Air India to pay Mohali resident Rs 25,000 for baggage tag mixup
The complainant pleaded that due to the “deficient act”, she lost Rs 15,000 kept in the pocket of the missing bag and suffered harassment and mental tension.Updated: Jul 29, 2018 12:28 IST
A mixup with baggage tags cost national carrier Air India Rs 25,000 as it was directed by the District Consumer Dispute Redressal Forum to pay the amount to a Mohali resident after her bag was exchanged with another passenger’s even though it had her name tag on it.
Manjula Wadhwa, who was returning to Chandigarh from Lucknow after an official training programme, also claimed she lost Rs15,000 in cash kept in the pocket of the bag that went missing but was returned to her after four days.
The complainant checked in a 10-kg bag on November 2, 2017, and was issued two boarding passes (Lucknow-Delhi, Delhi-Chandigarh) with the baggage tag/slip affixed on the reverse of her boarding pass. On reaching Chandigarh Airport, she collected the luggage but discovered it was not hers when she returned home.
She had to then return to Chandigarh Airport to report the matter, with the entire process taking at least four hours. Thereafter, on the subsequent day, the bag which she had picked up at the airport was collected from her and her bag returned to her at home on November 5.
Despite the complainant demanding compensation for the harassment and financial loss suffered by her the airline offered only Rs 3,200, which she refused.
Wadhwa also pleaded that due to the “deficient act”, she lost Rs 15,000 kept in the pocket of the missing bag and suffered harassment and mental tension. She said she had to spend money on taxi fare from her home to the airport and back, and had to take a day’s leave from work.
The airline, in its reply, claimed the mixup had been rectified and her original baggage made available to her at the earliest. It is stated as per the advisory of the airlines, printed on the ticket itinerary receipt and displayed at airports, passengers were asked to carry valuable items, including cash, in handbags and not in the registered baggage to avoid any damage, loss or delay.
Moreover, as the baggage which was exchanged with another passenger’s luggage, was checked to her satisfaction , the complainant was not entitled to any compensation for loss of articles or goods.
The forum allowed the plea, concluding that a person is fully entitled to the compensation for the harassment she suffered on account of negligent affixing of wrong baggage slip and for gross deficiency in rendering proper service.
Hence, it directed the airline firm to pay Rs 20,000 for causing mental tension and physical harassment to the complainant with Rs 5,000 as cost of litigation.
First Published: Jul 29, 2018 12:28 IST