Delhi Consumer Commission Orders Vistara to Pay ₹3 Lakh Compensation for Sudden Flight Cancellation Without Alternative Arrangement
Pranav B Prem
The District Consumer Disputes Redressal Commission, New Delhi, comprising President Poonam Chaudhry and Member Bariq Ahmad, has held Tata SIA Airlines Ltd. (Vistara) liable for deficiency in service due to the sudden cancellation of confirmed flight tickets without assigning any reason or providing alternative arrangements for the affected passengers.
The complainants, five senior citizens, had booked confirmed flight tickets from Delhi to Chennai with Vistara Airlines on 17 February 2024 for travel on 16 March 2024. Upon receiving the confirmation, they made multiple reservations for their onward journey, including train tickets from Chennai to Rameswaram, hotel bookings at Rameswaram, Kanyakumari, and Trivandrum, and further train and flight bookings, amounting to a comprehensive and tightly scheduled travel plan across southern India.
However, on 12 March 2024—just days before their journey—the complainants received a message from the airline notifying them of the cancellation of their flight (UK 833). Upon inquiry, they found no alternate flights from Delhi to Chennai that could allow them to reach in time for their connecting train to Rameswaram. Left with no choice, they were compelled to purchase alternate tickets from Air India for Rs. 34,025, incurring an additional cost of Rs. 2,870 over the original Vistara fare of Rs. 31,165.
In their complaint before the District Commission, the complainants alleged that the cancellation was sudden, unaccompanied by any explanation or attempt to make alternate arrangements, and amounted to a deliberate deficiency in service. They sought reimbursement of the fare difference and compensation for the mental agony and disruption caused by the airline’s conduct.
The proceedings revealed that despite service of notice and even filing of a vakalatnama, the airline failed to submit a written statement within the statutory period as mandated under Section 38(3)(a) of the Consumer Protection Act, 2019. The Commission, observing repeated absence of the airline and failure to defend, struck off its defence and proceeded ex parte.
Upon examining the documents and evidence submitted by the complainants, the Commission found merit in their claim. It noted that the complainants had not only booked the flight but had also substantiated their planned itinerary with supporting documents. The cancellation of the flight, without reasons or alternative arrangements, especially in light of their age and the nature of the travel, was held to be unjustified.
Consequently, the Commission allowed the complaint and directed the airline to refund Rs. 2,870 to the first complainant who had purchased the tickets on behalf of all five passengers. Additionally, Vistara was ordered to pay Rs. 50,000 to each of the five complainants as compensation for mental agony, harassment, and trauma. A further amount of Rs. 50,000 was awarded towards litigation expenses.
The Commission also made it clear that if the awarded sums are not paid within four weeks from the date of receipt of the order, the airline would be liable to pay interest at 9% per annum from the date of filing of the complaint till realization. With these directions, the matter was disposed of.
Cause Title: Mr. Surendra Singh & Ors. vs Vistara Airlines
Case No: CC-289/2024
Coram: Ms. Poonam Chaudhry [President], Mr. Bariq Ahmad [Member]
[Read/Download order]
