Adnan Sami Blasts Mumbai Airport Assistance Service Over Poor Conduct and Delays

Singer Adnan Sami recently posted a harsh critique on social media detailing a frustrating experience with the Pranaam airport assistance service at Terminal 2 of Mumbai Airport. Sami stated that an Air India flight he was scheduled to take faced a five-hour delay, and the assistance team failed to notify him before he cleared security. Had he known about the delay ahead of time, he could have stayed home instead of enduring a long wait at the terminal.

Poor Service

According to Sami, no one was present to greet him upon arrival despite staff confirming his entry beforehand. He noted that he has been a client of the service since its early days. The assigned female staff member was repeatedly occupied with her phone and missed her duty to guide him from the lounge to the gate, sending a luggage porter instead who did not know her location. After reaching the gate via buggy, the porter had to hunt her down while she sat in a corner texting. She also failed to guide them through the empty First and Business class lane past a heavy crowd, forcing them to find their own way.

Response

Sami pointed out that this marks the second time the service has misbehaved, labeling their attitude arrogant and disrespectful. When automated customer service accounts replied with a standard template, he criticized them further for using a casual first-name tone and failing to check his actual travel schedule.

Context

Premium airport meet-and-greet services like Pranaam are paid offerings designed to fast-track passengers through security, check-in, and boarding formalities. High-profile travelers frequently use these facilities to avoid terminal crowds, making service lapses and automated responses a frequent source of public complaints on social media platforms.