Singapore Airlines Faces Backlash over Maltreated Business Class Passengers: Couple Wins Compensation for Seat Malfunction

Sign up to Simon Calder’s free travel email for expert advice and money-saving discounts. Singapore Airlines has been ordered to pay an Indian couple more than £2,040 (INR 213,585) for “mental agony” after their business class seats failed to recline on a flight from India to Singapore. Anjali and Ravi Gupta experienced malfunctioning seats that did not recline, causing them to stay awake during their 4-hour and 50-minute journey from Hyderabad to Singapore, as reported by India Today.

The Guptas had paid approximately £638 (INR 66,750) for each ticket from India to Australia, including a stopover in Singapore, which was significantly more than the equivalent economy class ticket costing £172 (INR 18,000). Despite being offered 10,000 Kris Flyer miles per person as compensation, they declined. Kris Flyer miles are loyalty points earned by members of the Singapore Airlines frequent flyer program. Mr. Gupta is the director general of police in the state of Telangana.

In a landmark ruling, the District Consumer Disputes Redressal Commission in Hyderabad found in favor of the Guptas and ordered Singapore Airlines to refund £460 (INR 48,750) to each complainant, totaling £931 (INR 97,500) along with 12 per cent interest. Additionally, Singapore Airlines was instructed to pay £955 (INR 100,000) for causing mental agony and physical suffering to the couple and £94 (INR 10,