New Delhi: British Airways has been directed by a consumer forum to pay Rs 2.5 lakh each to two doctors for leaving them to "fend for themselves" after their flight from London to Delhi was cancelled due to a snowstorm.
The Delhi State Consumer Disputes Redressal Commission said the airline "violated the basic courteous behaviour" expected of it by not making arrangements of food and stay for its passengers and their "violation of duty to care" is "actionable negligence".
The state commission made the observation while dismissing the airline's appeal against the order of a district consumer forum which had directed it to pay Rs 2.5 lakh each to the two Delhi-based doctors - Kamal Kumar and Mukesh Mehra.
"We find the appellant (airline) has violated the basic courteous behaviour by adding insult to humiliation caused to the complainant and other co-passenger by simply giving them marching orders to fend for themselves without any support in terms of food, stay arrangements and other conveniences.
"The attitude of the appellant had caused great stress mental tension agony emotional and physical suffering to the complainant as well as loss of medical practice. This is all nothing but deficiency of service by opposite party (airline) by not stretching out helping hand to passengers in time of crises... and is highly unbecoming," a bench of members SA Siddiqui and SC Jain said.
The airline in its appeal had contended that an unprecedented snowstorm in London had disrupted flights as well as shut down the city due to which majority of the ground staff of British Airways were unable to reach the airport and as result, the passengers could not be taken care of.
Citing the defence of act of god, the airline had said it is not liable to pay any compensation to the passengers.
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