Mumbai News: Air India Faces Consumer Complaint Over Denied Boarding; Passenger Seeks ₹5 Lakh Compensation

Mumbai: A Prabhadevi-based woman has filed a complaint against Air India before the Central Mumbai District Consumer Disputes Redressal Commission, alleging deficiency in service and unfair trade practice after she and her family were denied boarding despite reaching the airport well ahead of their scheduled flight.

The complainant, Ridhina Vinayak Nagvekar, is seeking Rs 5 lakh in compensation for the financial and mental distress caused due to the incident.

Nagvekar, claimed that despite reaching Mumbai’s Terminal 2 at 4:50 am for a 6:30 am flight to Coimbatore on May 11, 2023, she and her family were not allowed to board. The family—including her sister, brother, and mother—were reportedly left stranded due to inefficient ground handling and mismanagement at the check-in counters.

According to the complaint, Nagvekar and her family faced long queues at both the security check-in and baggage drop counters, where only two baggage drop and three check-in counters were operational despite heavy passenger traffic. She alleged that repeated pleas to Air India ground staff for assistance were met with indifference and false assurances that they would be able to check in on time.

Despite reaching the check-in counter by 5:30 am, a full hour before departure, Nagvekar stated that Air India staff refused to issue boarding passes, citing late arrival. Even two family members who had completed web check-in—Mihir and Neha Nagvekar—were denied access as their boarding passes could not be scanned at the security gate. Requests to the on-duty manager for assistance or alternative flight accommodation were also denied.

With no support extended, the family was forced to purchase new tickets on an Indigo flight from Mumbai to Madurai via Bengaluru the same day. This alternative travel arrangement, including road transport to Coimbatore, reportedly cost them Rs 60,446, in addition to Rs 4,500 in transportation expenses.

Advocate Prashant Nayak appearing on behalf of Nagvekar, has filed the case against Air India under Section 35 of the Consumer Protection Act, 2019, seeking a refund of the additional ticket and transport costs, and compensation for the mental agony and embarrassment suffered. She claims Air India’s conduct violated both DGCA guidelines and the airline’s obligation to facilitate boarding for passengers who report at the airport within the mandated time.

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The complainant also stated that she reached out to Air India through Twitter on May 11, followed by a legal notice dated February 3, 2025, and a corrigendum on February 17, but found the company’s response unsatisfactory.

FPJ reached out to Air India’s corporate communications team for a response, but no official comment was received from the airline.