Srinagar: The District Consumer Disputes Redressal Commission in Baramulla on Wednesday found Indigo Airlines guilty of misplacing a passenger’s boarding bag, causing mental distress, and imposed a fine of ₹80,000 on the airline.
The court took up the case after a complaint was filed by a doctor on June 12, 2023, seeking ₹70,000 as compensation for the lack of service and mental distress, along with an additional ₹10,000 for legal expenses.
The complainant, a resident of Baramulla, stated in his complaint that he and his family planned to travel to Ahmedabad for the EPICON Conference in the last week of 2023. They flew to Chandigarh via Amritsar on January 30, 2023, but had to cancel their return flights to Kashmir due to snowfall. Upon retrieving their luggage, they found only three bags instead of four. They were informed that the missing bag was stuck at Ahmedabad airport due to security reasons, though it was eventually delivered to them later.
Despite having a return ticket, the complainant faced multiple delays and frustrations from the airline, leading to mental distress. Upon seeking a refund, only half of the amount paid was returned. The complainant had to spend over ₹37,500 on booking a ticket with another airline and an additional ₹20,000 for accommodation during this period.
In its judgment, the commission, led by Peerzada Qousar Hussain and Nyla Yaseen, stated, “After reviewing the evidence, it is evident that one of the complainant’s bags was mishandled by the airline staff. They cannot evade responsibility for this matter. Additionally, the complainant suffered significant financial loss and endured considerable mental distress.”
“Therefore, the commission suggests that airlines should establish conditions for ticket cancellations instead of indiscriminately allowing overbooking, which can lead to unfair trade practices.”
The commission ruled in favor of the complainant, directing the airline to pay ₹70,000 as compensation for mental distress within four weeks, along with ₹10,000 for litigation charges.
