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As tensions rose, the staff allegedly attempted to seize the passenger’s phone and called the police.
The traveller showcased his damaged suitcase in the video. (Photo Credits: X)
IndiGo Airlines is once again under scrutiny for flight delays and luggage mishandling. In a recent incident, a passenger travelling from Delhi to Bengaluru via Chennai confronted ground staff after discovering his luggage was damaged. Rather than addressing the complaint, the staff member in the viral video was seen asking the passenger to stop recording. As tensions rose, the staff allegedly attempted to seize the passenger’s phone and called the police. The traveller showcased his broken handbag handle and a damaged suitcase.
The video begins with the staff member repeatedly telling the passenger, “You can’t record me.” The staff then steps away to contact the police. In response, the passenger says, “Batao, kaisa behaviour hai tumhara dikhata hun. Abhi kya karna hai iss bag ka? Yeh bag tod ke rakh diya Indigo walon ne. Police ko phone kijiye. Bulaiye police ko. (Tell me, what kind of behaviour is this? I’ll show you. Now, what should I do with this bag? Indigo staff has broken this bag. Call the police. Bring the police).”
Sharing the video on X (formerly known as Twitter), the passenger wrote, “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.”
IndiGo has apologised to the passenger and offered a voucher as compensation, despite the severity of the damage. The airline explained that minor damages can occur during the loading and unloading process, but they acknowledged the frustration it caused for the passenger.
The airline wrote, “Sir, we sincerely apologise for the experience you had during your recent travel with us. While minor wear and tear can sometimes occur during the loading and unloading process, we understand this can still be upsetting. 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 favourable experience soon. Team IndiGo.”
The airline further issued a statement:
“We are aware of a video on social media concerning a customer’s baggage experience with IndiGo. Such matters are taken seriously, and we are reviewing the incident with the concerned team on ground. IndiGo representative had rightfully advised the conditions of carriage; and had offered a travel voucher, purely as a goodwill gesture. We sincerely apologise for the inconvenience caused to the customer and remain committed to ensuring a smooth travel experience for all our customers.”
Many social media users criticised IndiGo, sharing their own experiences of facing similar issues with damaged luggage and poor customer service.
- Location :
Delhi, India, India
