Air India Express Liable For Mishandling Bicycle Despite Charging Special Equipment Handling Fee: Dakshina Kannada Consumer Commission

Facts

The complainant, Mr. Sushanth N.G., booked an Air India Express flight from Chennai to Mangalore. Along with his ticket, he paid an additional ₹2,000 towards "special equipment handling" for transporting his racing bicycle, valued at over ₹3 lakh. He contended that at Chennai Airport he was assured that the bicycle would be handled with special care due to its fragile and expensive nature.

The airline's official website also represented that delicate sporting equipment would be handled with special care and caution throughout transit.

However, upon landing at Mangalore Airport, the complainant discovered his racing bicycle circulating on the standard baggage carousel alongside general luggage. The complainant alleged that when he questioned the ground staff, they informed him that they were unaware that special equipment handling had been booked for the flight. After his grievance emails failed to secure any relief, he approached the Consumer Commission seeking refund of the special handling charges, compensation for mental agony and litigation costs.

Contentions of Air India Express

Air India Express admitted receiving the ₹2,000 special equipment handling fee but argued that the payment ensured extra care and attention rather than manual handling at every stage of transit. The airline maintained that under prevailing aviation norms, items within standard belt dimensions are routinely delivered through regular arrival baggage belts. It further relied on CCTV footage showing its staff removing the bicycle by hand after noticing it on the belt to prevent unnecessary rotation. Stating that no physical damage, wear and tear, or loss had occurred, the airline contended that no cause of action arose under its Conditions of Carriage.

Observations and Decision

The Commission examined the evidence, including the airline's special equipment handling terms and the video recording produced by the complainant showing the bicycle on the baggage carousel. It noted that although the bicycle was delivered without any physical damage, Air India Express had failed to provide the level of care promised under its special equipment handling service.

Referring to the airline's representation that delicate equipment would be handled with special care and caution, the Commission observed that a passenger who pays an additional fee for such service is entitled to expect treatment different from ordinary baggage handling. The video evidence demonstrated that the bicycle was placed on the regular luggage belt, which was inconsistent with the assurances given under the special handling service.

Rejecting the airline's defence that no deficiency could be established in the absence of damage, the Commission held that the service promised to the complainant had not been performed in the manner undertaken by the airline. The failure to accord special care to the bicycle despite collecting a separate handling fee amounted to deficiency in service under the Consumer Protection Act, 2019.

Accordingly, the Commission partly allowed the complaint and directed Air India Express to refund the ₹2,000 collected towards special equipment handling charges. The airline was further directed to pay ₹20,000 as compensation for deficiency in service, mental agony and inconvenience, along with ₹5,000 towards litigation costs. The amounts are to be paid within 45 days, failing which they shall carry interest at 6% per annum from the date of default until realization.

Case Title: Mr. Sushanth N.G. v. Air India Express Ltd. & Ors.

Case No.: Consumer Complaint No. 234/2025.

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