NEW DELHI: The District Consumer Disputes Redressal Commission-VI, New Delhi, has held IndiGo Airlines liable for deficiency in service over the last-minute cancellation of a flight booked by a couple for their honeymoon to Geneva via Istanbul.A report by Live Law stated that the commission, comprising president Poonam Chaudhry and members Bariq Ahmad and Shekhar Chandra, observed that the airline had failed to establish the specific circumstances that necessitated the cancellation.It held that a general claim of operational reasons was insufficient to justify its force majeure defence.The order was passed on August 27, 2026.
What happened?
The complainants, Rishabh Maheshwari and Anisha Mangleek, had booked tickets with IndiGo, operated by InterGlobe Aviation Ltd, for their honeymoon trip to Geneva via Istanbul on May 17, 2024.The itinerary included flight 6E11 from New Delhi to Istanbul and flight 6E409 from Istanbul to Geneva. The tickets cost Rs 54,428.The couple alleged that IndiGo informed them at around 8.54pm on May 16, just hours before departure, that flight 6E11 had been cancelled.They claimed the airline provided neither prior notice nor a valid explanation, causing considerable inconvenience and disrupting their honeymoon plans, Live Law reported.Following the cancellation, IndiGo offered them the option of booking an alternative flight through its Plan B facility or cancelling the booking for a full refund.The couple, however, claimed that no suitable alternative flight to Geneva was available under the arrangement.They subsequently booked last-minute tickets with Etihad Airways for Rs 1,24,202, incurring an additional expenditure of Rs 69,774.They also alleged that their advance hotel bookings and tour reservations were jeopardised by the cancellation.Although IndiGo refunded the original ticket amount of Rs 54,428 and offered additional compensation of Rs 20,000, the couple considered the amount inadequate.They said repeated follow-ups with the airline and an approach to the Directorate General of Civil Aviation (DGCA) did not resolve their grievance.They later issued a legal notice dated October 10, 2024, seeking reimbursement of the additional airfare, compensation for mental agony and harassment, and litigation expenses.
What did IndiGo say?
In its written statement, IndiGo denied deficiency in service and unfair trade practices.It contended that the flight was cancelled due to operational reasons beyond its control, constituting a force majeure event under the applicable DGCA Civil Aviation Requirements.According to a Live Law report, the airline maintained that the couple had been informed of the cancellation through SMS and email and offered the option of booking an alternative flight through Plan B or obtaining a full refund.It said the refund had been processed and denied liability for the additional expenditure incurred by the complainants.
What did the commission rule?
The commission observed that IndiGo had failed to produce sufficient evidence to establish that the cancellation resulted from circumstances beyond its reasonable control.It held that merely citing operational reasons or force majeure was not enough to absolve the airline of liability.It also noted that the couple had suffered inconvenience and disruption to their honeymoon plans because of the last-minute cancellation, Live Law reported.However, the commission declined to direct IndiGo to reimburse the additional airfare of Rs 69,774.It observed that the complainants had not established an entitlement to recover the additional expenditure merely by showing that they had paid a higher fare for alternative tickets.The commission partly allowed the complaint and directed IndiGo to pay Rs 2 lakh as compensation for mental agony, harassment and inconvenience, along with Rs 50,000 towards litigation expenses.The amounts must be paid within 45 days of receipt of a copy of the order. If the airline fails to comply, interest at 9% per annum will be payable from the date of the order until realisation.
