Hello Team

This is regarding a complaint against the airlines.

I travelled from Munich, Germany to New Delhi, India via Dubai.
I have given one suitcase properly locked as my check in baggage.But when I received it in India, the lock of my suitcase was in broken state and was found inside the suitcase only.
Also, the things were stolen from the suitcase, which involved clothes as well as some important documents and money.

When I registered the complaint to the airlines, they replied as-

Under the Montreal Convention, Article 20, the carrier is not liable if it proves that the damage was caused or contributed to by your negligence or other wrongful act or omission.

Regrettably, we are unable to share or disclose the results of the internal investigations as this information is deemed confidential.

Contributory to negligence on this occasion refers to inclusion of cash and documents in your checked baggage. Such items should be included in your hand baggage.
So, we are unable to consider your claim.

As your letter has raised no new issues, we are unable to correspond further and must consider the matter closed.


I have my baggage properly locked and the same has been broken when my baggage was under the custody of the airlines.
The existence of lock can be verified in CCTV cameras at Munich airport and the omission of the same can be verified in CCTV cameras at IGI Airport,New Delhi.
Hence, it was the sheer negligence on the part of airlines only and not on my side.

In addition ,if the baggage has to be checked for some security reasons, the same has to be informed to me.
However, it was not the case and the act of theft has been intentionally done.

Please guide me what can be done in this regard.
Please make me know if you require any further information on this to ****yse the case

Regards
Vaibhav