Airindia — Rude and unacceptable behavior of ground staff

Address:

GOA DOMESTIC AIRPORT

Hi,

This is to report the rude and unprofessional behaviour from the Air India ground staff at Goa airport. I was travelling from goa on[protected]flight no). I was at the boarding counter between 5:30am to 6am and it was a lady staff that assisted me. I greeted her good morning to which I didn’t get any response. I was having an excess baggage of 9kg to which I was ready to pay the charges. The lady staff asked me to pay 8820 for the extra baggage. However, I asked the staff if they can consider a lesser amount as my flight charge itself was only 8200 and it was difficult for me to afford that amount to which she responded “THAT IS NOT MY PROBLEM”. I have never experienced such a rude behaviour from any of the airlines before. I asked her if I could speak to any one else for a better assistance. She called somone over the phone and I heard her speak in Hindi which meant ‘Early morning we have an annoying passenger’. I don’t understand how can you speak like that right Infront of the customer. I think it was the floor manager who came, I spoke to him and requested if he could do something about it. He was least interested to deal with the issue. I was over the phone asking for help to my husband if there is anything I could do from my side. He was very arrogant in speech and said that he can’t do anything about it. I had an emotional breakdown with their way of behaviour. I was crying and I put my debit card on to the counter with all my emotion, to which the floor manager started shouting saying ‘ Is that how you give the card, who do you think you are’ . I apologised to the lady staff as I didn’t mean in a wrong way. He then kept shouting asking me to go to an ATM and withdraw the amount. He refused to accept my card, with no genuine reason. It didn’t matter for him that I was crying and more importantly the customer who has already paid for the ticket. Such an experience from Air India as a company with such a legacy and now being taken over by one of the best ownership that gives supreme importance to customer service and satisfaction was shocking to me. The emotional stress and abuse that I faced in front of other passengers is unprofessional and unacceptable. I hope you revert to this complaint and do the needful.

Thank you