Georgia agency finds Qatar Airways violated consumer rights over damaged

The Georgian branch of Qatar Airways has been cited by the Georgia Competition and Consumer Protection Agency (GCCA) for violating the country’s Law on Consumer Rights Protection. The ruling stems from a case where the airline refused to process a passenger’s claim for damaged luggage, despite the claim being submitted via the official website within the required seven-day window. Qatar Airways argued that the complaint was invalid because it had not been filed directly at the airport.

The GCCA determined that the passenger had complied with the airline’s own publicly stated terms, which allow for claims to be submitted within seven days of baggage receipt. The agency emphasized that this condition is an essential part of the service contract. Furthermore, the GCCA referenced the Montreal Convention, which governs international air carriage and mandates that carriers are liable for baggage damage if a written complaint is submitted within seven days, explicitly prohibiting additional procedural barriers that limit liability.

Citing Article 18 of Georgia’s consumer protection law, which obligates service providers to adhere to contractual conditions, the airline’s refusal was deemed a failure to fulfill its obligations. Consequently, the GCCA has ordered Qatar Airways’ Georgian branch to restore the consumer's violated rights and provide appropriate compensation within a one-month timeframe.