India’s aviation sector has witnessed rapid growth over the past decade, positioning the country as one of the fastest-expanding air travel markets in the world. However, recent incidents across multiple airports have raised serious concerns over ground handling standards, passenger treatment, and staff accountability. The much-publicized IndiGo chaos incidents, coupled with repeated complaints of misbehavior, intimidation, and lack of empathy by ground staff of various airlines, have highlighted systemic issues that urgently need correction.
Passengers across categories—economy, premium economy, and even business class—have reported experiences involving rude communication, inconsistent application of baggage rules, poor grievance redressal, and a complete absence of customer-centric behavior. Such incidents not only tarnish the image of individual airlines but also damage India’s reputation as a global aviation hub. Ground staff, who are the first point of contact for travelers, play a crucial role in shaping passenger perception. Unfortunately, inadequate training, misuse of authority, and fear-based internal work cultures appear to be translating into hostile interactions with passengers.
Aviation experts believe that while airlines continue to invest heavily in aircraft, routes, and branding, ground operations and human resource conduct have not received equal attention. Regulatory bodies and airline managements must take immediate steps to standardize baggage policies, strengthen customer service training, introduce strict behavioral audits, and ensure that complaints lead to visible corrective action. Without accountability and empathy at the ground level, service excellence in the air becomes meaningless.
Restoring passenger trust requires airlines to reinforce the values of dignity, transparency, and professionalism—principles that are fundamental to the aviation industry worldwide.
One such disturbing incident occurred on 14 December 2025 at Jaipur Airport, involving Dr. Romit Purohit, a long-time UAE resident and government professional , a national awardee, while traveling on Etihad Airways Flight EY 329 (Business Class) was a part of a shocking incident. Despite holding a valid ticket clearly allowing 35 kg check-in baggage, Dr. Purohit was subjected to humiliating behavior by local staff of Etihad Airways, intimidation, and refusal to acknowledge ticketed entitlements by local ground staff and their supervisor at early morning hours at 1:00 am. He was forced to remove personal belongings publicly, given a torn plastic bag and a torn cardboard box to put his belongings and later purchase a suitcase under duress, the Store Keeper said this is 4 th such Incident in past 1 week. The incident underscores growing concerns over unchecked authority, poor training, and declining passenger respect at Indian airports. The Ground staff had the Audacity to say, even if dr purohit complains to Etihad Airways in UAE; nothing will happen to them but he shall be ignored.
Despite holding a valid business class ticket booked on 12 December 2025 via Cleartrip, which clearly mentioned a 35
kg check-in baggage allowance and 7 kg hand baggage, the passenger faced repeated harassment at the check-in counter. A staff member identified as Varunika, followed by her supervisor Mr. Amit Solanki, insisted on enforcing a 32 kg baggage limit, directly contradicting the ticketed entitlement and refusing to verify the ticket details.
Dr Purohit raised the complaint to Etihad Head Air Hostess; she advised to raise it to Etihad head office ; acknowledging the bad behavior of appointed ground staff. Etihad has taken the complain for gross action. Similarly in february renowned business man and Pravasi Samman Awardee Vasu Shroff of Dubai Regal Group was harassed in February 2025 while attending a friend’s son marriage. In December 2024, renowned Real Estate Businessman Vidya Prakash Singh was harassed for wearing a Rolex Watch.
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