Mumbai: A consumer disputes redressal commission has directed Saudi-based low-cost airline Flynas to pay Rs 1.25 lakh, along with applicable interest, to a passenger for the loss of her baggage. Additionally, the commission ordered the airline to pay Rs 10,000 as compensation for mental agony. The judgment was passed ex parte after Flynas failed to send any representative for the hearing.

The incident occurred in January 2024, when the complainant was flying back to Mumbai from Turkiye via Istanbul. While checking in at Istanbul airport, she handed over five bags to Flynas staff, but noticed that only four were tagged. When she raised the issue, she was handed a physical baggage tag for the fifth bag and reassured it would be sent to her destination along with the others.

However, upon arrival in Mumbai, the fifth bag was missing. Despite repeated attempts to communicate with the airline and locate the luggage, the bag was never found. Frustrated by the airline's lack of assistance and inadequate response, the passenger approached the consumer commission seeking redressal.

After reviewing the case, the commission observed gross negligence on part of the Flynas staff and officials who communicated with the complainant. "The opposite party didn’t give any conclusive reply to the complaint raised by the complainant. The actions of the opposite party were not satisfactory in the said incidence," the panel stated in its April order, according to a PTI report.

The commission further criticised the airline for failing to take basic steps to resolve the issue. It pointed out that Flynas could have easily accessed CCTV footage or conducted an internal investigation to trace the missing bag, but made no visible effort. “The opposite party purposely avoided all the logical actions to find the lost bag,” the order noted.

The commission also referenced international aviation regulations, highlighting that the Montreal Convention of 1999 governs compensation for lost baggage on international flights between ratifying countries. The complainant had followed due legal procedure in filing the case, but the airline chose to ignore the proceedings, despite having prior knowledge. In light of these factors, the commission held Flynas accountable and passed the compensation order in favour of the complainant.