Jalandhar Consumer Disputes Redressal Commission has directed IndiGo Airlines to pay nearly Rs 3.3 lakh to a city woman after her luggage went missing during an international flight to Istanbul and was never traced.
The commission ordered IndiGo to pay Rs 2.99 lakh towards the value of the lost belongings, Rs 20,000 as compensation for mental harassment and Rs 10,000 towards litigation expenses.
The complaint was filed by 29-year-old Simarjyot Kaur Kukreja, a resident of Guru Gobind Singh Nagar in Jalandhar. According to the complaint, she and her husband had planned a holiday trip to Istanbul in March 2024 and booked Indigo air tickets through a local travel agency.
While boarding the Delhi-Istanbul flight on March 10, 2024, airline staff allegedly asked her to hand over her luggage due to lack of space in the aircraft cabin and assured her that it would be delivered at Istanbul airport.
However, after landing in Istanbul, the baggage did not arrive. The passenger immediately lodged a Property Irregularity Report at the airport and repeatedly contacted the airline through emails during and after her trip.
Despite several follow ups, the luggage could not be traced. The complainant told the commission that the missing suitcase contained personal belongings and other items worth over Rs 3 lakh, causing financial loss as well as mental distress. She also alleged that the loss of baggage ruined her holiday.
During the proceedings, IndiGo admitted that the baggage was untraceable and offered compensation of 180 US dollars under its Conditions of Carriage. The complainant, however, rejected the offer, arguing that it was far below the actual value of the lost items.
After examining the evidence, including baggage records, emails and purchase bills of the missing articles, the commission held the airline deficient in service. It observed that the complainant had successfully proved that the luggage was handed over to the airline and subsequently went missing.
Holding IndiGo responsible for the loss, the commission directed the airline to reimburse the value of the articles supported by bills along with compensation and litigation costs. The airline has been given 45 days to comply with the order.
