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Gulf Air, Dubai / harassment at dubai airport

1 United Arab Emirates

Registering complaint on this site in a hope to seek resolution to my complaint lodged more than 3 years back, even after enough follow-ups, there has not even been a single revert from the airline authorities. Now I am left with no resort other than to knock the doors of the Sharjah Courts in Dubai to seek resolution.

Below are the complaint details :

Complaint is regarding the cancellation of Flight No GF1007 on 27/01/2007 from Dubai to Bahrain supposed to depart at the scheduled time of 2350 hrs. From Bahrain we were supposed to take a connecting flight to reach back to New Delhi, India. I was on my back from a holiday trip to Dubai. I was accompanied with my elderly father, mother and sister, vide ticket No's : GF2636734220, 21, 22, 23.

We reached the Dubai International Airport at the 2100 hrs, well in time, to board the flight GF1007 supposed to depart at 2350 hrs for Bahrain. Upon reaching the check-in counter of Gulf Airlines, we were informed by the Ground duty staff that the flight GF1007 got cancelled due to unexpected fault in the Aircraft. The officer of the the Gulf Air claimed that the necessary intimation regarding this cancellation of flight and hence delay thereof in the departure through next flight (which was supposed to depart the next morning around 1100 hrs) was sent to each & every passenger. I and all of my 3 family members were shocked to know about this delay.

The officer, who apparently was feeling guilty of having not informed us about the cancellation of the said flight, asked us to wait. I, my parents & sister, kept on wiaiting at the Airport for almost 3 hours waiting for some resolution, but all in vain. We went on asking the concerned official about the fate of our flight, but no body even bothered to keep us informed. Finally after a lot of delay, alomost for 3 hours, we were asked at 2350 hrs to board flight of Qatar Airways leaving Dubai at 0010hrs hrs for Doha. It created a lot of anxiety, tension & botheration for all my family members to reach at Terminal No 1 at such a short notice of 20 min. I, my sister and elderly parents (aged over 55 years) wife struggled with so much of luggage to reach to the designated terminal within a span on just 10 mins. Both of my parents were harassed like dogs. At this elderly age they were made to run from pillar to post to catch the flight. We had to do all this because we had no other option and also that we didnt want to miss on our appointments. My mother, who runs a teaching academy, didnt want to miss on her lectures. My father, who is registered medical practitioner never wanted to miss out on his appointments for so many patients. Me and my sister had our own set of lectures/assignments for MBA which we never wanted to miss.

The Flight finally reached Delhi at 0930 hrs, as against the scheduled arrival time of 0635 hrs. As a result of this delay we missed out our trains to Chandigarh (Shatabdi express) which was suppose to depart at 0720 hrs from New Delhi Railway Station. We were put to a lot of inconvenience and caused my parents a lot financial loss apart from physical & mental harassment.

After coming back to India, we wrote a mail to customer care office of the Gulf Air at their registered email id on their site Our complaint was finally acknowledged by the company in the form a holding response after 2 months. This was in the form of a letter recieved through normal post from Ms. Kavita S. Al Jassin (Manager - Customer Care & Monitoring) vide Reference No: CR/2A/[protected] dated 21st March’ 2007. She mentioned that our matter was being investigated and that once the same is complete, we shall be responded back.

However till date, inspite of so many reminders via email, we havent heard anything, neither from Ms Kavita nor from any one else responsible enough to address our issue from the Gulf Air. This is the level of seriousness given to the customer complaints. If this is the kind of attitude, what level of service can be expected from the flight / ground duty staff in normal course, one can well imagine.

Now I cant think of any alternative other than to knock the doors of Sharia court in Dubai to grant us justice and take necessary action against the airline for this phycial & mential harrasment and financial loss which we had to incur due to poor management & customer service exhibited by the Gulf Air Company officials & staff members.

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