A social media post about a damaged bag has ignited a wider debate about airline responsibility and consumer rights in India. The post, shared on X by user Ashutosh (@sonasingh46), described damage to his sister’s hard-shell Mokobara bag after an IndiGo flight.
Photos shared in the post showed a deep, spider-web crack across the olive-green bag, which Ashutosh said cost approximately ₹8,000. A damage report issued at the airport offered a settlement of ₹4,500 or a replacement Safari bag, well below the original purchase price.
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Ashutosh tagged both IndiGo (@IndiGo6E) and India’s aviation regulator (@DGCAIndia) in his post. “My sister flew with @IndiGo6E, and they broke her bag. The bag is a Mokobara bag that I got at around 8k. They are offering her a safari bag or 4500 INR as per their policy. What kind of policy is this? Consumer safety is a joke in this nation. @DGCAIndia??”
My sister flew with @IndiGo6E and they broke her bag. The bag is a Mokobara bag that I got at around 8k.
They are offering her a safari bag or 4500 INR as per their policy. What kind of policy is this. Consumer safety is a joke in this nation. @DGCAIndia ?? pic.twitter.com/SpLtqUWq4R” Ashutosh (@sonasingh46) April 28, 2026
How did others respond?
The post drew responses from other travellers with similar experiences. One user wrote, “All these airlines are no response policy.. especially Indigo playing monopoly game..so they don’t need Consumer feeling they just need to make money….not even response same with me i request for fragile tag but they decline and break down my valuable bottles with luggage..of the worst ever and cheap service.”
Another recounted that ground staff had “the audacity to offer me 2.5k coupon!” despite severe damage to a bag that had survived over 20 international trips. A third commented, “You’re lucky. Air India, in an international flight, offered $15. You can never get a commensurate comp for a designer bag. Even if it’s an LV, you’ll still get the same Rs. 4,500. Too bad.”
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The other side
Not all responses were critical of the airline. One user argued: “When you check in a bag, you give up liability for the bag. Read the terms and conditions. Any airline globally isn’t required to pay you much; you can choose to take insurance,” adding that “Mokobara bags break easily.”
Another commenter advised, “They did the same with me. Do not accept it and lodge a complaint with the Consumer Affairs Forum. Then they will give the amount of the bag or a new bag.”
