Air travel is often associated with convenience and efficiency. However, it is not without its share of challenges. Passengers frequently complain about improper baggage handling, which results in damaged or missing belongings.
Recently, a video of an upset man confronting IndiGo airline employees about his damaged luggage went viral. The video swiftly gained widespread attention on social media. It ignited a contentious discussion about passenger rights, airline accountability, and customer service.
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Video Of passenger confronting staff over damaged baggage went viral on social media
In a video that has recently gone viral online, a passenger confronts the IndiGo ground crew after he claims that his baggage has been damaged. Shravan Singh Rajpurohit first uploaded the video. Thereafter, it was reposted by well-known accounts on X. In the video, Rajpuhorit is heard claiming that the airline damaged his luggage.
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The video begins with Rajpurohit filming an IndiGo employee who expresses his adamant refusal to be filmed. Before trying to confiscate his phone, the staff member repeatedly said,
You can’t take my video.
After that, he goes back to his seat and speaks to the police. Following him, the traveler asks about his broken bags. Then the passenger said,
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Yeh kaisa behaviour hai. Abhi kya karna hai iss bag ka. Yeh bag sab tod ke rakh dia hai
He also displays a damaged tote bag handle on two trolleys and damage to one of his luggage. As he turned to take another video of the employee, he said,
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Haan kijiye, police ko phone kijiye. Bulaiye police ko.
Have a look at the whole video:
Wow What a help Dear @IndiGo6E
See ur Staff Super Behaviour Wow Great Indian Airline
My All Baggage’s Are Damaged from ur Side My journey from Delhi to Blr via MAA@RamMNK @DGCAIndia @AAI_Official @aaichnairport @MoCA_GoI @BLRAirport @narendramodi pic.twitter.com/x8BNgONrOL
— Shravan Singh Rajpurohit (@ShravanRajSiddi) February 12, 2025
IndiGo apologised for the incident
In response to Rajpurohit’s video on X, IndiGo expressed regret for the harm and, as a token of their goodwill, provided a coupon. They said,
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Sir, we sincerely apologise for the experience you had during your recent travel with us. While minor wear and tear can sometimes occur during the loading and unloading process, we understand this can still be upsetting.
They added,
To regain your trust, our team has extended a voucher and the details have been sent to your registered email. Thank you for your understanding and we look forward to welcoming you onboard for a favorable experience soon. Team IndiGo (2/2)
To regain your trust, our team has extended a voucher and the details have been sent to your registered email. Thank you for your understanding and we look forward to welcoming you onboard for a favorable experience soon. Team IndiGo (2/2)
— IndiGo (@IndiGo6E) February 17, 2025
According to a statement provided to HT.com, IndiGo offered assistance to the passenger after reviewing the incident. The statement read:
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We are aware of a video on social media concerning a customer’s baggage experience with IndiGo. Such matters are taken seriously, and we are reviewing the incident with the concerned team on ground. IndiGo representative had rightfully advised the conditions of carriage; and, had offered a travel voucher, purely as a goodwill gesture. We sincerely apologise for the inconvenience caused to the customer and remain committed to ensuring a smooth travel experience for all our customers.
Also read: Indigo Responds After Man Says He Paid For A Window Seat And Got A Wall
How did netizens react to the incident?
Rajpurohit’s video went viral in no time and has attracted a lot of attention on social media. Many people slammed IndiGo staff for such shameful behavior, while others accused the company of always providing subpar facilities. However, many people also accused the traveler of showing indecent behavior.
Have a look at some of the responses:
My suitcase was broken beyond usage by Air India and despite complaining i have got no resolution from them. This is the first time that this has happened with me. Feels like a fast growing phenomenon at Indian airports and with the monopoly of two airlines though. Acche din r hr
— Bhushan.mh (@MhBhushan) February 18, 2025
Yeh koi airline mein travel karne ka tareeka hai? Check-in should have a basic standard. If people start checking-in Tote bags and Jhola, how can airlines be held responsible.
This is Dehaati type of travelling 🤦— Indian Catalyst (@IndianCatalyst1) February 18, 2025
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The handlers need to be dismissed & the arrogant staff told to learn to behave when a customers’ rights and privilege are abused!
What if the passenger damages your aircraft seat? What if they break the luggage compartment?
Think #Indigo6E, customers don’t pay you for the damage!— Vijaya Moorthy (@vmoorthynow) February 18, 2025
Even our luggage from Delhi to gwalior faced the same issue they damaged all our luggage and the gift that we bought for friends marriage.
And the staff was very rude to us.@IndiGo6E @RamMNK @DGCAIndia @AAI_Official @MoCA_GoI pic.twitter.com/YCaSLSxQB2
— Abhishek Singhania (@TradeNinvesting) February 18, 2025
What best you can expect from Indigo… It’s all a matter of their supremacy and completion less market their domination
Look forward to the speedy closure like Kingfisher and Jet airways
— Pure Indian, Hate those disrespect National Anthem (@kubuksaamiyaar) February 18, 2025
Indigo staff behavior is worst.
— sanjeev kr (@sanjeev02378916) February 18, 2025
Worst airline and on top very rude staff
— vikram khanna (@khanna_vinkee) February 18, 2025
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The widely shared story of the IndiGo traveler and his damaged luggage highlights the persistent problem of improper baggage handling in the aviation sector. The solution to baggage-related problems ultimately comes down to shared accountability, where passengers approach disagreements patiently and with the appropriate documentation while airlines take proactive measures to guarantee luggage safety. Until then, incidents like the IndiGo confrontation will continue to make headlines, reminding the aviation industry that the customer experience does not end when a passenger steps off the plane.
What do you think about this? Do share your thoughts with us in the comment section of this article.
