Key Highlights
- Kerala IRS officer TP Salim Kumar won a 6-year legal battle against IndiGo Airlines for a significant amount of compensation.
- The District Consumer Disputes Redressal Commission ordered IndiGo to pay ₹1.22 lakh in compensation and costs for “deficiency in service” and “unfair trade practice.”
- Kumar, now a Customs Deputy Commissioner at Kochi International Airport, plans to appeal for higher compensation.
- The incident occurred on December 14, 2019, when Kumar was allegedly humiliated after paying for an airport lounge service that the airline had promised would be complimentary.
A 6-Year Legal Battle Ends: IndiGo Pays Compensation to IRS Officer
Kochi, India — In a landmark case that spanned six years, Indian Revenue Service (IRS) officer TP Salim Kumar secured a significant victory against IndiGo Airlines. The District Consumer Disputes Redressal Commission, Ernakulam, ordered the airline to pay ₹1.22 lakh in compensation and costs for “deficiency in service” and “unfair trade practice.”
The incident that sparked this legal battle occurred on December 14, 2019, when Kumar was traveling from Mumbai to Kochi. His routine journey took a turn when airline officials approached him around 7:30 pm, citing an ‘operational/technical issue’ and requested his deboarding from the shuttle bus bound for the airport lounge. Initially, Kumar refused but eventually agreed after being assured that he would be rebooked on a later flight.
Humiliation at the Airport
Kumar recalled, “They promised to cover all expenses, including alcohol, and even got me to board their shuttle bus with my boarding pass. However, upon reaching the lounge, I was confronted by IndiGo staff demanding ₹2,150 for the service I had already paid for. When I protested, they forcibly pulled me off the bus, leaving me humiliated in front of other passengers.”
According to Kumar, “I felt like a beggar, treated with no dignity. The airline’s actions were not just an inconvenience but a clear violation of trust and service promises.”
Commission’s Verdict
The District Consumer Disputes Redressal Commission found IndiGo guilty of both deficiency in service and unfair trade practice. The order stated, “The consumer cannot be humiliated at the gate and compelled to pay under the threat of being denied boarding.” The commission further emphasized that air travel should reflect a relationship of trust, where timely, truthful communication and humane handling are essential.
As a result of this verdict, IndiGo was directed to pay ₹1 lakh for Kumar’s mental agony and inconvenience, ₹2,150 for the coerced lounge payment with 9% interest, ₹626 for missed cinema tickets with 9% interest, and ₹20,000 towards litigation costs. The commission dismissed IndiGo’s jurisdiction and misjoinder objections, calling them “hyper-technical defences.”
Future Plans
Kumar, who currently serves as a Customs Deputy Commissioner at Kochi International Airport, expressed dissatisfaction with the compensation. He stated, “I am happy that the Commission ruled in my favour. But the amount is not enough for what I went through.
I plan to appeal before the Kerala State Consumer Disputes Redressal Commission for a higher compensation.”
Kumar’s case highlights the broader issue of consumer rights and airline service standards. The incident serves as a reminder that airlines must uphold their promises to passengers, ensuring that all services are provided with dignity and respect.
