ticket of Rs 6,040. Since the complainant had to travel by buying fresh ticket of Rs 9,245, the difference which they had to pay, Rs 3,205, is also to be reimbursed by the airline," said the order passed by District Consumer Disputes Redressal Forum (East).
"Since the complainant was harassed and traumatized by the (airline) staff we award a compensation of Rs 50,000..." the order further stated.
The order comes after Kunal Dua filed a complaint with the forum alleging that "they were singled out" and denied boarding. They were heading to Pune from Delhi in the flight G8-162 which was delayed by an hour and half.
"It has also been alleged that they were treated rudely by the staff of the airline and were not allowed to see the duty manager," noted the order. After they were stopped from boarding the airline they bought another ticket of Deccan Airlines.
The airline denied the allegations and said the complainant "had reported less than 40 minutes prior to departure of the flight".
After taking note of the DGCA notifications on reporting time before departure of the flight which is 40 minutes as decided by the airline as of 2010, the bench observed that the complainant had "reached the counter 35 minutes prior to the scheduled departure." The couple was travelling in 2008 and it was "specifically mentioned in the e-ticket that the counter will close strictly 30 minutes prior to the scheduled departure."
"In these circumstances the denial on the part of the airline to this couple from boarding is definitely deficiency in service," the order stated.
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