If you fly and have ever experienced poor airline service, this news will be a great relief. A man and his daughter have received compensation of ₹1.5 lakh (approximately $1.5 million) due to poor service.

The airline's poor service has cost it dearly...

Airline Poor Service Compensation: If you're a frequent air traveler and have ever experienced poor airline service, this news will be a welcome relief. A man and his daughter have received compensation of ₹1.5 lakh (approximately $1.5 million) due to poor airline service.

The New Delhi District Consumer Commission issued this decision on January 14, 2026. Let's find out what the whole matter is.

What is the whole matter?

A man booked economy class round-trip tickets from India to New York with his daughter through MakeMyTrip. They arrived in New York on September 6, 2023, and were scheduled to return on September 13, 2023. The total cost for these tickets was ₹273,108. He also had to pay an additional ₹45,000 to change his daughter's travel date from September 20 to September 6. 

However, during the 15-hour flight, the passenger faced a broken seat, a dirty toilet, and other inconveniences. A complaint was filed, and the decision was in the passenger's favor, and compensation was ordered. 

Passenger complained

According to an ET report, passengers were extremely unhappy with the airline's service. They filed a complaint with the consumer court. Legal notices were also sent to the airline on November 3 and 9, 2023, but no response was received. In their complaint, passengers stated that they encountered broken seats and non-functioning backrest buttons. 

The condition of the restrooms was extremely poor. According to the passenger, the airline's restrooms were in worse condition than public restrooms. No perfume or air freshener was used in the bathrooms. Despite complaints, the support staff were unhelpful. The passenger also claimed mismanagement of the food quality. He also provided relevant photographs during the complaint. 

The commission found the airline deficient in service.

The commission found the airline deficient in service and ordered compensation to the passenger. The travel ticketing platform was absolved of any liability in the matter. The court found that the photos presented and the passenger's failure to respond to the legal notice weighed in the passenger's favor.

The airline failed to provide a convincing response to these allegations, which led the court to find the airline guilty.