Why British Airways Was Ordered To Refund Over INR 1.7 Lakh to a Mohali Passenger
A Mohali consumer commission has directed British Airways to refund over INR 1.7 lakh after a passenger was denied boarding at Delhi airport because airline staff allegedly treated London as his final destination and demanded a UK visa despite his confirmed onward journey to the US. The commission held the airline guilty of deficiency in service.
A Mohali consumer commission has directed British Airways to refund more than INR 1.7 lakh to a city resident who was denied boarding at Delhi's Indira Gandhi International Airport after airline staff allegedly treated London as his final destination and demanded a UK visa, despite his confirmed onward journey to the United States. The commission held the airline guilty of deficiency in service and awarded compensation to the passenger.
The commission partly allowed the complaint filed by Shubhkarman Singh Bangar, directing British Airways to refund the airfare of INR 1,37,538 with 6% annual interest from August 20, 2023, reimburse INR 10,500 spent on taxi fare and pay INR 25,000 as consolidated compensation for mental agony, harassment and litigation expenses, Hindustan Times reported. The complaint against travel booking agency Air Tickets India was dismissed. Air India Ordered To Pay INR 1.50 Lakh to Father-Daughter Duo As Compensation; Here's Why.
Why Was the Passenger Denied Boarding?
According to the complaint, Bangar's parents were visiting his younger brother in Winnipeg, Canada, while important original documents needed to complete a business transaction remained at their Mohali home.
As Bangar held a valid US visitor visa but did not possess a Canadian visa, the family decided he would travel to Minneapolis, where his father would collect the documents. Air India Flight AI2379 Turbulence Incident: DGCA Initiates Detailed Investigation After Aircraft Loses 300 Feet.
His air tickets, costing INR 1,37,538, were booked through Air Tickets India. Bangar also informed British Airways that he was travelling alone for the first time and requested special assistance, which the airline confirmed.
However, when he reached Indira Gandhi International Airport in New Delhi on August 20, 2023, airline staff allegedly considered London to be his final destination and asked him to produce a UK visa.
According to the complaint, Bangar showed his itinerary, which included travel from New Delhi to London, Chicago and Minneapolis, while his father and brother repeatedly contacted the airline's customer care to explain that he was only transiting through London. Despite this, the airline allegedly refused to allow him to board and offloaded him from the flight.
Commission Finds Deficiency in Service
While hearing the case, the consumer commission examined several documents submitted by the complainant, including his passport, valid US visa, e-ticket, special assistance confirmation, payment records, taxi receipt, the airline ticket carrying the endorsement "Offloaded", call records and email correspondence.
The commission held that British Airways failed to verify the passenger's complete travel itinerary before denying boarding, resulting in financial loss and unnecessary inconvenience. It concluded that the airline was deficient in providing service and ordered compensation accordingly.
Compensation Awarded
The commission directed British Airways to:
- Refund INR 1,37,538 towards airfare with 6% annual interest from August 20, 2023, until payment.
- Reimburse INR 10,500 spent on taxi fare.
- Pay INR 25,000 towards mental agony, harassment and litigation expenses.
The complaint filed against Air Tickets India was dismissed.
(The above story first appeared on LatestLY on Aug 07, 2026 12:41 PM IST. For more news and updates on politics, world, sports, entertainment and lifestyle, log on to our website latestly.com).
