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New Delhi: A woman passenger, who recently travelled by Indigo from Mumbai to Delhi, alleged that her checked-in bags were cut open and Rs 40,000 were stolen during her travel with the airline. IndiGo has, however, rejected the claim.
Sharing a post on LinkedIn, Ritika Arora shared photos of her luggage and wrote, “Deeply disappointed with IndiGo’s lack of accountability.” She added, “My recent Mumbai–Delhi flight with IndiGo resulted in theft, with two of my checked-in suitcases being cut open, tampered with, and items worth Rs 40,000 stolen.”
The woman then said she filed her complaint through the customer care of airlines, AirSewa, and other channels, but received the same response. “Despite raising this through AirSewa, customer care and escalations, I continue to receive the same generic response: ‘No pilferage found in CCTV.’”
She added, “This is unacceptable when: not all baggage areas have CCTV, staff in non-CCTV zones were never checked, theft clearly occurred, and passenger safety is being ignored.” Describing the situation as a huge lapse, she further said, “Basic security of checked-in baggage is the airline’s responsibility. Copy-paste replies do not resolve a serious breach like this,” she wrote, tagging the authorities.
IndiGo, while regretting Arora’s experience, however, said that the international enquiry by the airliner found no evidence on the matter. Issuing a statement, IndiGo said it conducted a “thorough investigation, including a detailed review of CCTV footage,” and “found no indication of pilferage or any irregular handling”.
The airliner further said that as per guidelines, passengers are “strongly advised” to carry valuables in cabin baggage. It said that it would provide “the necessary support and cooperation” if the passenger has filed any complaint. IndiGo further said that it remained available for further assistance if required.
