The Chandigarh District Consumer Commission has directed an airline to pay Rs 20,000 to passengers whose connecting flight from Delhi to Chandigarh was cancelled, leaving them to complete their journey by bus during winter. Observing that an airline’s duty does not end with informing passengers of a cancellation, the commission noted that the family, including a minor, faced prolonged waiting, physical exhaustion and mental stress.

The bench of president Pawanjit Singh and member B M Sharma observed that the father and son were subjected to a lengthy wait, inadequate assistance and uncertainty, and had to make their own arrangements to complete the journey.

“The complainants, particularly complainant No.2, being a minor aged about 17 years at the relevant time, were subjected to physical discomfort and mental distress during the prolonged and disrupted journey.…