CHENNAI- A senior couple’s international journey turned into an uncomfortable experience when they encountered multiple service issues on their Lufthansa (LH) flight from Chennai (MAA) to Vancouver (YVR).
The incident, which occurred on June 12, 2023, affected Joju Dominic, 69, and his wife Jasmine, 65, who had invested Rs 3.5 lakh in their round-trip tickets.
Photo: AirbusLufthansa Fined for Mishandling Passengers
The problems emerged before takeoff when Lufthansa officials delayed the flight by 90 minutes for cleaning procedures. Passengers endured extended waiting periods in the aerobridge, creating significant discomfort for elderly travelers.
The situation deteriorated further when the Dominics discovered water actively dripping from the overhead compartment onto their assigned seats. When confronted with this issue, the cabin crew attributed the problem to Chennai’s climate conditions, offering blankets as their primary solution to the water leakage.
The crew’s response escalated tensions when Mr. Dominic sought additional assistance. According to his account, a crew member responded with threats of removal from the aircraft. “The crew’s confrontational attitude combined with their inadequate solution made the situation even more distressing,” Dominic reported.
The airline eventually relocated the couple to different seats after they endured prolonged exposure to the uncomfortable conditions.
Photo: Clément AlloingMissed Connecting Flight
Service disruptions at Frankfurt Airport forced an elderly couple to miss their Air Canada (AC) connection to Vancouver, compounding their earlier difficulties on the Lufthansa flight. The missed connection triggered a chain of travel complications, including a missed ferry booking in Canada.
“Each delay created additional expenses, including the need to purchase new ferry tickets,” Mr. Dominic explained, highlighting the financial impact of the service failures.
The couple’s return journey on October 3, 2023, presented even more severe challenges when their aircraft returned to Frankfurt due to a fuel leak. Upon landing, airport staff directed them to a service center where they reportedly encountered dismissive treatment despite their advanced age.
The accommodation situation deteriorated when staff initially denied their request for lodging. When accommodation was finally provided, the elderly couple had to walk approximately two kilometers to reach their assigned location, an ordeal that proved physically demanding for the seniors.
The extended delay created additional health concerns as the couple depleted their essential medication supplies. The airline’s meal service during this period consisted solely of basic snacks – chips, juice, and almonds. Staff distributed food coupons after significant delays, further complicating their access to proper meals.
Photo: LufthansaLawsuit For Mental Agony
The Chennai (South) District Consumer Disputes Redressal Commission awarded Rs 55,000 in compensation to an elderly couple following multiple service failures by Lufthansa Airlines. The couple had initially sought Rs 3.5 lakh, equivalent to their total ticket cost, for the distress encountered during their Chennai-Vancouver journey.
The Commission delivered an ex parte ruling after Lufthansa failed to respond to court notices. Their decision allocated Rs 50,000 for mental agony and Rs 5,000 for legal expenses. The judgment acknowledged the airline’s efforts to provide alternative arrangements while recognizing significant service deficiencies.
Mr. Joju Dominic has challenged this ruling, filing an appeal with the state Consumer Commission for increased compensation. “The airline’s repeated service failures caused emotional distress and generated additional expenses throughout our journey,” Dominic stated, emphasizing the impact of the disruptions.
The Commission’s verdict specifically addressed the airline’s accountability for service deficiency. However, it declined to order a full ticket refund since the couple completed their travel. “While the airline demonstrated service deficiencies, they did provide alternative arrangements for accommodation and travel,” the Commission noted in its final assessment.
Photo: By tjdarmstadt – IMG_6410.jpg, CC BY 2.0, https://commons.wikimedia.org/w/index.php?curid=61529569Similar Incident
In October 2024, the U.S. Department of Transportation imposed its largest-ever civil rights violation penalty on Lufthansa Airlines, following a 2022 incident of religious discrimination against Jewish passengers. The $4 million fine addresses the airline’s denial of boarding to 128 Jewish travelers on a Frankfurt to Budapest connection.
The incident occurred when Lufthansa prevented Orthodox Jewish passengers from boarding flight LH1334, citing alleged misconduct by a few individuals on their previous New York flight. The airline’s decision affected passengers solely based on their religious appearance and identity, treating unconnected individuals as a single group.
Transportation Secretary Pete Buttigieg emphasized the severity of the violation. “We are prepared to investigate and take action whenever passengers’ civil rights are violated,” Buttigieg declared, connecting this case to broader efforts addressing airline accountability and passenger rights protection.
The discrimination sparked over 40 formal complaints from affected passengers who had planned to travel from New York JFK Airport to Budapest via Frankfurt in May 2022. The incident began when the captain of the initial flight alerted Lufthansa security about alleged non-compliance with crew instructions.
Lufthansa’s subsequent response revealed serious procedural failures. Despite lacking evidence of specific misconduct, the airline implemented a blanket hold on Jewish passengers’ tickets to Budapest. Security staff acknowledged this approach would affect compliant passengers but claimed individual assessments were unfeasible.
The Department of Transportation’s Office of Aviation Consumer Protection discovered that Lufthansa failed to identify any specific passengers who had disobeyed crew members. Instead, the airline enforced collective punishment based on religious identity, preventing all visibly Jewish passengers from continuing their journey.
Stay tuned with us. Further, follow us on social media for the latest updates.
Join us on Telegram Group for the Latest Aviation Updates. Subsequently, follow us on Google News
US Fines Lufthansa and SWISS $420K for Airspace Violations
The post Lufthansa Fined ₹55,000 for Mishandling Indian Passengers on Vancouver Flight appeared first on Aviation A2Z.
![Sąd: Przez zasadę (ex tunc). ZUS przegrywa z emerytami w sądach [Wyrok TK z 4 czerwca 2024 r.]](https://g.infor.pl/p/_files/38265000/podwyzki-38265459.jpg)
