In an incident at Mangalore Airport (IXE) on March 28, 2024, a family’s eagerly anticipated vacation took a distressing turn due to purported mistreatment by Air India check-in staff. Zubair Shiek Usman Saheb, a resident of Bismillah Manzil, Mohalla House, Pranthya Village, Moodbidri, has lodged a formal complaint with the Karnataka Consumer Disputes Redressal Commission outlining the traumatic ordeal endured by his family.
According to Zubair Saheb’s account, his family, including his wife and three minor children, arrived promptly at the airport for their journey to Dubai via Air India flight AI 680, scheduled for 7:55 AM (later rescheduled to 8 AM). Despite their punctuality and adherence to all protocols, they were unexpectedly instructed by Air India check-in staff to wrap their already well-maintained bags additionally.
Reluctantly adhering to the staff’s instructions, the family returned to the counter only to be shockingly denied their boarding passes, allegedly due to perceived tardiness. Compounding their distress, their flight was a connecting one to Mumbai, where they had another flight to catch. While other passengers proceeded with boarding, Zubair’s family was left stranded, facing an inexplicable denial.
The situation was particularly distressing for the minor children, who were left in tears and confusion, grappling with the unjustified denial of boarding. Zubair highlighted the emotional and psychological toll inflicted upon his family, compounded by financial losses amounting to a minimum of 63,537.00 INR.
Seeking redress for the grievances incurred, Zubair Saheb implored the Karnataka Consumer Disputes Redressal Commission to conduct a comprehensive investigation into the events of that day. He urged the commission to utilize available documentation and CCTV footage to verify the claims and hold Air India accountable for the alleged negligent and unprofessional conduct of its staff.
In his pursuit of justice, Zubair requested compensation of not less than Rs 10 Lakhs, underscoring the necessity for deterrent measures against future instances of misconduct by service providers. He expressed his faith in the impartiality and efficacy of the judicial process, affirming his full cooperation in the quest for justice.
Zubair also brought attention to a puzzling observation that on the same day, their luggage underwent no additional scrutiny when they later boarded an Air India Express flight to Dubai from the same airport.
