Aviation Service Failure: In-Flight Catering Mishap Prompts Regulatory Action Against IndiGo

A recent incident aboard an IndiGo flight from Bangkok to Bengaluru has exposed significant service protocol deficiencies, resulting in regulatory intervention. During the initial ascent phase, a flight attendant inadvertently spilled hot curry on a passenger, causing immediate physical discomfort, garment damage, and considerable distress. The Consumer Disputes Redressal Commission, upon investigation, determined the airline bore vicarious liability for this service lapse, citing inadequate staff training and procedural safeguards. The commission mandated a compensation payment of Rs 25,000 to the affected passenger, underscoring the legal and financial repercussions of in-flight service failures. This case highlights critical operational vulnerabilities in cabin service management, particularly during high-workload phases like takeoff. It serves as a stark reminder to aviation operators of the imperative to enforce rigorous safety and service standards, as even minor oversights can lead to passenger harm, reputational damage, and regulatory penalties. The ruling reinforces the accountability mechanisms within India's consumer protection framework, emphasizing that airlines must maintain consistent duty of care throughout all flight operations.