Bengaluru software engineer hacks IndiGo’s website to retrieve his lost luggage, netizens call it an epic way to get query resolved
Chandigarh, March 30
An Instagram user on March 28 narrated his whole story of luggage swapping and pointing out loopholes in website of IndiGo airline.
Nandan Kumar, a software engineer by profession, while returning to Bengaluru from Patna got his luggage swapped with a co-passenger.
“So, I travelled from PAT – BLR from indigo 6E-185 yesterday. And my bag got exchanged with another passenger. Honest mistake from both our ends. As the bags were exactly the same with some minor differences,” Nandan wrote in the tweet.
Soo I traveled from PAT – BLR from indigo 6E-185 yesterday. And my bag got exchanged with another passenger.
Honest mistake from both our end. As the bags exactly same with some minor differences. 2/n
— Nandan kumar (@_sirius93_) March 28, 2022
Nandan tried to get the issue resolved by contacting customer care of the airline but the officials kept on procrastinating. He even asked phone number of the co-passenger, as he had got PNR number of the traveler on the bag, but airline denied calling it a breach of privacy.
“Long story short I couldn’t get any resolution on the issue. And neither your customer care team was ready to provide me with the contact details of the person, citing privacy and data protection,” Nandan added.
So long story short I couldn’t get any resolution on the issue. And neither your customer care team was not ready to provide me the contact details of the person citing privacy and data protection . @Ankurkrtweets take note of this, it gets interesting😝
5/n— Nandan kumar (@_sirius93_) March 28, 2022
After waiting for over a day, Nandan decided to uphold the issue on his own. He invaded the website of IndiGo airline and took advantage of bug in website to fetch details of co-passenger, who he got his luggage exchanged with.
“After all the failed attempts, my dev instinct kicked in and I pressed the F12 button on my computer keyboard and opened the developer console on the @IndiGo6E website and started the whole check-in flow with network log record on,” he wrote.
So now, after all the failed attempts, my dev instinct kicked in and I pressed the F12 button on my computer keyboard and opened the developer console on the @IndiGo6E website and started the whole checkin flow with network log record on.
9/n— Nandan kumar (@_sirius93_) March 28, 2022
Ultimately, Nandan was able to retrieve his bag by meeting the person who was thankfully in close proximity of his location. He also asked IndiGo airline to get the website flaw issue addressed.
Dear,@IndiGo6E take note
1. Fix your IVR and make it more user friendly
2. Make your customer service more proactive than reactive
3. Your website leaks sensitive data get it fixed.— Nandan kumar (@_sirius93_) March 28, 2022
IndiGo responded with a note claiming that they were sorry for the inconvenience caused and assured that the website had no security lapses.
— IndiGo (@IndiGo6E) March 29, 2022
Nandan shared this whole story in a long thread of tweets. People hailed this ultimate way of getting an issue resolved.
In my career of 15 years in aviation this is surely the most amazing and epic way a passenger has resolved his query on his own. I shall surely contact you in the future if i ever need any specific info🤦🏻♂️. Hats off👏🏼
— Siddharth Agarwal (@discoversidd) March 28, 2022
