Parents forced to fly back to Italy without infant after boarding dispute, commission finds airline deficient in service
A consumer court in Kerala has ordered Qatar Airways to pay ₹10 lakh in compensation to a family after the airline refused to allow their two young children, including a breastfeeding infant, to board a return flight to Italy, leaving the parents with no option but to travel without the child.
The Ernakulam District Consumer Disputes Redressal Commission held that the airline was guilty of deficiency in service and unfair trade practice. In its order, the commission also directed the carrier to pay ₹25,000 towards litigation costs.
The case arose after a Kerala couple, who were returning to Italy with their children, were denied boarding for the minors despite claiming they had completed all required travel formalities. As a result, the parents were forced to leave the children, including a breastfeeding infant, with relatives in India while they travelled back to Italy to avoid jeopardising their residency and employment.
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The commission observed that the incident caused the family severe mental distress, emotional trauma and financial hardship
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It noted that separating a breastfeeding infant from the mother was particularly distressing and could not be justified when passengers had acted in good faith
According to the order, the airline failed to provide adequate assistance or a reasonable solution despite the family’s circumstances. The commission concluded that the conduct amounted to a serious lapse in customer service and violated consumer rights.
The ruling highlights the responsibility of international airlines to ensure passengers receive accurate travel guidance and fair treatment, particularly when families with young children are involved. Consumer rights experts say the decision reinforces the accountability of airlines in handling boarding disputes and documentation issues with due care.
The airline may challenge the order before a higher consumer forum if it chooses to appeal.
