district consumer disputes redressal commission

District Consumer Disputes Redressal Commission, Bengaluru: While considering the instant consumer complaint wherein a married couple who had travelled in an Indigo flight from Bengaluru to Port Blair had alleged deficiency of services on part of Indigo upon finding that their checked-in baggage had not reached Port Blair; the Bench of Shivarma K. (President), Chandrashekar S. Noola and Rekha Sayannvar (Members) directed Indigo to pay monetary compensation of Rs 50,000 and Rs 10,000 to compensate for the mental agony faced by the couple and another Rs 10,000 towards litigation costs. The Commission stated that despite the complainants raising their grievance of their missing checked-in baggage to the opposite party staff, they were unable to solve the problem and eventually their actions, spoiled the holiday mood of the complainants. Furthermore, the complainants’ checked-in baggage had important items and as the baggage did not arrive, they were compelled to go to the local market.

It was the case of the complainants that they had booked to travel on an Indigo flight on 01-11-2021 to Port Blair. However, when they arrived at the Port Blair Airport, they found that their checked-in baggage had not reached yet. They promptly submitted the Property Irregularity Report (PIR) and eventually received their baggage on 03-11-2021.

The complainants issued a legal notice to Indigo on 18-11-2021 and alleged that the opposite party staff had concealed from them the knowledge that the complainants’ checked-in baggage had not been loaded. Furthermore, since the baggage arrived after 2 and half days, the complainants had to deal with a lot of hardship during this waiting period.

The opposite party stated that the complainants’ checked-in baggage had arrived on 02-11-2021, but, since the connecting ferry had already gone back Havelock Island, hence there was a delay. It was contended that this information was given to the complainants.

The Commission pointed out that the complainants were a married couple and due to the delay in the arrival of their luggage, which had essential items like clothes, medicines etc., caused them irrevocable injury. Furthermore, the Commission noted that even when the Indigo staff promised that the complainants’ luggage will reach on 02-11-2021, it did not reach, thereby indicating deficiency of service on part of Indigo.

[Surabhi Srinivas v. Indigo, Consumer Complaint No. 247/2022, decided on 26-09-2023]

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