New Delhi: British Airways has been directed by a consumer forum here to pay Rs 1.5 lakh to two women for discomfort and inconvenience caused to them in their journey to the US in 2007.
The South West Delhi District Consumer Disputes Redressal Forum, presided by SK Sarvaria, asked the airline to pay the money to Delhi resident Harleen Kaur Dosanjh and Mumbai resident Gunmala Kaur Dosanjh, saying that due to airline's deficiency in service, the women had to undergo "mental agony and physical strain".
"We have carefully examined the documents placed on record by the complainants fully corroborate the testimony of Harleen and it stands established that OP-I(airline) is responsible for causing the discomfort and inconvenience to complainants, who had planned their vacation in USA but instead of enjoying, had to undergo mental agony and physical strain for which they are entitled to be reasonably compensated," the forum said.
"We direct OP-I to pay to both the complainants Harleen and Gunmala a total sum of Rs 1,50,000 to be shared equally, as compensation for deficiency-in-service," it said.
The women had told the forum that during their journey in November, 2007, from Delhi to Honolulu, Hawaii (USA) and back, they suffered a lot due to delayed flights, being downgraded from world traveller-plus class to economy class during journey and misplacement of their luggage.
They also claimed that due to discomfort caused to them, Harleen was left bed-ridden for the rest of the trip and Gunmala had to look after her, which spoiled their holidays, adding that they faced other discomforts as well during their journey.
The complainants, who had sent a legal notice to the airline, had refused a settlement amount offered by it on the ground that it was "meagre" and filed a consumer complaint seeking Rs 7.11 lakh, they said. The airlines, however, had denied the allegations of deficiency in service.
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