J&K consumer court orders IndiGo to pay ₹1.19 lakh for loss of passenger baggage

A consumer forum in Jammu and Kashmir recently ordered IndiGo to pay an amount of ₹1.19 lakh to two passengers whose checked-in baggage was lost by the airline on their return journey from Saudi Arabia.

District Consumer Disputes Redressal Commission at Baramulla/ Bandipora, directed the airline to pay ₹89,000 towards the value of the lost baggage, ₹20,000 for mental agony and inconvenience, and ₹10,000 as litigation expenses.

The amount has to be paid within 30 days, failing which it shall carry interest at the rate of 10% per annum from the date of the order till realisation of the amount.

The Commission comprising President Peerzada Qousar Hussain and Member Nyla Yaseen observed that it was not disputed that the complainants had checked in five pieces of luggage but received only four.

It noted that despite issuance of a Property Irregularity Report (PIR) and subsequent communication, the missing baggage was not traced.

"Therefore, considering the nature of articles ordinarily carried in personal luggage, the inconvenience caused to the complainants besides failure of the OPs to trace out the baggage or compensate adequately, we find it just and proper to award reasonable compensation," the Commissioner said.

The complainants Mohammad Maqbool Hakeem and his wife Farhat Ara had booked return tickets from Dammam in Saudi Arabia to Srinagar via Delhi along with a group of travellers.

It was alleged that at Dammam Airport, IndiGo officials clubbed the baggage of the entire group without proper verification and did not issue individual baggage tags, instead handing them collectively to a group leader.

The complainants stated that upon arrival at Delhi Airport, one bag out of five was missing. They provided the required details, including photographs of the luggage to IndiGo but the baggage was not traced despite assurances.

The airline denied the claim stating that its liability does not cover delay in delivery of baggage.

The complainants, however, stated that the missing baggage contained valuables worth ₹89,000 and that the loss was due to negligence.

Considering the undisputed facts, the Commission allowed the complaint against IndiGo.

The complainants were represented by Advocate Umar Bashir.

[Read Order]