India’s leading airline, IndiGo, is facing increasing anger from passengers over delays in locating and returning thousands of lost bags. Social media is abuzz with images of luggage piling up at airports following last week’s major flight disruptions.
IndiGo, commanding 65% of the domestic market, issued an apology after over 2,000 flights were canceled due to insufficient planning for new pilot rest regulations, resulting in crew shortages. These cancellations disrupted tens of thousands of travelers, affecting personal, holiday, and wedding plans, marking one of the most significant upheavals in Indian aviation history.
Last-minute cancellations and rerouting through multiple connecting flights have led to thousands of suitcases going missing, some containing crucial items like passports, keys, and medications.
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Missing Luggage, Missing Wedding Attire
Social media is flooded with images of tagged bags stacked in terminals at New Delhi, Mumbai, and Bengaluru airports. Many frustrated passengers are seeking assistance from IndiGo’s social media team. The Times of India highlighted the issue with a viral photo headlined “Delhi Left Holding The Bag,” showing hundreds of bags in areas meant for seating.
The Indian government announced on Sunday that it instructed IndiGo to “locate and return all baggage separated from passengers due to disruptions within 48 hours.” By Saturday, the airline had returned 3,000 bags to customers nationwide, according to the government.
No Answer on Help Lines
Vikash Bajpai, 47, has been waiting four days for the luggage he and his 72-year-old mother checked in for their return flight to Pune from Kanpur, where they attended a wedding.
After an overnight stay in a New Delhi hotel, multiple connections to Mumbai, and a taxi ride to Pune, their bags were still missing upon arrival in Mumbai. “I was given a number to call, but there’s no response. The luggage contains expensive wedding attire and my mother’s medication,” Bajpai told Reuters, estimating the contents’ value at Rs90,000 ($1,000).
“I am extremely frustrated,” he added.
An anonymous senior IndiGo executive reported to Reuters that the airline is working “around the clock” to resolve the baggage issue and ensure delivery to customers.
Deepak Chetry finally received his bags from IndiGo on Saturday, but only after an overnight wait outside Bengaluru airport. “We were only given a bottle of water and juice,” Chetry shared.
