The message is loud and clear: If you advertise a lie-flat seat, it better be a lie-flat seat. Almost seven years ago, a Lufthansa passenger traveling in business class from Mumbai to Dallas claimed he was unable to fall asleep during the flight because his purported “lie-flat” seat only partially reclined.
Lufthansa argued the disagreement boiled down to a matter of semantics, saying a lie-flat seat is different from a fully flat or flat-bed seat. India’s National Consumer Disputes Redressal Commission didn’t buy the explanation and recently order Lufthansa to refund the passenger’s airfare (about $780), litigation expenses (about $156) and to pay a fine of about $31,260.
Lufthansa plans to appeal the decision
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