| Complaint filed by | |
| Complaint filed on | August 14th, 2023 |
| Complaint filed against | Kenyan Airways |
- Text of Complaint by Ranjit Das
I am writing to express my deep dissatisfaction and disappointment with the unprofessional behavior and treatment I experienced during my recent flight with Kenya Airways.
I boarded the flight at Mumbai International Airport on 07.08.2023, with a scheduled departure time of 6:45 AM. I arrived at the check-in counter at 3:30 AM for baggage drop-off and to receive my boarding pass. However, the manner in which I was treated by the staff responsible for issuing boarding passes was highly concerning.
Despite providing all necessary travel documents, including my passport and visa, I was initially denied a boarding pass and told to wait until 5 AM due to the flight allegedly being full. This presented a significant inconvenience as I had a connecting flight from Kenya to Liberia that I needed to catch.
What was particularly distressing was that I observed other passengers who arrived after me being secretly issued their boarding passes, even though I had been waiting in line since 3:30 AM. This unfair and discriminatory treatment left me feeling humiliated and frustrated.
After numerous arguments, I was eventually granted a boarding pass. However, this delay caused me to rush through security checks and immigration clearance, almost I was about to loss my passport. However luckily I found it in time and boarded the flight.
I would like to bring specific attention to an employee named Ritesh, who works for BWFS and assigned in kenya airways counter . His rude and unprofessional behavior added to the overall distressing experience. I believe that passengers deserve to be treated with respect and fairness, regardless of the circumstances.
As a loyal customer who had booked my tickets well in advance, I find this incident deeply disappointing and a significant departure from the level of service and professionalism I have come to expect from Kenya Airways.
I kindly request a formal investigation into this matter and appropriate action taken to address the unprofessional behavior and discriminatory treatment I encountered. I believe that every passenger deserves a seamless and respectful travel experience, and I hope that my feedback will contribute to improvements in your services.
