Mumbai

AI pulled up for starving twin babies on board

Consumer forum tells Air India to pay Rs 1 lakh as compensation to passenger for reneging on promise to provide baby food

Anand Holla

Posted On Wednesday, February 03, 2010 at 12:00:05 AM

Photograph of the twins: Anshruta and Avyakta

More than six years after Air India (AI) failed to provide special baby food and on-board facilities requested by a man for his six-month-old premature twins, the South Mumbai Consumer Forum on Monday ordered the airline to pay him Rs 1 lakh to compensate for mental agony, torture and harassment.

Devendra Singh Parihar, 58, managing trustee of Pinewoods International High School at Panchgani, had booked eight round trip business class tickets for himself, his wife Renuka and infants Anshruta and Avyakta, on the Mumbai-New York sector for August 26, 2003 and September 4, 2003.

While booking through an authorised AI agent, he made a written request for special baby food and other things for the babies. Only after AI confirmed in writing that they would provide the items — Baby Milk Nan-2, Pampers and Cerelac, boiled water, sky cots and slumberettes — did Parihar confirm his trip. But none of the items were given by the airline.

“Due to hunger, the babies wouldn’t stop crying hysterically during the flight,” said Parihar.

Parihar complained at the AI office in Manhattan. The airline assured him that all the facilities would be provided on his return flight. But this time too, the flight supervisor had no information about the request.

Cans of creamed vegetable and vegetable korma — which the staff passed on as the last resort for the uncontrollable babies — were past their expiry date.

AI said Parihar can’t be termed a consumer under law, because food served to passengers is complimentary, and they are not bound to comply with requests. Parihar had paid around Rs 3.5 lakh for the family’s tickets.

The forum, presided over by Jyoti Iyer and S B Dhumal observed, “We are astonished with AI’s approach towards business class customers, who pay double or four to five times more than economy class.

It is astonishing to note AI’s stance that no special price was paid and therefore, no obligation is on them.”

The forum held that Parihar’s food request had figured in the PNR details, and yet AI didn’t comply. The forum also ordered AI to pay Parihar Rs 5,000 towards legal costs. An AI source said the airline is likely to file an appeal.

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