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‘Running from one counter to another’: After IndiGo chaos, fliers hunt for missing luggage at Delhi airport

Several passengers who flew into Delhi have been waiting for their luggage and alleged delays in identity verification and baggage release procedures.

4 min readNew DelhiUpdated: Dec 11, 2025 10:47 AM IST

IndiGo, missing luggage, Delhi Airport, Indira Gandhi International Airport, flight cancellations, passenger woes, lost property, identity verification, baggage release, airline crisis, India aviation, IndiGo chaos, passenger frustration, airline disruptions, travel chaos, airport issues, luggage problems, IndiGo passengers, Delhi news, India news, aviation news

Passengers at IGI Airport Terminal 1 Airport as luggage was removed from the searching area on Tuesday. Abhinav Saha

Akash Chauhan rushed to the ‘Lost Property’ counter at Delhi’s Indira Gandhi International (IGI) Airport late Tuesday evening. Handing over a white paper to the officials seated inside, he said, “My brother-in-law’s baggage went missing on December 6. He has asked me to collect it.”

A lawyer from Ahmedabad, the 35-year-old said he was sent to multiple counters after being told the luggage had “likely been transferred”. “My brother-in-law was travelling to Ahmedabad from Delhi. His baggage was left behind in the entire [IndiGo] chaos… I have my flight at 8 pm from another terminal, I don’t know what to do.”

“These people do not understand the problem. There is no support and guidance. I have been running from one counter to another… I cannot miss another flight,” he added.

Warning bell | In 60% of routes it operates, IndiGo has monopoly

Over a week after India’s aviation sector saw massive disruptions as IndiGo cancelled scores of flights on a daily basis, Delhi’s Airport Terminal 1 was still grappling with luggage left behind amid the chaos.

Passengers wait to catch their Indigo flights at the IGI airport in New Delhi on Monday. Express Photo by Tashi Tobgyal

Bags lie at the IGI airport in New Delhi on Monday. (Express Photo by Tashi Tobgyal)

Several passengers who flew into Delhi have alleged unresponsive helpdesks, and delays in identity verification and baggage release procedures.

On Tuesday, airport staff informed travelers that unclaimed luggage would be held only until 6 pm and the process would take an hour to finish. “From December 11, it will be shifted to Terminal 2,” said a staffer.

Another passenger, Umar Qazi, spent several minutes inside the lost property office, explaining to staff why he did not have his Aadhaar card on him. Qazi, an employee with a US-based company and a resident of Jammu & Kashmir’s Anantnag, was attempting to retrieve his colleague’s misplaced luggage while in transit to Ahmedabad.

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Bags lie at the IGI airport in New Delhi on Monday. (Express Photo by Tashi Tobgyal)

Passengers await their flights at IGI airport in New Delhi on Monday. (Express Photo by Tashi Tobgyal)

“Her bag contains a laptop and an iPad. All of us work from home. Our work has been hit because of this,” Qazi said.

“I carried my PAN, my Aadhaar is at home… they are not accepting any other ID card,” he added.

By Tuesday evening, the luggage was cleared from Terminal 1. Asked how many passengers had reached the Lost Property counter during the day, staff denied having the information.

For some passengers, their luggage was left in other cities. Nikhil, a Delhi-based engineer, who goes by a single name, said he flew into Delhi from Udaipur.

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By Tuesday evening, the luggage was cleared from Terminal 1. Asked how many passengers had reached the Lost Property counter during the day, staff denied having the information. (Express File Photo by Tashi Tobgyal)

“Airport staff have directed me to call the Udaipur office… but all the helpline numbers listed on official websites are non-functional or switched off. Now, there are no staff available at the counters, I don’t even know who to seek help from,” he said.

When contacted, IndiGo officials said “nearly all bags that were stuck at airports had been delivered to their customers and the teams were working on delivering the remaining at the earliest. We have optimised our operations, and our on-time performance is also back to normal levels.”

In a post on X on December 8, IndiGo had said “4,500+ bags were delivered; remaining deliveries to be done within 36 hours”.

The airline, India’s largest with a domestic market share of nearly 65%, faced crew shortages, primarily due to its inadequate preparation for the second phase of the new crew rest and duty norms that took effect on November 1. This led to widespread network-wide disruption in its operations.

Neetika Jha

Neetika Jha is a Correspondent with The Indian Express, based in the Noida bureau. She primarily covers crime, health, and environmental issues, as well as human-interest features across Noida, Ghaziabad, and Western Uttar Pradesh. Professional Profile Education: She is an alumna of the Asian College of Journalism (ACJ), Chennai. Core Beat: Her work focuses on the administrative and social challenges of the NCR's satellite cities. She is known for her detailed reporting on civic infrastructure (like the Noida International Airport), environmental violations, and high-profile criminal investigations. Personal Interests: Outside of reporting, she is an avid reader of fiction (citing The Thursday Murder Club and Yellowface as recent favorites) and a gardening enthusiast. Recent Notable Articles (Late 2025) Neetika’s recent reportage has been dominated by winter-related crises in the NCR and significant criminal legalities: 1. Environment & Public Safety "Greater Noida Authority slaps fines on firms for violating GRAP IV norms" (Dec 21, 2025): Reporting on heavy penalties imposed on major developers like NBCC for flouting anti-pollution construction bans. "Fatal pile-up on Yamuna Expressway: Fog, high speed emerge as key safety risks" (Dec 17, 2025): A major report on a 15-vehicle collision caused by dense fog that killed 17 people. "At Chilla, Kalindi, DND, many fined Rs 20,000 for non-compliance to Delhi's BS-VI rule" (Dec 19, 2025): On-the-ground reporting from the borders where Noida police penalize non-compliant vehicles entering the capital. "Driving in Noida amid fog? New speed limits in effect till Feb 15" (Dec 13, 2025): Detailing the seasonal traffic restrictions aimed at preventing highway accidents. 2. Crime & Legal Developments "'Have you ever heard of a murder case being withdrawn?': Court in Akhlaq lynching case" (Dec 12, 2025): Covering a critical courtroom hearing where the court questioned the UP government's petition to withdraw charges against the accused. "After losing money in stock market, bank employee in Ghaziabad withdraws Rs 64 lakh from customers' accounts" (Dec 14, 2025): An investigative piece on internal bank fraud and the risks of modern digital embezzlement. "Woman shot dead by partner in Noida: Three days on, accused still on the run" (Dec 2, 2025): Tracking a high-profile domestic violence and murder case in Central Noida. 3. Human Interest & Features "'Had tears in my eyes': Army men walk bride down the aisle 20 years after father died in terror attack" (Dec 2, 2025): A moving story about soldiers from a Punjab Grenadiers unit fulfilling a father's duty for his daughter. "How a Zepto delivery man heard a cry — and saved two kids dumped in Noida drain" (Dec 2025): A viral human-interest story highlighting individual heroism in the city. Signature Style Neetika is recognized for her meticulous follow-up on local tragedies. Whether it is a massive pile-up on the Yamuna Expressway or the ongoing construction of the Jewar (Noida) Airport, she focuses on systemic lapses and the safety of commuters. Her crime reporting often explores the psychological motives behind "crimes of passion" and the rising trend of financial cyber-fraud in the Ghaziabad-Noida belt. ... Read More

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