IndiGo penalised with Rs 1.75 lakh for 'dirty seats' on Baku-Delhi flight, consumer panel says airline failed service duty

The District Consumer Disputes Redressal Commission, New Delhi, has found IndiGo Airlines liable of deficiency in service after a passenger complained of unhygienic and stained seats on a Baku–Delhi flight, ordering the airline to pay Rs 1.75 lakh in compensation.

The bench, comprising president Poonam Chaudhry and members Bariq Ahmed and Shekhar Chandra, observed on July 18 that “dirty seating arrangements constituted a direct violation of consumer expectations and the airline’s contractual obligations.”

While the commission denied a refund since the complainant had completed her journey, it awarded Rs 1.5 lakh for mental agony, physical pain, and harassment, and Rs 25,000 towards litigation expenses.


The complaint was filed by Pinki, a resident of Chanakyapuri, Delhi, who, along with her husband and two other family members, booked tickets on December 27, 2024, for Rs 48,739 through a travel agency for travel from Baku to Delhi.

On January 2, 2025, Pinki boarded the IndiGo flight and found her seat dirty and unhygienic. When she reported the matter to an air hostess, the crew member expressed her helplessness to provide clean seats. As an alternative, the air hostess offered Pinki an isolated seat in the 14th row and extended a sincere apology.

On January 13, Pinki sent a legal notice to the airline. After receiving no satisfactory response, she approached the district commission, alleging that the harassment and emotional distress during the flight caused her considerable mental anguish. She also claimed the poor quality and detrimental service in the international sector amounted to misconduct and reflected sub-standard services.

IndiGo contended that the problem was resolved immediately, as the complainant had been shifted to another seat. However, the commission reiterated that dirty seating arrangements still constituted a direct violation of consumer expectations and contractual obligations.

The commission further noted that under civil aviation requirements, any airline registered in India must provide a responsive and functional grievance redressal mechanism along with a dedicated helpline number, in accordance with the Consumer Protection Act, 2019.

(With inputs from TOI)