In 2019, Kumar, a passenger returning to Delhi from a long international tour, received his check-in bag in a badly damaged state with valuables worth nearly Rs 2 lakh missing. Despite promptly filing a Property Irregularity Report (PIR) at the airport, the airline offered only USD 30 (approx. Rs 2,560) as compensation for the 1.5 kg of lost items.
Consumer Complaint Leads to Court Victory
Unsatisfied, Kumar filed a complaint with the District Consumer Commission, which ruled in his favor in 2020. The commission ordered the airline to pay Rs 1.75 lakh with 8% interest, plus Rs 15,000 for harassment and legal costs. The Haryana State Consumer Commission later upheld this verdict in May 2025.
What Was Lost in the Bag
Kumar reported the theft of expensive items including an Armani jacket, a Rado watch, a 25g gold chain, Chanel perfume, and other valuables, estimated to be worth around Rs 2 lakh.
Airline’s Defence and Legal Argument
The airline cited the Montreal Convention and DGCA guidelines, which cap compensation at USD 20 per kilogram of lost baggage. It argued that Kumar failed to submit bills and had himself estimated a smaller loss earlier. However, the consumer forums dismissed these claims, relying on photographic proof and the PIR.
Why the Court Ruled in Kumar’s Favor
Both commissions considered the PIR, luggage weight difference, and photos as valid evidence. The court rejected the airline’s narrow interpretation of compensation laws and emphasized the responsibility of airlines to ensure safe handling of passenger belongings. The airline was also reprimanded for its non-appearance early in the proceedings.
Judgment and Compensation Total
The total compensation now amounts to Rs 2.74 lakh, which includes Rs 1.75 lakh base amount, 6 years of interest, and legal compensation. The Rs 95,000 already deposited by the airline has also been released to Kumar.
Legal Experts on the Ruling
Lawyers described the judgment as a landmark win for Indian air passengers, especially against international airlines. Experts said it strengthens consumers’ right to full compensation even if the loss occurred abroad and if bills are unavailable. The acceptance of PIRs and photos as strong evidence was also highlighted as significant.
Wider Impact on Airline Accountability
This ruling is expected to set a precedent for holding airlines accountable under Indian consumer law, even if internation
