Lufthansa suggests elderly Chennai couple use blanket to dry seat, fined

Photo: Instagram/@lufthansa

An elderly couple from Chennai had a tough time during their Lufthansa flight, leading to a court ruling against the airline. The couple, Joju Dominic, 69, and his wife Jasmine, 65, had booked tickets for a round-trip flight from Chennai to Vancouver via Frankfurt. However, their journey turned into a nightmare with multiple issues, starting with a wet seat and continuing with delays, missed flights, and poor customer service.

The problems began right at the start of their trip. On June 12, 2023, their flight from Chennai to Frankfurt was delayed by 90 minutes. The couple was left waiting on an aerobridge, feeling uncomfortable and stressed. When they finally boarded the flight, they discovered that their seats were completely wet, and water was dripping from the overhead compartment. Despite the uncomfortable situation, the cabin crew did not offer any help. Instead, they were told that the issue was due to Chennai's climate and suggested that the couple use a blanket to dry the seat. When Joju tried to raise the issue, the staff threatened to have them deplaned.

After much struggle, the couple was given alternative seats, but their problems did not end there. Upon arriving in Frankfurt, they missed their connecting flight with Air Canada to Vancouver. Joju claimed that Lufthansa did not offer the priority assistance they needed to make the connection, which led to them missing their flight. After arguing with airline staff, they were put on a later flight, but more delays caused them to miss their scheduled ferry in Canada.

The couple's troubles continued on their return journey. On October 3, 2023, their flight experienced a fuel leak after takeoff, forcing the plane to return to Frankfurt. Once again, the couple was treated poorly. They were told to go to a service center at Frankfurt airport to get help, but the service they received was harsh and unhelpful. Lufthansa denied their request for accommodation before the rescheduled flight and did not provide the wheelchair assistance they had pre-booked. Joju had to walk about 2 kilometers to their lodging. On top of that, the meal they were given after the delayed flight was not enough, and they ran out of necessary medical supplies.

Feeling distressed both emotionally and financially, the couple filed a lawsuit against Lufthansa Airlines for ₹3.5 lakh, which was the cost of their round-trip tickets. The court found that the airline’s actions caused the couple mental harassment and ordered Lufthansa to pay a fine of ₹55,000. The airline was also instructed to cover the couple's legal costs.

This case highlights the need for airlines to treat passengers, especially elderly travelers, with care and respect, ensuring that they are provided with proper assistance and comfort during their flights.

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