Renowned singer Adnan Sami recently voiced his dissatisfaction with Mumbai Airport’s Pranaam service, labelling it as “lazy and inefficient.” The artist, known for his calm public persona, took to social media to express his frustration after experiencing what he described as substandard assistance at one of India’s busiest airports.
Sami shared that he had availed the paid Pranaam service, which is meant to offer premium assistance to passengers, including expedited security checks, baggage handling, and personalized help through immigration and customs. However, the experience he received did not match the expectations set by the service.
According to Sami, he faced significant delays, lack of coordination, and inattentive staff during the process. What made matters worse, he said, was the response he received after filing a complaint. Instead of an apology or a proper follow-up from the customer care team, he was given what he referred to as a “bot reply,” indicating that the system used an automated message to respond to his concerns.
“Why offer a premium service if you cannot maintain basic standards of hospitality and efficiency?” the singer questioned on social media. His post drew attention not only from his fans but also from frequent travellers who have faced similar issues. Many users responded with their own stories of delays and poor treatment at the hands of airport service teams, suggesting this is not an isolated incident.
Pranaam, a service launched by Mumbai Airport to cater to VIPs and premium travellers, has been marketed as a solution for those seeking smooth and stress-free airport transitions. With celebrities, business travellers, and international guests frequently using the facility, expectations around service quality are naturally high.
The backlash prompted a generic response from the Pranaam team, which appeared to further upset the singer. Sami later posted a follow-up message saying that automated, impersonal replies only prove the lack of accountability and genuine concern for customer satisfaction.
The incident has triggered a larger conversation around the effectiveness and reliability of premium services in Indian airports. While many facilities are upgrading to offer enhanced passenger experiences, gaps in execution and customer engagement continue to cause friction.
Consumer rights experts have noted that such public feedback from high-profile individuals can help drive accountability. “When a well-known figure raises a genuine concern, it often encourages service providers to reflect and improve,” said a former airline executive.
As of now, there has been no official apology or clarification from Mumbai Airport authorities regarding the incident. However, industry observers believe that such criticisms could push service teams to reevaluate their response mechanisms and training protocols.
Adnan Sami’s public statements have not only highlighted an individual grievance but also opened a broader discussion on the need for better customer service standards in India’s aviation sector. Passengers expect efficiency, courtesy, and professionalism, especially when paying for premium services—and anything less, as seen in this case, invites public scrutiny.
