Delhi Consumer Commission Holds Qatar Airways Liable For Deficiency In Service And Mental Harassment

The New Delhi District Consumer Disputes Redressal Commission bench comprising Poonam Chaudhry, President, Bariq Ahmad, Member and Shekhar Chandra, Member has held Qatar Airways liable for deficiency in service and causing mental agony to the complainant and her daughter during the journey. Brief facts: The complainant, a practicing lawyer, booked a ticket through Qatar Airways ('airline') to the USA in business class and also booked an online ticket for her daughter who was pregnant in economy class. As per the complainant, she suffered misconduct and ill behaviour at the hands of the lady staff of the airline. It was stated that the complainant requested for a wheel chair but it arrived late and the chair attendant demanded Rs. 500/- for the same. Further, while returning from the USA to Delhi, the complainant's daughter fell sick during the turbulence of the plane but the staff turned a blind eye to her condition and refused to give any medical aid. The complainant then exchanged her business class seat with her daughter's economy class seat temporarily. The crew members then objected to the exchange of seats and started harassing both the complainant and her daughter by threatening her with illegal arrest and deportation. On landing in Delhi, the complainant's daughter was rushed to the hospital wherein she was informed that she was in a precarious condition of threatened abortion. The complainant's daughter was hospitalised in Vinayak Hospital, Gujrawala Town and with great difficulty, the life of the complainant's daughter and her unborn child was saved. A complaint was then filed by the complainant before the Delhi district commission against the airline alleging deficiency in service and praying for appropriate compensation. Submissions of the airline: Qatar Airways denied all allegations, averments, contentions, claims, and demands made by the complainant. The airline cited its policy that the cabin crew objected to the exchange of seats since upgrades from economy classes were not permitted as per policy of the airline and any upgrade could be done only at the time of booking the tickets. The airline denied any misconduct or ill behavior in regard to wheelchair assistance and dismissed allegations of mental harassment and physical mistreatment by their in-flight cabin crew. Observations of the commission: The Commission observed that that Qatar Airways/Opposite party is guilty of deficiency of services and the act of airline caused mental agony and harassment to the complainant and her daughter. Thus, the complaint was allowed with the following reliefs: Compensation of Rs. 1,00,000/- Rs. 50,000/- as litigation costs Case Title: Meena Chaudhary Sharma vs Qatar Airways Case Number: Case No. CC/494/2016 Date of Decision: 15.10.2025 Click Here To Read/Download The Order

Delhi Consumer Commission Holds Qatar Airways Liable For Deficiency In Service And Mental Harassment

Aakanksha Bajoria

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