| Complaint filed by | |
| Complaint filed on | July 30th, 2026 |
| Complaint filed against | AI-128, Air India |
- Text of Complaint by ADARSH KISHOR SHAH
Hi Team,
Good Afternoon, Hope you’re doing well.
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 AprilArrival: London Heathrow to Mumbai (Terminal 2) at approximately 2:30 AMConnecting Flight: Air India AI-128 (Mumbai to Vadodara) at 5:45 AMAfter 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 detentionMy repeated requests for information were ignoredI was kept waiting for an excessive duration (~4 hours) without updatesNo basic assistance (such as water or support) was providedI 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 takenAs 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 delayIdentification and accountability of the officers involvedClarification on why no assistance or communication was providedConsideration of compensation for the financial loss caused due to this incidentThis 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.
YOUR FULL NAME : ADARSH KISHOR SHAH
YOUR PASSPORT NUMBER :153354530
YOUR CONTACT NUMBER : 87586 20618
1).Yes, I was intercepted by Immigration at approximately [between 2.30 to2.45 AM.]. Despite my full cooperation and timely arrival at the airport, the extended processing time resulted in significant delay.
2).I had arrived at the Mumbai Airport T2 ,well in advance of departure and had completed all standard procedures on time. However, due to the unforeseen delay at the [Immigration] checkpoint, I was unable to proceed to the boarding gate and unable to take my luggage , before closure, which directly resulted in missing flight AI-2891.
3).I would like to highlight that:
3).I would like to highlight that:
I was held for nearly 4 hours without any clear communication regarding the reason or expected duration of the delay.
During this time, I had not completed boarding procedures or collected my baggage, as I was stopped before proceeding further.
I repeatedly informed them (more than 10 times) that I had a connecting flight from Mumbai to Vadodara (AI-2891) and that I would miss it.
I also requested them to inform Air India or allow me to proceed, assuring full cooperation and offering to provide any further clarification required. However, no assistance or response was provided
Also I have called my lawyer to talk with the emigration officer , he did and clearly explained to the officer that please read this last line of Gujarat High court Order, but he didn’t check and he was repeatedly saying you have to wait.
Even though I had original Gujarat High Court documents Provided.
They even verified online
Still didn’t release in time
Ignored repeated requests
Didn’t assist despite knowing flight timing.
I incurred a financial loss of approximately £200 ( 20 thousand rupees).
After I had to arrange alternate travel from Mumbai to Vadodara at an additional cost of approximately Rs 10000.
I experienced a total delay of nearly 10hours reaching home at 5pm instead of 7 am .
I was held without food , water , or communication, causing significant stress to me and my family.
5) I have attached copy of my passport stamp and boarding passes and High Court Original Document mentioned all fact details for your reference as requested.
This situation caused considerable hardship, especially as my family members are senior citizens (above 70 years) with medical conditions and were dependent on my timely arrival.
I respectfully submit that the delay was entirely beyond my control and occurred despite full compliance on my part. In view of the above, I request you to kindly consider reimbursement of my financial losses and provide appropriate compensation for the inconvenience and distress caused.
I would like to emphasize that I followed all required procedures diligently and the delay occurred solely due to extended processing at the airport authorities’ end. This caused considerable inconvenience, including missing my scheduled flight and subsequent disruption to my travel plans.
I look forward to a fair and reasonable resolution.
Thank you for your attention.
Yours sincerely,
Adarsh Kishor Shah
87586 20618
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