My complaint:
On the 2nd October 2023 of the incident, I was due to board flight AT579, travelling from Banjul to London Gatwick. It is with regret that I recount an incident involving a member of your staff, which has significantly lowered my perception of your airline’s services.
Upon arriving at the airport around 11:45 pm on the 1st October 2023 and successfully completing the security profiling, my travel companion, his two-year-old daughter, and I proceeded to the check-in desk. We were assisted by a female staff member who processed our baggage and provided our boarding passes.
As my travel companion and his daughter moved ahead, I was responsible for the child’s handbag, my hand luggage, and my laptop bag. However, as I was exiting the check-in area, I was called back by a staff member, who reprimanded the lady who had just checked our baggage, insisting that my laptop bag needed a tag. I said to him that this was just my laptop bag, but the staff member’s response was most abrasive and unprofessional, stating, “I don’t care.” His repeated use of this phrase, even after I pointed out its inappropriateness, was deeply hurtful and embarrassing.
I tried to tell him that it was not nice to treat customers that rudely. At this point, the staff member demanded to see our boarding passes which I handed over to him. It was both shocking and distressing, to witness him tear up all my boarding passes right before our eyes, declaring that we would not be boarding the flight. This treatment of us was without any provocation or valid justification.
My travel companion, aware of his health condition and the urgency of his travel, attempted to reason with the staff member. Despite explaining his medical situation and the need to return his daughter to her mother in the UK, the staff member remained obstinate, suggesting that only my travel companion and his daughter could board, leaving me behind.
Gambia International Airlines personnel, who were informed of the incident, were equally taken aback by the staff member’s behavior when they enquired from the staff who witnessed the incident. Thankfully, after some contention, new boarding passes were issued to me. However, the emotional toll of the incident lingers, causing me distress any time it crosses my mind. Clearly, such behaviour is not only detrimental to the image of your airline but also raises concerns about the abusive treatment of passengers by staff.
As a travel consultant with ‘Not Just Travel’, and a regular patron of your airline, this incident has been disheartening.
Suggested solution:
Initiate a comprehensive investigation into the staff member\'s conduct. If found culpable, take appropriate disciplinary actions against him. Enhance staff training to uphold the highest standards of professionalism and customer service. Extend a formal apology for the distress caused and inform passengers of the measures to take to prevent future occurrences.
