Singapore Airlines ordered to pay compensation after malfunctioning seats caused discomfort to Indian couple

Singapore Airlines has been ordered to compensate an Indian couple S$3,480 (INR 213,585) for the “mental agony” they endured due to malfunctioning business class seats during a flight from Hyderabad to Singapore in May 2023. The seats, which they had paid a premium for, failed to recline automatically, leaving them unable to sleep and forced to sit upright for the entire 4-hour 50-minute journey.

Mr. Ravi Gupta, the Director General of Police (DGP) of Telangana, and his wife, Ms. Anjali Gupta, had each purchased business class tickets costing INR 66,750 (S$1,087), significantly higher than economy class fares. When the couple raised the issue, Singapore Airlines offered them 10,000 Kris Flyer miles per person, but they declined the offer. The couple later filed a complaint with the District Consumer Disputes Redressal Commission in Hyderabad, which ruled in their favor.

In response, Singapore Airlines confirmed the compensation amount and clarified that the seats, while not reclining automatically, could still be manually adjusted. The airline apologized for the inconvenience, stating that their crew regularly checked on the passengers and offered to manually recline the seats.

This incident follows a similar case in which a New Zealand couple was reimbursed by Singapore Airlines after an uncomfortable flight experience involving a disruptive emotional support dog. The airline’s handling of customer complaints in these cases has attracted attention, highlighting the importance of providing consistent service quality, especially in premium cabins.