Consumer forum orders AirAsia to pay ₹90k compensation for damage to a rare plant due to flight delay

The District Consumer Disputes Redressal Commission at Palakkad in Kerala recently directed AirAsia India Limited to pay ₹90,750 to a farmer who suffered financial loss after a delayed in flight damaged a rare plant he was transporting [Abdul Azeez C v Air Asia India Limited].

The order was passed by a Bench comprising president Vinay Menon V and members Vidya A and Krishnankutty NK on a complaint filed by a Palakkad-based farmer engaged in the cultivation and research of hybrid fruit species.

The Commission held the airline liable for both financial loss and mental distress caused to the farmer.

“It is clear that we accept the complainant has suffered financial loss and mental agony due to the deficiency in service on for the part of the opposite party and is bound to compensate the complainant for that,” the order said.

According to the complaint, the farmer had travelled in August 2025 from Kochi to Indonesia via Kuala Lumpur to procure a hybrid jackfruit sapling for his farm. On his return journey, his AirAsia flight from Medan-Kualanamu to Kuala Lumpur was delayed by several hours, causing him to miss his connecting flight to Kochi despite a layover of over three hours.

He submitted that upon reaching Kuala Lumpur, he had approached airline officials seeking an alternative arrangement. He contended that he had even expressed willingness to pay additional charges given the sensitive nature of the sapling he was carrying.

However, he was allegedly informed that the next available flight to Kochi was only after three days. The farmer argued that this was misleading as he had later secured a seat on another AirAsia flight the next day on his own.

Due to the delay and lack of timely assistance, the sapling was damaged and became unusable, rendering the purpose of his trip futile and causing financial loss. He also incurred additional travel and accommodation expenses.

Despite service of notice, AirAsia did not appear before the Commission or file a response and the matter proceeded ex parte.

Based on the documentary evidence produced, including flight tickets and travel records, the Commission found that the delay and failure to assist the passenger amounted to deficiency in service.

Accordingly, the Commission directed the airline to refund ₹30,750 towards the ticket fare, pay ₹25,000 towards travel and accommodation expenses, and award ₹25,000 as compensation for deficiency in service, along with ₹10,000 towards litigation costs.

The Commission further directed that the amount be paid within 45 days, failing which the airline would be liable to pay ₹500 per month until full realisation.

The farmer (complainant) was represented by Nyayashraya Associates, through advocates Jeevan John, Sidhya Sasidharan and Aravind.

[Read Order]