IndiGo fined Rs 60,000 after passenger missed flight due to missing terminal info
A Chhattisgarh consumer commission ordered IndiGo to pay Rs 60,000 after a traveler missed his Delhi-Raipur return flight because the airline’s SMS and ticket omitted the departure terminal.
A consumer commission in Chhattisgarh ruled that IndiGo breached service standards after a passenger missed his return flight from Delhi to Raipur. The airline had sent an SMS advancing the departure time but omitted the terminal, and the ticket also lacked this detail. Assuming the flight would depart from Terminal 3, the traveler arrived there an hour before departure, only to learn the flight left from Terminal 1D, about 7.5 km away.
Unable to reach the correct terminal in time, he missed the flight, stayed overnight at the airport and purchased new tickets for the following day. IndiGo’s refusal to share CCTV footage and its argument that the passenger was late were dismissed. The commission ordered the airline to pay Rs 50,000 in compensation, Rs 5,000 for mental distress, and Rs 5,000 for litigation costs, with interest accruing if unpaid.
Why it matters
The case highlights airlines' duty to provide complete travel information, affecting passenger rights and consumer protection.
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