The Ruling That Highlights Everything
In a decision from July 2026, a district consumer commission in Kerala ordered an airline to pay a passenger over ₹53,000 for a three-day baggage delay. The passenger, who had to buy essential clothing worth nearly ₹9,000, won his case not just because
his bag was late, but because he documented everything. He immediately filed a Property Irregularity Report (PIR) at the airport, followed up with emails, and even filed a complaint on the national consumer portal. The court noted that the airline's failure to compensate him despite these repeated written complaints constituted a “deficiency in service.” This case is a textbook example of how a proper paper trail becomes undeniable evidence.
Your First Move: The Property Irregularity Report (PIR)
The single most important document in any baggage dispute is the Property Irregularity Report (PIR). This is not a compensation claim; it is the official record that you reported a problem before leaving the airport. Without a PIR, an airline can—and often will—reject your claim. As soon as you realise your bag is missing or damaged, go directly to the airline’s baggage service counter in the arrivals hall. Do not leave. You will need your boarding pass and the baggage tag sticker. The agent will create a report and give you a copy with a unique file reference number. Take a photo of this document immediately. This number is your key to tracking your bag and filing any future claim.
Building Your Case: The Written Follow-Up
The PIR is step one, but the written record shouldn't stop there. Within hours of leaving the airport, send a formal email to the airline’s customer service. This email should include your PIR file number, flight details, a description of your bag and its contents, and your contact information. This creates a time-stamped, digital paper trail that proves you are actively pursuing the matter. If your bag is delayed and you are forced to buy essential items like toiletries and clothing, keep every single receipt. These receipts will form the basis of your reimbursement claim. Airlines are obligated to cover reasonable essential expenses during a delay.
Know Your Rights: Compensation Rules
Understanding what you're entitled to is half the battle. For domestic flights in India, the Directorate General of Civil Aviation (DGCA) has set the liability for lost or delayed baggage at a maximum of ₹20,000 per passenger. For international flights, the Montreal Convention applies, with liability capped at approximately 1,288 Special Drawing Rights (SDRs), which translates to around ₹1.5 lakh per passenger. A bag is officially considered lost if it hasn't been returned within 21 days of you filing the PIR. At that point, you can claim for the value of the contents, not just interim expenses.
Escalating Your Claim: When The Airline Ignores You
What if the airline goes silent or rejects your claim unfairly? Your written record is now your ammunition. The first step is to escalate the issue to the airline's own Nodal Officer or Grievance Redressal Officer, whose contact details are mandatory on their website. If you still get no resolution, the next stop is the AirSewa portal (airsewa.gov.in), run by the Ministry of Civil Aviation. This platform routes your complaint directly to the airline but with government oversight, creating a formal record of the dispute. If all else fails, you can file a case with a consumer commission, as the passenger in the Kerala case did. Your meticulously kept PIR, emails, and receipts will make your case compelling.
