| Complaint filed by | |
| Complaint filed on | February 7th, 2025 |
| Complaint filed against | Oman Air |
- Text of Complaint by Chitra Iyer
My 70 year old mother was disrespectfully treated by an Oman Air staff member, who refused to let her board the plane largely due to a power struggle. They demanded random documents from her and then refused to see it in her mobile phone, demanding bank account statements, knowing how much money she was carrying, laughing at her for only carrying 40 dihrams, forcing her to book hotels in dubai (all after knowing that she had a valid uae visa and Indian passport and details of relatives she was going to stay with). They made her stand on the side for over 2 hours (despite wheelchair assistance), and then said the counter is closed, come tomorrow! Who treats others, let alone an elderly, like this? The airline tickets were booked by a third party site (cleartrip) and now the airline is refusing to refund the flight cost, and cleartrip will only refund if the airline refunds its fees and charges. Why should we have to pay for this nonsensical disrespectful treatment?
I got an email from them yesterday with no apology for the disrespectful treatment, no accountability for their staff’s behavior, just blaming us (for not having hotel bookings) and quoting “Immigration Security Protocol” and “Conditions of Carriage.” My mom was planning to stay with a relative and had all his information, contact, and address with her. All her bank information had been provided at the time of visa application and to the airline crew member at Mumbai airport. She provided them with the rental agreement but they refused to accept it as it was in ink! I am aware about the recent changes in visa requirements and the increase in UAE visa rejections happening currently for Indian citizens. But, my mom had a valid current visa, alongwith confirmed return tickets, relative’s information (UAE card and rental agreement) and sufficient funds to cover her expenses. She got the visa by submitting valid documents, including bank statements and address proof of the relative’s address she was planning to stay with.
After Oman Air refused to let her board, my mom had to lug the 30 kgs bag and find a travel agent and book tickets with another airline. She submitted the same documents to the other airline the same day, after 2 hours of interacting with Oman Air’s immature arrogant staff, and travelled in a breeze. The other airline did not ask for residence proof or check my mom’s bank accounts or make fun of her in front of others. She made it to Dubai the same day with the same documents and the experience with another airline was nothing like Oman Air. So No I don’t agree the reason was “immigration safety protocol” or “immigration regulations,” it was their staff’s ego and poor emotion regulation. If it were really UAE immigration protocol like they claim, it would have been the same for all airlines.
My mom had to bear unnecessary embarrassment, stress and worry because of the Oman Air crew, pay way more and rebook a second flight, and now have to deal with their guest relations team who don’t care to hear the customer story or take any responsibility. Please help us get the money we rightfully owe.
