Food at lounge at Mumbai airport

Subject: Formal Complaint Regarding Misconduct, Discrimination, and Miscommunication at Adani West Lounge, Mumbai International Airport

Dear Sir/Madame,

I am writing to formally lodge a complaint about my recent experience at the Adani West Lounge, Mumbai International Airport, involving an employee named Trupti on 28th Of November 2024 at 22:00 roughly.

During my visit, I was provided with incorrect information and misguidance. Trupti informed me that the West Lounge was exclusively for first-class and business-class passengers and implied that it was superior to the East Lounge. Additionally, despite the option for chargeable lounge access, I was not offered the option to access the paid first-class lounge, which, while slightly more expensive, should have been presented as an alternative.

Due to the poor treatment I received and the lack of professionalism, I was compelled to cancel the paid lounge access for the non-first-class option, which cost ₹7,654.00 for two people. This was not a decision I made lightly, but I could not proceed given the way I was treated.

To add to the frustration, when I requested an email address to file a complaint, I was given customerservices@semolinakitchens.in, which turned out to be invalid and resulted in bounced-back messages. I have attached a photo of the handwritten email address for your reference.

I strongly believe that Trupti’s behavior was discriminatory and influenced by my skin color, leading her to assume I could not afford the facilities of the West Lounge. This treatment left me feeling humiliated and disrespected. Discrimination and lack of professionalism are unacceptable and go against the principles of customer service.

I request a thorough investigation into this matter and appropriate action to address the issues raised. Additionally, I would appreciate a written apology, a reimbursement for the canceled lounge access, and a clear explanation of your lounge policies to ensure no other customer faces such treatment in the future.

Thank you for your attention to this matter. I look forward to your prompt response.

Sincerely,
Sanjay Karavadra