Passenger slams IndiGo after theft from checked-in bags, airline responds

A Mumbai–Delhi passenger has publicly accused IndiGo of failing to take responsibility after valuables were allegedly stolen from her checked-in luggage.

Finance professional Ritika Arora shared a detailed account on LinkedIn, stating that two of her suitcases were “cut open, tampered with and items worth ₹40,000 stolen”.

Calling out the airline for what she described as lack of accountability, Arora wrote, “My recent Mumbai–Delhi flight with IndiGo resulted in THEFT… Despite raising this through AirSewa, customer care, and escalations, I continue to receive the same generic response: ‘No pilferage found in CCTV.’ This is unacceptable.”

She further pointed out that, “Not all baggage areas have CCTV. Staff in non-CCTV zones were never checked. Theft clearly occurred. Passenger safety is being ignored.”

Arora said baggage security is the airline’s basic responsibility and criticised the “copy-paste replies” she received during the complaint process. She tagged the Ministry of Civil Aviation, DGCA, Delhi and Mumbai airports, and AirSewa, urging authorities to intervene.

Responding to her post, IndiGo expressed regret over her experience, but maintained that its investigation found no irregularities. In its statement, the airline said, “Following a thorough investigation, including a detailed review of CCTV footage, we found no indication of pilferage or any irregular handling… As outlined in our Conditions of Carriage, we strongly advise all customers to carry their valuables in cabin baggage.”

The airline added that it would cooperate with authorities if Arora decided to file a formal complaint.