Post by : Rameen Ariff

In a landmark judgment, the Madras High Court has upheld a lower court’s ruling in favor of an Air India passenger who discovered strands of hair in his in-flight meal. The case, which dates back to 2002, has finally concluded with the court ordering Air India to pay ₹1 lakh in compensation to the passenger, P. Sundaraparipooranam.

The Air India passenger had boarded flight IC 574 from Colombo to Chennai on July 26, 2002. During the journey, he was served a sealed food packet. Upon opening it, he was shocked to find multiple strands of hair mixed into his meal. The passenger immediately felt nauseous and was unable to continue eating. He tried to file a complaint on board, but the cabin crew reportedly ignored his grievance, and there were no complaint boxes or forms available on the flight.

After landing in Chennai, the Air India passenger lodged a formal complaint with the airline’s Deputy General Manager (Commercial). Air India later sent a letter on July 12, 2002, expressing regret over the incident and confirming that an internal inquiry had been launched. However, the apology did little to comfort the traveler, who claimed that he suffered from vomiting and stomach pain after the flight.

On July 19, 2002, the Air India passenger sent a legal notice through his lawyer, demanding accountability for the distress caused. He subsequently filed a lawsuit seeking ₹11 lakh in compensation for physical and emotional suffering. Air India once again apologized in writing on July 20, 2002, but denied liability, arguing that the food service had been outsourced to Ambassador Pallava, a five-star hotel in Chennai.

In court, Air India maintained that it should not be held responsible for the caterer’s alleged negligence. The airline’s counsel also emphasized that the passenger was a regular flyer and that no such incident had occurred before. Despite these arguments, the trial court ruled in favor of the Air India passenger, ordering the airline to pay ₹1 lakh as compensation for the inconvenience and emotional trauma caused.

Air India challenged the verdict, appealing to the Madras High Court. However, on October 10, 2025, the High Court dismissed the airline’s appeal, stating that Air India bore ultimate responsibility for the food served under its brand. The court observed that passengers have a right to safe and hygienic meals and that outsourcing does not absolve an airline of its duty toward customers.

This ruling serves as a reminder that Air India passengers and travelers across all airlines are entitled to proper service and hygiene. The case has sparked discussions about accountability in India’s aviation industry, particularly when it comes to outsourced catering and passenger safety.

The verdict reinforces that passengers’ complaints, even over issues that may appear minor, can lead to significant legal precedents. For Air India passengers, this judgment emphasizes that airlines must maintain the highest standards of cleanliness and customer care, especially when serving food during flights.

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