By Diljit Singh
Raminder Kaur Saini, a Canadian Overseas Citizen of India (OCI) cannot forget the nightmarish experience she had on her last visit to India. So much so that she is thinking of never visiting her birthplace again. Not even for her elderly parents.
The warmth and love showered by her parents and relatives was totally washed away by the ill treatment and non professional behaviour shown by the airline Cathay Pacific, which she had booked for her return journey to Canada after a brief stay with her family.
Even her Business Class ticket could not help her evade the apathetic and discrimination Cathay Pacific staff showed her. That day callous and indifference was ruling the airport. Due to mismanagement and non cooperation from airlines, she not only had to miss her flight despite boarding on time but also had to pay extra to fly next day for no fault of hers. The stress, helplessness and agony she faced during that 20 odd hours of her life were no less than an unforgettable nightmare.
For those who vouch for professionalism of international carrier – Cathay Pacific – this gory incident is an eerie testimony to their misconception.
The Travail
Raminder, 53, was on a trip to India to visit her ailing parents who live in Jaipur. Her father Kulwant Singh (80), a retired engineer, is a chronic heart patient while her mother Surinder Kaur (72), is a cancer survivor. She had a return ticket of Cathay Pacific flight CX694 on July 29, 2023 at 1.10 am from India Gandhi International Airport, New Delhi. She reached the airport at 21 hrs on July 28, 2026 well in time. She completed the security check and baggage check in by 22.30 hrs and was there at the boarding Gate at 00.05 hrs – well before the scheduled boarding time of 00:40 hrs on July 29, 2026.
“At 00:25 hrs, while doing one final check of my belongings before boarding, I found that my laptop was missing. I immediately approached the Cathay Pacific staff at the boarding gate and asked for assistance and guidance,” Raminder said.
Under distress, she urged Cathay Pacific ground staff to contact security area where she believed that she had left her lap top.
“Instead of helping me out in that distressful situation they point blank refused to contact security for locating my lap top which had some important data and personal memories,” she said.
Raminder said that the Cathay Pacific staff told her to go back to security and look for that lap top.
“I was sceptical as going and coming back from security could have taken 40 mins. So I requested them contact the security and keep that lap top in safe custody. The lap top could have been handed over to me when I would have landed in Canada. But the staff did not budge and remained firm in their advice,” she said.
Unending Agony
Devastated, Raminder then requested for buggy available at the airport for swift movement. But the staff was unmoved and the diabetic Raminder had to run fighting short of breath and muscle cramps to reach security. Her racing heart beat and booming anxiety good enough to be fatal. But surging those anxious moments, she reached there only to find that her lap top was sent to the lost and found department.
“Security personnel told me that there was no need for me to rush to the security for that lap top. Airlines staff could have coordinated and get my lap top delivered,” she said adding that had airport staff told her that she would not have tested her resilience.
Nevertheless, Raminder then decided to leave her lap top in airport custody and rush back to the Boarding Gate as time was ticking fast. She managed to reach the Gate by 01.00 hrs only to be stopped by the same Cathay Pacific staff saying that doors have been closed.
“The staff said that boarding cannot happen and doors have been closed and they even deboarded my luggage from the aircraft. I was devastated as I had no one to look upto. Even my costlier Business Class ticket which I had bought paying multiple times extra for comfort, was going in drain. By that time, my tears were not rolling down the eyes but my face and eyes were inundated with tears. My voice cracking, blood shot up and my mind became numb. Even enough to send me to coma,” Raminder lamented.
However, she gathered consciousness and enquired about next course of action from the Cathay Pacific staff. Shockingly, the staff shrugged their responsibility and said that she had to arrange for her next flight on her own.
With no support around and dipping pulse rate, I called up my parents who were on their way back to Jaipur for help and support. They came back immediately and took me to a nearby hotel.
“After some time, we spoke with Customer Care of Cathay Pacific in Singapore and explained them whole situation. They agreed for a ticket to the next flight but with additional cost. I was desperate that I didn't mind paying up additional cost and agreed for that,” she said.
Course Correction
Raminder has filed an official complaint with Cathay Pacific management and sought explanation along with some action.
1. Conduct a full investigation into the conduct of the Cathay Pacific ground staff involved at Gate 11 and the duty manager on July 29, 2026.
2. Review the CCTV footage from Gate 11, the relevant airport areas, and the boarding process to establish the timeline of events.
3. Review the boarding records and operational records for flight CX694 to confirm the actual time the aircraft departed the gate and the circumstances surrounding my refusal of boarding.
4. Review any communications between Cathay Pacific staff and airport security concerning my missing laptop.
5. Investigate why I was instructed to return to security when the laptop had already been located and, according to the security personnel, the airline could have contacted them directly.
6. Investigate the conduct and comments of the staff members who allegedly laughed, rolled their eyes, or otherwise behaved disrespectfully while I was visibly distressed and asking for assistance.
7. Investigate the conduct of the duty manager, Kavita, including her refusal to assist me with an alternative flight and her response that arranging another flight was “not my problem.”
8. Explain why I was not provided with reasonable assistance with rebooking, accommodation or other arrangements after being denied boarding under these circumstances.
9. Reimburse me for the reasonable additional expenses I incurred as a direct result of this incident, including the cost of accommodation and any additional transportation or flight-related expenses.
10. Consider appropriate compensation for the significant inconvenience, distress, disruption and financial loss caused by this incident.
11. Provide me with a written explanation of Cathay Pacific's findings and the actions being taken in response to this complaint.
Raminder claims that she has all the Relevant records and documents which can prove that she was not at fault and Cathay Pacific staff was responsible for that tragic episode.
“I request that all relevant records relating to this incident be preserved, including CCTV footage, boarding records, gate records, staff reports, passenger handling records and any communications relating to my missing laptop and the refusal of boarding,” she said.
The news story is based on the complaint lodged and the experience shared by Raminder Kaur Saini. Views of the writer is personal.
