Bengaluru man wins Rs 17,000 after airline offers Rs 1,000 for damaged luggage

A Bengaluru man won Rs 17,000 from Air India over a damaged bag. The airline initially offered Rs 1,000, but a consumer court penalized their neglect

A 28-year-old Bengaluru resident successfully defeated Air India in a consumer court after an eighteen-month legal struggle over a damaged trolley bag. The consumer commission ordered the airline to pay Rs 17,000 in compensation and litigation expenses, severely penalizing them for clear negligence.

The dispute began on September 8, 2024, when Saurabh Raperia flew from New Delhi to Kempegowda International Airport. Upon arrival, he discovered a massive dent in his checked luggage, despite the bag displaying a fragile tag. When he tried to report the incident, the baggage counter staff allegedly refused to register a formal Property Irregularity Report. Turning to social media and emails, Raperia demanded either a replacement bag or Rs 13,425.

In response, Air India initially offered a meager Rs 500, later marginally raising it to Rs 1,000. The airline incorrectly argued that leaving the airport without a formal physical complaint absolved them of liability. Unsatisfied, Raperia sent a legal notice and filed a consumer complaint in December 2024.

Delivering its final verdict in February 2026, the consumer forum noted that Air India's initial cash offers were an implicit admission of guilt regarding the mishandled baggage. The court firmly held the airline accountable, directing them to pay Rs 7,000 for the damaged property alongside Rs 10,000 for legal fees.

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