Viral Video: IndiGo Airlines has once again landed in controversy, this time over damaged luggage and a tense passenger-staff confrontation. A traveler on a Delhi-Bengaluru flight via Chennai was shocked to find his suitcase broken upon arrival. When he questioned the ground staff, the discussion quickly turned heated. Instead of listening to his complaint, an airline staff member got upset about being recorded. He reportedly tried to take the passenger’s phone and even called the police. Frustrated, the passenger showed his broken suitcase and handbag handle, raising more concerns about IndiGo’s baggage handling.

In the viral video, the Indigo staff can be heard saying, “You can’t record me,” before stepping away to call the police. Meanwhile, the frustrated passenger responded, saying, “What kind of behaviour is this? I’ll show you. Now, what should I do with this bag? IndiGo staff has broken it. Call the police, bring them here.”

Watch The Viral Video: 

The viral video was posted on the social media platform X (formerly Twitter) by user '@ShravanRajSiddi.' The caption read, "Wow, what a help, Dear @IndiGo6E. See your staff’s amazing behavior—wow, great Indian airline! All my baggage is damaged after my journey from Delhi to Bengaluru via Chennai." The viral video received significant likes, comments, and views from social media users.

In response to the viral video, IndiGo apologized to the passenger in the comments and offered a voucher as compensation. The airline acknowledged the passenger’s frustration, stating that “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."

IndiGo issued a press statement on February 19, 2025, addressing the viral video, stating that they take such matters seriously and are reviewing the incident with the concerned team.

"Press Statement National, February 19, 2025: 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 the 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."

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