Singapore Airlines (SIA) has been ordered to pay a couple in India more than S$3,500 after their business class seats failed to electronically recline during a flight from India to Australia via Singapore last year.
The ruling came from the District Consumer Disputes Redressal Commission in Hyderabad, following a complaint by Ravi Gupta and his wife Anjali Gupta about their experience on SIA’s business class flight.
The couple had travelled from Hyderabad to Australia via Singapore on May 23, 2023. However, during the journey, their business class seats malfunctioned, preventing them from reclining electronically. Despite the airline’s efforts to address the issue, the problem persisted, leading to discomfort for the couple during their long-haul flight.
Offer Rejected, Compensation Ordered
The couple had paid 66,750 rupees (S$1,090) for each ticket and reported that they had to stay awake throughout the journey due to the faulty seats.
Initially, SIA offered the couple 10,000 KrisFlyer miles per person as compensation, but the offer was rejected by the complainants. The couple sought redress through the consumer commission, which ultimately ruled in their favour.
The commission ordered SIA to refund 48,750 rupees to each complainant, along with 12 per cent interest. Additionally, the airline must pay a compensation of 100,000 rupees for “mental agony and physical suffering”, and 10,000 rupees for the costs of the complaint. The total amount SIA has to pay to the couple is 219,200 rupees, which is equivalent to about S$3,580.
Implications for Airlines
The ruling underscores the importance of airlines ensuring the comfort and satisfaction of passengers, especially in premium cabins like business class. While offering compensation in the form of miles is common, the case demonstrates that passengers may seek legal redress if they feel the offer is insufficient. Airlines must ensure that all aspects of their service meet customer expectations to avoid similar outcomes.
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