British Airways to pay Rs 2 lakh for off-loading passenger

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British Airways has been ordered by a consumer forum here to pay Rs two lakh as compensation to a woman passenger for not telling her in advance that she needed a transit visa for London en route to New Delhi and deplaning her at Vancouver airport.

The New Delhi District Consumer Disputes Redressal Forum asked the UK flag-carrier to pay damages to complainant Kumkum Sharma, pointing out that the woman was forced to extend her stay in Canada till she could get a transit visa due to the failure of the airlines and its agent in informing her about the requirement.

"We have considered the case in entirety and have seen the plight of complainant (Kumkum), who was forced to stay in Canada by the act of imperfection on part of the opposite parties in not loudly speaking its requirements in public nor updating its websites, nor travel agents knowing anything or spreading awareness of such requirements.

"We directly hold opposite party-1 (British Airways) and opposite party-2 (Sheraton Travels Pvt Ltd) responsible for this deficiency, leading to the trouble to innocent consumer. We award a harassment damage of Rs two lakh, inclusive of litigation expenses, jointly and severely on both opposite parties," said the bench presided by C.K. Chaturvedi.

Kumkum Sharma had submitted in her complaint that she was off loaded while on her way back to Delhi by the British Airways staff at Vancouver Airport in Canada despite having a confirmed air ticket for travel from Vancouver to Delhi via London for April 30, 2007.

The airlines had off-loaded her saying that she did not have the transit visa for London. The complainant had said it was, however, not required when she had gone from Delhi to Canada in May 2006 but was sought during her return journey in April 2007.

The airline, in its reply to her complaint, had rejected the allegation of deficiency in service against them, saying it was only obeying the law as per which a transit visa was required.

The forum, however, rejected the contention saying the ticket was issued six months in advance and at that time the requirement of transit visa was not communicated to her.

It noted added that even the airlines' agents had not given her any information about it.