Compensation for Lost/Damaged Baggage (Indian Airlines): Passengers face significant inconvenience when checked-in baggage goes missing or is found damaged during air travel. However, under the guidelines of the aviation regulator DGCA (Directorate General of Civil Aviation), passengers have a legal right to claim compensation from airlines. If your bag is lost or damaged during your journey, follow the process outlined below to file a claim.
**Immediate actions to take at the airport**
As soon as you realize your bag has not arrived on the conveyor belt or is damaged, take the following steps before leaving the airport:
Visit the respective airline's baggage counter or helpdesk in the arrival hall. Ask the airline official to file a PIR (Property Irregularity Report). Keep a copy of the report and the reference number safe; without these, you will not be able to file a claim later.
**Claim process for damaged baggage**
If the bag is found broken, open, or with broken handles or wheels, report it immediately using the method described below:
Take clear photos and videos of the bag's condition immediately. A written complaint must be filed with the airline within 7 days of receiving the bag. The airline covers the cost of repairs. If the bag is beyond repair, compensation is provided based on the bag's value.
**Compensation for delayed or lost baggage**
If your bag is not immediately available, you can claim compensation from the airline for essential daily-use items under DGCA regulations. Expenses for daily essentials: If your bag is not located within 24 hours and you are away from your hometown, the airline provides an 'Interim Relief Allowance' to purchase essentials such as clothing and toiletries. If the bag remains untraced for 21 days, it is officially declared 'lost'. For domestic flights, DGCA regulations stipulate compensation based on weight (per kilogram); this is typically capped at a maximum of ₹20,000 or the limit specified in the airline's policy.
Documents required to file a claim: Copy of boarding pass, luggage tag sticker, copy of the filed PIR (Property Irregularity Report), proof of identity, bank account details for the refund, and bills for purchased items.
What to do if the airline does not address the issue?
If the airline ignores your complaint or refuses to provide compensation, you can lodge a complaint via the AirSewa portal or with the DGCA Consumer Cell.
In the event of lost or damaged luggage, visit the Ministry of Civil Aviation’s AirSewa app or portal and register your complaint using the PIR number. If no action is taken, send an email to the airline's nodal officer and the DGCA. If the loss is significant and the airline has been negligent, you can file a case in a consumer court citing 'deficiency in service'.
PC Social Media
