Consumer Commission raps Thai Lion Air for denying water to passengers, terms It ‘Violation of Basic Human Rights’
Dharamshala, Nov 10,
In a strong indictment of airline conduct, the District Consumer Disputes Redressal Commission, Kangra at Dharamshala has held Thai Lion Air guilty of deficiency in service and violation of basic human rights for denying drinking water to a passenger and his minor children during a six-hour flight from Amritsar to Bangkok.
The Commission, presided over by Hemanshu Mishra with Arti Sood as member, ordered the airline to pay Rs 1 lakh as compensation, Rs 2,527 as reimbursement for a non-refundable hotel booking, and Rs 10,000 as litigation cost, with interest at 9% per annum from the date of the complaint until realization.
The complaint was filed by Tarun Kumar Chaurasia, a resident of Dharamshala, who travelled with his family under PNR SMZTFW on Flight No. SL0214 from Amritsar to Bangkok Don Mueang in January 2025. The Commission noted that the airline had unilaterally rescheduled the family’s return flight without consent and failed to provide even basic amenities onboard.
Quoting from the judgment, the Commission observed:
“The opposite party No.1 has committed deficiency in service by keeping the minor kids of the complainant thirsty for six hours long journey. The crew of the opposite party No.1 has not even committed deficiency in service, but the basic human rights have also been violated in the present case.”
The order detailed how the complainant and his family were refused drinking water because the crew would only accept Thai Baht, not Indian currency, for purchase. “There is no free provision for regular water in the flight and when the complainant tried to purchase the water he was denied on the ground that only Thai Baht was accepted,” the judgment recorded, citing a passenger comment form signed by crew member Sunisa.
The Commission further held that rescheduling a flight without prior consent also amounted to deficiency in service.
“Even the rescheduling of flight, without the prior consent of the complainant, is also deficiency in service,” the order stated.
The airline and the Directorate General of Civil Aviation (DGCA) were both made parties to the case, though neither appeared before the Commission, leading to an ex-parte decision. The Commission remarked that the complainant’s evidence remained “unrebutted and unchallenged” and “there is no reason to disbelieve the cogent and convincing evidence adduced by the complainant.”
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