Staff misbehaving with passengers

Kind Attn To : The Owner /Managing Director / Operations Manager / General Manager
Kuwait Airways
India & Kuwait.

Gentlemen,

I am deeply saddened and regret to bring this to your attention the extremely poor and unprofessional conduct of the Airport staff at Chhatrapati Shivaji International Airport, Mumbai, last night.

An elderly couple, senior citizens, both aged 61, with significant health challenges, were traveling from Mumbai to Kuwait to visit their daughter, an Associate Consultant OB-Gyne in Kuwait. The elderly male passenger is living with only one kidney, while the elderly female suffers from multiple medical conditions. Both experienced travelers travelled very widely around the world, yet were treated with a shocking lack of understanding and compassion by the staff at the Kuwait Airways counter.

The airport staff involved in this incident included:

Asad Shaikh: Responsible for managing the queue and arranging wheelchairs for passengers.

Bharat Kumar: The manager on duty who remained seated behind the counter and failed to provide assistance, despite being in a position to help.

Moksh Puthran: The counter staff who attended the couple, with instructions being relayed to her from a senior staff member from a distance as she is incapable of handling each & every work of passengers.

Despite being frequent travelers, the couple was treated there at the counter of Kuwait Airways as they were flying for the first time, and their requests were met with unprofessional behavior and mental and physical distress. The couple, who had checked in one piece of 26 kg. luggage and were waiting for their 2nd luggage piece; an orthopedic foldable mattress (weighing approximately 11 kgs) to be checked in, to which Moksh even put the sticker of fragile to pass it on the belt, but her seniors signaled her from distance not to pass this mattress and to demand passenger a sum of Rupees 4000 for it, which passenger uses as a medical support for them, under a necessity advised by their doctors). Although for 2 people, combined 2 luggage pieces were allowed, still Bharat Kumar insisted on collecting money for the 2nd baggage. This foldable ortho mattress is purchased for Rs. 2500, has never been objected to it by any other airline, given the medical circumstances of the passengers under humanity basis.

When Bharat Kumar & other staff were asked to provide the Airline’s policy regarding this subject & the amount of Rs.4000 under their calculation, the staff there failed to produce any relevant documentation to justify the fee on it. Furthermore, Bharat Kumar was asked to speak on the phone with the elderly passengers’ son Dr. Arbaab khan (who is a Maharashtra Government’s Medical Officer) to explain the necessity of the mattress for medical reasons for this elderly couple, However, Bharat Kumar refused to communicate with the doctor on phone and responded harshly to the passengers displaying aggression and intimidation. This behavior of Bharat Kumar was recorded on the passenger’s phone, providing clear evidence of the misconduct by him.

Subsequently, Bharat Kumar, Asad Shaikh, Moksh, and other senior female staff members, attempted to intimidate the passengers into deleting the video. They threatened that failure to comply would result in the passengers being denied entry to their flight, one of their friends a female police officer was called in, who was telling passenger to delete this video from his mobile but when the passenger insisted on receiving a written order to delete the video to that police officer, she disappeared from the scene. This behavior was further witnessed by the CRPF staff, who acknowledged the inappropriate conduct by the Airport staff but suggested to the passengers to board their flight and file a complaint later after reaching the final destination.

The staff’s actions raised significant concerns regarding their professionalism ? The team was unable to properly measure or document the dimensions of the mattress, which you can easily find in the footage of cctv of the Airport, a simple task that would have clarified the situation there by a single person, why it was supported by many staff there? just to put pressure on passengers to accept whatever they are saying It is correct, where it was not, to note that they were troubling passengers instead of providing reasonable assistance, they chose to bully and intimidate the elderly passengers or senior citizens of India.

We request you to investigate this incident and take appropriate legal action against them to punish them the toughest punishment by the law of our country, which they deserve for their involvement in this unprofessional and distressing behavior and the mental and physical distress caused by the refusal to provide basic assistance, such as for not providing wheel chair for about one hour or even more than it, and the threats to bar entry to the flight for failing to delete a video, constitute severe mistreatment, please confirm what is the position of Bharat Kumar with Kuwait Air at the Airport, is he the manager there or assistant manager there?

We would appreciate it, if you could confirm the legal steps you intend to take in response to this serious issue. Additionally, we urge you to ensure that such behavior is not repeated and those staff are taught the best lesson by the law of our country to handle situations involving elderly or medically vulnerable passengers with the respect and care they deserve.

The dimensions of the mattress professionally measured fall within the limit mentioned on the website of kuwait airways . However Bharat kumar & his other staff extrapolated the measurements to show that the luggage exceeded the allowable size limit following which Bharat Kumar aggressively told to all his staff in front of CRPF (Mr.Yadav & his team) that if they will not support him to delete his video from the mobile of passenger, then he will screw each of them very strongly to the toughest level.

Please confirm, are they appointed at the Airport to support travellers or to put hurdles in their journey? or to threaten passengers to follow their unprofessional behaviour?

If Bharat Kumar & all his staff had not done anything wrong, then for what reason or why he/they were worried from the video of this passenger which was recorded by the passenger?

Please pass us the footage of the cctv enabling us to pass it to the concerned higher authorities in India & other country to request them for their toughest action and punishment as per the law of our country to all of them whoever were partners to each other in the crime of mental & physical torture to this elderly/senior citizens of India.

Last but not the least, we request you to send all those staff for their medical check up to check where there is some presence of alcohol or any kind of drug in their blood for which they are habitual and they were under it’s influence while torturing elderly passengers on their duty hours and do they regularly have alcohol or any kind of drug under which they cannot perform their duties as a normal person?

Your soonest reply to this subject will be highly appreciated.

Truly,
Altaf A. Khan

Note : Please find attached pic of your employee Bharat Kumar who mentally & physically torturer elderly couple with his staff at the Mumbai Airport.

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