IndiGo fined Rs 1.75 lakh for giving ‘unhygienic, stained’ seat to elderly passenger

The New Delhi District Consumer Disputes Redressal Commission ordered the compensation for the mental agony and litigation expenses borne by the woman, and said airlines are required to maintain proper records of cleaning cycles.

By: Express News Service
New Delhi | Updated: August 11, 2025 12:49 IST

First, it stated that the complainant had “erroneously” filed the complaint against “IndiGo Airlines”, which was not a legal entity. (File)

A Delhi consumer forum recently held IndiGo Airlines guilty of deficiency in services for providing a 60-year-old woman an “unhygienic and stained” seat. It directed the airlines to pay her Rs 1.75 lakh in compensation for the mental agony, pain and litigation expenses.

“… airlines are required to maintain proper records of aircraft cleaning cycles and ensure that cabin crew are adequately trained in basic infection control measures. The DGCA regulations… mandate specific hygiene and sanitation responsibilities for the crew on board to ensure a clean and safe cabin environment for passengers,” the New Delhi District Consumer Disputes Redressal Commission held in its order dated July 18.

“However, the Opposite Party has failed to produce or maintain records of the cleaning cycles and has also not demonstrated compliance with the requirement to train the crew in basic infection control protocols,” the Commission added.

Pinki, the complainant in this case, had boarded a flight from Azerbaijan to New Delhi on January 2 this year. As per her complaint, she found that the seat she was allotted was “unhygienic, dirty, and stained”. On bringing this to the notice of the crew, they stated that the seats were not stained or dirty, alleged Pinki.

She also stated that after they displayed helplessness in replacing her seat, she endured emotional distress throughout the duration of the flight which caused her mental anguish.

To counter Pinki’s claims, the airlines relied on mainly two arguments. First, it stated that the complainant had “erroneously” filed the complaint against “IndiGo Airlines”, which was not a legal entity. Its claim was that the complaint should have been filed against InterGlobe Aviation Limited.

Secondly, the airlines stated that the cabin crew immediately took cognizance of the complaints and accommodated her on a different seat. It added that it apologised for the inconvenience caused and exhausted all possible options to clean the seat before making the switch.

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