Consumer Commission Ruling on Vistara’s Overbooking Issue
A recent verdict by the District Consumer Disputes Redressal Commission in Raipur, Chhattisgarh, mandates Vistara Airlines to compensate ₹1 lakh to Additional District Judge Bhupendra Kumar Vasnikar. The decision follows the cancellation of his flight ticket due to overbooking, which the commission deemed as a deficiency in service and an unfair trade practice.
Case Background
The incident occurred during a family vacation in May 2023. Judge Vasnikar, stationed in Kanker, had planned a return flight from Delhi to Raipur on May 28 with his family on Vistara flight UK-797. Despite arriving at the airport four hours prior to departure, he faced significant delays at the airline counter. Eventually, he was informed that only three of his family members could board the flight due to overbooking, forcing him to stay behind in Delhi.
Legal Proceedings and Findings
The commission’s order, dated June 17, described Vistara’s actions as an unfair trade practice, despite the airline’s argument that overbooking is a common industry practice supported by the Directorate General of Civil Aviation (DGCA). Vistara had refunded four times the airfare, but the commission found this inadequate to compensate for the inconvenience and distress caused to Vasnikar.
Vasnikar’s complaint highlighted the additional expenses he incurred, including booking another flight with IndiGo for the following day and accommodation in Delhi. He also alleged that his seat was resold at a higher price, despite his confirmed booking.
Commission’s Judgment
The commission criticized Vistara for failing to provide a valid explanation for denying boarding to a passenger with a confirmed ticket. “The implication is that the complainant’s seat was likely sold at a higher price,” the commission noted in its judgment. The ruling emphasized that merely refunding four times the ticket value was insufficient and labeled the airline’s actions as both deficient in service and an unfair trade practice.
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As a result, the commission ordered Vistara to pay Judge Vasnikar ₹1 lakh as compensation for the physical, mental, and financial hardships endured. Additionally, the airline was instructed to cover ₹10,000 in litigation costs. The payment must be made within 45 days to avoid an interest penalty of 7% per annum.
