✅ Trip Verified
| Bangkok to Kuwait via Bahrain. I will never fly Gulf Air again. Pity. Convenient service, very favourable price, on-board customer service always excellent. Total contrast to the ground staff. New Year’s Eve 2017/18. Diverted flight to DXB instead of BAH, then from DXB to BAH and then from BAH to KWI. Worst customer experience I and others who spoke with have ever had. GA turned a minor problem (fog, inevitable delays) into 24 hour nightmare - no doubt longer for some customers less lucky than me. At DXB for about 11 hours. No update issued the entire time. But that experience was mild compared to when we arrived at BAH. Staff totally unresponsive to and contemptuous of their customers, who had serious and legitimate needs, questions. Instead of trying to help, GA staff seemed to take pleasure in making customers’ waiting experience as painful and lengthy as possible. After I lined up for over 6 hours near Gate 13, some staff manning the cues suddenly walked off. Promised to return but never did. One senior GA staff member angrily yelled at the crowd that it was their fault that they were waiting so long because they could not cue in 1 line. He told remaining staff to leave. No reason given. Eventually no one left to serve the customers. Told to go to the transfer area to be served. Went from terrible to much worse. About 15 customer cues, area totally crowded. After 2 hours, some staff again just left, didn’t return. So some cues had no staff. So cues soon turned into an unruly mob pushing and shoving, all pleading to be served. Instead of putting on more staff, GA operated understaffed, but not overworked! All staff at all times were visibly very calm, very relaxed, working very slowly, and also amused to be observing the pleas of the distressed crowd. They thought it was all a joke. There were up to 6 -8 other staff just monitoring the crowds from the front with a contemptuous smile. They could have helped out the lines that had no staff member, but didn’t bother to. Totally ignrored customer requests for assistance. One desperate elderly customer showed me his chest bandages and asked me to hand his passport details to the staff member. He was too weak to fight the pushing crowd. I was by this stage close to being served. I shamefully didn’t help the old man. I was fearful that handing another person’s documents could get me in trouble with the staff & delay the time I would be served. As it happened, as soon as I was given my new boarding pass, I was instructed to go immediately to the gate as they were departing. No baggage ref. number given to me. 5 minutes later and I would have missed that flight & not know when able to get another. It was survival of the fittest at this stage. The above situation was one that the management and ground staff created. They treated their customers like animals. Like a large herd of cattle. People were in distress. Responses to customer requests (if at all) with mindless answers like ‘just wait’ & bored smirk. I thought that the lack of oxygen, water & endless standing could cause me to pass out. I hung on because the alternative was worse – not knowing when I would leave BAH. The experience was so ugly that I refuse to use them again for moral & practical reasons. PS. don’t even have luggage back yet. Whether I get it back or not, so relieved to escape nightmare. Space limit precludes further details.