The video has been viewed more than 620,000 times.
A viral video of a heated argument between a passenger and Lufthansa staff at Delhi's Indira Gandhi International Airport has prompted the airlines to open an investigation into the matter. In the video, shared on It also shows a Lufthansa ground crew member leaving her cubicle and asking a colleague to call security.
In particular, the specific reason for the passenger's denied boarding remains unclear, but the video has received a lot of attention online and has even attracted the attention of Lufthansa Airlines. “Kalesh b/w Air lufthansa crew and a passenger for Delhi – Munich – Toronto flights with return ticket (full context in clip),” the X user wrote while sharing the video, which has over 620,000 views.
Look below:
Kalesh b/w Air lufthansa crew and a passenger for flights Delhi – Munich – Toronto with return ticket (full context in clip) pic.twitter.com/BO4szehD10
— Ghar Ke Kalesh (@gharkekalesh) May 8, 2024
The video shows a ground crew member leaving her cubicle and asking a colleague to call security. The passenger, while capturing the confrontation on camera, asks the staff to answer her question. “I'm telling you very politely. I'm calling security,” the staff tells the passenger. “What you are doing is not allowed anyway. You cannot take the direct flight. If you want to know the rules, go to the German embassy,” the staff says while the passenger continues to film her.
The clip ends with the ground crew calling security and asking the passenger to quiet down. “I have already called security. Ma'am, please wait, you are not going to travel,” the staff says.
The clip was shared on the microblogging site last week. When a user tagged Lufthansa India, the airline replied in the comments section that they are looking into the matter and are in touch with the people involved.
Hello Harpreet, we are investigating this matter and are in contact with those involved. /Aria
— Lufthansa India (@Lufthansa_India) May 8, 2024
Meanwhile, scores of people also flocked to the comments section to share their reactions.
“There could be a genuine reason to deny entry to this passenger. But the way she pointed the finger at the passenger and used that tone was not cool at all. Imagine that you paid 75,000 euros for your ticket and that is how you are treated at the airport. Like she's not calling security, she's calling a gang of hooligans to scare that person,” one user wrote.
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“@lufthansa @DGCAIndia – seriously, what kind of training do the airlines give to their customers. If this is a polite manner then God knows what rude means. Can't explain the issue to her but will the embassy please explain? Is it intentional , because then they won, don't give the tickets back!” said another.
“How arrogantly she talked to the customer, because actually they don't care even if the customer was wrong, but she should have behaved politely. I have also faced similar arrogance, so @lufthansa should think about moving on from agency before it gets too late…” shared a third user.
“@lufthansa @Lufthansa_India How harmful it is to guide a customer for the right reason instead of bothering customers. What if one day you have to wait for customers and customers choose your competitors. Please treat the customers very politely because the future will be too competitive,” said an X user.