Rs 1 lakh fine imposed on British Airways, American Airlines in Mumbai on woman's complaint

Two international airlines, British Airways and American Airlines, have been penalised by the Suburban Mumbai District's consumer dispute redressal forum for providing faulty services to one of their consumers who had lost her baggage during her trip, said a DNA report, adding that the forum directed the airlines to pay back towards the consumer's loss. 
 
The forum also directed the airline firms to pay an amount towards the complainant's mental agony as well as her litigation charges, the report said.
 
According to the report, a Gorai resident, Chandrika Soni, traveling from Orlando to Mumbai on April 28, 2016, had purchased a ticket worth Rs 56,596. Since it was not a direct flight so she initially boarded American Airlines, which took her to London, and from London, she boarded British Airways to reach Mumbai. 
 
While boarding her flight from America, she reportedly had checked in along with four luggage bags, but when she reached Mumbai, she could not find one of her bags containing gifts which she had received, along with few clothes and some of her jewelry, as it was missing.
 
On the inquiry at Mumbai airport, she could not find her bag, and after continuous follow-up, she was reportedly informed that the firms were unable to trace the bag, hence, offered her a deal of Rs 35,000 for the loss. When she refused the offer, she was reportedly asked for the receipts of the gift items present in the missing bag to ascertain the right worth of the bag.
 
The Forum reportedly held that it is impossible for a person to ask for the receipt of the gift which he or she receives, therefore, the demand of the airlines for the same was void. Further, it also issued notices to the two airline firms asking them to respond to the complaint, but they failed to do so, the DNA report said. 
 
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On the basis of the evidence filed on record, the forum reportedly directed the two airlines to pay Rs 70,000 towards the loss of the baggage, Rs 20,000 towards the complainant's mental agony and Rs 10,000 towards her litigation charges.