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Journalism of Courage
A Mumbai-based woman has alleged that two of her checked-in suitcases were cut open and items worth Rs 40,000 were stolen during a recent IndiGo flight from Mumbai to Delhi. The airline, however, has denied the claims.
In a LinkedIn post that has since gone viral, Ritika Arora shared photos of her damaged luggage and wrote, “Deeply disappointed with IndiGo’s lack of accountability.”
Arora stated, “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.” She said she filed complaints through AirSewa, customer care, and other escalation channels but repeatedly 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.’”
Calling the explanation insufficient, 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.” She described the situation as a major lapse. “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.
In its response, IndiGo expressed regret over Arora’s experience but stated that an internal review found no evidence to support the allegations. In a statement, IndiGo said it had conducted a “thorough investigation, including a detailed review of CCTV footage,” and “found no indication of pilferage or any irregular handling”.
The airline reiterated that, as per its Conditions of Carriage, passengers are “strongly advised” to carry valuables in cabin baggage. IndiGo further noted that if Arora chose to file a formal complaint with authorities, the airline would provide “the necessary support and cooperation”. The airline also indicated it remained available for further assistance.
