| Complaint filed by | |
| Complaint filed on | April 1st, 2023 |
| Complaint filed against | Air India |
- Text of Complaint by Tarasangeeta Upadhyaya
Boarding at gate 48 for the AI 131 from Mumbai to London on 31/3/2023 was grossly mismanaged.
People were corralled into an area prior to boarding but not actually allowed to board the plane as the access to the escalators were barred.
When people were allowed down from this holding area, there was no one at the bottom of the escalator to manage the crowd there as the aerobridge was still not in use. This caused a huge bottle neck at the foot of the escalator with a lot of crowding. There would have been a serious stampede with danger to life and limb as a result of sheer carelessness on part of the staff. People were crowded in a narrow space and passengers coming down the escalator had no where to go.
It was extremely dangerous and irresponsible of the staff to allow people past the boarding gate but not to actually move into the plane.
The whole idea of repeatedly and pointlessly rechecking boarding passes but not actually using the manpower to see to the safety of the passengers is a big failing on the part of the airline and airport staff. A very serious incident was averted only because of the quick thinking of a few passengers to keep the line moving forwards to allow passengers coming down the escalator to step off safely.
Extremely poor and dangerous lack of safety procedure on the part of staff. In a digital age where passes are scanned, staff can be better utilised to actually provide a meaningful, responsible and safe service.
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