The district consumer forum observed that airlines has not given any proper reason for the delay in delivering the baggage to the complainant, who had travelled along with her husband from Barcelona to New Delhi.
"The complainant undoubtedly has suffered financial loss as well physical harassment and mental agony for which she deserves to be reasonably compensated.
"In the interest of justice, we quantify the compensation to be awarded to the complainant to a sum of Rs 50,000," said the forum comprising President Narendra Kumar and Members Mona Sahni and Zahid Hussain said.
The bench passed the order on the complaint of Pushap Vihar resident Jayanti Banerjee, who said she had travelled on an Air France flight from Barcelona to New Delhi on October 5, 2008 along with her husband.
She added that she was shocked to find her in Delhi that her baggage, two suitcases, had not arrived here from Charles De Gaulle Airport in Paris.
Banerjee said she was assured by the airlines staff that her luggage would arrive here with the next flight and it would be delivered to her on October 7, 2008.
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Later, she was informed that her baggage was not traceable and her belongings were delivered only after 20 days, that too in bad shape.
"I suffered great harassment. The airlines delivered misplaced suitcase on October 25, 2008 in a very bad shape, the handle of the same was broken, the sarees, shawls and other items were soiled and were not in wearable condition.
"Further, the perfumes and other gifts purchased for the relatives could not be given on the invitation to be attended on October 12 and 17, 2008," said the woman in her complaint.
"The complainant had to spent a lot of amount on their dry cleaning (of clothes) etc. It is observed that airlines has not given satisfactory explanation for the damages/loss of the articles kept in the suitcase," the bench said.