| Complaint filed by | |
| Complaint filed on | July 30th, 2026 |
| Complaint filed against | AIR INDIA - AI2891 |
- Text of Complaint by ADARSH KISHOR SHAH
SUBJECT :URGENT COMPLAINT – UNJUSTIFIED DETENTION Negligence & Missed Flight at Mumbai Airport T2 (20 April)URGENT COMPLAINT – Unjustified Detention, Negligence & Missed Flight at Mumbai Airport T2 (21April)
Dear Sir/Madam,I wish to formally lodge a complaint regarding my treatment by customs officials at Chhatrapati Shivaji Maharaj International Airport Terminal 2, Mumbai.Incident Details:Date: 20 April Arrival: London Heath row to Mumbai (Terminal 2) at approximately 2:30 Am Connecting Flight: Air India AI-128 (Mumbai to Vadodara) at 5:45 AM After completing immigration, I was asked by an officer to accompany him without being informed of any reason. I was then taken to the customs area and instructed to sit.I was made to wait for approximately 4 hours. Despite repeatedly asking for clarification, I was not provided any clear reason for a significant amount of time. After about one hour, I was vaguely informed that it was related to a previous divorce verification matter. I clearly explained that the matter had already been resolved and I was carrying valid supporting documents, including official certificates and High Court documentation.Serious Concerns:No proper explanation was given for my detention .My repeated requests for information were ignored I was kept waiting for an excessive duration (~4 hours) without updates .No basic assistance (such as water or support) was provided I informed the officers multiple times about my 5:45 AM Air India flight (AI-128) and requested them to either expedite the process or inform the airline, but no action was taken.As a direct consequence, I missed my flight AI-128 and suffered financial loss, along with significant inconvenience and distress.Request for Action:A clear explanation for my detention and delay Identification and accountability of the officers involved .Clarification on why no assistance or communication was provided Consideration of compensation for the financial loss caused due to this incident .
This incident reflects serious lapses in passenger handling and basic procedural fairness. I request that this matter be investigated urgently to ensure accountability and prevent recurrence.
YOURS SINCERELY ,
ADARSH KISHOR SHAH
YOUR PASSPORT NUMBER : 153354530
YOUR CONTACT NUMBER :8758620618/ 9898323037
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