My parents flew on 28 January 2022 by your UK 802 flight which left from Bangalore to Delhi at 18.50 pm. As a covid protocol (since they were tested positive around 20 days before the travel), they produced the positive certificate along with a doctor certificate stating that they were fit to fly. We had procured the doctor certificate from a reputed doctor (who monitored their health during covid). She runs a clinic and had given us a handwritten certificate. However, on producing the said certificate, your staff who had to issue the boarding pass [the check-in staff] refused to accept this certificate. They came up with a undocumented and unsaid rule that the certificate should be a typed material on the doctor letter head. They told us that we had 45 mins within which we had to get the certificate for us to fly. This was one of the most unreasonable and indirect way of rejecting some one to fly. Is it practical to get a doctor certificate within 45 mins when someone is in airport (which is far from city?). Even if we find some doctor how can he certify my parents who are inside the airport? Being positive only 20 days before, I thought they were one of the safest passengers as they had developed the covid antibodies by then!!
My parents are senior citizens. Despite our repeated requests to accept the doctor certificate, we were bluntly refused. Is this Tata Group culture?
I write this email with utmost disappointment and anger for the manner in which my parents were treated. It is time for you to introspect whether you want to treat your customers in this fashion?? Was this information helpful? | 
