Overview
- The order awards Rs 50,000 each to the passenger, Shailendra Bhatnagar, and his daughter, plus Rs 50,000 toward litigation costs.
- The complaint detailed broken seats, non‑functional controls and entertainment, foul odour, dirty washrooms, poor food, and unresponsive cabin crew on the roughly 15‑hour journey.
- Air India denied service lapses, citing pre‑departure inspections and suggesting the grievances followed a denied request to upgrade to business class.
- The commission refused a full ticket refund since the journey was completed, while affirming airlines' obligations to meet standards under the Consumer Protection Act and DGCA rules.
- MakeMyTrip was not held liable, with the forum noting the platform’s limited role as a booking intermediary without control over onboard operations.