A Consumer Forum in Jammu and Kashmir has directed IndiGo airline to pay ₹1.19 lakh as compensation to two passengers after their checked-in baggage was lost during their return journey from Saudi Arabia.
The District Consumer Disputes Redressal Commission Baramulla/Bandipora ordered 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 Commission further directed that the amount be paid within 30 days, failing which it will attract an interest of 10 percent per annum from the date of the order till realization.
The Commission, comprising President Peerzada Qousar Hussain and Member Nyla Yaseen, observed that the complainants had checked in five pieces of luggage but received only four upon arrival. Despite issuance of a Property Irregularity Report (PIR) and follow-up communication, the missing baggage could not be traced.
The complainants, Mohammad Maqbool Hakeem and his wife Farhat Ara, had travelled from Dammam (Saudi Arabia) to Srinagar via Delhi. They alleged that IndiGo staff at Dammam Airport clubbed the baggage of their group without proper verification and failed to issue individual baggage tags.
Upon reaching Delhi, one bag was found missing. Despite providing all required details, including photographs, the airline failed to locate the baggage. While IndiGo denied liability, the complainants maintained that the missing bag contained valuables worth ₹89,000 and the loss occurred due to negligence.
Taking note of the facts, the Commission held the airline responsible and termed it appropriate to award compensation for the loss and inconvenience caused to the passengers. The complainants were represented by Advocate Umar Bashir.
