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NEW DELHI: A Kerala district consumer commission, in an order dated July 22, held an airline liable for deficiency in service after it delayed delivering a passenger's checked-in luggage by three days.
Holding that the airline failed to compensate the passenger despite repeated complaints and its obligations under the Ministry of Civil Aviation's Passenger Charter, the commission directed it to reimburse the passenger's expenses and pay a total of Rs 53,923 as compensation and litigation costs.How the three-day luggage delay led to a consumer disputeAccording to the commission's order, complainant Major Vishnu had booked a flight from Jammu to Coimbatore via Delhi for December 3, 2025.
He checked in his baggage at Jammu Airport before boarding the flight. However, when he arrived at Coimbatore, his checked-in luggage did not arrive with him.The complainant immediately reported the missing baggage at the airline's helpdesk and filed a Property Irregularity Report (PIR). Since he was left without his belongings, he had to buy essential clothing worth Rs 8,923. His baggage was finally traced and delivered to him on December 6, 2025, three days after his journey.
The airline replied to his emails saying that the matter was being reviewed, but did not offer any compensation. The complainant then filed a complaint on the INGRAM consumer portal seeking reimbursement of the amount spent on essential clothing and compensation under the Ministry of Civil Aviation's Passenger Charter. However, the complaint was closed without any meaningful relief, following which he approached the consumer commission.
The airline did not appear before the commission despite receiving notice and was proceeded against ex parte.What the commission said about compensation for delayed baggageThe bench comprising Vinay Menon V. and members Vidya A. and Krishnankutty N. K. found that there was an undisputed delay of three days in delivering the complainant's luggage. It noted that the Ministry of Civil Aviation's Passenger Charter provides for compensation in cases of delayed baggage and that the airline failed to pay the passenger despite his repeated representations and complaint on the INGRAM portal."Though the opposite party was liable to provide the compensation to the complainant as per the Ministry of Civil Aviation Charter, they failed to comply with this inspite of the complainant taking up the matter with them and filing a complaint in INGRAM portal," the commission held.The commission held that the airline's failure to compensate the passenger amounted to deficiency in service. It also observed that since the airline chose not to participate in the proceedings, there was nothing on record to justify its failure to provide compensation."Not providing compensation as per guidelines of Ministry of Civil Aviation inspite of taking up the matter with the opposite party and filing complaint in the INGRAM portal is a clear case of deficiency in service," the bench further noted.Holding the airline liable, the commission directed it to reimburse Rs 8,923 spent on essential clothing, pay Rs 20,000 as compensation for the delayed baggage under the Passenger Charter, Rs 15,000 for deficiency in service and Rs 10,000 towards litigation costs. It also said that if the amount is not paid within 45 days, the airline would have to pay Rs 500 per month as solatium until the final payment is made.
