Woman to get 1.2L from airline for lost baggage
Mumbai: Observing that there was mala fide negligence by the Flynas Airline supporting staff as well as officials, a district consumer commission has ordered it to pay Rs 1.25 lakh to a Powai-based woman for a lost bag, along with Rs 10,000 for mental agony.
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The complaint was filed by Nupur Rohida. Flynas Airlines, a low-cost Saudi Arabian airline, despite being served, remained absent from the proceedings, leading the commission to proceed ex parte.
In an order on May 29, the commission said the airline's actions were not satisfactory in the incident. "The opposite party could have checked the CCTV footage to confirm the incident and could have brought a more factual report on record.
However, we do not find any genuine efforts taken by the Opposite Party to confirm the incident to trace the lost bag. The Opposite Party purposely avoided all the logical actions to find the lost bag," the commission said.
The commission further said that there are set rules for baggage loss compensations as per the Montreal Convention (1999). "The Montreal Convention…is an international treaty that governs airline liability for passengers and their baggage on international flights.
It standardises rules for compensation in cases of baggage loss, delay, or damage," the commission said. Rohida moved the commission in 2025.
The incident occurred during a family trip to Turkey in December 2023 and January 2024. Rohida and her family had return flights booked for January 2, 2024, from Istanbul to Riyadh, with a connecting flight to Mumbai on January 3, 2024. At Istanbul airport, the complainant handed over five bags to the airline staff. However, the airline staff mistakenly tagged only four bags, and the fifth bag went onto the conveyor belt without a tag.
The complainant immediately brought this error to the attention of the staff at the ticket and baggage counter. The staff then physically gave a bag tag to the complainant, however, the fifth bag was permanently lost.
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