Airline Held Liable for Lost Umrah Baggage: Kashmir Consumer Panel Awards Rs 1.19 Lakh Compensation | Kashmir Life

SRINAGAR: The District Consumer Disputes Redressal Commission Baramulla/Bandipora has held IndiGo guilty of deficiency in service for loss of baggage belonging to Umrah pilgrims and directed the airline to pay total compensation of Rs 1.19 lakh to the complainants.

The order was passed by a bench comprising President Peerzada Qousar Hussain and Member Nyla Yaseen in a complaint filed by Mohammad Maqbool Hakeem and another resident of Sopore.

According to the complaint, the passengers had travelled from Dammam, Saudi Arabia to Srinagar via Delhi after performing Umrah pilgrimage. The return tickets were booked under a single PNR that included a group of pilgrims. It was alleged that at Dammam Airport, airline staff clubbed the baggage of all passengers together without proper verification and failed to issue individual baggage tags, instead handing over a stacked bundle of tags to a group leader.

Upon arrival at Delhi, one of the five checked-in bags of the complainants was found missing. Despite filing a Property Irregularity Report and lodging a complaint with the airline, the baggage could not be traced. The complainants submitted that the missing bag contained valuables worth around Rs 89,000, including religious items and clothing, and that the airline’s failure caused them financial loss and mental distress.

The airline later denied the claim, stating that liability does not extend to delays in delivery of baggage. However, the Commission observed that the case pertained to loss of baggage and not mere delay, and noted that the airline failed to trace or compensate for the missing luggage despite assurances.

While referring to the provisions of the Carriage by Air Act, 1972 regarding limited liability, the Commission held that the complainants were entitled to reasonable compensation given the circumstances, including inconvenience and harassment suffered.

Allowing the complaint, the Commission directed the airline to pay Rs 89,000 towards loss of baggage, Rs 20,000 for mental agony and inconvenience, and Rs 10,000 as litigation costs. The amount is to be paid within 30 days, failing which it will carry interest at the rate of 10 per cent from the date of the order till realization.

The Commission concluded that mishandling of baggage and failure to follow standard procedures amounted to clear deficiency in service on the part of the airline.