NRI’s Bag Looted, Airline Pays After 6 Years

After a six-year legal battle, Kumar, an air passenger, won Rs 2.74 lakh in compensation from China Eastern Airlines for missing items from his check-in luggage. The Haryana State Consumer Commission upheld the earlier District Consumer Commission’s verdict, calling it a case of service deficiency.

The issue began on September 15, 2019, when Kumar arrived in Delhi from Vancouver via Shanghai and found his check-in bag damaged and taped. He noticed valuables worth about Rs 2 lakh, including a Rado watch, Armani jacket, gold chain, and Chanel perfume, were missing. He filed a Property Irregularity Report (PIR) at the airport, and the airline confirmed a weight shortfall of 1.5 kg.

In response, the airline offered only USD 30 (Rs 2,560) as compensation, citing the IATA Montreal Convention and DGCA rules, which limit compensation to about USD 20 per kg for lost baggage. Dissatisfied, Kumar filed a consumer complaint, which both the District and State Consumer Commissions ruled in his favor.

The District Consumer Commission ordered the airline to pay Rs 1.75 lakh with 8% annual interest from the date of complaint, plus Rs 15,000 for harassment and litigation costs. The airline had earlier deposited Rs 95,000 with the court, which was ordered to be released to Kumar.

The State Commission found that the bag’s damage and missing weight strongly indicated theft. It ruled that the airline’s reference to international conventions couldn’t override Indian consumer protection laws when there is clear evidence of deficiency in service.

Lawyers say the case strengthens passengers’ rights by showing that international airlines are accountable in Indian courts. The Commission accepted PIRs and photographs as valid evidence even without purchase bills, emphasizing that consumer law can override global norms when passengers face genuine losses.