Delhi High Court directs DGCA to examine airline harassment complaint by Shalini Tiwari within 30 days after alleged abusive staff conduct.
Delhi High Court has directed the Directorate General of Civil Aviation (DGCA) to examine a passenger harassment complaint filed by Mrs. Shalini Tiwari and decide the matter within 30 days.
The order was issued in New Delhi on May 13, 2026, after the court treated the writ petition filed by the passenger as a formal representation. The petition raised serious concerns over alleged abusive conduct by airline customer care staff and the lack of an effective grievance redressal system in India’s aviation sector.
The matter was heard by the Bench of Hon’ble Mr. Justice Purushaindra Kumar Kaurav in W.P.(C) 6450/2026, titled “Mrs. Shalini Tiwari v. Union of India & Ors.” The petitioner was represented by Advocate Ajay Verma.
According to the petition, Mrs. Tiwari had contacted the customer care department of IndiGo Airlines on 11 September 2025 to seek modification of an international flight booking.
During the interaction, it was alleged that the customer care representative used vulgar, abusive, and derogatory language, causing severe mental distress to the petitioner. The petition further claimed that despite repeated complaints to the airline, DGCA, and the Ministry of Civil Aviation, no effective action or inquiry was initiated.
The writ petition sought directions to the Ministry of Civil Aviation and DGCA to create a fair and transparent regulatory mechanism specifically dealing with airline staff misconduct and unresolved passenger grievances.
The petitioner also sought an independent and time-bound inquiry into the incident.
During the hearing, the Court observed that the grievance raised by the petitioner deserved appropriate consideration. Accordingly, the Court directed DGCA to examine the complaint and deal with it within thirty days.
The Court also clarified that if the grievance is not fully resolved, the petitioner would remain free to pursue other remedies available under law.
The petition raised broader concerns over passenger rights, arguing that while strict consequences exist for unruly passengers under the Civil Aviation Requirements (CAR), there is no equally effective framework to address misconduct by airline staff.
The plea argued that this regulatory imbalance violates Articles 14 and 21 of the Constitution of India and undermines passengers’ dignity and right to fair treatment.
Advocate Ajay Verma, appearing for the petitioner, argued that the case reflected a systemic failure in the aviation grievance redressal framework. He called for institutional accountability and reforms to ensure passengers are treated with dignity by airline operators.
