The Ruling That Empowers Passengers
In a significant decision dated July 22, 2026, a district consumer commission in Kerala ordered an airline to pay a passenger a total of ₹53,923 in compensation and costs for a three-day baggage delay. The passenger, who had to purchase essential clothing
worth ₹8,923 while waiting for his bag, was awarded reimbursement for his expenses, plus ₹20,000 in compensation under the Passenger Charter, and further amounts for service deficiency and litigation costs. The commission noted that the airline's failure to provide compensation despite repeated complaints was a clear deficiency in service. This ruling reinforces that airlines are liable not just for lost bags, but for the tangible costs and inconvenience caused by delays.
Know Your Rights: The DGCA Mandate
This consumer court victory stands on the foundation of rules set by the Directorate General of Civil Aviation (DGCA). According to the DGCA's Passenger Charter, airlines are liable for delayed, damaged, or lost baggage on domestic flights, with compensation liability capped at ₹20,000 per passenger. For international flights, the Montreal Convention applies, offering a much higher liability limit of approximately ₹1.5 lakh per passenger. However, accessing this compensation is not automatic. The process begins the moment you realise your bag is missing, and it hinges entirely on creating a flawless paper trail.
The Most Important Document: The PIR
The single most critical step you must take before leaving the airport is to file a Property Irregularity Report (PIR). This is a formal declaration made at the airline’s baggage service counter in the arrival hall that your luggage has not arrived. Without a PIR, an airline can legally reject your claim. This report generates a unique reference number, often within the global WorldTracer system, which becomes the backbone of all future communication and tracking. Approximately 23% of denied baggage claims fail on this one technicality alone, so do not leave the airport without this report in hand.
Your Essential Document Checklist
Beyond the PIR, a robust collection of records is your best weapon. First, never throw away your baggage claim tags—the stickers usually placed on the back of your boarding pass. These, along with your boarding pass and e-ticket receipt, prove you and your bag were scheduled for that flight. Second, before you even leave home, take pictures or a short video of the contents of your suitcase. This creates a visual inventory that is invaluable if you need to prove the value of lost items. Finally, if your bag is delayed and you are forced to buy essentials like toiletries or clothing, keep every single receipt. These receipts are your proof of incurred expenses, which you can claim for reimbursement.
Building Your Case After the Fact
Your documentation efforts should not stop after leaving the airport. Keep a log of all communication with the airline. Save copies of every email, and note the date, time, and name of any airline representative you speak with over the phone. If you file a complaint through the official AirSewa portal, keep records of that as well. For damaged baggage, you must file a formal written claim within 7 days, and for delayed baggage that is eventually declared lost (typically after 21 days), you have to file a separate, more detailed claim. Each of these steps requires the documents you started collecting at the airport, including the PIR number, flight details, and baggage tags.
