Srilankan Airlines — I'm complaining about the srilankan staff at Mumbai airport

I Nikita Jaggi am an Australian Citizen and had been flying Srilankan Airlines first time in my life. I boarded my flight from Melbourne on 7th July 2022 for Mumbai via columbo. I was very happy with service I received by the officer at the customs even though I was disappointed with the delay in the flight from Melbourne as it was delayed by 3 hours. I had an excess of 3kgs and on request since I was traveling to meet my parents first time after covid the officer let me through with a smile.

I had a very disappointing experience after my flight landed at Colombo where the ques were miserable and the people were arrogant and rude. To top it up the flight was to go Chennai and then i had a connecting flight with airindia to take me to Mumbai.

The flight had been delayed through out the whole trip and i almost missed my airindia flight to mumbai coz of the delay.

I did think multiple times after landing Mumbai to cancel by return journey due to the disappointing experience i had for the first time.

But then I thought to give it another go as I thought it could be a one off delay.

My return was on the 17th August and I was very excited as I had to reach Melbourne on the 18th for my daughter's birthday. My kids were so looking forward to the gifts that I had bought them but that happiness did not last long.

I received an email 3 days ago informing me that the flight is delayed by 2 hours and would go from Colombo to Trivandrum due to a technical issue. The flight would then take off from there at 2:10am and land Melbourne at 4:20pm. Suffering from a back issue and stretching a 10 hour flight to 12 hours had already put me under enough mental pressure.

To top it up on 17th when I landed the check in the officer Rajesh Tondon on duty made it worse for me and would not allow me to take 31.8 kg without paying extra. I have travelled through out the world with different airlines and have never been so harressed by the staff that today I am first time in my life writing an email in regards to the harressment and bullying I went through. He put me through immense public harresement and ganged with his staff to humiliate me infront of other fellow passengers. At first he said I would have to wait for a senior officer to approve 31.8kgs.

I clearly stated he was being unreasonable but he choose to make me wait for 25min. stating to wait for his senior, then let me go through and no senior officer came through even after waiting.

His harrassment did not end there. Just before boarding the plane as he was scanning my pass he asked me if I was going to make a complaint for him or not to which I ignored.

The flight was going to divert to Trivandrum and I had stated at the check in that I do have warm clothes in my hand as Melbourne has a freezing cold weather to which he did not state anything. I had a few jackets in hand and that I put in my hand baggage. On my final boarding the whole team gagnged up and threatened me to offload me from the flight if I do not pay an excess. I stated that I was already scanned at the check in and I had put my jackets away in my hand baggage.

To my surprise I was zapped that now the whole team decided to gang up against me and forced me to pay an amount of 300$ AUD else they would call security and off board me.

I had a friend from seat 6F Mr. Mohammad Al Mazri M ) [protected] malawi African number and srilankan no. +[protected] (available for 2 weeks) who said he would be able to assist me for 4kgs which were basically my carry on woolen jackets that I would require in flight and in Melbourne as it was freezing cold and he didn't have any luggage but the Rakesh Tandon declined it and 1 more female crew interrupted and asked that passenger to board so he couldn't assist me. You can contact that passenger and get an update from your records. Rakesh Tandon also stated that the money was going towards his extra pay he is making for the airlines and that I cannot do anything about it which shocked me.

Mr. Rakesh Tandon who was the so called senior officer started laughing and mocking and was also supported by 2 male members and 2 female staff who were on duty on 17th August flight UL144.

I can provide the receipt of the extra luggage allowance I was forced to pay else I would not be allowed to board.

I am now raising this issue as I dont want any other fellow passenger to be bullied and harressed and embaressed in the way I was. I had stated multiple times that I was feeling low on my BP and can't carry too much weight sue to my back problem but the crew did not let my friend good the jackets and made me pay extra amt. saying I was 4kgs over which I wasn't as it was smthing I was going to wear inflight.

I also want to raise my concern against the other 3 officers 1 male with beard and 2 females who ganged up against me along with Rakesh Tandon and charged me approx.$300/-.AUD

I hope this email is treated with high priority and am expecting an urgent response to this email and immediate action against the 4 staff. I also wish to get my money refunded against the humiliation I have faced at Mumbai airport.
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