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IndiGo website hacked by techie to locate luggage airline staff couldn’t help find

IndiGo, which had to cover the PR disaster, claimed the company was sorry for the inconvenience but the website had no security lapses

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A passenger of an IndiGo flight from Patna to Bengaluru, on getting no cooperation from the airline staff in locating his luggage, hacked into the website of the company to check its luggage bookings. Nandan Kumar tweeted that he was on the flight from Patna to Bengaluru on IndiGo flight 6E-185 on 27 March when some co-passengers mistook his luggage for theirs and he could not get the IndiGo staff to retrieve his belongings.

Kumar tweeted that luggage getting exchanged was a common mistake on flights, especially when more than one piece of baggage has the same colour and appearance.

“Honest mistake from both our end. As the bags exactly same with some minor differences,” Kumar wrote.

When he reached his house in Bengaluru, his wife pointed out the mistake, which he was himself unable to detect at the airport. “I realised it only after I reached home when my wife pointed out that the bag seems to be different from ours as we ’t use key-based locks in our bags,” Kumar said.

The passenger first reached the IndiGo customer desk where the staff could not help. “After the call did not work, the agent assured me that they will call me back when they are able to reach the other person,” Kumar said.

Then he hacked the airline’s website. The next day, Kumar started digging into IndiGo’s website trying the co-passengers PNR which was written on the bag tag, hoping to get the address or contact number.

This attempt by Kumar failed too. Then he said he pressed the F12 key on his computer keyboard and opened the “developer console on the IndiGo website started the whole checking flow with network log record on”.

Finally, Kumar found the phone number and email id of his co-passenger.

“Thankfully I was able to reach my co-passenger with the phone number I got from the logs and luckily we lived in a proximity of 6-7 KMS,” Kumar wrote.

Not only did Kumar retrieve the contact details of his co-passenger but he also gave a piece of advice after finding loopholes in the airline’s website. Kumar addressed IndiGo, saying, “Fix your IVR and make it more user friendly; Make your customer service more proactive than reactive, and Your website leaks sensitive data get it fixed”.

IndiGo responded with a note, claiming that they were sorry for the inconvenience caused and assured us that the website had no security lapses.

Kumar dug out the co-passenger’s address and contact number from the IndiGo website. Then he talked to the person who had his suitcase who, incidentally, happened to live near his house. They exchanged baggage.

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