J&K Consumer Commission Directs Airline To Compensate Rs 1.19 Lakh For Lost Bag
J&K commission orders airline to compensate pilgrims for lost baggage containing sacred items.
A district consumer commission in Jammu and Kashmir has ordered an Indian airline to pay a total compensation of Rs 1.19 lakh to a group of passengers after one of their checked-in bags went missing during an international journey. According to a report by The Economic Times, the luggage contained personal belongings, including sacred items and valuables purchased during travel. The commission found the airline responsible for failing to properly trace the baggage despite repeated complaints.
The passengers, part of a pilgrimage group, had booked their journey on April 15, 2025, travelling from Srinagar to Dammam via Delhi. They alleged that at Dammam airport, airline staff handled multiple bags together without properly verifying individual ownership. This led to mistagging of baggage, as per their complaint, which later caused confusion during transit. They also claimed that baggage tags were not issued individually but were handed over collectively to the group leader.
When the group reached Delhi, they discovered that one out of five checked-in bags was missing. A Property Irregularity Report (PIR) was immediately filed with the airline, and the passengers also informed the airline authorities about the issue. They were later asked to submit photographs of the missing luggage for identification. Despite these efforts and a waiting period of nearly 14 days, the bag could not be traced.
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The complainants stated that the missing bag contained items worth around Rs 89,000, including sacred objects purchased in Saudi Arabia along with expensive clothing. On March 15, 2025, the airline reportedly denied liability, stating that delays or non-delivery of baggage were not covered under compensation provisions. The passengers then approached the consumer commission seeking relief for both financial loss and mental distress.
The bench, headed by President Peerzada Qousar Hussain and Member Nyla Yaseen, ruled in favour of the passengers after reviewing the facts and submissions. The commission observed that although the Carriage by Air Act, 1972 generally limits compensation to Rs 350 per kg up to Rs 20,000 unless a higher value is declared, the claim in this case was based on reasonable actual loss. It noted that the airline had failed to resolve the matter despite the filing of the PIR and follow-ups.
The commission ordered the airline to pay Rs 89,000 for the lost baggage, Rs 20,000 for mental agony and inconvenience, and Rs 10,000 towards litigation costs. The total compensation was fixed at Rs 1.19 lakh, to be paid within 30 days. It further warned that failure to comply within the stipulated time would attract 10% annual interest from the date of the order until full payment is made.
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