Air India Ordered to Pay Rs 2.5 Lakh to Ahmedabad Family Over Missing Luggage

Ahmedabad: The Gujarat State Consumer Disputes Redressal Commission has directed Air India to reimburse Rs 1.5 lakh to an Ahmedabad family for emergency purchases made after the airline allegedly failed to load their checked-in baggage on a flight to Singapore. It also ordered the airline to pay Rs 1 lakh in compensation for deficiency in service and mental agony.

The case dates back to January 2015, when Wadhwani, a resident of Bhat, travelled to Singapore with four family members for a week-long holiday. On arrival, the family found out that their checked-in baggage had not been loaded onto their flight from Ahmedabad. Despite assurances that the luggage would arrive on the next flight, the bags never reached them during their seven-day stay.

The family had to spend 4,439 Singapore dollars, equivalent to around Rs 2.2 lakh at the time, on clothes and other essential items.

Later, when Air India failed to respond to a legal notice, Wadhwani approached the Ahmedabad consumer commission. The commission awarded Rs 1 lakh in compensation but rejected the reimbursement claim, noting that the family continued to use the purchased clothes after returning to India.

Wadhwani challenged the order before the state commission. Opposing the appeal, Air India argued that the family should return the purchased items to the airline if they wanted reimbursement. Otherwise, the airline contended, they would receive an undue financial benefit by retaining the goods while also recovering their cost.

The state commission, however, observed that missing baggage can deprive travellers of more than just their personal belongings. The absence of essential items and articles intended for leisure can significantly affect their ability to enjoy a holiday as planned, it noted.

The commission also observed that emergency purchases cannot be equated with routine holiday shopping. Travellers forced to buy replacement items may have to compromise on their preferred colours, sizes, designs and choices. Such unexpected expenses can also reduce the money available for planned activities, including sightseeing and recreation.

Based on these observations, the commission allowed the reimbursement claim but deducted 25% of the shopping expenses because the family had retained and used the clothes after returning home. It also adjusted 375 Singapore dollars already paid by the airline.

The commission ultimately directed Air India to pay Rs 1.5 lakh towards the emergency purchases, in addition to the Rs 1 lakh compensation.

DeshGujarat