Post by : Badri Ariffin

The Ernakulam Consumer Dispute Redressal Commission in Kerala has mandated Qatar Airways to compensate a couple with Rs 10 lakh after the airline barred their two minor children, including a breastfeeding baby, from boarding their flight from India to Italy.

The commission found the airline liable for poor service and unfair practices. In addition to the compensation, Qatar Airways was also instructed to pay Rs 25,000 for legal costs.

The ruling was made on July 14 under the guidance of President D B Binu and members Ramachandran V and Sreevidhia T N.

Family's Journey to India Went Smoothly

As per the complaint, the couple, who work in Italy, had booked Qatar Airways tickets for themselves and their two young children to travel from Venice to Kochi via Doha for a family visit.

All travel documents were validated by the airline prior to departure, and boarding passes were issued. The family reached India without any significant issues.

Return Flight Issues for Elder Child

Complications arose on December 3, 2018, during their return trip from Kochi to Italy.

The complaint indicated that after a wait of over two-and-a-half hours, the family was informed that the elder child could not board due to lacking an independent Italian visa.

As both parents had work commitments in Italy, they decided to leave their elder child with relatives in Kerala, traveling with only their younger child.

Infant Denied Boarding in Doha

Upon arriving in Doha, the family encountered another hurdle.

As per the complaint, Qatar Airways did not permit the younger child, a breastfeeding infant, to board the onward flight to Italy, citing insufficient travel documentation.

Despite having received boarding passes earlier, the family experienced a delay of nearly 10 hours before the infant was denied boarding.

Consequently, the mother traveled alone to Italy, while the father returned to Kochi with the infant.

Visa Arrangements for the Elder Child

The complaint stated that the father later acquired a separate visa for the elder child and brought him back to Italy.

The younger child stayed in India with relatives until suitable arrangements could be made for the infant's return.

The father contended that the airline's actions led to financial losses, emotional turmoil, and significant distress.

Qatar Airways Defends Its Actions

In response, Qatar Airways asserted that it is the passengers' responsibility to ensure they possess valid travel documents and visas necessary for their journey, including those required for transit.

The airline claimed that meeting all document requirements rests with the passengers.

Commission's View on Parents' Dilemma

The commission remarked that the parents feared job loss if they did not return to Italy and thus had no choice but to leave their children in the care of relatives.

In its judgment, the commission stated: "The complainant and his wife were left with no choice but to entrust their children, including an infant of lactation, to the care of their relatives in India and proceed on their return journey without him. The mental strain, emotional turmoil, and hardships experienced by the parents were a direct result of the airline's wrongful behavior."

The ruling concluded that Qatar Airways exhibited deficiencies in service and unfair trade practices by approving the infant's travel documents to India but later refusing boarding on the return journey based on the same documents.

Order for Compensation and Compliance

The commission ordered Qatar Airways to:

• Compensate Rs 10 lakh for the family's mental distress and hardships.
• Pay Rs 25,000 for legal expenses.
• Comply with the order within 45 days.

Furthermore, the commission stated that if the airline fails to comply within the given timeframe, the compensation will incur 9% annual interest from the date of the complaint until full payment is made.

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