Singer Adnan Sami has expressed disappointment with the service he received at Mumbai Airport's Terminal 2, alleging negligence and unprofessional behaviour by the staff of its Pranaam service. In a lengthy post on X, the singer detailed his recent experience and said he was unhappy with the way he and his team were treated despite being long-time customers.Adnan began his post by calling out the service and pointing out that he had been using it since its early days.
However, he said his latest experience was far from satisfactory.According to the singer, no staff member was present to receive them when they arrived at the airport, despite the team having called his staff earlier to confirm their arrival. He was also unhappy with the handling of their flight delay.
Their Air India flight was delayed by five hours, but Adnan claimed that the Pranaam team informed them about it only after they had cleared the entrance security.He said an earlier update would have allowed them to avoid the unnecessary wait and remain at home until closer to their departure time. Adnan Sami alleges unprofessional behaviour by staffThe singer also raised concerns about the conduct of the female staff member assigned to assist them.
He alleged that she remained occupied with her phone and did not turn up when it was time to escort them from the lounge to the departure gate.Instead, she reportedly sent a porter to accompany them. Adnan claimed that the porter himself did not know where the staff member was.
After taking them to the gate in a buggy, he had to look for her and eventually found her sitting in a corner, using her phone. Adnan further alleged that the staff member was unaware of how to help them navigate the crowded departure gate, despite the First and Business Class section being relatively empty.
He said he and his team had to find their own way through the crowd.The singer also claimed that the staff member was not apologetic when questioned about her conduct and instead responded rudely.Shame on Pranaam Services at Mumbai Airport T2! As a long time client I have to share that my last experienceWellit 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, 2026Calling the incident extremely disappointing, Adnan said this was the second time he had faced an unpleasant experience with the service. He also questioned its attitude towards customers, pointing out that people pay for the assistance and deserve professional treatment.In his post, he tagged Mumbai Airport's official X account, the Adani Group, Gautam Adani and the Airports Authority of India, seeking attention to the matter.Adnan Sami questions Mumbai Airport chatbot's responseThe singer's complaint did not end with the staff's conduct.
He also expressed dissatisfaction with the response he received from Mumbai Airport's chatbot after raising the issue.Adnan felt the response was generic and took issue with the informal manner in which the chatbot addressed him. He questioned why the airport could not ensure that its automated responses followed basic standards of professional communication.Taking another dig at the response, he wrote, "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??"He further criticised the airport's handling of the complaint and ended his post with, "Kuch Tameez aur Tehzeeb seekhiyay..Hadd hai!(Learn some manners and etiquette. This is ridiculous!)Adnan Sami is known for several popular songs, including Tera Chehra, Kabhi To Nazar Milao, Lift Karadey, Bhar Do Jholi Meri, Aye Udi Udi Udi and Ishq Tamasha.
Over the years, he has established himself as a popular singer and musician in the Indian music industry.- Ends