Air India has been fined Rs 74,000 by a consumer forum after it charged a student for excess baggage despite the passenger being eligible for additional allowance.
According to a report by The Indian Express, the case involved a student travelling abroad who claimed she was entitled to a higher baggage limit under the airline’s student policy. However, airport staff reportedly charged her extra for baggage that should have been allowed under the applicable rules.
The passenger later approached the consumer commission, arguing that the airline had failed to honour its own policy and had imposed unjustified charges. The complaint also highlighted the inconvenience and financial burden caused, particularly given the higher allowances typically extended to students relocating for education.
During the proceedings, the airline contested the claim, but the forum examined the fare rules and eligibility criteria related to student concessions.
After reviewing the evidence, the commission ruled in favour of the passenger, holding Air India responsible for deficiency in service. It noted that airlines are expected to clearly communicate and adhere to their published policies, especially when offering special categories like student fares.
The forum directed Air India to refund the excess baggage charges along with compensation, taking the total amount payable to around Rs 74,000. The order also included compensation for mental distress and litigation costs.
09/06/2026 Storyboard18
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