| Complaint filed by | |
| Complaint filed on | May 28th, 2024 |
| Complaint filed against | Air India express |
- Text of Complaint by Ankita Dash
I am writing to express my concerns regarding the passenger assistance I received at Mumbai Airport on May 19, 2024. My Air India Express flight PNR was 64JX5K.
My flight from Bhubaneswar to Bombay was delayed, resulting in a tight connection for my flight to Ahmedabad. I faced significant difficulties due to the lack of timely assistance and clear information regarding my connecting flight.
I must express my disappointment with the conduct of one of your attendants, Ms. Khyati Rathod, during my transit at Bombay. Despite the airline’s delay, resulting in a significantly reduced connection time, Ms. Rathod’s response was unprofessional. Her verbal abuse and threats added unnecessary stress to an already challenging situation.
Furthermore, I found the lack of assistance and guidance offered by Ms. Rathod to be concerning. Despite my attempts to seek clarification and support regarding my connecting flight, her conduct remained confrontational and unhelpful.
While delays are an unfortunate reality of air travel, the initial delay from Bhubaneswar to Bombay further complicated the situation. However, what exacerbated the experience was the inadequate communication and support provided during the transition.
As a passenger with severe asthma, the stress and anxiety nearly triggered an asthma attack, posing a significant risk to my health.
I request the following actions be taken:
1. A formal apology from Ms. Khyati Rathod for her unprofessional behavior.
2. A review of the circumstances that led to this incident to ensure no other passengers face similar issues.
3. Appropriate action to be taken against Ms. Rathod to prevent such incidents in the future.
I have call recordings with Ms. Rathod as evidence. I urge the airport management to review how such situations are handled to ensure passengers receive adequate support. If my concerns are not addressed, I will share this incident on social media and pursue further action.
Thank you for your attention. I look forward to your prompt response.
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