Heathrow Airport review: Airport manager rude, discriminatory and illegal behaviour

Date and time of travel ＆ incident: Sep 6th 2023

Terminal: 4

Flight number: CZ674

Location of the incident within security: the seats in front of check-in desk F

Names of staff members involved in the incident: Numan Naseer and his supervisor

I and my girlfriend had a flight that day.

We met at 5 p.m. in Terminal 4, and then I left her there for a while to look for some missing stuff.

Unpredicably, she cried after I left (because she missed her family and me).

I did not know until I came back to Terminal 4.

What I could do was only wait for her to clam down.

Then an airport staff member (Numan Naseer, T4 manager, I knew later) came to involve us rudely.

He suspected me of being a criminal who damaged my girlfriend.

I can speak English, but he interrupted me rudely and let me speak Chinese with his translator (I think it was discrimination).

He did not listen to my explanation and stubbornly insisted on his opinion that I am a criminal. He also treated me like a criminal.

My girl said five times to him that she was fine. But Numan did not listen.

He threat us, sit for enough 10 mins, if we dare leave early, he would call police. We need to line up to check in for the flight so we stand up. After he saw this, he called the police and also called his security team to stop us from leaving and illegally restrict our freedom.

We did not want to cause a body conflict, so we had to stay there because of his rude behaviour and pressure.

After 15 mins, two policemen came to talk to us professionally and politely and said we are OK.

After that, Numan had to let us leave.

We did not need to suffer this but because of Numan's arrogance

and rude behaviour. He called the police cuz we did not listen to his "command" which made him unhappy and lost his face.

I asked to see his supervisor and complained this to him, but his supervisor insisted he did nothing wrong, even I pointed out the rude behaviour and how Numan treat us.

After I got home, I complained twice to Heathrow customer service. Among them, I sent more than 50 emails, but they ignored my emails and pretended to see nothing on purpose. I believe the manager (Numan) and his supervisors had asked customer service to cover them up and ignore my emails.

They clearly knew what happened including details but just dont want to respond to my complaint.

This incident has hurt to me and my girlfriend both. That's why we insist on asking for justice.

We had no way but to take legal action now. But I am not in the UK at this moment. So I wish to try every way I can to ask for justice.

We want no money or compensation; we want nothing but a heartfelt apology from Numan for his rude and illegal behaviour.

Thank you.

Yi