Consumer Panel Slaps Rs 1.25 Lakh Fine On Saudi Airline For Lost Baggage

News18

2 days ago

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A consumer commission has directed Flynas Airlines, a Saudi Arabian low-cost carrier, to pay a compensation of more than Rs 1.25 lakh to a passenger for the loss of her baggage.
A consumer disputes redressal commission has directed Flynas Airlines, a Saudi Arabian low-cost carrier, to pay a compensation of Rs 1.25 lakh to a passenger for the loss of her baggage.
The commission also directed that the customer be paid Rs 10,000 towards compensation for mental agony.
What's The Case?
The incident dates back to January 2024 when the complainant, along with her family, had gone on a trip to Turkey from Mumbai between December 23, 2023 and January 3, 2024. Their return flight to the city was booked from Istanbul with a connecting flight from Riyadh.
The complainant said that at the Istanbul airport, she handed over five bags for check-in, but only four of them had baggage tags attached. When the complainant pointed it out, she was given a physical tag for the fifth bag with the assurance that it would be sent to the destination along with the other bags.
However, when they reached Mumbai, the complainant received only four bags at the airport. The complainant approached the airline, but the bag was not located.
The complainant made multiple communications through personal meetings, emails, WhatsApp chats and written complaints to locate the lost bag, but got an 'unsatisfactory response" from the airlines.
Ultimately, the complainant approached the consumer commission for the resolution against deficient service and unfair trade practice by the airlines.
There was a "mala fide negligence" and the airlines "purposely avoided all the logical actions to find the lost bag," the District Consumer Disputes Redressal Commission, Mumbai (Suburban) said in a recent order.
The opposite party remained absent during the hearing, hence the complaint proceeded ex-parte.
What The Consumer Panel Said?
The commission, after perusal of all the facts related to the incident, held 'there was a mala fide negligence by the Flynas Airlines supporting staff as well as officials who were in communication with the complainant".
'The opposite party didn't give any conclusive reply to the complaint raised by the complainant. The actions of the opposite party were not satisfactory in the said incidence," the commission said.
The commission pointed out that the airline could have checked the CCTV footage to confirm the incident and could have brought more factual reports on record.
'However, we do not find any genuine efforts taken by the opposite party to confirm the incidence to trace the lost bag," it said.
The airline 'purposely avoided all the logical actions to find the lost bag," the commission added.
The commission further stated that there are standardised rules on compensation in baggage loss claims, namely the Montreal Convention of 1999, applicable only to international flights between countries that have ratified the convention.
The commission stated that while the complainant had followed the rules in filing the complaint, the airline remained absent during the proceedings, despite being aware of them.
'The opposite party remained absent in the whole proceedings of the case even though they have full knowledge of filing of the present complaint by the complainant," it said.
'Hence, we have no doubt in our mind about the negligent act of the opposite party/Flynas Airlines. The allegations of the complainant about loss of luggage by Flynas Airlines are genuine," the commission said.
The complainant is entitled to claim the cost of goods due to the loss of luggage along with compensation, it said.
The commission directed the Flynas Airlines to pay Rs 1.25 lakh to the complainant for the baggage loss with six per cent interest rate from January 15, 2025, till its realisation.
(With inputs from PTI)