Saudia complaints: comments, page 2

Compensation

Other - Dear Saudia Customer Relations Team, I am writing to formally raise a complaint regarding the extremely poor experience my family and I have had with Saudia during our recent journey. Our flight was delayed for more than 48 hours, which caused significant disruption, inconvenience, and distress to my family. During this time we were only provided with a £151 voucher, which is clearly insufficient considering the length of the delay and the hardship we experienced. Furthermore, two of our luggage bags are still missing. I have already submitted several forms on your website regarding the delayed baggage but have not received any response or update. The baggage claim details are as follows: Saudia Reference Number: BHXKL19600 KLM Reference Number: BHXKL16065 Flight PNR: XPT840 Bag Tag Numbers: 367195 and 367240 In addition, I have submitted compensation claims related to the flight delay under the following reference numbers: 286298, 286299, 286300 and 286301. Despite submitting these claims, I have not received any response or progress update. I am continuing to spend a considerable amount of time following up on these matters, which has added further stress and inconvenience for my family. Under UK/EU Regulation 261/2004, passengers are entitled to compensation for significant flight delays. I therefore request that Saudia review this matter urgently and arrange the appropriate compensation for all affected passengers, in addition to resolving the issue of our missing baggage without further delay. If I do not receive a satisfactory response within a reasonable timeframe, I will have no alternative but to escalate this matter to the UK Civil Aviation Authority (CAA) and pursue the claim through the appropriate regulatory and legal channels. I expect a prompt response and resolution to this matter. Kind regards

Compensation

Compensation

Compensation

Compensation

Other

Refund

Other - Deliver me the ZamZam water to my home address.

