Singapore Airlines to compensate industrialist for downgrading his travel

Chennai: The world famous Singapore Airlines has been directed by the district consumer disputes rederessal forum, Chennai (south), to pay a compensation of Rs 35,000 to a well-known industrialist for downgrading his travel from business class to economy in its flight without prior notice. The airline staff informed G.R.K. Reddy, chairman and managing director, Marg Ltd, Chennai, about the change shortly before he boarded a flight from Singapore to Chennai in 2011.

Chennai-based Marg is an infrastructure company. In his petition, Reddy submitted that he had purchased an air ticket to travel by Singapore Airlines flight SQ528 on April 19, 2011 from Singapore to Chennai. The Singapore national carrier had downgraded his travel from business class to economy shortly before he boarded the flight. Airline staff issued a voucher or a token amount of Singapore dollars 600. He immediately protested against this, but had no option but to travel in economy class.

He issued a legal notice to the manager, Singapore Airlines, Mylapore, on May 2, 2011. The airlines gave a vague and implausible reply. He sought a compensation of Rs 20 lakh, including refund of ticket amount of Rs 20,000 with interest, for causing mental agony and deficiency of service. Singapore Airlines replied that the petition was not maintainable as per law. Reddy was the last person to book ticket on April 19, 2011. He reported for check-in at 6.57 pm and business class in the flight was overbooked by one passenger.

Reddy was selected for downgrading as he was the last passenger to make a booking and when offered a compensation package of Singapore dollars 600 and an in-flight voucher of SGD 150, he refused to accept them. The bench, comprising president B. Ramalingam and member K. Amala, observed that the petitioner had booked a confirmed ticket for the journey. Being an eminent industrialist, downgrading his seat at the last minute had caused him mental agony and hardship. Therefore, this amounts to deficiency of service.

Further, the meagre refund of a Singapore dollar package for the problem was not sufficient. The complainant also refused this and suitably protested when the offer was desired by the opposite party. Therefore, we are of the opinion that the airline is liable to pay him Rs 30,000 as compensation for causing mental agony and hardship, and a cost Rs 5,000, the bench said.