Kozhikode District Commission Holds Indigo Liable For Delayed Delivery Of Check-In Baggage

Brief Facts:

The Complainant and his mother booked tickets for Indigo flights from Kozhikode to Hyderabad and back to attend a family event. Upon arrival in Hyderabad, they discovered that their checked-in baggage, which included important gift items for the event, had not arrived. Despite waiting for two hours, the baggage did not show up which prompted them to file a Property Irregularity Report with the Indigo office.

Subsequently, Indigo informed the Complainant that he could collect the baggage from a courier office, which included a 15-kilometer journey. The Complainant alleged that this inconvenience, coupled with the damaged condition of some items like silk sarees and dhotis upon retrieval, constituted a deficiency of service and unfair trade practice on the part of Indigo.

Therefore, the Complainant filed a consumer complaint in the District Consumer Disputes Redressal Commission, Kozhikode, Kerala (“District Commission”). Indigo didn't appear before the District Commission for proceedings.

Observations by the District Commission:

The District Commission noted that the evidence remained uncontested as Indigo failed to appear or provide a counter version. Moreover, it didn't refute the claims or challenge the authenticity of the documents submitted by the Complainant. As such, the District Commission held that the Complainant's contention regarding the delay in baggage delivery was established.

However, concerning the alleged damage to sarees and dhotis within the baggage, the Complainant did not furnish any evidence to substantiate this claim. The damaged items were not presented before the District Commission as evidence. Therefore, lacking sufficient proof, the District Commission refuted the claim presented by the Complainant.

The District Commission held that the delay in delivery of baggage unequivocally indicated a deficiency of service on the part of Indigo which caused inconvenience and mental distress to the Complainant. Therefore, the District Commission directed Indigo to pay a compensation of Rs. 10,000/- to the Complainant. Additionally, Indigo was directed to pay Rs. 3,500/- as the cost of the proceedings.

Case Title: Vivek vs Corporate Office Indigo Airlines and Ors.

Case Number: CC/294/2023

Date of Order: 30.05.2024