| Complaint filed by | |
| Complaint filed on | May 31st, 2025 |
| Complaint filed against | Akasa airlines |
- Text of Complaint by Aeshwari Deo
Dear Customer Care,
I am writing to formally raise a complaint regarding the distressing and unprofessional treatment faced by me and my sister while traveling on [Flight Number- QP1410] from Mumbai to Delhi on 18.05.25.
Despite both being on the same flight, we were issued separate PNRs, and your staff refused to adjust or accommodate their slightly overweight cabin bags. Instead of offering reasonable solutions, your ground staff pressured and emotionally manipulated us by saying statements like:
> “Ma’am, you should cancel your flight because this won’t happen.”
“I’ll not let you board this flight”, “You’re very late you should cancel your ticket”.
Your female staff not only commented these but also were not giving any information which I was enquiring about- extra charges, ticket refunding/cancellation, next flight.
While I was enquiring about the charges she was talking on phone, ignoring us. Speaking in Marathi which we’re not familiar with.
This is not only unacceptable and unprofessional, but it also left us — who were already under time pressure and preparing for an onward international journey to Russia later the same day — in a state of panic and emotional distress.
Despite the possibility of adjusting cabin baggage between them, your team:
Forced both cabin bags to be checked in, even though only one was overweight (9.8kg).
Charged an excessive ₹16,700/-, including 12kg overweight on the main two check-in bags, without offering flexibility or a single combined bag option.
Made no effort to resolve the issue calmly or **respectfully**.
This kind of behavior — coercive, inflexible, and exploitative — is unfortunately not the first time I’ve seen this reported about your airline. It reflects poorly on the brand and seriously questions the training and empathy of your staff.
I urge you to:
1. Investigate this incident immediately, including staff behavior at the check-in counter on 18.05.25, Mumbai Airport T1, Flight QP1410
2. Refund the unjustified excess baggage charges, which were imposed under undue pressure.
3. Issue a written apology to my sisters for the emotional harassment and distress caused.
Attached are the relevant boarding passes, payment receipts, and further documentation if required.
I trust that you will treat this matter seriously and respond promptly. **And atleast train your staffs to show respects towards customers**
Sincerely,
Aeshwari Deo
+916200974505
[Booking Details – pnr- K7E3RZ, flight- QP1410
