Now, Air India pays compensation for luggage loss
Morung Express News
Dimapur | October 3
A few of years back, receiving a consumer complaint was a thing of rarity at the courts of the district consumer forum, with hardly a single case a year. Of late, the tide appears to have changed with Nagaland citizens more aware of their rights as a consumer and seeking justice under the court of law.
Just as consumer protection is possible only if people know their rights, Naga consumers, better than never, are making sure that their rights are not violated. An advocate revealed how from a single case of consumer complaint in a year, of recent, the district consumer forum is handling more than a dozen a year. On September 30, 2016, the District Consumer Forum, Dimapur had held a courier firm-Blue Dart Express responsible for non-delivery and inordinate delay in delivery of four consignments to one of its customer and directed it to pay compensation after a complaint was filed by the customer at the consumer court.
In yet another report, though belated, reaching here, Air India Ltd. was asked by the District Consumer Forum, Dimapur (DCFD) to pay compensation to an aggrieved traveler from Nagaland who lost her luggage due to “deficiency of service by the airline.” The complaint for the same was filed at the district consumer court on July 24, 2013; however, the judgment order was passed only on August 26, 2016.
According to the Judgment/Order, a copy of which was made available to the media, the complainant, Akipi Swu boarded an Air India flight with her luggage on May 26, 2011, but on reaching her destination at Dimapur, could not get the luggage.
Since no recovery was made, a complaint letter dated July 26, 2011 was submitted to the General Manager Sales and Marketing who offered to pay Rs 4,950 cost for the lost baggage. The complainant preferred the instant application u/s 12 of the Consumer Protection Act 1986 r/w Section 2 (i) (g) of the same act and sought compensation amounting to Rs 1, 75,000 under various heads.
At the court hearing, which was presided by GH Ramila, president DCFD, the Forum observed that when the luggage was given to Air India…it is duty bound to take good care of the passengers baggage’s’ and should have reached safely to the destination. “However, since the luggage of the complainant was lost and the opposite party (Air India) never recovered the same there is deficiency in rendering service on the part of the opposite party in present given facts of the case,” the Forum pointed out.
Air India also deposed before the court that it did not deny but admitted to have received the complaint but luggage could not be recovered despite efforts being made.
In view of such findings, the Forum in its judgment asked the airline to pay the complainant Rs 54,950 as compensation which included Rs 4,950 for the lost baggage, Rs 30,000 for deficiency of service, Rs 10,000 for mental agony and Rs 10,000 for the cost of litigation. The amount should be deposited within 30 days from the date of filing of complaint failing which the interest rate of 9% per annum would be added to the awarded amount, the Order stated.
As per report received by The Morung Express, Air India has already paid the compensation to the complainant.
