AI generated image used for representational purposeNEW DELHI: A Delhi district consumer commission, in an order dated July 24, held Air India liable for deficiency in service after a business class passenger was made to travel from Paris to Delhi on a defective seat that would not recline properly. Holding that the airline failed to provide the level of comfort promised to a business class passenger, the commission directed it to pay the passenger Rs 1 lakh as compensation, inclusive of litigation costs. How did the flight turn into a consumer dispute?According to the commission's order, complainant Anirudh Wadhwa and his wife were travelling on an Air India business class flight from Paris to New Delhi on October 26, 2015. After boarding the flight, the complainant found that his business class seat was stuck in an uncomfortable position and its controls were not working. Although the cabin crew tried to repair the seat during the flight, they could not fully fix the problem. Since all business class seats were occupied, he had no option but to complete the long journey on the defective seat.The complainants also alleged that the handle of one of their suitcases broke while the baggage was in the airline's custody. They claimed they reported both issues after landing in Delhi, but despite waiting for several weeks and sending a legal notice, the airline did not resolve their complaints. They then approached the consumer commission seeking compensation. Air India denied the allegations, claiming there was no defect in the seat and that the complainants had not produced medical records or sufficient proof of damage to the baggage.Why did the commission rule against Air India?The bench comprising president Suresh Kumar Gupta and member Harshali found that the photographs produced by the complainants clearly showed the airline's staff dismantling the business class seat and trying to repair it during the flight. It noted that Air India did not dispute the authenticity of these photographs and also failed to produce any service report or evidence from the cabin crew to show that the seat was functioning properly."The OP cannot deny that complainant no.1's seat did not have some defects which the OP staff were trying to rectify," the commission found.The commission observed that a passenger paying for a business class ticket is entitled to the comfort and facilities promised under that class of travel. It held that forcing the complainant to travel on a defective reclining seat during a long international flight caused mental harassment and inconvenience, for which the airline was liable."The complainant was deprived of a properly functioning reclining seat on a long-haul international flight for which the OP is liable to compensate Complainant No.1," the commission further noted.The commission, however, declined to award compensation for the complainant's alleged health issues, noting that no doctor's certificate or medical records had been produced. It also observed that although the complainants had not produced a bill for the suitcase, the broken handle showed that the baggage had been damaged while in the airline's custody."We allow the complaint and hold the OP guilty of deficiency of service and thus direct the OP to pay a lump sum amount of Rs.1,00,000 to complainant No.1... towards harassment faced by him, inclusive of litigation costs," the bench concluded.