Consumer court orders Air India to compensate passenger for delayed baggage service

Consumer court orders Air India to compensate passenger for delayed baggage service

The airline has been directed to pay Rs.40,000 to DVSS Prakasa Rao

The Consumer Disputes Redressal Commission (CDRC) has directed the manager (customer response management) of Air India at the Delhi International Airport and the airline manager at the Vizag airport to pay compensation to a passenger for a deficiency in service.

The case relates to the non-delivery of baggage to the complainant at his destination point.

Sixty-three-year-old DVSS Prakasa Rao and his wife, residents of Muralinagar in Vizag city, had reserved Air India’s round trip economy flight tickets to travel from Vizag to Chicago via New Delhi, on 1 December 2021. Rao checked in his luggage, which also contained his medicines.

On reaching Chicago, the couple noticed that the baggage containing the medicines was missing. Rao contacted the local airport authorities, who assured him that it would be received the next day. But that did not happen.

On 6 December, Rao was able to contact the manager (customer response management) in Delhi and requested he finds the missing bag. However, on 9 December, Rao received an email from Air India offering apologies for the inconvenience caused. On December 28, Rao sent a letter to the Vizag airport manager, and, thereafter, on 2 March 2022 sent a legal notice to the airline.

The airport authorities then delivered the baggage to Rao’s residence in Vizag.

Rao approached the consumer commission and sought compensation of Rs.5 lakhs. But the airport authorities stated that the allegations made by Rao were false.

However, CDRC observed there was a deficiency of service and ordered Air India to compensate Rao for the shoddy service.