Dear Sir/Madam,

My name is Mansour A Mansour. I am US Citizen and Resident in Richmond Virginia.

Am writing for 4th time to express my concern regarding the negligence to my request for ticket refunds. I have submitted 2 written complaints and raised several calls to Saudi Airlines office at Dulles International Airport and the Vienna Office but unfortunately no response. I was told an investigation is being made but this has taken a long time, over 6 months. Here is the problem;

My parents were back in July 2017 booked to travel on your Saudi Airline from Dulles International Airport (IAD) to Khartoum via Jeddah, (JED). Their names and tickets numbers are as follows;

AHMED ADAM AHMED MANSOUR Ticket # 065868411456801
MARYAM AHMED HAMID Tickets # 065868411456901

The flight number were;

SV 36 WASHINGTON/ IAD JEDDAH/JED 07/23/2017

The passengers arrived at the Saudi airline counter at Dulles International Airport, checked in and were issued boarding passes, for their flight to Jeddah, (copies of boarding passes attached). Due to my father's age, a wheel chair was requested, and the airline staff assisted them go through the air traffic security check points until the flight safety room. They were were asked to wait until the boarding time. They waited, for over an hour and were later informed that they missed the flight and told to return.

Later my parents called me to inform they were told they missed the flight. Their statement never made sense. How could they miss the flight if they were checked in, issued boarding passes and the airline staff arranged a wheel chair for them. The airline wouldn't have issued boarding passes to them or any passenger if he/she was not going to make to the flight.

I have since then contacted the travel agency, Justfly, asking refund. The travel agency told me it would take 5 weeks for the tickets cost, $1040.00 to be refunded. I followed immediately after 6 weeks but the agent told me the refund was still pending from the Saudi Airline. More recently the travel agent emailed to inform me that the airline had rejected the refund due to no show. I explained that the passengers arrived on time, checked in and were issued boarding passes and that the Saudi Airlines staff airline arranged a wheel chair and assigned someone to help my parents go through the air traffic security checks.

The travel agency advised to contact the airline. I called the Dulles International Airport office and after long conversation with the station supervisor, he advised to write to Customer Relations. I have since then raised complaints and made calls but no action. on 02/14/18 Customer relations requested that the complain is submitted again and here am submitting.

I would appreciate if this could urgently be resolved.

Mansour A Mansour / Abubaker Abdelrahman
Richmond, Virginia
[email protected]

+804 641 3419

Dear Sir/Madam,

My name is Mansour A Mansour. I am US Citizen and Resident in Richmond Virginia.

Am writing for 3rd time to express my concern regarding the negligence to my request for ticket refunds. I have submitted 2 written complaints and raised several calls to Saudi Airlines office at Dulles International Airport and the Vienna Office but unfortunately no response. I was told an investigation is being made but this has taken a long time, over 6 months. Here is the problem;

My parents were back in July 2017 booked to travel on your Saudi Airline from Dulles International Airport (IAD) to Khartoum via Jeddah, (JED). Their names and tickets numbers are as follows;

AHMED ADAM AHMED MANSOUR Ticket # 065868411456801
MARYAM AHMED HAMID Tickets # 065868411456901

The flight number were;

SV 36 WASHINGTON/ IAD JEDDAH/JED 07/23/2017

The passengers arrived at the Saudi airline counter at Dulles International Airport, checked in and were issued boarding passes, for their flight to Jeddah, (copies of boarding passes attached). Due to my father's age, a wheel chair was requested, and the airline staff assisted them go through the air traffic security check points until the flight safety room. They were were asked to wait until the boarding time. They waited, for over an hour and were later informed that they missed the flight and told to return.

Later my parents called me to inform they were told they missed the flight. Their statement never made sense. How could they miss the flight if they were checked in, issued boarding passes and the airline staff arranged a wheel chair for them. The airline wouldn't have issued boarding passes to them or any passenger if he/she was not going to make to the flight.

