IndiGo held Liable for Lost Baggage: Consumer Forum orders Rs.1.19 Lakh Compensation to Passenger

In a ruling reinforcing passenger rights, the District Consumer Commission in Jammu & Kashmir has held IndiGoaccountable for loss of checked-in baggage, directing it to pay Rs.1.19 lakh as compensation to two travellers. The order underscores that airlines can be held financially responsible for negligence in handling passenger luggage.

The dispute arose after a couple travelling from Dammam to Srinagar via Delhi discovered that one of their five checked-in bags was missing upon arrival. According to the complainants, airline staff had combined baggage belonging to multiple passengers without proper verification and failed to issue individual tags.

Despite promptly reporting the issue and completing formalities, including filing a Property Irregularity Report, the missing bag could not be traced. The airline denied liability, while the passengers maintained that the lost baggage contained valuables and that the lapse occurred due to improper handling at the departure airport.

The Commission found clear deficiency in service, noting that the airline failed to ensure proper tracking and delivery of baggage entrusted to it. Observing that the complainants had followed all procedures yet received no resolution, the forum held that compensation was warranted for both financial loss and inconvenience.

It directed the airline to pay Rs.89,000 towards the value of the lost items, Rs.20,000 for mental distress, and Rs.10,000 as litigation costs, adding that the amount must be paid within 30 days, failing which it would carry interest at 10% per annum.