Family stranded in Goa after flight cancellation; court awards substantial compensation

The Punjab Consumer Commission has ordered an airline to pay ₹50,000 in compensation and reimburse ₹14,000 in hotel expenses to a passenger following a flight cancellation. The Commission stated that assisting passengers is the airline's responsibility.

If you frequently travel by air, this information is relevant to you. A consumer commission in Punjab has ordered an airline to pay ₹50,000 in compensation to a passenger due to a flight cancellation. Furthermore, the Commission directed the airline to reimburse the ₹14,000 spent by the passenger on hotel accommodation.

What is the case about?

The matter concerns the sudden cancellation of a flight for which a passenger had booked tickets—costing approximately ₹82,588—for himself and three family members to travel from Amritsar to Goa and back. During the trip, the passenger was informed via email that the return flight had been abruptly cancelled and the journey would now take place the following day.

Consequently, the passenger and his family were stranded in Goa. Compelled by the situation, the family had to book a hotel for the night, incurring an expense of around ₹14,000. The passenger subsequently requested reimbursement for the hotel costs and compensation from the airline, but the company rejected the claim. Left with no other option, the passenger approached the Consumer Commission.

What was the airline's explanation?

The airline argued in court that the flight had to be cancelled due to inclement weather and dense fog in Amritsar. Permission to fly was denied by Air Traffic Control (ATC) due to poor visibility. The company further claimed that the passenger had been offered an alternative flight for a different date and had completed the journey using that option. The airline contended that compensation is not mandatory in cases of flight cancellation caused by adverse weather conditions, which fall under "Force Majeure" (extraordinary circumstances).

What was the court's verdict?

The court observed that ensuring passenger safety during adverse weather is paramount, and cancelling a flight under such circumstances may be justified. However, the airline is responsible for providing necessary assistance to passengers following a cancellation. In this instance, the Commission noted that the airline failed to arrange accommodation, forcing the passenger to book a hotel at their own expense; therefore, the passenger cannot be expected to bear the entire cost.

How much compensation must the airline pay?

₹14,000 to reimburse hotel expenses.
₹30,000 as compensation for mental agony.
₹20,000 to cover legal expenses.