The District Consumer Disputes Redressal Commission–VI (New Delhi) has held Qatar Airways guilty of deficiency in service and ordered it to pay a total of ₹1.5 lakh in compensation and litigation costs to complainant, a Delhi-based lawyer.

The case arose from a 2014 incident where the complainant and her pregnant daughter alleged mistreatment during their return flight from the USA to Delhi. The complainant stated that the airline’s cabin crew refused to allow her daughter who got ill during turbulence to temporarily rest in her mother’s business class seat, despite being visibly unwell. The attendants allegedly threatened them with arrest and deportation, causing distress and medical complications leading to hospitalization upon return.

Qatar Airways denied all allegations, arguing that seat exchanges between business and economy classes violated its in-flight policies. However, the Commission, presided over by Ms. Poonam Chaudhry, found the airline’s conduct insensitive and inhuman, emphasizing that service providers must act with empathy and flexibility in such situations.

Relying on precedents, the Commission observed that “the act of the opposite party caused mental agony and harassment” and thus constituted deficiency in service.

Qatar Airways has been directed to pay ₹1,00,000 as compensation and ₹50,000 as litigation costs within one month, failing which the amount will accrue interest at 7% per annum until realization.