British Airways told to pay Rs 90K for losing luggage

British Airways has been asked to pay Rs 90,000 as compensation to a passenger for losing his luggage in transit from Delhi to Milan.
The South West District Consumer Disputes Redressal Forum noted that due to loss of baggage, the man had to purchase at huge cost articles of daily use for the duration of his and his wife's stay in Milan and is entitled to be compensated.
"We find that the bag was lost and complainant remained without the articles of their use which they had to purchase in a foreign country and thus complainant and his wife were compelled to spend a huge amount on the purchase of such articles.

"Moreover, complainant suffered inconvenience, harassment and mental agony due to loss of the bag for which he is entitled to be reasonably compensated, apart from the loss of his bag," the forum presided by Narendra Kumar said, directing the airline to pay Rs 50,000 to Delhi resident Balraj Taneja towards cost of articles he had to purchase in Milan and another Rs 40,000 as compensation and litigation cost.
Taneja, in his complaint, had said he had booked tickets to Milan from Delhi for his wife and himself.
When they had arrived at their destination, they found both their bags missing, he had said, adding that they had to purchase day-to-day usage articles at huge cost.

Nearly a month later, one of their bags was returned but in a damaged condition, while the other was never found, he had alleged and sought compensation for the loss.
The airline had opposed the claim for compensation saying their liability is governed by the Hague Protocol and Warsaw Convention on Air carriages and deficiency in service is not covered under these international laws.
The forum, however, rejected the airline's contention saying under the Consumer Protection Act there is no provision which limits or restricts their liability for deficiency in service.