Summary
- IndiGo’s negligence cracked a passenger’s luggage, sparking a viral Twitter post ridiculing their poor handling practices.
- Passengers voiced outrage at similar shoddy baggage handling experiences by Indian airlines, resulting in a fast response by IndiGo.
- Latest rules on expedited baggage handling may lead to more instances of harm as a consequence of rushed handling practices.
An IndiGo passenger on a flight from Bangalore to Delhi was greeted with a shocking sight on the carousel. Your entire shell of her cyan-colored hard-shell luggage was marred by a big crack, rendering the bag almost unusable.
The tweet and IndiGo’s response
The passenger took to Twitter and posted an image of her luggage with a snarky caption, thanking IndiGo for taking excellent care of her luggage.
Photo: BoeingMan777 | Shutterstock
The Twitter user’s sarcastic post thanking IndiGo has since gone viral in India. It has been viewed greater than 306,200 times, received 254 replies, and been retweeted 185 times. Many replies are humorous and sarcastic, while others are outraged on the destruction of private property.
A standard factor among the many replies is that many individuals have experienced the identical kind of shoddy baggage handling by multiple leading Indian airlines. IndiGo replied to the tweet swiftly, with a customer support agent ensuring that the airline would investigate and get back to the passenger.
Many passengers spoke about their experiences. One commenter advised the unique poster not to go away the airport until they filed an official criticism with an airline customer support representative on site. They claimed that the airline would use the dearth of an official criticism to disclaim paying the passenger compensation.
In 2022, baggage mishandling rates increased by nearly 50% from 4.35 bags per 1000 to 7.6 bags per 1000. While it could seem that airlines are getting more careless with the non-public belongings of their passengers, the mishandling spike is as a consequence of staff shortages following COVID-19 layoffs with inexperienced personnel coming onboard.
The incident appears to be a run-of-the-mill baggage mishap, not a malicious one. That differs from other baggage mishandling stories which have gone viral, including the video of American Airlines baggage handlers tossing bags on flight AA2313 last yr. One other similar event in 2022 led Qantas to launch an investigation.
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The incident followed almost 500 cancelations as a consequence of bad weather in North Texas.
A results of expedited baggage handling?
Last month, India’s Bureau of Civil Aviation Security (BCAS) conducted an experiment at six Indian airports to trace baggage arrival times. The outcomes showed that the bags delivery wait times were unacceptable. The BCAS then told the seven carriers, Air India, IndiGo, Akasa, SpiceJet, Vistara, Air India Express Connect, and Air India Express, to vary their baggage handling procedures.
Photo: IndiGo
The BCAS then introduced a brand new rule, which states that the primary bag must be delivered to the carousel inside 10 minutes of engine shutdown, and the last needs to be on the belt inside half-hour. The rule can be enforced at every airport where the carriers operate.
The rule is an element of an effort to carry carriers to the Operation, Management, and Delivery Agreement’s service quality requirements. It goals to enhance wait times and passenger satisfaction across airports in India.
Nonetheless, baggage handlers at the moment are forced to work faster while loading and unloading luggage, which suggests less attention to detail and more incidents of luggage mishandling. That would account for this IndiGo passenger’s broken luggage.
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The airline also desires to cater to passengers who travel light.