Dear Mr. Neil,

One of our clients Mr. Mehlam Masoodhusein Saifudeen, a 17 year old student, was scheduled to fly from London to Mumbai on the 08th of December. He is a Sri Lankan passport holder and has been residing in India and holds a valid OCI (Overseas Citizenship of India) which was displayed at the time of travel. As per the rules as long as you have an OCI you can travel on your current passport. In spite of this rule the Kuwait airways staff at the airport did not allow the passenger to board stating that the OCI has the old passport number (which is no longer a valid passport) and since he is not carrying the old passport they will not allow him to travel. My client had to go through an ordeal of having to give an explanation and also urged the staff to check at their end. All the efforts were in vain and the guest was not allowed to travel.

As a minor he was mentally harassed and was stranded at the airport for 12 hours as he had no funds to buy an alternate ticket. His parents had to purchase it back home post which he travelled. Finally he flew London to Mumbai on an Air India flight with the same OCI and valid Sri Lankan passport. In spite of the Parents calling and requesting your Manager to reroute his ticket to Colombo (as Mehlam was a Sri Lanka national and was prepared to pay the total rerouting cost) as they could not board him to Bombay they refused to co-operate at all and give any other alternative and left this Little Child stranded at London Airport and to his Parents surprise the Manager was very rude in speaking to his Parents too saying they have no time to attend to such cases.

Mr. Mehlam has been studying in London for the last 2 years. During this tenure he has visited India at a number of occasions and his last visit was in October on Qatar Airways and did not have any such problems and this was the 1st time where he was denied boarding sighting these reasons. It was a very disturbing experience for a 17 year old to manage all of this at the airport and Kuwait airways staff left him stranded causing severe mental agony for this little Child. It was not only disturbing for the guest but also his parents back home who also spent those 12 hours to manage things and ensure that their child flies home safely. We would also like to inform you that as he was left with no other alternative we bought another Ticket on Air India and he flew from London to Mumbai in the evening flight at 21.30 hours and AIR INDIA DID NOT REQUEST FOR THE HIS OLD EXPIRED PASSPORT AND ONLY CHECKED HIS OCI CARD WHICH HE WAS CARRYING AND BOARDED HIM ON THE FLIGHT AND HE ARRIVED IN MUMBAI THE NEXT DAY AND EVEN THE IMMIGRATION DEPT DID NOT CREATE ANY PROBLEM FOR HIM AND ALLOWED HIM ENTRY ON HIS OCI CARD.

We are attaching his Kuwait airways ticket, his Air India ticket, his Air India boarding pass, Mumbai Immigration stamped page, his passport and his OCI copy for you to refer.

We had also yesterday sent an email to the London office of Kuwait Airways and we received a reply informing they checked with the immigration dept in Mumbai and was told he cannot fly without his old passport… THIS EXPLANATION IS TOTALLY FALSE AS HE FLEW WITHIN 24 HOURS TO MUMBAI AND WAS CLEARED BY IMMIGRATION WITHOUT ANY PROBLEMS. Also your staff instead of helping this Child has accused him of being rude WHICH IS ALSO AGAIN A TOTALLY FALSE ALLEGATION AND IN FACT YOUR MANGER HAD BEEN VERY RUDE AND UNCO-OPERATIVE AND VERY ARROGANT IN TALKING NOT ONLY TO MEHLAM BUT ALSO HIS PARENTS ON THE PHONE..

We urge you to look into this case and help our guest get the necessary compensation for the ordeal he went through and the additional expense he had to bear and would like to request your co-operation and approving either of the 2 proposals which we would like to propose as follows to settle this matter amicably before to avoid taking any further action from our customers end..

1. Kuwait Airways refund us the one way fare of London to Mumbai paid by us to Kuwait Airways and also keep the booking Live so that he can travel back to London as per his original itinerary on 4/1/2020..( In this case we will not claim the amount we paid to purchase the Air India Ticket )

2. Kuwait Airways refund us THE TOTAL FULL AMOUNT paid by us for this Ticket WITHOUT DEDUCTING ANY PENALTY OR CANCELLATION CHARGES..( in this case you can always sell this ticket at much higher price as it is peak season and we although will have to pay a very high price to purchase another one way ticket on 4/1/2020 which loss would be on our account )..

Although frankly my customers confidence has shaken with this incident we still have our faith in the airlines and are looking forward to getting a amicable solution by accepting either of the above proposals given by us which you must agree his very reasonable to settle this matter amicably with my customer.

Yours Faithfully,

Hi

My daughter has travelled from Delhi to Newyork on flights KU382/ KU117 on 18th June and her luggage has been lost.

the claim slip that has been shared with her doesnot have the Claim Reference No. It only has the flight or the baggage tag no.

Can you please help me tracing the baggage?

Its very very urgent.

regards
Charu Mullick

Travelled from Toronto to Kochi via London, Kuwait. Reached Kochi early morning on 14th Jan 2019.Didn't get one bag and still waiting.

Hello.... I neha doshi would be travelling to JFK on 11th october 2018. i would like a confirmation from your end about the stroller as an free luggage, for my 3.5 year old kid. and my return dates back to mumbai is 5th november 2018. Please revert me as soon as possible.

Hello sir,
I not get my legage from four days. If I call the number they are not picking the phone.
Please do needful.
Thank you

Dear Sir,

Me and my family traveling to Paris using Kuwait airlines services, the flight Itinerary is as per PNR - TMJNW7.

I have booked the return ticket of Kuwait airlines for Delhi Paris route, there is a layover/stoppage at Kuwait airport on both the journeys (while going KU 382 to KU 167 and KU 168 to KU 383 while coming back)

Request you to guide on any Kuwait VISA requirement for the layover/stoppage period at Kuwait airport.

Thanks in advance.

Thanks & Regards,

Niraj Kaushik