I have since then contacted the travel agency, Justfly, asking refund. The travel agency told me it would take 5 weeks for the tickets cost, $1040.00 to be refunded. I followed immediately after 6 weeks but the agent told me the refund was still pending from the Saudi Airline. More recently the travel agent emailed to inform me that the airline had rejected the refund due to no show. I explained that the passengers arrived on time, checked in and were issued boarding passes and that the Saudi Airlines staff airline arranged a wheel chair and assigned someone to help my parents go through the air traffic security checks.

The travel agency advised to contact the airline. I called the Dulles International Airport office and after long conversation with the station supervisor, he advised to write to Customer Relations. I have since then raised complaints and made calls but no action. on 02/14/18 Customer relations requested that the complain is submitted again and here am submitting.

I would appreciate if this could urgently be resolved.

Mansour A Mansour
Richmond, Virginia
[email protected]

+804 641 3419

Dear Sir, My name is Armaghan Rehman, I am emailing you from Islamabad Pakistan and I have already lodged my complaint with the international aviation organisation's office in Newyork, Head office in Canada and they asked me to email you first before pursuing this case further with them. I want to send you the complete list of events before I pursue my case further with local courts in U.S. and International Aviation organisation. Me, My wife and My parents decided to Visit U.S. In October, 2017 so we purchased tickets from a Local travel agent in Islamabad, Pakistan and traveled on the 31st of October reaching New York on the 1st of November 2017. We used Saudi airlines for the first time, since we have traveled in Qatar, Etihad and Emirates before and we were thinking Saudi Airlines would be as good as those airlines or even better then them. However we had a terrible terrible experience while coming back. My wife and me traveled from JFK to Islamabad, Pakistan on the 8th of January 2018. However since the weather was bad in New York were missed our flight from Jeddah to Islamabad and we had to stay on the airport for the night. To my surprise we were not offered any services and I had to fight with the Airport Supervisor from 2pm till 7pm when he eventually refused us any place in the lounge. Eventually I had to pay the business lounge people till the next day i.e. 10th of January so that we could fly back from Jeddah airport to Islamabad. While reaching Islamabad we lost our luggage and then one of the bags was torn apart completely. The images for the Bag and the Claim form is attached to this email. After all this happened, the worst had yet to come and that was when my parents had to travel back from U.S. They had a same flight from New York [INVALID]-> Jeddah [INVALID]-> Islamabad and had a one hour stay in Jeddah, however on a different date i.e. in February but they were not allowed to board. The reason the Saudi airline representatives gave on the JFK Airport was that they wont be able to catch the other flight from Jeddah to Islamabad. I don't know why the Saudi Airline came up with that reason when my wife and me traveled on the same flight and we were allowed to board the plane from New york although that plane was late because of the blizzard there. Anyhow since my parents were not allowed to board, the Saudi airline people charged them for another ticket (Stating that was unfair by the airline themselves). My Parents missed my cousins wedding here and when they went to the airport the second time after then, they were told again that the ticket they purchased 3 days ago was cancelled again and they were suppose to pay even more for the airline ticket and also the luggage which was totally absurd and ridiculous since the ticket issued by Saudi airline it self was cancelled by them. The complaint is attached in full in the Word document attached. Thanks.

