Air India Passenger Awarded Compensation for Damaged Luggage
Air India Ordered to Pay Rs 17,000 in Compensation
A consumer commission in Bengaluru has ruled in favor of Saurabh Raperia, a 28-year-old passenger who filed a complaint against Air India for failing to register his complaint and providing inadequate compensation for damage to his checked-in trolley bag.
The incident occurred on September 8, 2024, when Raperia returned to Kempegowda International Airport in Bengaluru and found a large dent on his trolley bag, which had a fragile tag attached. Despite approaching the airline's baggage service counter to file a complaint, staff allegedly refused to accept it or issue a Property Irregularity Report (PIR).
Air India initially offered Rs 500 in compensation, which was later revised to Rs 1,000 after Raperia rejected the amount as inadequate. He insisted that the airline either replace the trolley with one of similar quality or pay him Rs 13,425.
Following repeated follow-ups and a legal notice on September 23, 2024, Raperia filed a complaint before the consumer commission on December 10, 2024. The commission ruled that Air India was liable for the damage and ordered it to pay Rs 17,000, including compensation and litigation costs, to Raperia.
Investor Takeaway
Air India's customer service issues may impact its reputation, but have no direct financial implications for investors.
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