A Ruling That Reinforces Your Rights
In a decision from July 2026, a district consumer commission in Kerala ordered an airline to pay significant compensation to a passenger whose luggage was delayed by three days. The airline was found deficient in service for not compensating the passenger as required
by the Ministry of Civil Aviation's Passenger Charter. The commission ordered reimbursement for essential clothing purchased, plus additional compensation for the service failure and litigation costs. This case serves as a powerful reminder for Indian travellers: airlines are liable for reasonable expenses incurred during a baggage delay, and failing to provide compensation is a deficiency in service. Knowing your rights under both domestic rules and international treaties like the Montreal Convention is the first step to getting what you are owed.
What Counts as an 'Essential' Purchase?
When your bag is delayed, you are entitled to be reimbursed for reasonable and necessary items. This doesn't mean a guilt-free shopping spree. The key word is "essential." Think toiletries, basic undergarments, a change of clothes suitable for your immediate needs and destination, and perhaps a phone charger. Airlines will scrutinise claims for non-essential or luxury goods. The expectation is that you will buy what is necessary to be comfortable until your bag arrives, not replace your entire wardrobe with high-end brands. Airlines are not permitted to set arbitrary daily spending limits, but they do expect the costs to be verifiable and reasonable.
Immediate Steps at the Airport
The moment you realise your bag hasn't arrived, do not leave the baggage claim area. Head directly to the airline’s baggage service desk. There, you will file a Property Irregularity Report (PIR). This document is the single most important piece of evidence for your claim; without it, most airlines will refuse to process your case. The PIR will have a unique file reference number. Take a photo of the completed form before you leave the desk. This number is your key to tracking your bag and filing your subsequent expense claim. Ask the agent about the airline's specific procedure for essential-item reimbursement.
The Golden Rule: Document Everything
Your ability to get reimbursed hinges on creating an impeccable paper trail. Keep every single original, dated, and itemized receipt for any essential items you purchase. Vague credit card statements are not enough. If you buy a shirt and toothpaste, the receipt must show those specific items and their cost. It's a wise practice to take clear photographs of each receipt as a backup. Also, maintain a log of all your communications with the airline, noting the date, time, and the name of the person you spoke with. This meticulous record-keeping will be your best defence if the airline pushes back on your claim.
Filing and Following Up On Your Claim
Once your baggage is returned, or after a few days of purchasing necessities, you can formally submit your claim for reimbursement. Most airlines have an online portal for this. You will need your PIR file number, your flight details, and clear copies of all your itemized receipts. Submit your claim within the airline's specified timeframe—for international flights under the Montreal Convention, this is typically within 21 days of receiving your delayed luggage. If the airline’s response is slow, follow up consistently but politely via email, always referencing your PIR number. If your bag is delayed for more than 21 days, it is generally considered lost, which triggers a different claims process for the value of the contents.
What to Do If Your Claim Is Denied
If an airline refuses your reasonable claim or offers an unacceptably low amount, don't give up. The first step is to escalate the complaint through the airline’s own senior customer service or grievance channels. If that fails, Indian travellers can file a complaint on the national consumer portals like INGRAM, as the passenger in the Kerala case did. For unresolved issues, you can approach a District Consumer Disputes Redressal Commission. These commissions are empowered to hold airlines accountable for service deficiencies. As the recent ruling shows, a well-documented case can lead to a successful outcome, including reimbursement and compensation.
