Unprofessional Conduct of Ground Staff at Mumbai Airport (Flight WY204 on 26th April 2025)

I am writing to bring to your attention a distressing incident that occurred during my recent travel, which warrants your urgent attention and appropriate action.
My wife and I were booked on Oman Air flight WY204 on 26th April 2025, scheduled to depart at 2:50 PM (India time). Our seat numbers were 18B and 18C. At the check-in counter, we were informed that Gate 69B would open at 1:50 PM for boarding. As we had arrived early, we took the opportunity to visit the duty-free area and completed our shopping by 2:15 PM. While proceeding to the gate, my wife suddenly fell unwell and had to use the washroom. During this time, the gate staff called us, and we informed them of the situation.
We reached the gate between 2:30 and 2:35 PM, and were met with hostility from a staff member—who we later learned from a colleague is named Manish. To our dismay, he began shouting at us, accusing us of delaying the flight, and told us we would be offloaded. His approach lacked both empathy and professionalism, and his tone was entirely inappropriate. As a long-standing customer of Oman Air, I was shocked and disappointed by this conduct. When I requested to speak to a supervisor, he dismissively claimed to be in charge.
Such behavior is not reflective of the standards expected from an airline of your repute. Moreover, this incident occurred in full view of other passengers, further amplifying the embarrassment and discomfort caused. I must question whether adequate training in customer service and conflict resolution is being provided to staff representing your brand at such crucial touchpoints.

• ← Missed flight cause by the receptionist worker
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