Court instructs Indigo to pay compensation of Rs 70,000 after delay in receiving checked luggage

A couple from Bengaluru, who had their vacation in Port Blair ruined due to a delay in receiving their checked luggage, decided to take legal action against IndiGo airlines by filing a lawsuit at a consumer court in the city.

 The court recently issued a verdict, ruling in favor of the couple and ordering the airline to provide them with a compensation of Rs 70,000 for the inconvenience caused.

On November 1, 2021, the couple made reservations for their journey from Bengaluru to Port Blair on IndiGo airlines. Unfortunately, upon arrival at their desired vacation spot, they were dismayed to discover that their checked luggage, which held essential items such as clothing, medicines, and ferry tickets for their boat rides in the Andamans, did not make it to Port Blair. 

In response to this inconvenience, the couple promptly filed a complaint with IndiGo and registered a Property Irregularity Report. The ground crew of IndiGo assured them that their missing bag would be delivered to them the following day.

However, the Bengalureans did not receive their baggage until late November 3, well into their holiday, leaving them stranded and having to purchase essential items. Surabhi and Bola, believing that IndiGo representatives were aware that their luggage had not been loaded onto the aircraft at Bengaluru airport but failed to inform them, sent a legal notice to InterGlobe Aviation Limited, the company operating IndiGo airline, on November 18. A year later, they approached the Bengaluru Urban 3rd additional district consumer disputes redressal commission in Shantinagar, filing a complaint against the airline and seeking compensation for the disruption to their vacation.

In a consumer forum verdict announced on September 26, 2023, it was determined that IndiGo airline was at fault for disrupting what was supposed to be a joyful and unforgettable vacation in the Andaman Islands for Surabhi and Bola. The couple presented their case, while the attorney representing IndiGo argued that the airline’s staff in Port Blair attempted to deliver their luggage a day after their arrival, but were unsuccessful. The airline’s representative also mentioned that the ferry to Havelock Island had already departed on November 3, making it impossible to deliver the luggage to the passengers on time.

The couple was awarded a compensation of Rs 50,000 by the court due to the inconvenience caused with their luggage. In addition, IndiGo was instructed to pay an extra Rs 10,000 for the emotional distress inflicted upon them, as well as Rs 10,000 to cover their court expenses.