The New Delhi District Consumer Disputes Redressal Forum, presided by C K Chaturvedi, asked the airline to pay the money to Pradeep Saluja, whose baggage was lost during the journey in September 2007.
"It is an admitted case of rendering imperfect services, by not being able to prevent the baggage from being stolen or lost or remaining untraced for six months," the forum said, while noting that airlines had placed its liability as per weight--USD 20 (Rs 1,217.45) per kg.
The forum said that it was a case of "deficiency in service" leading to the loss and "harassment" and not for liability according to the Carriage by Air Act.
"Considering all the aspects...we value the loss, mental agony, time in wait and harassment including litigation expenses at Rs 1 lakh," the forum's bench, also comprising its member S R Chaudhary, said.
Suneja had approached the forum claiming deficiency on the part of airline in not properly taking care of his baggage at London from where he flew to Doha on September 9, 2007. He had told the forum that when he reached Doha, he did not get the baggage.
He reported the matter to the airline which assured him that the baggage will be sent. He came back to India, but nothing happened, he had said.
After six months, on March 5, 2008, the airline had informed Suneja that his baggage could not be traced and offered USD 400 (Rs 24,354) for the loss. Suneja had claimed that the baggage contained orders and samples taken by him for his business, and, therefore, he approached the forum.