Complaint Regarding Misconduct and Humiliation at Boarding Gate – Request for Action

06-12-25
To
The Airport Authority Bengaluru/Delhi
Subject: Complaint Regarding Misconduct and Humiliation at Boarding Gate – Request for Action
Dear Sir/Madam,
I, Sampath Kumar Ramaiah, passport number AH902035, wish to bring to your notice a deeply distressing incident that occurred on 24th November 2025 at the Bengaluru International Airport, while boarding Cathay Pacific Flight CX380 to Hong Kong (HKG) and onward to Shanghai (PVG) for a coating exhibition.
I reached the airport with my son and my Business Head and completed all procedures, including customs clearance. I arrived at the final boarding gate at around 14:35, well within the scheduled boarding time (Boarding: 14:25, Departure: 15:05).
I am currently the Managing Partner of M/s Huecoats Industries, Peenya, Bengaluru. In 2018, I was diagnosed with Spinal Cerebellar Ataxia – Type 3, a neurological condition that affects balance and coordination, due to which I require physical support while walking. All relevant medical documents were available with me.
At the boarding gate, the officer on duty displayed extremely rude, disrespectful, and unprofessional behaviour. He alleged that I was drunk, despite my repeated explanations regarding my medical condition. He even checked for alcohol smell and found none, yet continued insisting the same.
As a patient of Spinal Cerebellar Ataxia – Type 3, I cannot walk steadily without support, which is a medically established symptom. However, the officer mocked me, laughed at me, and said he would not allow me to board the flight. Despite our repeated requests, he refused to call his senior officer or review my medical documents. He then forced me to walk without assistance, causing immense humiliation and mental distress. Even after I tried my best to walk unaided, he was still not satisfied and asked my Business Head to board the flight without supporting me.
The entire incident prolonged for nearly 15 minutes, which should be clearly visible in the CCTV footage at the Cathay Pacific boarding gate on 24th November 2025.
Finally, after repeated requests, I was allowed to board the aircraft. In contrast, the treatment I received at Hong Kong and China was highly respectful, and I was given priority assistance due to my condition. It is extremely disappointing that such insensitivity occurred in my own country, due to the unprofessional behaviour of the officer concerned.
This incident caused me severe emotional distress, humiliation, and harassment. As a passenger with a documented medical disability, I should have been treated with dignity and compassion—not subjected to ridicule and disrespect.
I request you to kindly:
1. Review the CCTV footage from the boarding gate for Cathay Pacific Flight CX380 on 24th November 2025.
2. Identify the officer involved and take appropriate disciplinary action against him for misconduct and wrongful behaviour.
3. Provide me a written response within one week regarding the action taken.
Please note that I reserve my right to pursue legal action against all responsible authorities, including the airline and airport personnel involved.
I am attaching my medical treatment documents, passport copy, and boarding pass for your reference and necessary action.
I trust that appropriate steps will be taken to ensure such incidents are not repeated and that passengers with medical conditions are treated with the dignity they deserve.
Thanking you,
Yours sincerely,
Sampath Kumar Ramaiah
Passport No: AH902035
Phone Number 9845467319
Email Address sampathkumar566@yahoo.co.in

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