IndiGo Liable for Lost Umrah Baggage: J&K Consumer Commission Awards ₹1.19 Lakh Compensation

March 16, 2026 : The District Consumer Disputes Redressal Commission, Baramulla/Bandipora has held IndiGo Airlines liable for deficiency in service and directed it to pay ₹1.19 lakh compensation to two Umrah pilgrims for loss of checked-in baggage during an international journey.

The order, dated 16 March 2026, was passed by a Bench comprising Peerzada Qousar Hussain (President) and Nyla Yaseen (Member) in Consumer Complaint No. 26/2025.

Background

The complaint was filed by Mohammad Maqbool Hakeem and his wife Farhat Ara, who had travelled from Dammam, Saudi Arabia to Srinagar via Delhi after performing Umrah. As recorded in the order (pages 1–2), the passengers were part of a group booking under a single PNR, along with other pilgrims.

At Dammam Airport, airline staff allegedly handled the baggage collectively instead of verifying individual luggage. Tags were not issued separately but were stacked together and handed over to a group leader, resulting in improper tagging and subsequent mishandling.

Upon arrival in Delhi, only four out of five checked-in bags were delivered. The complainants filed a Property Irregularity Report (PIR) and followed up with the airline, but the baggage remained untraceable.

Airline’s Stand

The airline initially informed the passengers that the baggage was “delayed.” However, it later denied liability, treating the matter as a case of delayed delivery rather than loss of baggage.

Findings of the Commission

The Commission noted that it was undisputed that five bags had been checked in, but only four were delivered. Despite the PIR and subsequent communication, the missing baggage was never traced (page 3).

It further observed that:

• Improper tagging and handling of baggage constituted negligence
• Failure to trace or compensate for the lost baggage amounted to deficiency in service
• The airline’s attempt to classify the issue as “delay” was not sustainable given the facts

Referring to the Carriage by Air Act, 1972, the Commission acknowledged that liability for baggage loss is generally limited. However, since the complainants restricted their claim to ₹89,000, the Commission found the amount reasonable considering the nature of items lost, which included clothing and religious articles purchased during Umrah.

Relief Granted

Allowing the complaint, the Commission directed IndiGo Airlines to pay:

• ₹89,000 towards loss of baggage
• ₹20,000 for mental agony and inconvenience
• ₹10,000 towards litigation expenses

The airline was directed to comply within 30 days, failing which the amount would carry interest at 10% per annum from the date of the order until realization (page 3).

Key Takeaway

The ruling reinforces that airlines must ensure proper baggage handling protocols, especially in group travel situations. Collective tagging without individual verification can expose carriers to liability under consumer protection law.