The State Consumer Disputes Redressal Commission here has directed Kenya Airways to compensate a passenger by paying over ₹11 lakh within two months. The petitioner had alleged that the airline had failed to cancel tickets for the journey after the initial flight was delayed.
Flight to Nairobi
Complainant Rajiv Agarwal alleged that after discovering the flight to Nairobi from New Delhi had been delayed and realising that he would miss his connecting flight to Harare if he boarded the delayed flight from the Capital, he asked the airlines to cancel his return air tickets.
Despite assurance from the airlines that he would be able to board his connecting flight, Mr. Agarwal was informed after reaching Nairobi that the flight to Harare had taken off.
Referring to earlier orders, the consumer forum observed, “Once tickets have been issued by the airlines, it becomes their duty to transport passengers to their destination.”
Directing the airlines to pay ₹11,20,000, the consumer panel said, “We are of the opinion that the complaint deserves to be accepted, more so when the [airline] has not controverted the submissions made by the complainant.”
