Air India Express — Complaint against harrasment by Yaqoub Al Zadjali ( ground staff air india express) at muscat International airport.

Dear Sir,

I would like to bring to your notice the worst possible experience that my family and I experienced at Muscat International airport. I was travelling to CNN on Air India express (IX 712) scheduled for departure at 2.45 pm (30.06.2022) from Muscat International airport. We were the last passengers to arrive at the gate ( C 06). My father aged 63 had gone to the washroom. He was the last to come to the gate. A staff named Yaqoub Al Zadjali literally started screaming at an unbelievable voice at my father and my mother. He hurled various insults that were derogatory, disgraceful and racist to say the least. He had the audacity to scream at us to not come back to Oman. This is the first time in my travel experience of 30 years that I have encountered such rude and racist behavior. Oman has been our home since all I can remember and it's people the kindest. This experience has shook us. My twelve year old daughter is traumatised and was crying throughout the flight. She had to witness this cruelty makes my heart break. My parents were screamed at and insulted with the worst possible words right in front o[censored]s and we couldn't do a thing because he is in power. I request you to look at the cctv footage with audio to understand the seriousness of that scenario. There were many other staff who told us in a polite and respectful way that we were late to the gate. In the end me and my sister had to literally beg him to let us fly because he threatened to offload our luggage and not let us fly. It took him other airport staff to calm down. During these times when life is hard for all, this was a flight we couldnt miss. Had it been another nationality he wouldn't dare do this. His words still ring in my ears. He called my father a woman because he chose to keep quiet. When my father was about to ask him to speak respectfully he screamed at him in a deafening voice. He also ran behind us through the ramp to the airplane to spit the rest of his insults. He yelled repeatedly that we deserve to not come back. He has extreme anger issues which needs to be seriously looked into. You don't just go around screaming at anyone. Even being late doesn't him the authority to scream. Nothing gives him the authority to scream at my parents and my family. How would he be able to make up for the trauma we experienced??

I apologise we were late to the gate. The immigration queue was long also we had stopped to get some food. We accept our mistake. But nothing gives him the right to do what he did. He harrassed us to the point where we were speechless by his insults and yelling. He yelled at us women without any respect. He should have least considered my father's age and spoke to him respectfully. If he had just closed the gate without yelling at us. It would have been okay. But he chose to stamp us into the ground with his insults.

I hope to hear back from you as soon as possible regarding this with what action has been taken.

I am attaching below the copy of our boarding passes and tickets for your reference.

Thank you kindly,