IndiGo Airlines, India’s largest carrier, recently faced considerable backlash after allegedly leaving passengers’ luggage behind during their flight from Doha to Hyderabad on January 11, 2025. This surprising incident came to light only when passengers realized their bags were missing from the carousel after arriving at their destination.
Madhan Kumar Reddy Kotla, a Project Manager at Tata Consultancy Services (TCS), was one of the distressed passengers who shared his experience on LinkedIn, detailing what he described as his worst experience with the airline. "I had the worst experience travelling with IndiGo on 11th January. They left our baggage in Doha and didn't even inform us," he wrote, highlighting how the situation unfolded.
The chaos began to escalate at Hyderabad Airport as passengers quickly discovered their luggage was absent from the baggage claim area. Kotla explained, "Passengers were directed to baggage belt 14 to provide their details, but only one staff member was attending to over 20 people," indicating the significant staffing shortfall to handle the issue. Frustration grew as passengers awaited assistance, with numerous relatives waiting outside, only to witness the mounting dilemma from afar.
Adding to the turmoil, Kotla described the confrontational behavior of one ground staff manager. Passengers requested more assistance, only to be met with hostility from the manager, who insisted the process would take just 15 minutes. "It was chaotic, and relatives waiting outside for the passengers only added to the frustration," Kotla remarked, showcasing the emotional strain of the seemingly disorganized response.
After three grueling days, Kotla finally received his luggage, but the delivery method shocked him. "You wouldn’t believe how the luggage was delivered—stuffed in an auto. Some items, including my watch, were missing from my baggage," he disclosed, expressing his disappointment with the lack of care shown by the airline. He called upon IndiGo to review CCTV footage to investigate the missing items.
IndiGo responded to Kotla’s viral post, stating, "Mr Kotla, we sincerely regret the inconvenience caused to you and are concerned to know this." The airline requested his booking reference number via direct message to facilitate the investigation, evidencing their commitment to resolving the issue.
According to IndiGo, the incident was attributed to the flight being at full capacity. "A customer travelling from Edinburgh to Hyderabad via Doha raised concerns... Our team... ensured the bag was delivered," they explained, highlighting their intent to provide support to affected travelers.
This incident has ignited discussions around airline baggage handling procedures, particularly on how airlines communicate with passengers during such logistical mishaps. The frustrations voiced by Kotla and others mirror those of many travelers who have experienced similar issues, leading to questions about the adequacy of current protocols.
Have you ever faced similar challenges with IndiGo or other airlines? Such experiences are not just limited to single incidents but are part of the larger narrative on the importance of effective communication and support within the aviation industry. It remains to be seen what measures IndiGo will implement to prevent such situations from reoccurring, as travelers become increasingly aware of their rights and the standards they expect from their airline experiences.