A Landmark Ruling For Passengers
In a significant decision dated July 22, 2026, a Kerala district consumer commission ordered an airline to pay over ₹53,000 to a passenger whose baggage was delayed by three days. The commission found the airline guilty of a “deficiency in service” for
failing to compensate the passenger as required by the Ministry of Civil Aviation's Passenger Charter. The passenger had filed a complaint after being forced to purchase essential clothing worth nearly ₹9,000. The ruling awarded reimbursement for these purchases, plus compensation for the delay, deficiency in service, and litigation costs. This case highlights a crucial point: consumer courts are holding airlines accountable, but the burden of proof often falls on the traveller.
Before You Fly: Create a Digital Archive
Your preparation should begin before you even leave for the airport. The key is to create a record of your belongings. Lay out valuable items you are packing in your check-in luggage and take clear photographs. This includes clothing, electronics, and any other significant purchases. If you are packing new items, keep digital copies of the receipts. Finally, take a photo of both the outside of your suitcase from a couple of angles and the inside once it is packed. This visual evidence can be invaluable if you later need to prove the contents and condition of your bag before you handed it over.
At The Airport: The Check-In Paper Trail
The most critical document you will receive at the airport is your baggage claim sticker. This is the primary proof that the airline has taken possession of your luggage. As soon as the sticker is placed on your boarding pass or passport, take a clear photo of it. Also, keep your boarding pass safe, as it's proof of your travel contract. Many travellers discard these documents after a flight, but you should hold onto them until you are safely reunited with your bags at your destination. These seemingly small pieces of paper are your best friends in a dispute.
When Things Go Wrong: Documenting The Delay
If your bag doesn't appear on the carousel, do not leave the baggage reclaim area. Your first and most important step is to file a Property Irregularity Report (PIR) at your airline's baggage service counter. This report is the official start of your complaint process. Without a PIR, your claim is likely to be invalid. When you file the report, get the name of the agent you speak with and ask for a copy of the completed PIR form. Use your phone to take a picture of it. If you are forced to buy essential items like toiletries and clothes because of the delay, keep every single receipt. These expenses are often reimbursable, but only with proof of purchase.
Turning Records Into Resolution
With your folder of evidence—photos, receipts, and the PIR—you can build a strong case. Start by contacting the airline's customer service with a clear, concise email detailing the events. Attach your documentation. Reference the airline's obligation under the DGCA's Passenger Charter, which sets compensation liability limits for domestic flights at ₹20,000. If the airline is unresponsive or offers unsatisfactory resolution, your records become the foundation of a formal complaint. You can escalate the issue through the government's INGRAM portal or, as the recent Kerala case shows, by approaching a district consumer commission for redressal.
