A man from Kerala, India, has won a nine-year legal battle against Air India after a delayed flight left him stranded overnight at Mumbai airport and forced him to spend thousands of rupees to reach his job in Saudi Arabia.
Kapildev, 42, was returning to his job as a driver in Saudi Arabia after spending his annual leave in his hometown in September 2017.
He had booked an Air India flight from Thiruvananthapuram to Saudi Arabia with a layover in Mumbai. After his initial flight was delayed by more than two hours, he repeatedly asked airline staff whether he would miss his connection. Ground crew assured him he would make the flight, only for him to discover upon landing in Mumbai that his onward flight had already departed.
With no alternative economy options available to get him to work on time, he was forced to purchase a business-class ticket on another airline. His family had to scramble to arrange around ₹49,000 (approx. BD 200) through a travel agency in Saudi Arabia to secure the new booking.
Including the unused ticket, his total direct financial loss reached approximately ₹83,000 (BD 330).
Kapildev alleged that Air India failed to provide accommodation, food, or assistance during his nearly 24-hour ordeal at Mumbai airport, leaving his family with a sudden financial burden despite repeated attempts to contact the airline.
Air India denied any deficiency in service, attributing the delay to the late arrival of an incoming aircraft. The carrier claimed it provided refreshments, attempted to contact passengers, and sought alternative arrangements.
However, the District Consumer Disputes Redressal Commission in Thiruvananthapuram ruled in Kapildev's favour after the airline failed to provide sufficient evidence justifying the delay. The panel ordered Air India to pay ₹136,000 (BD 540) to cover financial losses, mental distress, and legal costs.
Speaking to local media, Kapildev said the case was about more than money, noting it served as a reminder that passengers have legal recourse when airlines fail to support them during travel disruptions.
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