Bag Torn and Items Stolen During Flight: Airline Ordered to Pay ₹3.61 Lakh

The Consumer Commission has delivered a verdict regarding an airline’s liability for damaged or stolen luggage during an international trip. The airline has been directed to pay compensation to a couple from Delhi. Here are the details of the case.

A Delhi couple faced a shock during their international journey when, upon arriving in Toronto, they discovered that two of their bags were torn and damaged, and several items—such as jewelry and an Apple iPod—had been stolen.

A complaint was filed with the Delhi Consumer Commission regarding the alleged mishandling of the passengers’ luggage during their international trip, seeking compensation for the value of the lost items and for the mental harassment suffered.

What is the full story?

The incident dates back to June 2, 2017, when a Delhi couple was traveling from India to the United States; the issue with their luggage occurred upon their arrival in Toronto. The passengers claimed that items such as jewelry, an Apple iPod, a camera, expensive woolen clothing, gifts, watches, and cosmetics were missing from their bags.

Initially, they valued the lost items at $1,800; however, when the airline later requested an inventory and supporting documents, the couple revised their claim to $17,461. The airline argued that the couple had repeatedly inflated their claim, which was improper.

What was the Commission’s verdict?

The Consumer Commission ruled that the claim was entirely genuine and filed within the stipulated timeframe. The Commission noted that the airline repeatedly attempted to shift liability onto another carrier, whereas records clearly indicated that the airline in question bore full responsibility for handling the luggage during the Toronto-Miami leg of the journey. The Consumer Commission directed the airline to pay ₹1.11 lakh (equivalent to $1,800) as compensation for the loss and damage of luggage. Additionally, the Commission ordered the airline to pay ₹2 lakh for the mental agony suffered by the complainants and another ₹50,000 to cover travel-related inconvenience and litigation costs.

Airline’s Stance

The airline argued that the complainants were seeking excessive compensation and were demanding payment from both the airline and the travel insurance company—a practice it deemed entirely improper. The airline claimed that the complainants repeatedly inflated the value of their luggage. It also alleged that the complainants had traveled from Delhi to Toronto on a different airline—one that operates the Miami-Toronto sector under a sub-contractual arrangement with them.

The airline pointed out that the complainants initially claimed $1,800, a figure they subsequently raised to $15,430 and finally to $17,461. Citing these grounds, the airline had sought the dismissal of the couple’s complaint.

Where to File a Complaint?

If you encounter such an incident, you can file a complaint with your respective state’s consumer helpline or the National Consumer Helpline at 1915.