Dear Manager,
I am writing to raise an enquiry regarding an issue, i have faced at the airport while travelling from toronto to calgary. I had high expectation while booking flight but, unfortunately my experience does not meet to my expectation which left me teriffied and shocked.
I traveled with KLM airline on 20th may 2025. The departure time was 0300am and arrival was 12:30 EST. For futher details, I have attached my ticket below.
The hospitality by airport checking team on gate no. 3 was not welcoming. I observed that during security check, they were being rude to most of the customers. In regards to my experience, as I entered at security check, they stop me for interoggation and prohibit me from entering waiting area for departure. Stating that my bag is exceed of 20kg weight limit per person as stated in airport policies. As being a very organised person, I had measured my bag on different weighing machine at home and it was hard to believe that it exceeds 9 kg limit. I told them multiple times to weight with different machine, but they ignored and started laughing at me. I feel this really insulting. And when I asked what their name are, as staff was not even wearing name tags that furthermore arises security conflicts, they didn’t answer. After half an hour of argument, they finally check with differnt scale and passed my luaggage.
But they did not apologise for their mistake. Due to this time lapse, I was almost to missed my flight. I did reach but on the last call by operators. After all this, still, I had to wait for my bags at calgary terminal as without informing me my bags were delayed and to be delivered by next flight.
I am expecting an formal apology from specific team and reassurance that it would never happen in future again. Along side, I would recommend to provide training related to hospitality to all of your staff.
I am looking forward for quick response and believe that you will take initiative to resolve such issue.
Yours Truly,
Tina