30 Jul, 2019 → by ClaimboUser757959
bad experience when in checked in for my flight

1

I had very bad experience when in checked in for my flight from Bangalore to Muscat. I have been traveling in Oman Air for the last 11 years and more. This is the first time I felt bad for choosing Oman Air. Subject: Harassment by PSA passenger Service Assistant team in Bangalore. During my Check in. i was insulted in front of all the passenger whom i had to travel to Muscat. it was a difficult 4 hours of travel. Detail of my Flight: what happen to me in check in counter I was traveling from Bangalore to Muscat on the 23 July my flight was 4:20 PM. I came to Airport early and I was waiting at the Oman air check in counter. The counter opened and I was the first passenger to go for check in. baggage. I when to counter number 57. One Mr. Amal was the person in the counter. I had total of 3 baggage first I put 2 checking baggage. The weight of the 2 baggage was only 21 Kg. Since the weight of the baggage was much less than 30 Kg I asked the Mr. Amal that can I put my hand baggage which is 7-8 kg' as checking baggage as there is still allowance of 9 kg for check in. as I did not want to carry my hand baggage. Mr. Amal said sorry, you are allowed only 2 check in baggage of 15 kg's each. I replied him. I agree but is there anything wrong in putting the 3rd baggage as check in. also highlighted that I have still 7 kg's He immediately said, no you can't do that, the rules doesn't allow us to do so. You need to pay for the 3rd baggage additional. I replied him respectfully, please understand that I am not asking for additional kg only to accommodate my baggage as check in and all 3 bagage weight is less than 30 Kg's. Suddenly this man come to me, and asked me for my passport and saw my passport and he immediately stated rude behavior. I asked his name and is designation. First he refused to say. I tried to see is name on his badge, was not one on him. He started stating rules are rules see your ticket, its mention 2 pieces of 15 kg's. You need to pay. One moment I was upset the way he spoke to me and unfortunately I had no cash and my Card was not with me. So I was little confused and panicked. This gentlemen kept screaming at me and asking me to pay. I took a moment and relished that I had only 3 baggage, so I can take one as hand baggage and I didn't have to pay. So I told him that I will take one bag has hand bag. He was upset that he was not able to force for payment additional. He asked Mr. Amal in the counter to weight my handbag it was 8 kg's. He rudely told me no you can't take this as hand baggage. I asked him why, its 8 kg's you can take only 7 kg's. I told him dear, this is not fair in you part to harass me like this. Just to take some additional charges. I still have 9 kg's in check baggage so what is wrong in taking 1 kg more in my handbag. Then I told him OK I will transfer some things from my hand bag to my check in baggage as I had allowance in that. Again he was very upset. Immediately he pulled my bags out and said fix it. I said fine. Next in very rude manner he screamed at me "get out here move you bags out here, go out of here and fix your bag. I said to him, this not the right way you talk your customer. I have done noting wrong. You need to hold you tone. Once I felt uncomfortable, as all the people around me was looking at me in odd manner. I told him you are harassing me. I need to make a complaint. In loud voice, he said go do what, you want you can complain if you can. I don't care. Then I had no choice, I asked his name, he refused to give is name. I told him, if you sure what your doing is correct, why are you hesitating to give you Name. Them is said his Name. His name was Mr. Sunil. I asked please tell your full name. He refused. Then is asked is designation to. He refused. Then after repeated time. He replied PSA. I asked him what PSA stand for. Passenger service assistance. I told him this is not you designation, reply yes. There is no destination. From the other staff I came to know that he was the head of the team or the leader. I fixed my bag and checked in without any additional payment. Now. I am not writing this mail as complain or to get some returns from Oman air. Oman are is my favorite airline. It's disappointing that few staff like Mr. Sunil are not realizing the important of customer and their role to assistance the customer in such case. To make them understand and not take advantage. Even if the passage is wrong you should be polite and make them understand so that they feel that they are taken care. But this gentlemen was rude. The reason was that the flight was not full and he thought he could get a target revenue for the company. I was the first customer to check in. there was no rush are delay from him to be under pressure of some kind. Other important observation. I notice at the time I was waiting to check in as I was very early to the airport. The full team for Oman air was from one region of India Kerala. The staff all where using Malayalam as the communication language. Look like 90%. This gentlemen Mr. Sunil behavior changed to be rude with me as he noticed in my passport I was from Chennai. Even when they are communicating in my case within their team about me was is in Malayalam. I understand Malayalam and I speak. There talking bad about me and asked not to show any concession to me. I realized the moment Mr. Sunil saw my passport and understood I am from Chennai. His attitude changed and he started a rude approach. I live in Bangalore for the last 30 years. I would like to advice Oman Air, to not keep staff dominated from one region, it could be any airport. Mainly Bangalore majority are outsiders you need to balance. I am not sure. But I would like to share this bad expired as this could be repeated. Thank you My contact details: Mohammed Rafi Cell number: [protected] Muscat.
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