Airline fined for poor service to ex-armyman

In a ruling that will bring joy to many international airlines passengers in India, the National Consumer Disputes Redressal Commission (NCDRC) has directed KLM Northwest Airlines’ to pay Rs50,000 to a former Indian army officer for poor service.

In 2006, Colonel DK Kapur had planned to board a from New Delhi to America through KLM but his journey was jinxed from the beginning. Aggrieved by the service, he filed a complaint in a district consumer forum. At first, Kapur and other passengers were put up at a hotel where they were treated shabbily.

Kapur said that “the hotel was not even prepared to offer him a cup of tea unless he paid for it.” For the journey, Kapur was given a low grade seat, but this proved to be the least of his problems. After landing at Detroit, one of his bags went missing and he had to spend hours looking for it. This resulted in him missing his connecting flight.

After seeing the evidence, the consumer forum directed KLM to pay Kapur Rs35,000. Dissatisfied with this order, Kapur moved the state commission which upheld the district forum’s decision.

Finally, Kapur went to NCDRC which ordered KLM to pay him Rs50,000.