A consumer court in Kerala has directed Qatar Airways to pay ₹10 lakh in compensation to an India-origin family after two minor children were denied boarding during their return journey from Kochi to Venice, despite being allowed to travel to India on the same set of travel documents.
The District Consumer Disputes Redressal Commission, Ernakulam, held that the airline’s actions amounted to a deficiency in service and an unfair trade practice, observing that the family’s ordeal caused significant mental distress.
What Happened?
The complaint was filed by Italy-based expatriate Roshan Jose, who travelled with his wife and two children from Venice to Kochi via Doha in November 2018. According to the complaint, the airline accepted all travel documents, including those of the children, without raising any objections during the outbound journey.
However, when the family arrived at Kochi airport for their return flight on December 3, 2018, their elder child was denied boarding shortly before departure after the airline stated that the child did not possess an independent visa. The child remained in Kochi with relatives while the parents and infant travelled to Doha.
The family’s difficulties continued during the layover in Doha, where the airline also refused to allow the infant to board the connecting flight to Venice despite having already issued a boarding pass at Kochi. As a result, the father returned to Kochi with the infant, while the mother travelled alone to Italy. The family later had to arrange separate international travel for the children, leading to additional expenses and hardship.
Why the Consumer Court Ruled Against the Airline
Qatar Airways argued that passengers are responsible for carrying valid visas and travel documents and maintained that the children did not meet Italian immigration requirements.
However, the Commission found the airline’s position inconsistent, noting that the same travel documents had been accepted when the family flew from Venice to Kochi. The court observed that if the documents were inadequate, the airline should not have permitted the journey in the first place.
Describing the airline’s conduct as arbitrary and unjustified, the Commission ordered Qatar Airways to pay ₹10 lakh as compensation for mental agony and ₹25,000 towards litigation costs. The airline has been directed to comply with the order within 45 days, failing which the compensation will attract interest at 9% per annum.
What Parents Should Know Before Flying Internationally With Children
The case highlights the importance of verifying travel documentation for every child, regardless of age.
Every child, including infants, must have a valid passport and any required visa for the destination country.
Visa rules for children generally mirror those applicable to adults unless a country specifically provides an exemption.
Parents should verify entry and transit requirements with the destination country’s immigration authorities and the airline before departure.
Transit countries may also have separate documentation requirements, making it important to check the entire travel itinerary.
Carry supporting documents such as birth certificates, parental consent letters (where required) and proof of residency or visas to help avoid complications during international travel.
Carefully confirming documentation requirements before departure can help families avoid unexpected disruptions and ensure a smoother travel experience.