A Delhi couple whose checked bags arrived ripped open with belongings missing after a 2017 flight from Miami to Toronto has won a consumer case against American Airlines.
The District Consumer Disputes Redressal Commission, New Delhi, on August 14, 2026 ordered the airline to pay more than $3,790, plus applicable interest, after finding that American Airlines had exclusive custody of the baggage during the Miami–Toronto sector.
Indu Jain and Rajeev Prakash Jain were travelling from New Delhi to London and then Miami before taking American Airlines Flight AA2671 from Miami to Toronto on June 2, 2017.
When they collected their bags in Toronto, two suitcases were badly damaged and torn open, with several personal belongings and gifts missing. They immediately reported the incident to the airline and initially claimed $1,800.
The couple later increased their claim to $17,461.73, including additional items and replacement purchases. American Airlines disputed the claim, questioned inconsistencies in the documentation and argued that liability limits under the Carriage by Air Act applied.
The commission rejected the airline’s attempt to avoid responsibility.
It noted that American Airlines had not produced a meaningful internal investigation or baggage survey report explaining how bags in its custody were delivered ripped open.
The commission also held that consumer protection law provided an additional remedy and that liability limitations could not completely shield an airline where serious negligence in baggage handling was evident.
However, the commission did not accept the couple’s revised $17,461.73 claim in full. It recognised their original $1,800 claim made immediately after discovering the damage and missing belongings.
The award included:
• About $1,172 for the damaged bags and missing items
• $2,100 for mental stress, harassment, hardship and inconvenience
• $525 toward legal costs
• 9% annual interest on the $1,172 component from October 5, 2018, until payment
Together, the award exceeds approximately $3,790, with the final amount depending on accrued interest.
