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Journalism of Courage
IndiGo Airlines is under fresh scrutiny after a passenger’s frustration over luggage mishandling went viral. A video, originally posted by Shravan Singh Rajpurohit, and later amplified by several popular accounts on X, shows a heated exchange between the flyer and an IndiGo ground staff member.
In the clip, Rajpurohit confronts the airline staff upon discovering damage to his suitcases. As he begins filming, the employee grows uncomfortable, repeatedly saying, “You can’t take my video,” before attempting to snatch the passenger’s phone.
The situation escalates when the staff member walks away to make a call to the police. Meanwhile, Rajpurohit holds up his damaged luggage—one with a broken handle, another one scuffed and dented—demanding accountability. “Yeh kaisa behaviour hai? Ab kya karna hai iss bag ka? Yeh bag tod ke rakh diya hai (What sort of behaviour is this? What do I do with this bag now? It’s been broken,)” he says.
Unfazed by the mention of police, he challenges the staff, saying, “Haan kijiye, police ko phone kijiye. Bulaiye police ko (Yes, call the police.)”
Watch the video:
Rajpurohit shared the video on X along with a caption, “Wow, what a help Dear IndiGo. See your staff, super behaviour, wow great Indian airline. My all baggage’s are damaged from your side my journey from Delhi to Bengaluru via MAA.”
After Rajpurohit shared his concerns on X, IndiGo responded with an apology, acknowledging the inconvenience he faced during his recent trip. They admitted that “minor wear and tear can sometimes occur during the loading and unloading process,” but stressed that they understood how frustrating it can be.
Wanting to make things right, IndiGo followed up with another message, letting Rajpurohit know that they offered him a voucher as a goodwill gesture. “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,” the airline wrote.
The tense standoff, now widely circulated online, has reignited criticism of IndiGo’s customer service, with many passengers sharing their own grievances against the airline.
A user wrote, “You’re lucky. At least you have the bag. Our bag was missing and arrived after 8 days. Had to make several calls, and they ain’t got a clue. Their baggage handling was the worst”
“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,” said another user.
A third person wrote, “What best you can expect from Indigo… It’s all a matter of their supremacy and competition less market their domination.”
