Paid for Business Class Air Ticket but Shifted to Economy Class; Should the Airline Refund the Difference and Pay Compensation?

A recent incident involving a woman’s mother being downgraded from a business class seat to economy class on an international flight operated by Air India has sparked debate over passenger rights and airline responsibilities. The incident came to light through a social media post on March 27, 2024, where the woman expressed her outrage at the treatment her mother received during the flight from Delhi to Washington DC.

According to the post, the woman’s mother, who had a business class ticket, was informed that her seat was unavailable due to various reasons, including seat functionality issues and crew seating requirements. 

Despite the clear indication of a business class seat on her boarding pass, the passenger was forced to travel in economy class. This situation was particularly distressing as the mother had health issues and had paid a premium for the comfort of a business class journey.

In response to such incidents, legal experts have shed light on the rights of passengers in such situations. Saumya Brajmohan, Partner at Solomon & Co., emphasized that the decision to downgrade a passenger rests solely with the airline, often due to factors like overbooking or equipment changes. However, regulations by the Directorate General of Civil Aviation (DGCA) mandate reimbursement for passengers involuntarily downgraded from their booked class.

Brajmohan outlined the steps passengers can take if they find themselves downgraded without proper compensation. These include filing grievances through the Air Sewa App or Portal and, if necessary, approaching consumer forums for compensation and damages.

What can you do if this happens to you at the airport

According to Brajmohan, the decision of downgrading of the travel category of an airline passenger can only be taken by an airline and usually such downgrading occurs due to factors such as unserviceable seats, change of aircraft, overbooking, etc.

In the case highlighted on social media, the passenger’s complaint eventually led to compensation from the airline.

However, it is essential to note that DGCA regulations do not provide specific criteria for when an airline can downgrade a passenger’s seat, leaving room for interpretation and potential disputes.

Aviation lawyers emphasize that airlines must adhere to internal policies and inform passengers adequately about their rights regarding reimbursement and compensation in case of downgrading. Transparency and accountability on the part of airlines are crucial to ensure passenger satisfaction and uphold consumer rights in the aviation industry.