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Social entrepreneur Trisha Shetty, founder of the NGO SheSays, has accused IndiGo Airlines of mishandling a robbery incident involving her mother aboard one of their flights. According to Shetty’s post on social media platform X (formerly Twitter), her mother was robbed mid-flight on IndiGo flight 6E 17, and the airline’s crew allegedly failed to assist in filing a complaint.
In her post, Shetty described how her mother’s handbag was placed in the overhead compartment by the flight crew. When her mother fell asleep, a fellow passenger allegedly took her bag. Fortunately, Shetty’s mother woke up when the man was returning the bag, after which the incident was brought to the attention of the crew. However, Shetty claimed that the crew refused to help file a complaint, offering excuses for the thief’s actions.
Shetty wrote, “Dear @IndiGo6E my mom got robbed on your flight 6E 17. The 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 the thief.” She also expressed her gratitude toward fellow passengers who helped her mother during the incident. 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.”
IndiGo responded to Shetty’s allegations by acknowledging the concern and clarifying their actions. The airline stated, “Ma’am, thank you for taking the time to speak with us. We understand that Ms. Shetty raised a concern regarding a fellow customer attempting to access her cabin baggage during the flight. We assure you that our crew promptly addressed the situation by requesting her to verify her belongings, and she confirmed that nothing was missing.” IndiGo further explained that the crew had advised Shetty’s mother to file a formal complaint upon arrival, and they offered assistance from security staff if required. They added that the decision not to pursue the matter further was respected due to her connecting flight.
However, Shetty refuted IndiGo’s version of events, calling the airline’s statement “categorically false.” She claimed that the crew had questioned her mother about proof of the robbery and that other passengers had testified as witnesses. She also mentioned that the crew had shown empathy for the alleged thief and discouraged her mother from pursuing the matter further, suggesting that it would cause a significant delay in her travel plans. Shetty stated, “Your crew told her she would waste her entire day over police procedures. She asked if she could stay back and follow up. They said, pls leave the plane and ensure you don’t miss your connecting flight.”
The entrepreneur also criticized IndiGo’s crew for not providing adequate assistance to other passengers affected by the incident, including one who reportedly began crying after being seated next to the thief. Shetty described the airline’s response as victim-blaming and added that the crew discouraged her mother from filing a complaint, saying it would be a waste of time.
IndiGo’s response has sparked widespread reactions on social media, with many users expressing concerns about the airline’s handling of the situation. One user pointed out, “No airline in India will assist a passenger in a legal situation till it disrupts their operations.” Another shared a similar experience with Air India, stating that a suspect was handed over to CISF after a theft incident.
Shetty has announced that she is in the process of filing a formal complaint with the Civil Aviation Ministry, seeking accountability for the alleged mishandling of the situation.
This incident highlights concerns over in-flight safety and the responsibility of airlines to support passengers in legal matters. It also raises questions about the accountability of airline staff when it comes to ensuring the security and well-being of their customers.
Sources By Agencies
