Georgia’s Competition and Consumer Protection Agency (GCCA) has found that the Georgian branch of Qatar Airways violated the country’s Law on Consumer Rights Protection in a case involving damaged baggage.
The Agency stated that a passenger traveling with Qatar Airways reported damage to their suitcase and contacted the airline to request compensation. The passenger submitted the claim through the airline’s official website within the required seven-day period. However, Qatar Airways’ Georgian branch refused to process the claim, arguing that the complaint had not been filed at the airport.
The GCCA determined that the passenger acted in line with the publicly available information provided by the airline which states that claims for damaged baggage may be submitted within seven days of baggage receipt. The Agency emphasized that this condition constitutes an essential part of the service contract as it defines the consumer’s right to seek assessment of damage and compensation for improper service.
In its assessment, the GCCA also referred to the Montreal Convention which governs international air carriage. Under the Convention, air carriers are liable for the destruction, loss, or damage of baggage, provided that a written complaint is submitted within seven days. The Convention does not recognize additional procedural barriers and declares invalid any contractual terms that seek to limit or exclude carrier liability.
Furthermore, under Article 18 of Georgia’s Law on Consumer Rights Protection, service providers are obligated to deliver services in line with contractual conditions. Since the passenger complied with the seven-day deadline, the airline’s refusal was deemed a failure to fulfill contractual obligations.
As a result, the Agency has ordered Qatar Airways’ Georgian branch to restore the consumer’s violated rights within one month.
