On the 28th November I was travelling from New Delhi to Mumbai on flight IT 301 departure 1810 hours from T3. At about 1730 hours, I approached the information desk opposite the entrance to the gates (as you exit the retail area), I asked the lady sitting at the desk (Ms. POOJA KHOSLA in a grey business suit) for the timings of the transfer Carts to go to Gate 58. She snapped at me saying that the cart could not be used by me as it was reserved only for disabled and handicapped persons (pointing at the Manual wheel chairs behind her).
I informed her that chances are that the cart would NOT be full of so many incapacitated people and I would like to use it if there is a vacancy else would wait for the next one to arrive. She did not answer me and refused to give me the time. I reminded her and asked her again for the timings and informed her that I did not need her permission to use the facility, provided there is space available and the priority to use them would certainly lie with people who would be in want of this facility.
At this juncture she raised her voice with a pointed finger saying that she has informed me that the cart cannot be used by me. She then stood up and looked around, probably looking for staff to stop me from using the same. I warned her to be corrected and behave properly and to simply give me the information that I ask for as she is positioned at the information desk and it is her duty to assist. Ms. Pooja Khosla once again raised her voice and shouted at me and aggressively asked me to leave the desk and that she was not interested in talking to me. I immediately called up my schoolmate Mr. Saket Singh who works with GMR in a senior position and informed him about the indecent behavior of your staff both verbally and also sent him a text about the same.
Since morning I have been trying to call the telephone number 0124-337600 which is reflected on your website and have been informed by one Hemendra that the number on the website it wrong, I was given other numbers 011-47197001 and 011-25602123 which is ringing and is obviously not attended.
I am shocked and extremely angry to be met with this kind of humiliating treatment and the behavior of your ill trained and ill mannered, misbehaved junior staff. I have been embarrassed in view of all the public present and I demand that this matter be taken up immediately.
Apart from my professional association with Hospitality and Infrastructure companies, I, in my private capacity own a media company which provides news feed to the Electronic and the Print Media, though I am extremely angry and disturbed with the treatment meted out to me, I am also tempted to use all resources available to me and to take this up and throw this open to the entire media and the stakeholders; but would like to document this incident and write to you before I take up any further action.
I hope that you would initiate appropriate action to ensure that such incidents are not repeated and stop bringing Customers and Guests of GMR to shame. Hence I look forward to hearing from you on this in the next couple of days. I am keen to know the action taken by you.
Jahangir Yar Khan
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