A recent post on social media about damaged baggage during a flight with IndiGo Airlines has gone viral, sparking widespread attention. The video, shared by user Shravan Singh Rajpurohit on X, shows a confrontation between the passenger and an IndiGo ground staff member. The staff member is seen trying to stop the passenger from filming, while the latter continues to record and questions what will be done about his damaged luggage.
In the video, the passenger highlights various items of his luggage— a suitcase, a backpack, and a tote bag, one of which has a broken handle strap. The passenger challenges the staff member to call the police, while expressing his frustration with the situation. The incident occurred while traveling from Delhi to Bengaluru, with a stop at Chennai International Airport (MAA). In the caption of the post, Shravan detailed his experience of having his baggage damaged during the journey.
IndiGo Airlines responded publicly to the post, apologizing for the passenger’s experience. They acknowledged that minor wear and tear can sometimes occur during the loading and unloading process but emphasized that they understand how upsetting it can be for the customer. IndiGo also stated that they had offered a travel voucher to the passenger as a goodwill gesture in an attempt to resolve the issue. They also issued a media statement mentioning that the incident is being reviewed with the concerned ground team.
The incident comes on the heels of another viral video showing an IndiGo passenger finding a discrepancy of 2.3 kilograms between two different machines used to weigh his bag. The situation has fueled online discussions about the airline’s service and led to increased scrutiny of IndiGo’s handling of customer complaints.
IndiGo remains committed to addressing customer concerns and ensuring a smoother travel experience, as stated in their official responses.
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