The family of four were left behind by the IndiGo airline at the Kolkata Airport in 2017. The National Consumer Disputes Redressal Commission has ordered the airline to pay Rs 20,000 in compensation to the family, Indian news agency PTI reported.
Ms Debbarma and her family were travelling from Kolkata to Agartala. She claimed that the flight left without them although they had checked in and boarding passes were issued.
The airline had claimed that announcements were made to inform passengers to board the aircraft, but they failed to report at the boarding gate.
The Commission disregarded the airline's claim. A bench of Justice RK Agrawal and Justice Shreesha said the claim does not hold any water as the movement of the passengers is restricted to a limited area after check-in.
“The basic duty of care for a passenger who has been left behind despite issuance of the boarding passes, when admittedly boarding passes were issued well ahead of the boarding time, and the baggage was also boarded on to the airlines, is to provide meals and refreshments, hotel accommodation in cases where stay of one more night is necessary, and the operating carrier should also pay particular attention to the needs of the accompanying family,” the Commission said.
The family had to stay at a hotel at their own expense to catch the flight the next day. They claim they had to purchase new tickets at a cost of Rs 16,432.
The Commission observed the passengers should have been provided meals and accommodation.
SBS Hindi approached IndiGo airline for the comment but has not receive a response.
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