Other

Other - apology and prompt help

Compensation

Compensation

Compensation

Other - Mohammad Alam 2601 S Felker Ave Marshfield WI 54449 USA Email:labbaik.saad@gmail.com Phone: +1-248-838-9538 WhatsApp: +1-630-297-6991 AlFursan : 41340585 Date: October 31, 2025 To: Customer Relations Department Saudi Arabian Airlines Prince Saud Al Faisal St., P.O. Box 620 Saudia City, Jeddah, 21231 Kingdom of Saudi Arabia CC: • General Authority of Civil Aviation (GACA), Saudi Arabia • U.S. Department of Transportation, Aviation Consumer Protection Division Subject: Formal Complaint Regarding Harassment, Aggressive Behavior, and Physical Intimidation by Cabin Crew on Flight SV758 (JED to DEL, October 27, 2025) ________________________________________ 1. Introduction I am writing to formally complain about a serious incident involving the aggressive and harassing behavior of a cabin crew member, Mr. Yusuf, during Saudi Arabian Airlines Flight SV758 from Jeddah (JED) to Delhi (DEL) on October 27, 2025. This behavior was witnessed by other crew members and caused significant emotional distress to me, my wife, and our four children. I am a U.S. citizen traveling with my family. The conduct of Mr. Yusuf constitutes not only a violation of basic professional standards expected of airline staff but also a breach of passenger rights and the duty of care owed by Saudi Arabian Airlines. The purpose of this complaint is to request immediate investigation, disciplinary action, compensation for damages, and assurances that such behavior will not recur. ________________________________________ 2. Flight Details and Context • Airline: Saudi Arabian Airlines • Flight Number: SV758 • Date: October 27, 2025 • Route: Jeddah (JED) to Delhi (DEL) • Seat Number: 57D • Crew Member Involved: Mr. Yusuf, cabin crew, male • Supervising Crew Member: Ms. Ketan, cabin supervisor • Family Members Present: Wife and four children, including a 6and 3 -year-old sons At the time of the incident, I was feeling severely nauseated and unwell. I had been waiting in line near the lavatory with my family when the confrontation began. ________________________________________ 3. Chronology of the Incident 3.1 Initial Aggressive Confrontation While standing in the queue for the lavatory, Mr. Yusuf, who was finishing his routine service and had no trolleys nearby, yelled at me to “go back to your seat and pray Namaz later when serving is done.” This outburst was aggressive, unnecessary, and entirely disproportionate, particularly given that I was unwell and merely waiting my turn. Fearing I might vomit, I complied and returned to my seat. 3.2 Second Confrontation and Harassment Approximately one hour later, as I was coming out of the lavatory with my 6-year-old son, I politely requested Mr. Yusuf to find a time to speak with me. He responded dismissively: “I am very busy.” When I asked him to come to my seat after completing his duties, he refused and continued his hostile demeanor. I told him I am Al-Fursan Member for last 10 years. He said “I don’t care if you are Al-Fursan Member or not” I expressed that his behavior was impolite and unbecoming of Saudi Arabian Airlines staff. At this point, cabin supervisor Ms. Ketan was present. I requested her assistance and asked to speak to the captain to formally complain about Mr. Yusuf. 3.3 Escalation and Physical Intimidation Following this, Mr. Yusuf became increasingly hostile. He audibly taunted me, stating I could “go complain about me, I don’t care.” He then recited his ID number while physically tapping his finger on my shoulder for each digit, an act I consider physical harassment. He further kicked the prayer carpet laid by the airline three times and shouted that I should return to my seat or he would call security. These actions were physically intimidating and emotionally traumatizing for both myself and my 6-year-old son, who became frightened. 3.4 Involvement of Cabin Supervisor After the incident, Ms. Ketan returned with another crew member and apologized on behalf of Mr. Yusuf. She reportedly spoke to him and attempted to have him apologize, which I requested. Despite this, no further resolution or compensation was offered during the remainder of the flight. I was left feeling neglected and unprotected. ________________________________________ 4. Violations of Passenger Rights and Duty of Care The behavior exhibited by Mr. Yusuf constitutes multiple violations: 1. Harassment and Aggressive Behavior: Yelling, threats, and physically tapping on a passenger’s shoulder constitute harassment and intimidation. 2. Negligence of Duty of Care: Airlines are legally obligated to ensure passenger safety and dignity. Allowing aggressive, hostile, and physically intimidating behavior breaches this duty. 3. Discrimination or Targeting: While not explicitly discriminatory in basis, the aggressive behavior targeted a passenger seeking basic assistance while ill, violating the general principles of equal treatment and professional conduct. 4. Endangerment of Minors: My 6-year-old son witnessed aggressive behavior and physical intimidation, causing fear and emotional trauma. These actions violate internationally recognized aviation standards under the Chicago Convention (ICAO), as well as Saudi Arabian civil aviation regulations regarding passenger treatment and safety. They may also constitute a violation of U.S. Department of Transportation guidelines regarding passenger harassment and safety on international flights. ________________________________________ 5. Impact on Myself and Family The incident caused severe distress: • Emotional and psychological trauma: Continuous fear, humiliation, and anxiety for both myself and my children. • Physical impact: My pre-existing sickness worsened due to stress and lack of support. • Family distress: My wife and children were frightened, particularly my 6-year-old son, who witnessed physical intimidation. • Trust and confidence: The behavior undermined confidence in Saudi Arabian Airlines’ ability to provide safe and professional service. This impact is significant and lasting. It extends beyond the duration of the flight and affects both personal well-being and family security. ________________________________________ 6. Attempts at Resolution During Flight • Requested assistance from cabin supervisor Ms. Ketan. • Asked to speak to the captain. • Requested Mr. Yusuf apologize and be disciplined. • Despite these efforts, no adequate resolution was provided during the flight. ________________________________________ 7. Legal and Regulatory Considerations Under aviation law and international passenger rights frameworks: • ICAO Annex 6 & Annex 19: Airlines are required to maintain passenger safety and professional conduct of staff. • GACA Regulations (Saudi Arabia): Duty of care obligates airline staff to treat passengers respectfully and manage conflicts professionally. • U.S. DOT Guidelines: Airlines serving U.S. citizens or departing/arriving in the U.S. must maintain passenger safety and dignity, including protection from harassment or intimidation. • Consumer Protection: Emotional distress caused by harassment and physical intimidation constitutes grounds for compensation and disciplinary action under civil liability principles. ________________________________________ 8. Requested Remedies Based on the severity of the incident and its impact, I formally request Saudi Arabian Airlines to: 1. Issue a formal written apology from Mr. Yusuf and the airline. 2. Investigate the incident fully and take appropriate disciplinary action against Mr. Yusuf. 3. Provide compensation for emotional distress, inconvenience, and harm to my family during the flight. 4. Ensure procedural reforms to prevent recurrence of such incidents, including staff training on handling passengers respectfully, particularly those who are unwell or traveling with minors. 5. Confirm in writing the steps taken and the outcomes of the investigation. Failure to address these issues satisfactorily will leave me with no option but to escalate this complaint legally to: • GACA (Saudi Arabia) • U.S. Department of Transportation • U.S. courts for claims of harassment, emotional distress, and potential damages ________________________________________ 9. Supporting Evidence I am prepared to provide evidence supporting this complaint: • Photographic and/or video recordings of the incident. • Witness statements from other passengers and crew members present. • Boarding passes and travel documents verifying the flight. • Notes documenting the incident immediately after it occurred. This evidence can corroborate my claims and demonstrate the unprofessional and harassing behavior of Mr. Yusuf. 10. Conclusion The conduct of Mr. Yusuf during Flight SV758 was unacceptable, unprofessional, and violated both Saudi Arabian Airlines’ policies and international aviation regulations. It caused significant emotional and physical distress to me and my family. Immediate action is warranted to address this misconduct and provide appropriate remedies. I expect a formal written acknowledgment of this complaint, a detailed report on the steps taken, and resolution in the form of apology, compensation, and disciplinary action. If Saudi Arabian Airlines fails to respond adequately, I will pursue escalation to the General Authority of Civil Aviation in Saudi Arabia, the U.S. Department of Transportation, and retain legal counsel in the United States to seek full redress. I trust Saudi Arabian Airlines will treat this matter with the seriousness it deserves and take immediate action to uphold the safety, dignity, and rights of its passengers. Sincerely, Mohammad Alam AlFursan : 41340585 Email: Labbaik.saad@gmail.com

