J&K Consumer Commission Directs IndiGo To Pay ₹1.19 lakh For Loss Of Umrah Pilgrims' Baggage
The District Consumer Disputes Redressal Commission Baramulla/Bandipora, comprising Peerzada Qousar Hussain (President) and Nyla Yaseen (Member), has directed IndiGo Airlines to pay ₹1.19 lakh to two pilgrims returning from Umrah after one of their five checked-in bags was lost. The Commission observed that the airline's failure to properly handle and tag baggage, and its inability to trace the lost items, amounted to deficiency in service.
Brief Facts
The complainants, Mohammad Maqbool Hakeem and Farhat Ara, had booked flight tickets with IndiGo Airlines for their return journey from Dammam, Saudi Arabia to Srinagar via Delhi after performing the Umrah pilgrimage. The booking included a group of pilgrims travelling together.
At Dammam Airport, airline officials allegedly clubbed the baggage of the entire group without individual verification, resulting in mistagging and improper handling of luggage. Instead of issuing baggage tags individually, the tags were stacked together and handed over to a group leader, making them inseparable.
Upon arrival at Delhi Airport, one out of five checked-in bags was found missing. Despite filing a Property Irregularity Report (PIR), the airline failed to trace the baggage. The complainants filed the present complaint alleging deficiency in service on the part of IndiGo Airlines for loss of their checked-in baggage during air travel.
The complainants stated that the lost baggage contained valuables and sacred items worth approximately ₹89,000 and that the incident caused them mental agony and harassment.
Opposite Party's Contention
The airline denied liability, contending that the claim pertained to delay in delivery of baggage, attracting limited liability under applicable law. It also informed the complainants via email that the baggage was “delayed” and not lost.
Observations of the Commission
The Commission noted that it was undisputed that five bags were checked in, but only four were delivered. Although the airline initially described the baggage as “delayed,” it was never traced.
The Commission referred to the Carriage by Air Act, 1972, which limits liability for loss of baggage. However, considering the nature of the items, including sacred articles and costly clothing, and the mental agony caused, the Commission held it appropriate to award reasonable compensation.
Accordingly, the Commission allowed the complaint and directed IndiGo Airlines to:
- Pay ₹89,000 as compensation for the loss of baggage
- Pay ₹20,000 for mental agony, harassment, and inconvenience
- Pay ₹10,000 as litigation charges
The airline has been ordered to comply within 30 days, failing which the entire awarded amount shall carry interest at 10% per annum from the date of the order until realization.
Appearing Counsel: Advocate Umar Bashir (for complainants)
Case Title: Mohammad Maqbool Hakeem & Anr. vs. IndiGo Airlines
Case No.: Consumer Complaint No. 26/2025