Georgian airline Georgian Airways faces a fine of up to 2% of its annual turnover after a decision by the Georgian Competition and Consumer Agency (GCCA). The regulator found the carrier to have violated the rights of a passenger who complained about a damaged suitcase after a flight.
The airline refused to pay compensation, explaining that the passenger did not report the damage immediately after receiving the luggage. However, the GCCA found that the customer used a luggage delivery service to their car, and therefore could not notice the problem in time. According to the agency, the carrier should have proven its innocence.
In addition, the inspection revealed a clause in the Georgian Airways contract that prohibited passengers from transferring claims to third parties, including lawyers. After the inspection, the company removed this condition. Now the carrier must compensate for the damage and change its service rules. If the requirements are not met, the fine can be up to 2% of turnover, and for a repeated violation – up to 4%.
Georgian Airways disagrees with the regulator's decision and states that the GCCA's conclusions are based on an incorrect assessment of the circumstances. The company claims that the passenger used the airport's VIP service, not the airline's, and did not complete the mandatory act of luggage damage. The carrier intends to appeal the decision in court.