| Complaint filed by | |
| Complaint filed on | August 29th, 2024 |
| Complaint filed against | Emirates Airlines |
- Text of Complaint by Dheer Prem Chhabria
Dear Respected Madam/Sir,
I hope this message finds you well. My name is Dheer Prem Chhabria, a 21-year-old student currently studying in the USA since 2022. I am writing to bring to your attention a deeply distressing and unacceptable incident that occurred at the Mumbai Airport on August 18th, 2024. This incident involves the reprehensible behavior and unjust excess baggage charge imposed by Emirates Airlines’ ground staff, which has left me not only financially burdened but also emotionally scarred.
As someone who has flown frequently across various airlines, I have always expected and relied on a certain standard of professionalism and fairness from airline staff. Unfortunately, what I encountered at the hands of Emirates Airlines’ ground staff at Mumbai Airport was nothing short of appalling. This incident has severely shaken my trust in the aviation industry, and I believe it is imperative that the authorities take the strongest possible action to prevent such abusive behavior from happening again.
On August 18th, I was traveling from Mumbai to Miami via Dubai. I had two checked-in bags, both under 23 kgs, one cabin baggage weighing 9 kgs, and a laptop bag—all within Emirates’ stated baggage policy. Despite my adherence to these guidelines, I was subjected to blatant harassment by a staff member named Mr. Nayab Adebi, who unjustly charged me for excess cabin baggage in a clear abuse of authority.
From the moment I approached the check-in counter, Mr. Adebi’s behavior was aggressively confrontational. He insisted that I pay for an additional cabin baggage, arguing that my laptop bag was not permissible—a claim that directly contradicts both Emirates’ baggage policy and common practice across all major airlines. His tone was not just unprofessional; it was hostile, belittling, and deeply disrespectful. He publicly humiliated me in front of other passengers, disregarding my concerns and my frequent flyer status with the airline. His ego-driven power play culminated in threats to discard my belongings and prevent me from boarding the flight if I did not comply with his demands.
Despite my repeated attempts to de-escalate the situation and even offering to discard the minimal 2 extra kgs I was carrying, Mr. Adebi continued his abusive behavior, demanding payment and escalating the situation unnecessarily. This was not merely a misunderstanding; it was a deliberate act of bullying and intimidation. The emotional distress and public humiliation I endured due to his actions are utterly unacceptable.
To make matters worse, another staff member, Ms. Siddhi Talekar, joined Mr. Adebi in this abhorrent behavior. Rather than intervening to resolve the situation, she chose to exacerbate it with her own brand of rudeness and dismissiveness. Their combined actions were not only unprofessional but deeply damaging, leaving me feeling harassed, violated, and powerless in a situation where I should have felt safe and respected.
As a young student managing my finances through loans and living on frugal means, this incident has not only imposed an undue financial burden on me but has also left a deep emotional scar. The behavior of Mr. Adebi and Ms. Talekar represents a gross violation of the standards of customer service that passengers should be able to expect at any international airport. It is shocking that such behavior is allowed to persist under the jurisdiction of the relevant authorities, and I demand that this matter be addressed with the utmost seriousness.
This type of misconduct cannot be tolerated. I am calling on the authorities to conduct a thorough investigation into this incident and to hold Emirates Airlines and the individuals involved fully accountable. Such egregious behavior demands the strictest disciplinary action to ensure that no other passenger has to endure the same kind of harassment and abuse that I experienced. Furthermore, I request that the unjust excess baggage charge of Rs. 19,840.00 be reviewed immediately and that Emirates Airlines be directed to refund this amount, which has placed an undue financial strain on me.
Please note that as this is a public domain communication, I will not include my PNR number here. However, once the authorities respond, I am willing to email all relevant documents related to this travel, including my ticket, boarding passes, and the receipt for the wrongful excess baggage charge.
This incident has severely marred my perception of the aviation industry’s commitment to customer service and safety. I trust that the authorities will take the necessary steps to rectify this situation and restore confidence in the standards that are supposed to govern airline operations.
Thank you for your attention to this grave matter. I look forward to your prompt and just resolution.
Sincerely,
Dheer Chhabria
