A senior couple’s international journey turned into a nightmare due to multiple service failures on their Lufthansa (LH) flight from Chennai (MAA) to Vancouver (YVR). The incident, which occurred on June 12, 2023, resulted in extreme discomfort and financial losses for Joju Dominic (69) and his wife Jasmine (65), who had spent ₹3.5 lakh on their round-trip tickets.
Flight Delays and In-Flight Issues
The troubles began even before takeoff when Lufthansa delayed the flight by 90 minutes for cleaning procedures. Passengers, including the elderly couple, were forced to wait for an extended period inside the aerobridge, causing significant discomfort.
Once inside the aircraft, the couple faced another major issue—water leakage from the overhead compartment onto their seats. The cabin crew blamed Chennai’s climate for the problem and initially offered only blankets as a solution.
When Mr. Dominic requested additional assistance, he was reportedly met with threats of removal from the flight by a crew member. Eventually, after enduring prolonged discomfort, the couple was moved to different seats.
Missed Connecting Flight in Frankfurt
Upon reaching Frankfurt Airport, further service failures caused the couple to miss their connecting Air Canada (AC) flight to Vancouver. The missed connection resulted in additional expenses, including the cost of new ferry tickets in Canada.
“Each delay created additional expenses, including the need to purchase new ferry tickets,” Mr. Dominic explained, emphasizing the financial burden caused by Lufthansa’s failures.
Return Journey Marred by Fuel Leak and Poor Treatment
Their return journey on October 3, 2023, was even more distressing. The flight had to return to Frankfurt due to a fuel leak, forcing all passengers to disembark.
Upon landing, the couple was directed to a service center, where they reportedly faced dismissive treatment despite their age. Initially, their request for accommodation was denied, and when a hotel was finally arranged, they were required to walk nearly two kilometers to reach it—an exhausting ordeal for the elderly travelers.
Additional problems included:
- Running out of essential medication due to extended delays.
- Receiving only chips, juice, and almonds as food, with meal vouchers issued after significant delays.
Consumer Court Orders Lufthansa to Pay Compensation
The Chennai (South) District Consumer Disputes Redressal Commission ruled in favor of the couple, ordering Lufthansa to pay ₹55,000 in compensation. The breakdown of compensation includes:
- ₹50,000 for mental agony
- ₹5,000 for legal expenses
The couple had originally demanded ₹3.5 lakh, equal to their ticket cost. However, the Commission did not order a full refund as Lufthansa had provided alternative accommodations and completed the journey.
Since Lufthansa failed to respond to court notices, the verdict was passed in their absence (ex parte judgment).
Mr. Joju Dominic has since challenged the ruling, appealing to the state Consumer Commission for higher compensation. “The airline’s repeated service failures caused emotional distress and extra financial burdens,” he stated.
Similar Incident: Lufthansa’s $4 Million Fine for Religious Discrimination
This is not the first time Lufthansa has faced serious complaints regarding passenger treatment.
In October 2024, the U.S. Department of Transportation (DOT) imposed its largest-ever civil rights violation penalty of $4 million on Lufthansa for religious discrimination against Jewish passengers in 2022.
What Happened?
- Lufthansa denied boarding to 128 Jewish passengers on a Frankfurt to Budapest flight (LH1334).
- The airline cited misconduct by a few individuals on an earlier flight from New York JFK, but punished the entire group based on their religious appearance.
- No individual assessments were conducted, and compliant passengers were unfairly blocked from boarding.
Government Response
U.S. Transportation Secretary Pete Buttigieg stated:
“We will investigate and take action whenever passengers’ civil rights are violated.”
The DOT’s Office of Aviation Consumer Protection found Lufthansa guilty of collective punishment and lack of proper investigation. This case highlights a pattern of passenger rights violations by Lufthansa, reinforcing concerns over the airline’s handling of customers.
Lufthansa’s repeated service failures and poor treatment of passengers raise serious concerns about the airline’s commitment to customer care. The Chennai-Vancouver case highlights the struggles faced by elderly travelers due to negligence, while the U.S. discrimination case exposes broader systemic issues.
With airlines under increasing scrutiny for passenger rights violations, this ruling serves as a reminder of the importance of holding companies accountable for their services. Mr. Dominic’s ongoing legal battle for higher compensation may also set a precedent for similar cases in the future.
