Trivandrum Airport review: Ground staff

Dear team,

My mother ,74 years ,on wheel chair was traveling alone to Bahrain on Air India express flight on 1 st November at 5:25 pm flight ..She had in her hand all the required travel documents passport ,visit visa copy and even our Residence permit card copy ..On reaching the check in ,the staff ,Miss Nidhi and another male staff rudely told her that she needs our electricity bill copy /rental agreement and passport copy to travel .she cannot travel with out the said papers ..My mother panicked and called my sister in Tvm as she didn’t know how to make a whatzapp call to me .I called my mother and told her to give it to the said staff ..The staff told my mother that they cannot talk to me as it’s against their company policy ..The staff told my mother to wait aside ..I sent all the documents to my mother’s WhatsApp, which, she didn’t know how to operate ...My mother told the staff to check the documents and they didn’t look into the documents ,but asked her to check in..

What was the need for all this gimmick ?what was the need to harass an old lady ?Dont the staff have any common sense ? I don’t believe that the said documents were a necessity item to travel ..