IndiGo Passenger Claims Luggage Was Slashed, ₹40,000 Valuables Missing; Airline Issues Response
IndiGo Passenger Claims Luggage Was Slashed, ₹40,000 Valuables Missing; Airline Issues Response
A fresh controversy has hit IndiGo after a Mumbai traveller claimed her checked-in luggage was deliberately slit open and robbed during a recent Mumbai–Delhi journey. The allegation, made by Ritika Arora in a detailed and widely circulated LinkedIn post, has triggered an outpouring of similar complaints from passengers who say they, too, have faced unexplained damage or loss from their bags. While the airline maintains that its internal checks show no wrongdoing, the incident has renewed concerns about security gaps in baggage handling areas.
Passenger Claims Suitcases Were Cut Open, Items Missing
Arora stated that both her suitcases were tampered with in a manner that suggested someone had used a blade to access them discreetly. She said goods worth around Rs 40,000 were missing, and the cuts were made from areas that would not be easily visible unless closely inspected. According to her, the damage clearly indicated intentional access rather than accidental mishandling.
Complaints Filed, But Responses “Copy-Pasted,” She Says
After discovering the tampering, Arora said she raised complaints through multiple official channels, including AirSewa, IndiGo customer care and other grievance systems. However, she alleged that all she received was the same repeated message: “No pilferage found in CCTV footage.”
She argued that this explanation was inadequate, noting that several parts of the baggage handling zone do not have CCTV coverage, and that personnel working in those non-camera areas were never questioned. Arora said that despite highlighting these issues, her concerns were brushed aside, calling it a “failure of basic security” and expressing frustration over the lack of accountability.
IndiGo Denies Allegations After Internal Review
IndiGo issued a public response to her viral post, saying it had carried out a “thorough investigation” and checked all relevant CCTV footage. The airline stated that it found no signs of theft or irregular handling. While expressing regret over her experience, IndiGo reiterated its long-standing advisory that passengers should always keep valuables in cabin baggage, as per its Conditions of Carriage.
The airline added that it is willing to support any formal police complaint Arora chooses to file and encouraged her to reach out directly for further assistance.
“Dismissive and Unacceptable,” Says Passenger
Unconvinced by the airline’s stance, Arora responded publicly, calling the reply “extremely disappointing” and claiming it ignored the key details she had laid out. She insisted that the manner in which the luggage was cut made it easy for someone to steal items without being caught on camera. She said she would escalate the issue to IndiGo’s senior management and proceed with filing a complaint with the airport police, while expecting the airline to take responsibility instead of shifting blame.
