The Raipur District Consumer Disputes Redressal Commission has ordered IndiGo to pay Rs 70,000 in compensation and legal costs to two passengers after the airline failed to deliver their checked baggage, ruling that carriers remain fully accountable for tagged luggage even when prohibited items are removed before departure.
A three-member panel comprising Commission President Dakeshwar Prasad Sharma along with members Nirupama Pradhan and Anil Kumar Agnihotri determined in a July 28 order that losing passenger luggage constitutes both a deficiency in service and an unfair trade practice. The forum directed the airline to pay Rs 50,000 for the lost belongings, Rs 15,000 for mental agony, and Rs 5,000 toward litigation expenses within 45 days.
Background of the Dispute
The case stems from a January 26, 2019 flight from Bengaluru to Raipur. Airport staff in Bengaluru flagged a power bank inside one of the checked bags. Although the passengers gave consent to extract the restricted device, the remaining luggage was never loaded onto the flight or returned to the travelers upon arrival in Raipur. Subsequent efforts by the flyers to locate their missing property through the airline were unsuccessful, prompting them to file a complaint with the district consumer commission.
Airline Defense and Forum Ruling
In its defense, IndiGo argued that the passengers were aware of baggage guidelines and had knowingly packed a restricted item. The airline stated that its staff made efforts to locate the bag after it went missing and noted that the passengers did not complete a property irregularity report at Raipur airport. The carrier also maintained that its liability was limited to Rs 350 per kilogram, up to a maximum of Rs 20,000 under standard policy caps.
Rejecting the airline’s arguments, the commission observed that once a baggage tag is issued, the carrier assumes total responsibility for the safe delivery of the item. The bench held that the initial presence of a prohibited power bank did not relieve the airline of its duty to safeguard and deliver the rest of the luggage after the item was removed. Furthermore, the panel stated that airlines cannot enforce liability limitations unless the specific rules and conditions of the baggage policy have been explicitly communicated to passengers.
