'My mother was robbed in IndiGo flight, crew refused to help,' claims Mumbai woman in viral post; airline responds

‘It’s thanks to fellow passengers who supported mom that she got her stuff back,' the woman added.

In a recent incident, Trisha Shetty, founder of SheSays claimed that her mother was ‘robbed’ in an IndiGo flight and the airlines did not handle the situation properly.

In a post on X, Shetty wrote, “Dear @IndiGo6E my mom got robbed on your flight 6E 17. Flight crew kept her handbag in the overhead. When she fell asleep, a passenger took her bag. Luckily she woke up when he was replacing her bag. Your crew refused to help her file a complaint. They made excuses for thief.”

In a follow-up post, she added, "It’s thanks to fellow passengers who supported mom that she got her stuff back. Many other passengers complained that the thief was also going through their stuff. Your crew handled the situation terribly. Hoping to have this resolved, being robbed mid air is deeply troubling.”

Upon the post going viral on social media, Indigo replying to her concern wrote, “Ms Shetty, we are concerned to hear this and wish to connect with you regarding the same. Requesting you to please share your contact details via DM so that we may assist you at the earliest.”

The airline further added, “We assure you that our crew promptly addressed the situation by requesting her to verify her belongings, and she confirmed that nothing was missing.”

Further explaining that the crew on board offered to assist regarding the entire issue, the airline said, “The crew also explained that she could choose to file a formal complaint upon arrival, for which she would need to be present in person, and they respected her decision not to pursue the matter further due to her connecting flight.”

The airline also mentioned that as per protocol, their security staff is also available near the aircraft upon arrival to assist customers if required.

As per a recent AirHelp survey findings, IndiGo has been ranked at the 103rd position among the 109 airlines, with a total score of 4.80.

However, IndiGo in a statement said the data published in the survey does not report the sample size from India, and neither takes into account the methodology or compensation guidelines used by the global aviation industry – "casting a doubt on its credibility.”

Several users too have commented on the viral post highlighting the discrepancies they have faced with the airlines on a regular basis.

One user wrote, “IndiGo6E offers the worst customer experience, they simply don’t care because they don’t have a competition. Sadly, we don’t have much choice either, as Air India is still far behind in domestic operations. It’s high time for better options in Indian aviation.”

Another user aid, “IndiGo6E crew also rude & ill-mannered. Yesterday 6E6103 from Kolkata to Dibrugarh, when fellow passenger requested drinking water, rude airhostess replied 'I have 2 hands only'! Hospitality and attitude lacking!”

(With PTI Inputs)