Lost baggage proves costly for Jet Airways

By Gururaj B R

A consumer forum has directed Jet Airways (India) Ltd and its Bengaluru’s manager to jointly pay a sum of Rs 16,415 to a passenger, who had to purchase new items after losing his baggage during check-in at Bengaluru.

R Sankaranarayanan, a resident of HAL II stage, Indiranagar, deputy general manager and circle development officer of State Bank of India, had to appear for an interview for promotion as General Manager on July 7, 2016. He had booked an air ticket from Jet Airways to fly to Mumbai from the city on July 6.

He was scheduled to return on July 8. On July 6, he took the flight to Mumbai and had to check in some baggage, which was received by the ground staff of Jet Airways at the time they issued him the boarding pass.

After landing at Mumbai airport, he proceeded to collect his baggage and waited for long. On verification, he was informed that his baggage tag was wrongly put on somebody else’s overnight carry bag and his suitcase containing his clothes and reading material were misplaced. The airways staff expressed their inability to find the bag and just issued him a baggage lost receipt.

The staff promised to find the lost bag, which had cost him Rs 36,000. Sankaranarayanan had to buy all the items that he needed. After this, he received a call from the airways saying that his baggage had been traced and he agreed to collect it in Bengaluru. On returning from Mumbai on July 8, he went to collect his baggage. To his dismay, he was again shown the carry bag that was shown to him at Mumbai Airport.

After following up for six weeks through email and telephonic conversations, the manager of Jet Airways at Bengaluru offered him a pittance of Rs 3,150 for the loss of his baggage. The company is liable to compensate the loss of baggage and articles kept in it, because of which he was forced to purchase articles and a new bag at Rs 2,02,415. He moved the consumer forum on September 26, 2016. The counsel of the airways contended that he did not raise a property irregularity report at the airport in Mumbai. He said airways staff put in its best efforts to trace the baggage and that Sankaranarayanan was taking undue advantage of the situation and making untenable claims without justification.

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