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CB Airlines and Air Travel Austrian Airlines Ground staff at cairo airport
Austrian Airlines

Austrian Airlines review: Ground staff at cairo airport

K
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Passenger name (myself): Khaled Saraya

Flight no. OS 864 (Cairo-Vienna)

Date: Sunday 28/01/2024

Departure time: 16.35h

Austrian airline confirmation: 47AO1X

Ticket no. [protected]

On that day, flying out of Cairo airport on the above flight, I had diarrhoea.

It was 16.13 I walked out of an airport toilet on my way to the departure gate. I knew I was 13 minutes away from the flight time, but I could not have continued to the plane and waited for the plane to be up in the air before I could use a toilet.

At 16.13h I was walking out of the toilet, I was met by an agent who worked for the airline, he asked me : "Are you "Ahmed" Saraya?" I answered back: "No, I am Khaled Saraya.".

The agent: Flying on the austrian airline? Which I confirmed.

He then started on a torrent of deriding language at the top of his voice:

The conversation ran as follows.

"You are late, I can cancel your flight"

Me: I have 22 minutes before the plane door is shut

Agent: We called you three times.

Me: I did not hear any call

Agent: Of course you are on a different planet! You have the airpods in your ears,

Me: They are shut. I dont have any music running, I can hear you clearly

Agent: Of course, you know best! We are talking non-sense when we say we called on you. Do they wait for you in Europe? They would have left without you if you are that late. When it says 16.35h it means you have to be boerded 20 minutes before that. 16.35h is air-time (?!)

Me: They actually wait. On three different occasions, I was last minute late. They waited for me, and even called me on the phone to check on my whereabouts!

Agent: Oh! I travel to europe twice weekly, they close the boarding 20 minutes and left you behind!

Me: I honestly have been late on three occasions in my travels and waited for me

Agent: So, you were lost in the tax-free shop and did not care

Me: Yes I was in the tax-free shop.

He was so reprimanding and deriding throughout the above.

On arrival at the gate a lady was rushing me through: Come on, you are so late, go on.

At that moment I answered back really upset: What else do you want, I am stood up on one leg to tie the shoe lace of the other shoe (we have to pass shoes through X-ray security in cairo). What else do you expect me to do? I was met by a rude unprofessional man and now another person reprimanding me for being late. Ok, I am late! It is not the end of the world. There was no need for all what he has been reprimanding and addressing me in such a deriding manner. This mannerism does not pass without consequences!"

They both fell silent then

I entered the plane at 16.22h.

There were still men in High-Viz jackets stood by the door of the cockpit.

The plane moved at 16.55h

And the surprising reality is that the London bound plane from Vienna was delayed waiting for passengers arriving from other connecting flghts.

The astounding feature of this encounter is that the torrent of humiliation and reprimand continued in a very loud voice and deriding tone continued for at least 4-5 minutes along the corridor of the airport. This was further continued by the lady at the gate as if encouraged by his tone of speech.

I have never EVER been addressed, spoken to, or humiliated in that manner on any of my flights at any airport.

Claimed loss: Dignity!!!

Desired outcome: To hear of the outcome of investigation and the training of these agents with regards "diversity and inclusion".

Confidential Information Hidden: This section contains confidential information visible to verified Austrian Airlines representatives only. If you are affiliated with Austrian Airlines, please claim your business to access these details.

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