| Complaint filed by | |
| Complaint filed on | December 13th, 2025 |
| Complaint filed against | Air India |
- Text of Complaint by Mrs Megha Dave
I am writing to formally lodge a complaint with both Air India and the Mumbai Airport authorities regarding serious and unacceptable service failures experienced during my transit on 30 November 2025.
On this date, my originally scheduled 3.5-hour connection in Mumbai was reduced to 2.5 hours due to repeated schedule changes, followed by a further 30-minute delay prior to landing. Disembarkation occurred at approximately 4:30 AM, leaving an already inadequate amount of time to complete mandatory transit formalities.
At immigration, only two officers were assigned to OCI holders. Their processing was extremely slow, and at one point, both officers left their counters unattended, leaving passengers without guidance or assistance. There was no queue management system, resulting in disorder, passengers jumping queues, and growing frustration. When this was raised with the officers, passengers were explicitly advised to “jump the queue” or ask others to let them go first, which is wholly inappropriate and unprofessional.
At the baggage re-check, I was bluntly informed that missing my onward flight would be entirely my responsibility, despite the delays being clearly outside my control. This response demonstrated a complete lack of accountability and customer care.
At security screening, despite my boarding pass being placed correctly in the tray and ground staff urgently calling passengers for our departing flight, a female security officer required me to leave the queue and retrieve the boarding pass unnecessarily. This action caused further delay and significant distress and showed a lack of situational awareness and urgency.
Additionally, no airport buggies were made available, despite the extremely tight connection time. My onward flight was scheduled for 6:30 AM, yet at 6:20 AM I was still running toward the gate alongside other passengers and a ground staff member. Several families with young children were unable to do so and, as a result, missed their flights. For an international airport, this level of operational failure, lack of passenger support, and absence of contingency measures is entirely unacceptable.
I suffer from depression and anxiety, and this experience caused severe and unnecessary stress, significantly impacting what was meant to be a positive visit to India. The lack of empathy, coordination, professionalism, and basic passenger support throughout this journey falls far below the standards expected of both an international airline and a major international airport.
I expect this matter to be taken seriously and addressed with appropriate corrective action.
- No Mobile Signals
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