Other - Dear Saudi Airlines Customer Service, I hope this message finds you well. My name is Majid Khan, and I am a former Silver member of the Alfursan loyalty program (58538841). I am writing to request assistance in updating my registered mobile number associated with my Alfursan account. Due to my relocation from Saudi Arabia to Pakistan in 2020, I returned my Saudi mobile SIM card and am no longer able to access the registered number (+966569262649). I would like to update my contact information to my current Pakistani mobile number: +923222224940. For your reference, my Alfursan account is linked to the following details: Email: majid_ims@hotmail.com Passport Number: Shall be provided I understand that there are security protocols in place, and I am more than willing to provide any additional information required to verify my identity. Your assistance in this matter would be greatly appreciated, as it will enable me to continue enjoying the benefits of the Alfursan program. Thank you for your attention to this request. I look forward to your prompt response. Best regards, Majid Khan

Compensation

Other

Refund

Other - I was delayed at the Heathrow Airport by the Saudia manager there because of my re entry visa. It was in my Absher but couldn't accsses it as it was connected to my Saudi line which I temporarily stopped. I told him I live there and work, I am a doctor, and won't travel without valid return visa. They may check with my igama no or passport no. Then I called my wife who accessed Absher and send me the re entry visa. Then he did not accept that. He said he wants to see my igama, why?, as the re entry visa has all the information. We usually leave the card in Saudi Arabia and take the passport as with its no the immigration authority access all my information. Any how I showed him a picture of my Igama but he still insisted to see the card itself. This is not strict immigrantion regulations. This is unnecessary obstacles put in front of me. When I left Jeddah to London they didn't ask me about my igama card. The passport was sufficient. Thatl guy was not cooperative. It took it very lightly that I may not boarding. I have travelled all the way from north of England to Heathrow. The atmosphere at the Saudia check in was really not friendly and understanding. When I said I will take the issue to her authorities he then allowed me to board.

Refund