Singapore Airlines Ordered to Compensate for Seat Malfunction
In a recent ruling, the District Consumer Disputes Redressal Commission-III in Hyderabad mandated Singapore Airlines (SIA) to compensate passengers after a seat recline failure during a business class flight. The incident occurred on a flight from Singapore to Hyderabad.
On this four-hour journey, the director-general of police from Telangana state and his wife experienced significant discomfort as their seats failed to recline electronically. Despite paying a premium for business class tickets priced at 133,500 rupees, the couple felt their service was comparable to economy class, albeit with additional legroom.
The airline has been directed to refund 97,500 rupees to the couple and pay an additional 100,000 rupees for mental agony and physical suffering, along with 10,000 rupees in litigation costs. The total compensation amounts to approximately 3,500 USD, inclusive of a 12% interest charge from the date of complaint.
While seat malfunctions are not uncommon in the industry, airlines typically offer mileage points as compensation. However, the affected passengers declined Singapore Airlines' offer of 10,000 KrisFlyer miles each, leading to legal action. The case highlights the importance of adequate service recovery in maintaining customer satisfaction, especially in premium travel segments.
Compensation Standards in Airline Industry
Comparatively, other airlines like Qantas have faced similar issues. A recent onboard seat malfunction on a Qantas flight from Australia to Hawaii led to a downgraded seating arrangement for the affected passenger. However, compensation was limited to offering an entire row in economy class to mitigate discomfort.
The rulings and practices show the variances in how airlines handle technological failures onboard and emphasize the need for robust customer service protocols to address and rectify such issues effectively. Passengers are encouraged to familiarize themselves with airlines' compensation policies, which are typically detailed in the terms of carriage.
