| Complaint filed by | |
| Complaint filed on | April 5th, 2026 |
| Complaint filed against | Saudia Airlines |
- Text of Complaint by Nisarg Nagar
Dear Sir / Madam,
I am writing this letter to formally lodge a serious complaint against the ground handling and check-in staff of Saudia Airlines at Chhatrapati Shivaji Maharaj International Airport, Mumbai (BOM), whose unprofessional conduct, lack of support, and procedural failures directly resulted in my missing Flight SV773 from Mumbai to Jeddah on Sunday, 08 February 2026, as well as my onward connecting flight from Jeddah to London Heathrow.
This incident caused me significant financial loss, emotional distress, disruption to my travel plans, and forced me to make emergency alternative arrangements to return home.
Passenger & Flight Details
Airline: Saudia Airlines
Flight Number: SV773
Route: Mumbai (BOM) – Jeddah (JED) – London Heathrow (LHR)
Date of Travel: Sunday, 08 February 2026
Scheduled Departure (Mumbai): 03:00 hrs
Airport Arrival Time: 12:30 hrs (well in advance)
Timely Arrival and Compliance with Check-In Requirements
I wish to clearly state at the outset that I arrived at Mumbai Airport at approximately 12:30 hrs, which was well over two hours prior to the scheduled departure, fully complying with Saudia Airlines’ published check-in and boarding requirements. I joined the designated Saudia Airlines check-in queue promptly and waited patiently for my turn.
At no point was I late, negligent, or non-compliant with airline instructions.
Baggage Details and Initial Interaction at the Check-In Counter
I was traveling with a total of four (4) bags, consisting of:
Two (2) bags intended for check-in, and
Two (2) bags intended as cabin baggage
Upon reaching the check-in counter (L10), my baggage was weighed by the check-in handler, after which I was informed that my checked-in baggage exceeded the permitted weight allowance and that I would be required to pay excess baggage charges.
In good faith, and in an effort to avoid excess charges, I politely proposed redistributing some of the excess weight from my checked baggage into my cabin baggage, which is a commonly accepted practice across international airlines. This proposal was initially accepted by the check-in counter handler, and I proceeded accordingly.
Sudden Change in Position and Conflicting Instructions
After I complied and redistributed my luggage as advised, I was informed that my ticket had limitations on the number of cabin baggage items, and I was once again instructed to pay excess baggage charges. This reversal, after previously approving the redistribution, caused confusion and unnecessary delay.
Despite this, I accepted the requirement to pay the excess baggage charges, demonstrating my willingness to comply fully with airline policy.
Escalation of Pressure, Panic, and Counter Closure Threats
At this stage, time was rapidly passing, and instead of assisting efficiently, the check-in counter staff began pressuring and panicking me by repeatedly stating that the counter was about to close. The tone and manner of communication were unprofessional, stressful, and dismissive.
Both the Team Leader and Duty Manager present at the counter showed no willingness to facilitate a resolution despite the situation clearly being caused by internal process failures rather than passenger delay.
Unattended Payment Counter – A Critical Failure
I was instructed by the check-in staff to proceed to the Saudia Airlines payment counter to settle the excess baggage charges. Upon reaching the payment counter accompained by Pravin Ravate, I discovered that it was completely vacant and unattended, with no staff present to accept payment.
I immediately returned to the check-in counter and informed them of this issue. Instead of assisting or arranging an alternative solution, I was instructed to make payment via UPI or barcode-based online payment.
Inability to Use UPI as a Foreign Traveller
I clearly explained to the staff that I am a foreign traveller and do not possess an Indian bank account linked to UPI services. This fact was ignored. In desperation, I attempted to contact friends and relatives by phone to arrange payment on my behalf, wasting precious minutes while no Saudia Airlines staff took ownership of resolving the issue.
Contradictory Advice and Refusal to Assist
As the boarding time approached, the same check-in handler then advised me not to make any payment, stating that it would not be refunded if I missed the flight. This contradictory guidance further added to the confusion and distress.
I pleaded with the Team Leader, identified as Kavita Mam, requesting her intervention to find a practical solution. Her response was dismissive, stating that if payment was not made immediately, I would not be permitted to board, and that the matter was “not in their control”.
I also requested assistance from the on-site Duty Manager, who similarly refused to help, repeatedly insisting on “procedure and process” without any attempt to resolve the airline’s own operational failures—namely, an unattended payment counter and lack of alternative payment arrangements for foreign passengers.
Forced Missed Flight Due to Staff Negligence
Ultimately, despite arriving on time, cooperating fully, and making every reasonable effort to comply, I was denied check-in and forcibly caused to miss my scheduled flight. This was not due to any fault on my part, but entirely due to:
Poor coordination among Saudia Airlines ground staff
An unattended payment counter
Inflexible and hostile staff behavior
Lack of consideration for foreign passengers
Deliberate delay tactics until counter closure
The individuals involved include:
Kavita Mam – Team Leader
Pravin Ravate – Check-In / Baggage Handling Staff
Check-In Counter Handler at L10
On-site Duty Manager
Consequential Losses and Emotional Distress
As a direct consequence of this incident:
I missed Flight SV773 from Mumbai to Jeddah
I missed my connecting flight from Jeddah to London Heathrow
I incurred significant emotional distress, humiliation, and anxiety
I was forced to book an emergency one-way ticket with Virgin Atlantic at a substantially higher fare to return home
I suffered financial losses including airfare, accommodation disruption, and associated expenses
Request for Compensation and Corrective Action
In light of the above, I formally request the following:
Full refund of my unused Saudia Airlines ticket fare
Reimbursement of the emergency Virgin Atlantic airfare purchased due to Saudia Airlines’ negligence
Appropriate financial compensation for inconvenience, distress, and service failure
A formal written apology from Saudia Airlines
A thorough internal investigation into the conduct of the staff involved
Confirmation of corrective measures to prevent such incidents, especially for foreign travellers
Closing Statement
This experience has severely damaged my trust in Saudia Airlines. As a passenger who followed all rules, arrived well in advance, and cooperated fully, I find it unacceptable that I was treated with indifference and hostility, and ultimately denied travel due to failures entirely within the airline’s control.
I expect this complaint to be treated with the seriousness it deserves and look forward to a prompt, fair, and written resolution within the stipulated customer service response timeframe.
Yours faithfully,
Nisarg Nagar
