IndiGo Responds After Passenger Claims Her Suitcase Was Cut Open And Items Were Stolen

Recently, a woman took to a social media platform to share her frustration with IndiGo after discovering her checked-in suitcase slashed open and several belongings missing. She expressed her shock at how the airline failed to protect even basic passenger luggage. The outrage it sparked was immediate, with thousands of users engaging in support. To say that her post has gone viral would truly be an understatement.

Flyer’s shocking claim of theft against IndiGo goes viral

A finance professional named Ritika Arora has recently caught everyone’s attention online after she shared a detailed and alarming account of her experience with IndiGo Airlines. Her post begins with a blunt and powerful statement that immediately shows the depth of her frustration,

“Deeply Disappointed with IndiGo’s Lack of Accountability.”

From there, Ritika goes on to describe an incident that has left many travellers shocked.

Sharing what happened during her Mumbai–Delhi journey, she wrote in full,

“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.”

According to her, despite reporting the matter through every official channel she could think of -AirSewa, customer care, and escalations- she kept receiving the same automated response. As she quoted, IndiGo repeatedly told her,

“No pilferage found in CCTV.”

Ritika then clearly explained why such a response did not make sense. In her own words, she wrote that this was unacceptable when,

“Not all baggage areas have CCTV
Staff in non-CCTV zones were never checked
Theft clearly occurred
Passenger safety is being ignored.”

Her points highlight what she believes to be serious gaps in the airline’s baggage security system.

She further reminded IndiGo of their responsibility by stating,

“Basic security of checked-in baggage is the airline’s responsibility. Copy-paste replies do not resolve a serious breach like this.”

To ensure her complaint reached the right people, she tagged multiple authorities at the end of her post, including Ministry of Civil Aviation, Ram Mohan Naidu Kinjarapu, DGCA India, Delhi International Airport, Mumbai Airport, AirSewa etc.

Check it out,

LinkedIn

Her post, shared in her own unfiltered words, has now gone massively viral and sparked a widespread debate about baggage safety and airline accountability in India.

Passenger backs her claims with visual proof

To support her allegations, Ritika didn’t rely on words alone- she also attached clear photographic evidence showing her suitcases slashed and tampered with, making her complaint even harder to dismiss.

IndiGo responds publicly after passenger’s post began circulating widely

Soon after Ritika’s detailed post began circulating widely, IndiGo issued an official response addressing her concerns. The airline began by saying,

“Ms Arora, thank you for taking the time to speak with us. While we truly regret your recent experience from Mumbai to Delhi, please be assured that we take such concerns very seriously.”

They added that after conducting what they called a “thorough investigation,” including “a detailed review of CCTV footage,” they found “no indication of pilferage or any irregular handling.”

IndiGo also reminded passengers of their existing guidelines, stating,

“As outlined in our Conditions of Carriage, we strongly advise all customers to carry their valuables in cabin baggage.”

The airline further assured Ritika that if she decided to escalate the matter formally, “we shall provide them with the necessary support and cooperation.” Their message concluded with an offer for further assistance,

“Please don’t hesitate to DM us in case of any other assistance required. We are here to help.”

Have a look,

LinkedIn

Netizens disagree with IndiGo, share their own troubling experiences

Despite IndiGo’s official statement, many professionals and frequent flyers online felt the airline’s response didn’t address the core issue. Moreover, several users sided with Ritika, saying her experience echoed the problems they had personally faced with the airline.

Here are some worth-checking reactions that fueled the discussion,

Have you ever faced something similar while travelling via Indigo? If yes, do share your experience in the comments below.