Saddler Shoes Pvt. Ltd vs Air India & Ors

The Supreme Court addressed the issue of deficiency in service under the Consumer Protection Act, holding that the carrier, Air India, failed to inform the consignees about the arrival of goods and did not act on the appellant's instructions to reroute the consignments, constituting negligence. The Court emphasized that under Paragraph 2.7.1 of the Air Cargo Tariff Rules, the carrier has a duty to promptly inform the shipper of any delivery issues. The appeal was allowed, and Air India was found liable for the damages claimed by the appellant.