In a recent ruling, the District Consumer Disputes Redressal Commission in Hyderabad ordered Singapore Airlines to pay SGD 38,500 to Telangana’s Director General of Police (DGP), Ravi Gupta, due to a malfunction of the airline’s recliner seats during a flight to Australia.
Gupta and his wife, Anjali Gupta, were passengers on a Singapore Airlines flight from Hyderabad to Australia via Singapore on May 23, 2022. The couple had paid for business class tickets, which cost SGD 1,335 each, or SGD 835 more than the economy class fare. However, they were unable to recline their seats throughout the journey due to a failure in the electronic controls.
The recliner seats in the business class were meant to recline automatically, but this feature did not work during the flight. Despite the inconvenience, Singapore Airlines offered 10,000 KrisFlyer miles per person, which was rejected by the complainants.
The commission ruled in favor of the Guptas and ordered Singapore Airlines to refund SGD 835 to each complainant, totaling SGD 1,670, along with 12% interest from May 23, 2023, until realisation. Additionally, the airline was directed to pay SGD 1,925 for mental agony and physical suffering, along with SGD 200 towards the costs of the complaint.
This ruling highlights the importance of airlines providing functional and comfortable seating for their passengers, especially for those who have paid a premium for business class tickets. The compensation awarded to the Guptas serves as a reminder to airlines to take complaints seriously and to address any issues promptly to ensure customer satisfaction.