Dharamshala Consumer Commission: Thai Lion Air Fined ₹1 Lakh For Denying Water To Passengers’ Children During Six-Hour Flight; Terms Act ‘Violation Of Basic Human Rights’
Pranav B Prem
The District Consumer Disputes Redressal Commission, Kangra at Dharamshala, Himachal Pradesh, has imposed a penalty of ₹1 lakh on Thai Lion Air for denying drinking water to a passenger and his minor children during a six-hour flight from Amritsar to Bangkok, observing that such conduct amounted to both deficiency in service and violation of basic human rights. The Bench comprising President Hemanshu Mishra and Member Arti Sood also directed the airline to reimburse ₹2,527 for a non-refundable hotel booking that became unusable due to unilateral rescheduling of the flight, along with 9% interest per annum from the date of the complaint till realization. The airline was further ordered to pay ₹10,000 as litigation costs.
Background
The complaint was filed by Tarun Kumar Chaurasia, represented by Advocate Aashima Kalra, alleging serious lapses on the part of Thai Lion Air. The complainant and his family had booked round-trip tickets from Amritsar (ATQ) to Bangkok Don Mueang (DMK) under PNR SMZTFW, Flight No. SL0214, scheduled from January 13 to January 20, 2025. The trip formed part of a pre-planned itinerary, including pre-booked hotels and inland travel arrangements in Bangkok and Pattaya. However, the airline unilaterally rescheduled the flights to January 14–21, 2025, without seeking the complainant’s consent, thereby disrupting the itinerary and causing financial loss and inconvenience. Due to this change, a non-refundable hotel booking worth ₹2,527 was wasted, and the complainant had to rearrange his trip at additional expense.
Worse, during the actual flight from Amritsar to Bangkok, the crew allegedly refused to provide drinking water to the complainant’s two minor children, aged 10 and 15, stating that water was not free and could be purchased only using Thai Baht, which the passengers did not possess at that time.
Proceedings Before the Commission
Despite being duly served, the airline failed to appear before the Commission, leading to ex parte proceedings. The complainant submitted his affidavit (Ex. CW-1) along with documentary evidence marked Annexures C-1 to C-7, including a passenger comment form (Annexure C-4) signed by the flight crew member Sunisa, confirming that there was no free provision for regular water on board. In this form, the complainant had noted that when he attempted to purchase bottled water, the crew refused to accept Indian currency or card payments and insisted on Thai Baht. As a result, the family — including the two minor children — were denied drinking water for six continuous hours during the flight.
Findings of the Commission
After reviewing the evidence, the Commission held that the complaint was unrebutted and unchallenged, as the airline had chosen not to contest the allegations. It found the complainant’s testimony credible and supported by documents. The Commission observed that the airline’s conduct in keeping the minor children thirsty for the entire duration of the flight amounted not only to a deficiency in service but also to a violation of basic human dignity. It further held that the unilateral rescheduling of the flight without the passenger’s prior consent constituted another instance of deficiency in service. “We conclude that the opposite party No. 1 (Thai Lion Air) has committed deficiency in service by keeping the minor kids of the complainant thirsty for six hours’ long journey. The crew of the opposite party No. 1 has not only committed deficiency in service, but the basic human rights have also been violated in the present case. Even the rescheduling of flight, without the prior consent of the complainant, is also deficiency in service,” the Commission held.
Verdict
Accordingly, the Commission allowed the complaint and directed Thai Lion Air to:
Reimburse ₹2,527 towards the non-refundable hotel booking with 9% interest per annum from the date of the complaint until realization;
Pay ₹1,00,000 as compensation for the mental agony, harassment, and hardship suffered by the complainant and his family; and
Pay ₹10,000 as litigation costs.
The Bench also remarked that the airline’s apathy towards the passengers’ basic needs showed a callous disregard for consumer rights and human decency, adding that such behavior deserved “firm judicial censure.” The order was passed on November 1, 2025, and uploaded on the Commission’s official website for public access.
Cause Title: Tarun Kumar V. Thai Lion Air & Anr.
Case No: Consumer Complaint No. 164/2025
Coram: President Hemanshu Mishra, Member Arti Sood
