Woman claims her luggage was cut open, items worth Rs 40,000 stolen from checked-in bags. IndiGo responds

IndiGo replied to her account of the incident through a statement on her post.

A woman from Mumbai alleged that two of her checked-in suitcases were cut open and items worth ₹40,000 were removed during her recent travel on an IndiGo flight to Delhi. The passenger, Ritika Arora, described her concerns in a LinkedIn post and uploaded images showing damage to the luggage.

In her statement, she wrote: “Deeply disappointed with IndiGo's lack of accountability. 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.”

Arora said she approached multiple channels, including AirSewa, customer service teams and other complaint systems, but received the same reply each time: “No pilferage found in CCTV.”

She questioned the basis of that conclusion, stating that several baggage-handling points did not have cameras, and added that personnel working in areas without surveillance were not checked. In her post, she tagged relevant authorities and stated that the airline was expected to safeguard items handed over at the check-in counter.

She wrote further: “I continue to receive the same generic response: 'No pilferage found in CCTV.' This is unacceptable when: Not all baggage areas have CCTV, staff in non-CCTV zones were never checked, theft clearly occurred, passenger safety is being ignored. Basic security of checked-in baggage is the airline's responsibility. Copy-paste replies do not resolve a serious breach like this.”

IndiGo replied to her account of the incident through a statement on her post. The airline said it regretted that she had faced this situation but maintained that an internal review had not supported the allegation. According to the airline, a detailed examination of available camera footage and its own handling records had shown “no evidence of pilferage or irregular handling.”

The company also reiterated that passengers were expected to keep valuables in their cabin baggage in line with the Conditions of Carriage. It stated that if Arora decided to lodge a formal case with the authorities, IndiGo would extend “the necessary support and cooperation.”

The airline added: “Further, please don't hesitate to DM us in case of any other assistance required. We are here to help.”

Meanwhile, her account attracted numerous comments on LinkedIn with people telling about their own similar experiences. One user wrote, "You are not alone, this same thing happened to me a couple of years ago and I complained to Indigo at Delhi airport and they said the same thing. They didn't find anything. See my post and it's the same way it happened. I lost my wedding expensive watch."

A user accused SpiceJet of the same and commented, "Same happened with me also. But did by SpiceJet Limited
Just damaged my luggage bag (my property) while they handled it. Now when I complained they are not at all helpful. No replies at all."

A user called for a ban on IndiGo while others slammed the airline for being careless with passengers' property.