The case of Indian Revenue Service (IRS) officer TP Salim Kumar highlights a significant issue in air travel and customer service. On December 14, 2019, Kumar faced severe humiliation while attempting to travel from Mumbai to Kochi. An alleged promise of complimentary lounge access by IndiGo Airlines led to a troubling experience that culminated in a lengthy legal battle.
Background of the Incident
Kumar, who was then an Assistant Commissioner of Customs in Mumbai, frequently traveled to Kochi to spend time with his family. On that fateful day, he had made a last-minute ticket purchase for ₹12,500, significantly more than the usual fare of ₹3,000. Scheduled to board flight 6E-755 at 6:55 PM, the flight faced a delay due to an operational issue. After waiting on the tarmac, Kumar was asked to deboard and was promised a seat on a later flight.
Allegations of Humiliation
After initially resisting, Kumar agreed to leave the aircraft, believing he was acting for the greater good. Airline personnel publicly thanked him for his cooperation, creating a moment of camaraderie among passengers. However, the situation soured when he was informed he would have to wait until 12:25 AM for the next flight. Despite assurances of complimentary lounge access while he waited, he faced an embarrassing situation upon boarding the shuttle bus to his flight.
- IndiGo staff demanded ₹2,150 for lounge services, excluding alcoholic beverages.
- Kumar insisted he had been assured that these costs would be covered by the airline.
- He was forcibly removed from the bus and pressured into paying under duress.
Feeling humiliated in front of fellow passengers, Kumar reluctantly paid the amount and flew home. This incident overshadowed his plans to spend a joyful evening with his family.
Legal Proceedings and Outcome
After nearly six years, the District Consumer Disputes Redressal Commission in Ernakulam ruled in Kumar’s favor. The Commission ordered IndiGo Airlines to compensate him ₹1.22 lakh for “deficiency in service” and “unfair trade practice.” The breakdown of the compensation included:
| Description | Amount (₹) |
|---|---|
| Compensation for mental agony | 1,00,000 |
| Refund for coerced lounge payment | 2,150 |
| Refund for missed cinema tickets | 626 |
| Litigation costs | 20,000 |
Criticism of Airline Practices
The Commission criticized IndiGo for its treatment of Kumar, stating that air travel should be grounded in dignity and trust. It emphasized that passengers should never be humiliated or coerced into payments under threat. Kumar’s case was significant not just for the compensation but for the broader issue of consumer rights in the airline industry.
Kumar intends to appeal for higher compensation, asserting that his struggle was not solely about financial recompense but about restoring dignity in customer interactions. “No passenger deserves to be treated this way,” he stated, reflecting on the profound impact of his experience.
