In my 35 years of professional career and global travel, I have never encountered such a blatant level of negligence and disrespect towards passengers as I did today with the staff at the airline. Due to inadequate management, a complete lack of preparation, and a troubling indifference toward customers, three lines of nearly 100 people each formed, all waiting for assistance at the airport today, 12/20/2024. This situation was not accidental—it stemmed directly from poor organization and a total absence of leadership. The most concerning issue was not the waiting time but the arrogant and dismissive behavior exhibited by some agents towards passengers. It was profoundly upsetting to witness their disregard, as they laughed among themselves and treated visibly tired, confused, and frustrated travelers with contempt. I observed this in disbelief, questioning: Is this the so-called “ROYAL” airline? Where is the fundamental respect for customers?
The explanation given was that passengers needed to stand in line and take a number from a malfunctioning system, shifting the blame onto the customers for an operational failure that was entirely the airline’s fault. It was clear that staff had no clear instructions or supervision. Passengers understandably lost their patience and requested to speak with a manager. No responsible individual appeared. The complete lack of on-duty management indicated a disregard for resolving the situation or for upholding the dignity of customers.
What transpired today was shameful and unacceptable. Customer service did not merely fail—it was treated with disdain.
Rest assured, I will NEVER fly with you again.
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