Adnan Sami calls out Mumbai Airport staff over ‘misconduct’ and ‘unprofessional behaviour’: “Extremely rude”
Singer Adnan Sami has expressed his disappointment with the services at Mumbai Airport’s Terminal 2, alleging negligence and unprofessional behaviour by the staff of its Pranaam service. The singer took to social media to share his experience, claiming that he and his team were subjected to poor treatment despite having used the service for several years. He also questioned the airport authorities’ approach to handling customer complaints after receiving what he described as a generic response from their chatbot.
Adnan Sami alleges negligence and rude behaviour by Mumbai airport staff
Taking to X, Adnan shared a detailed account of his experience with the Pranaam service. He mentioned that he had been using the facility since its early days and expected a certain level of professionalism from the staff. However, he alleged that despite receiving a call from the team to confirm their arrival, no staff member was available to receive them at the airport.
He further pointed out that the service was aware of their flight delay but failed to inform them in advance. Expressing his frustration, he wrote, “Our flight was delayed by airindia five hours (which in itself was appalling!), a fact that Pranaam knew, but they only informed us after we had gone through the entrance security. Had they informed us beforehand, we would have easily avoided coming earlier to the airport & been sitting comfortably at home. Instead, because of their negligence and carelessness, we had to endure this long tiring wait at the airport.”
Shame on Pranaam Services at Mumbai Airport T2!
As a long time client I have to share that my last experience…Well…it was NOT good! To begin with, upon arrival no one was actively waiting to receive, even though they had called my staff’s phone to confirm our arrival and not to speak of the fact that I am one of their earliest clients ever since this service began. Our flight was delayed by @airindia five hours (which in itself was appalling!), a fact that Pranaam knew, but they only informed us after we had gone through the entrance security. Had they informed us beforehand, we would have easily avoided coming earlier to the airport & been sitting comfortably at home. Instead, because of their negligence and carelessness, we had to endure this long tiring wait at the airport.
Then, the female staff member assigned to us was completely rude! First, she was consistently on her mobile phone. When it was time to escort us from the lounge to the departure gate, she failed to show up. Instead she sent the porter. When asked where she was, the porter had no clue! We were take by buggy and when we arrived at the gate, the porter had to search for her, and he found her sitting in a corner, AGAIN, engrossed in her mobile phone chatting away! Only when she was reprimanded, did she hang up! There was a huge crowd lined up and she had no clue where to take us to fast track us through to the First/Business class section which was actually empty but she had no clue! We had to navigate ourselves through it all! Due to this huge crowd at this gate which was difficult to handle, there was chaos simply because this girl didn’t bother to do her homework. When she was reprimanded again, instead of being apologetic, she tried to snap back, for which she was immediately shut down. Extremely bad conduct and disappointingly unprofessional!
This is the 2nd time Pranaam has misbehaved. You charge for these services and have a monopolistic attitude which is extremely arrogant, infinitely annoying & egregiously disrespectful!
I’m once again extremely disappointed in the staff for this incident!@CSMIA_Official
@AdaniOnline
@gautam_adani
@AAI_Official
@Pib_MoCA
— Adnan Sami (@AdnanSamiLive) November 8, 2026
The singer also raised concerns about the conduct of the female staff member assigned to assist them. According to Adnan, she was repeatedly occupied with her mobile phone and failed to turn up when it was time to escort them from the lounge to the departure gate. Instead, a porter was sent to accompany them.
Sharing further details, he wrote, “Then, the female staff member assigned to us was completely rude! First, she was consistently on her mobile phone. When it was time to escort us from the lounge to the departure gate, she failed to show up. Instead she sent the porter. When asked where she was, the porter had no clue! We were take by buggy and when we arrived at the gate, the porter had to search for her, and he found her sitting in a corner, AGAIN, engrossed in her mobile phone chatting away! Only when she was reprimanded, did she hang up! There was a huge crowd lined up and she had no clue where to take us to fast track us through to the First/Business class section which was actually empty but she had no clue! We had to navigate ourselves through it all! Due to this huge crowd at this gate which was difficult to handle, there was chaos simply because this girl didn’t bother to do her homework. When she was reprimanded again, instead of being apologetic, she tried to snap back, for which she was immediately shut down. Extremely bad conduct and disappointingly unprofessional!” (sic)
Adnan further revealed that this was not the first time he had encountered such issues with the service. He questioned the attitude of the staff towards paying customers and said that people opting for the facility deserved professional assistance. He added, “This is the 2nd time Pranaam has misbehaved. You charge for these services and have a monopolistic attitude which is extremely arrogant, infinitely annoying and egregiously disrespectful,” he added.
Adnan Sami takes a dig at Mumbai Airport’s chatbot response
The singer’s disappointment did not end with his experience at the airport. After sharing his complaint, he received a response from Mumbai Airport’s official social media handle, which he felt was generic and failed to address the concerns he had raised.
Calling out the automated response, Adnan wrote, “Nothing more annoying than to get a standard template & ‘patronising’ response to a complaint that one has filed, from a BOT! That adds insult to injury!!”
He also questioned the formality and language used by the chatbot while responding to customers. Taking another dig at the airport authorities, he added, “Also, if you lack the manners, then at least program some manners into your BOTS how to address clients formally – We’re on first-name basis? Really??”
Concluding his post, the singer expressed his displeasure in Hindi, writing, “Kuch Tameez aur Tehzeeb seekhiyay..Hadd hai!(Learn some manners and etiquette. This is ridiculous!)”
Through his post, Adnan highlighted his dissatisfaction with both the assistance provided by the Pranaam service and the airport’s response to customer grievances.
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