Consumer forum orders Qatar Airways to pay ₹10 lakh for denying boarding to family's children

The District Consumer Disputes Redressal Commission (DCDRC), Ernakulam has directed Qatar Airways to pay ₹10 lakh as compensation to an Indian family for denying boarding to their minor children during their return journey from India to Italy. The commission held that the airline's inconsistent conduct amounted to deficiency in service and unfair trade practice, citing the arbitrary refusal of permit for the return journey despite allowing the infant to travel from Venice to India on the same documents.

A recent order by the District Consumer Disputes Redressal Commission (DCDRC), Ernakulam has highlighted the importance of consistency in service provision by airlines. The commission directed Qatar Airways to pay ₹10 lakh as compensation to an Indian family for denying boarding to their minor children during their return journey from India to Italy. This development is significant, not only because it involves a major international airline but also because it underscores the need for airlines to adhere to consistent standards in their service provision.

The Consumer Protection Act, 1986, governs consumer disputes in India and provides for the establishment of consumer forums at various levels. The District Consumer Disputes Redressal Commission (DCDRC) is one such forum that deals with consumer complaints at the district level. In this case, the commission was faced with a complaint filed by Roshan Jose, an Indian employed in Italy, who alleged that Qatar Airways had denied boarding to his minor children during their return journey from India to Italy despite verifying their travel documents.

One of the open questions arising from this order is whether it will set a precedent for other consumer forums to follow suit. Will other airlines operating in India be held accountable for similar instances of inconsistent conduct? Only time will tell, but one thing is certain – this development has sent a strong message to airlines that they must adhere to consistent standards in their service provision.

Practitioners must take note of this development and advise their clients accordingly. Airlines operating in India would do well to review their service standards and ensure that they adhere to consistent practices in their operations. As the commission's order has sent a strong message, it remains to be seen how airlines will respond to this challenge.