Air India Express ordered to pay Rs 27,000 after bicycle put on baggage belt despite special care fee
NEW DELHI: A district consumer commission in Karnataka has directed Air India Express to refund Rs 2,000 charged for special handling of a bicycle and pay another Rs 25,000 as compensation and litigation costs to a passenger. The commission found deficiency in service after the passenger’s bicycle was placed on the regular baggage belt despite payment for special equipment handling. The order was passed on August 31, 2026.Why did the passenger complain against Air India Express?According to the commission order, Sushanth N.G. booked a Chennai-Mangalore flight for July 27, 2025. While booking the ticket, he paid an additional Rs 2,000 for special equipment handling for his bicycle, which he claimed was worth around Rs 3 lakh.At Chennai airport, he checked in with two bags and the bicycle, which he used for training and competitive racing. He said airline staff assured him that the equipment would be handled with care. However, after reaching Mangalore, he found the bicycle on the regular baggage carousel along with other luggage.The passenger then approached the airline staff at the airport and questioned why the bicycle had been placed on the baggage belt. He later emailed his complaint to the airline on July 31, 2025, seeking a refund of the special handling fee. First the airline replied that the matter was being reviewed but later they closed the case.The airline admitted that the passenger had paid Rs 2,000 for special equipment handling. However, it said the fee did not mean the bicycle would be physically carried by hand at every stage of the journey.The airline argued that arriving baggage, including special items, could ordinarily be delivered through the regular baggage belt unless the item was too large. It also said its staff promptly removed the bicycle from the belt after noticing it.The airline further argued that the bicycle was delivered without any damage and that the passenger had not proved any loss or damage to the equipment.What did the consumer commission find?The bench comprising President Somashekarappa K Handigol and member Sharadamma H G examined the passenger’s documents, including photographs, email correspondence, the terms of the special equipment service and a video recording showing the bicycle on the baggage belt. It noted that the bicycle was eventually delivered without damage but held that the special handling service had not been provided as promised.“No doubt, the special equipment bicycle is not damaged, the same was delivered to the complainant, but the allegations against the Opposite Party for not handling it with special care and caution, insptie of receiving Rs.2,000/- for the handling charges, has amounted deficiency in service, against the Opposite Parties,” the bench noted.The commission also considered the airline’s defence that its staff had handled the bicycle carefully. After examining the video submitted by the passenger, it found that the bicycle had been placed on the regular baggage belt despite the special handling arrangement.“To defend the same, the Opposite Parties has putforth their defence stating that, the special equipment has been delivered to the complainant at one piece, without any damages, and it was handled due care and caution, but however, when we observed the Anne.C-10, the video of, the special equipment kept in the luggage belt, exhibits/demonstrate that, special care was not taken, by the staff of the Opposite Party the same was kept in the luggage belt but ought to have been handled with special care and caution, as agreed with terms and conditions of the Anne.C-11 & 12, has now amounted deficiency in service,” it further noted.The commission referred to the airline’s own terms for its special equipment handling service. It said the airline had undertaken to take care and caution while handling such equipment, but failed to do so in this case.“Ongoing through the same, the Opposite Party is under taken to take care with caution in handling special equipment. But however, the Opposite Party have failed to do so, who have negligently and carelessly put the sports bicycle, at the luggage belt, hence, has committed deficiency in service on their part..,” the commission concluded.The commission held that the failure to handle the bicycle with the promised care amounted to deficiency in service and an unfair trade practice.It directed Air India Express to refund the Rs 2,000 special equipment handling fee within 45 days. It also ordered the airline to pay Rs 20,000 as compensation for deficiency in service, mental agony and inconvenience, along with Rs 5,000 towards litigation costs.The total amount payable is therefore Rs 27,000. The commission said the amount would carry 6 percent annual interest from the date of default if the airline failed to comply within 45 days.
