Passenger Accuses IndiGo of Rs 40,000 Theft from Cut-Open Luggage on Mumbai-Delhi Flight

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A passenger from Mumbai has raised serious allegations against IndiGo Airlines, claiming that her checked baggage was tampered with during a Mumbai-Delhi flight, resulting in the theft of items valued at approximately Rs 40,000. Ritika Arora shared her experience on LinkedIn, including photographs of her damaged suitcases that had been cut open.

"Deeply Disappointed with IndiGo's Lack of Accountability. 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 INR 40,000 stolen," Arora stated in her post.

The passenger reported that she filed complaints through multiple channels including AirSewa and customer care services. However, she consistently received what she described as a generic response: "No pilferage found in CCTV."

Arora challenged this explanation by highlighting potential security gaps in the baggage handling system. She noted that not all baggage handling areas are equipped with CCTV surveillance, and staff working in areas without camera coverage were not investigated. She emphasized that ensuring the security of checked luggage falls under the airline's responsibilities.

"I continue to receive the same generic response: 'No pilferage found in CCTV.' This is unacceptable when: Not all baggage areas have CCTV, Staff in non-CCTV zones were never checked, Theft clearly occurred, Passenger safety is being ignored. Basic security of checked-in baggage is the airline's responsibility. Copy-paste replies do not resolve a serious breach like this," her post continued.

In its official response to Arora's allegations, IndiGo Airlines expressed regret over her experience but maintained that their internal investigation found no evidence supporting her claims. The airline stated they conducted a "thorough investigation" that included reviewing available CCTV footage, which they claim revealed no signs of pilferage or improper baggage handling.

The airline referenced their Conditions of Carriage, advising passengers to keep valuable items in their cabin luggage. IndiGo also stated they would provide "necessary support and cooperation" should Arora decide to file a formal complaint with authorities, adding "Further, please don't hesitate to DM us in case of any other assistance required. We are here to help."

In a separate incident, another passenger named Ritham Bhattacharjee from Kolkata criticized IndiGo on LinkedIn for what he described as "unprofessional behaviour" by cabin crew during a prolonged five-hour delay on a January 6 flight from Kolkata to Chennai. According to Bhattacharjee, passengers were kept inside the aircraft throughout the delay period with only minimal compensation in the form of chips and cookies.