New Delhi | August 10, 2025 : A Delhi consumer forum has ordered IndiGo Airlines to pay ₹1.5 lakh to a passenger for providing her an “unhygienic, dirty and stained” seat on an international flight. The forum found the airline guilty of “deficiency in service” and said the passenger deserved compensation for the discomfort, pain, and mental agony she suffered.

The case was heard by the New Delhi District Consumer Disputes Redressal Commission, headed by President Poonam Chaudhry along with members Bariq Ahmed and Shekhar Chandra. The complaint was filed by Pinki, who was travelling from Baku to New Delhi on January 2 this year. She alleged that her seat was dirty and stained, and that when she complained, the matter was handled in a “dismissive and insensitive” manner by the airline staff.

Airline’s Response
IndiGo admitted that the passenger had raised the issue but said they addressed it by giving her another seat, which she accepted and used for the remainder of the journey. The airline claimed this resolved the matter, and therefore, no further action was necessary.

Forum’s Findings
After reviewing the evidence, the forum ruled in favour of the passenger. “We hold that the opposite party (IndiGo) was guilty of deficiency in service,” the order stated. It added that Pinki’s experience caused her mental agony, physical discomfort, and harassment, for which she should be compensated.

The commission directed IndiGo to pay ₹1.5 lakh as compensation and an additional ₹25,000 to cover litigation costs.

Missing Evidence Weakened Defence
The forum also criticised IndiGo for failing to produce the Situation Data Display (SDD) report, a key internal operational record maintained as per aviation protocols. This document records passenger-related incidents during flights. “There is no reference to this report in the written statement or evidence filed by the opposite party. The absence of this document significantly weakens the opposite party’s defence,” the order noted.

Final Order
The decision, dated July 9 and made public recently, concluded that the airline did not provide adequate service and failed to follow proper protocols. The compensation aims to address the distress caused to the passenger and to remind airlines of their responsibility to maintain basic hygiene and service standards for travellers.

This ruling highlights that passengers have the right to seek legal remedy when they face poor service during air travel — and that even a seat’s cleanliness can become a matter for the courts if it causes discomfort and distress.