Hyderabad: Consumer Dispute Redressal Commission has ordered Indigo Airlines to pay Rs 1.5 lakh as compensation to a customer after his baggage was lost while traveling from Coimbatore to Hyderabad.

Complainant Krishnakanth Dittakavi, a resident of Kukatpally traveled in Indigo Airlines flight from Coimbatore to RGIA Hyderabad. After reaching Hyderabad Airport, he could not find his baggage and lodged a complaint with customer care service.

Authorities informed him that due to some reasons, his baggage was held up at Mumbai Airport. He continuously pursued for three days but to no avail.

The airline requested him to wait for some more days so that baggage is airlifted from Mumbai. "Despite giving them enough time, they did not hand me over the baggage. When I asked them to pay damages, they refused," he said.

Later the airline offered him Rs 5,250 as compensation for the lost baggage as per the Air Carriage Act. However, the complainant did not accept it.

The airline in their written reply to the commission raised question over the maintainability of the complaint saying it is not supported by a duly attested affidavit as required by law. "The complaint is not valid and is liable to be dismissed at the outset," said the airline.

After going through all the documents and evidence, the commission said the opposite party has settled the matter for loss of baggage as per the Air Carriage Act, 1972 and offered Rs 5,250.

"However, the suffering and agony faced by the complainant are to be considered. We are of the opinion that the complainant has to be compensated for the mental agony and inconvenience," said the commission.

The commission directed Indigo to pay an amount of Rs.1,50,000 as compensation for causing mental agony, inconvenience, and physical discomfort, and Rs.10,000 for costs of litigation to the complainant.

Sumit Kumar Jha

Sumit Kumar Jha is currently a multimedia journalist with NewsMeter. An alumnus of the University of Hyderabad and Amity University, he has interned with The New Indian Express and CGNet Swara. He is specialised in Video Production. He was also a contributor at PARI network. Hailing from rural Bihar has spent his childhood shifting from places and people. Growing up he felt the need to document the lives and dreams of rural India. A lover of visual storytelling goes around the cities to search for Stories. He primarily reports on civic, consumer, health, human interest and data stories. You can follow Sumit on Twitter @sumitjha__

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