If you’ve ever experienced the stress of lost luggage after an international flight, you’re not alone—and one passenger just won a major victory in court because of it. In a recent ruling, the District Consumer Disputes Redressal Commission in Mumbai (Suburban) directed Saudi Arabia’s low-cost airline, Flynas, to pay ₹1.25 lakh in compensation for lost baggage, plus an additional ₹10,000 for mental agony.

Flynas Airlines Passenger Wins Legal Battle Over Lost Baggage

The incident took place during a family vacation to Turkey that began in late December 2023. The complainant had flown from Mumbai to Istanbul with her family and was scheduled to return via Riyadh. During the check-in process at Istanbul Airport, five bags were handed over. However, only four of them were tagged by the airline staff.

Upon noticing the discrepancy, the passenger was given a manual baggage tag for the fifth item and was assured it would be sent to the final destination along with the rest. But when the family landed back in Mumbai, the fifth bag was missing. Repeated attempts to get assistance from the airline—through emails, WhatsApp messages, and in-person visits—proved futile.

After receiving vague responses and no resolution, the passenger filed a formal complaint with the consumer commission, citing poor customer service, deficient handling of international luggage, and violation of passenger rights under international travel law.

Consumer Commission Cites Negligence, Awards Compensation

In its judgment, the commission condemned Flynas Airlines for what it called “mala fide negligence.” The airline failed to make any meaningful effort to track down the lost baggage, did not check available CCTV footage, and ultimately offered no conclusive response to the complaint. Notably, the airline did not appear at the hearing, prompting the court to proceed with an ex-parte decision.

The commission referenced the Montreal Convention of 1999, which sets international standards for compensation in baggage loss cases. Though the treaty allows for passenger claims, it’s ultimately up to airlines to prove that all reasonable measures were taken—which Flynas evidently failed to do.

As a result, the court ordered Flynas Airlines to compensate the complainant ₹1.25 lakh for the lost luggage, with an added ₹10,000 for emotional distress. The airline is also required to pay interest at 6% per annum from January 15, 2025, until the full amount is paid.

Key Takeaways for International Flyers Facing Baggage Issues

This case serves as a wake-up call for international travelers dealing with airline baggage mishandling. Passengers are encouraged to:

• Ensure all check-in bags receive tracking tags before departure
• Retain boarding passes, baggage tags, and written communication with the airline
• Know their rights under the Montreal Convention and local consumer laws
• Seek legal redress in case of negligent service or loss of property

Meanwhile, this ruling puts pressure on budget airlines like Flynas to improve their customer service protocols, especially for international travelers relying on connecting flights. For more information on passenger rights, visit the National Consumer Helpline or the Directorate General of Civil Aviation (DGCA).