Dear Sir,
My name is Armaghan Rehman, I am emailing you from Islamabad Pakistan and I have already
lodged my complaint with the international aviation organisation's office in Newyork, Head office in
Canada and they asked me to email you first before pursuing this case further with them.
I want to send you the complete list of events before I pursue my case further with local courts in
U.S. and International Aviation organisation.
Me, My wife and My parents decided to Visit U.S. In October, 2017 so we purchased tickets from a
Local travel agent in Islamabad, Pakistan and traveled on the 31st of October reaching New York
on the 1st of November 2017.
We used Saudi airlines for the first time, since we have traveled in Qatar, Etihad and Emirates
before and we were thinking Saudi Airlines would be as good as those airlines or even better then
them.
However we had a terrible terrible experience while coming back.
My wife and me traveled from JFK to Islamabad, Pakistan on the 8th of January 2018.
However since the weather was bad in New York were missed our flight from Jeddah to Islamabad
and we had to stay on the airport for the night.
To my surprise we were not offered any services and I had to fight with the Airport Supervisor from
2pm till 7pm when he eventually refused us any place in the lounge.
Eventually I had to pay the business lounge people till the next day i.e. 10th of January so that we
could fly back from Jeddah airport to Islamabad.
While reaching Islamabad we lost our luggage and then one of the bags was torn apart
completely. The images for the Bag and the Claim form is attached to this email.
After all this happened, the worst had yet to come and that was when my parents had to travel
back from U.S.
They had a same flight from New York ---> Jeddah ---> Islamabad and had a one hour stay in
Jeddah, however on a different date i.e. in February but they were not allowed to board.
The reason the Saudi airline representatives gave on the JFK Airport was that they wont be able to
catch the other flight from Jeddah to Islamabad.
I don't know why the Saudi Airline came up with that reason when my wife and me traveled on the
same flight and we were allowed to board the plane from New york although that plane was late
because of the blizzard there.
Anyhow since my parents were not allowed to board, the Saudi airline people charged them for
another ticket (Stating that was unfair by the airline themselves).
My Parents missed my cousins wedding here and when they went to the airport the second time
after then, they were told again that the ticket they purchased 3 days ago was cancelled again and
they were suppose to pay even more for the airline ticket and also the luggage which was totally
absurd and ridiculous since the ticket issued by Saudi airline it self was cancelled by them.
Tickets Issued By Saudi Airline Staff on JFK airport attached here: -
My parents paid even more money and came back to Islamabad.
I would like to speak to some one at Saudi airlines.
I tried calling them on the Numbers provided for the U.S. offices however no body picks those up.
To my luck I got in touch with some one just now, His name was Hassan from Newyork office and
he asked me to Email you guys.
I demand compensation for financial losses we had, Mental stress my parents had to go though,
Extra payments made for the tickets, luggage and for the loss of time they had because of this bad
processes exercised by the saudi airlines and its staff in U.S..
I am also going to take this up with the Local claims court in U.S. as I got all the documentation
required for this in case Saudi Airlines doesn't compensate my Parents for all the Agony they had
to suffer.
I am Also Attaching the Picture of my Luggage and the Claim form here :-
Thanks
Best Regards,
Armaghan Rehman
(908) 212 1566 - Cell

Dear Sir / Madam,

My parents were back in July 2017. They were booked to travel on your Saudi Airline from Dulles International Airport (IAD) to Jeddah (JED) and then to Khartoum. Their tickets numbers and travel details were as follows;

AHMED ADAM AHMED MANSOUR Ticket # 065868411456801
MARYAM AHMED HAMID Tickets # 065868411456901

The flight number were;

SV 36 WASHINGTON/ IAD JEDDAH/JED 07/23/2017

The passengers arrived at the Saudi airline counter at Dulles International Airport, checked in and issued with boarding passes, fro their flight to Jeddeh, (copies attached). Due to my father's age, a wheel chair was requested and the airline staff assisted them go through the check points until the flight safety room, where they were asked to wait until the boarding time. They waited , for over an hour. My parents were later informed that they missed the flight and asked to return.

Later my parents called to inform that they were told they missed the flight. I never expected them to return and their statement never made any sense since. How could they missed the flight if they had already checked in, issued boarding passes and the airline staff arranged a wheel chair for them. That didn't make any sense as the airline wouldn't have issued boarding passes to them or any passenger if he/she was not going to make to the flight.

I have since then contacted the travel agency, Justfly, requesting refund. The travel agent told me it would take 5 weeks for the tickets cost, $1040.00 to be refunded. I checked immediately after 6 weeks but the agent told me the refund was still pending from the Saudi Airline. More recently the travel agent emailed to inform me that the airline had rejected the refund due to no show. I explained to the travel agency that the passengers were there on time, were checked in, issued boarding passes. In fact the airline arranged a wheel chair and assigned someone to help my father go through the air traffic security checks.

The travel agency advised to contact the airline. I called the Dulles International Airport office and after long conversation with the station supervisor, he advised to write to Customer Relations.

I would appreciate if you could kindly consider.

Mansour A Mansour
804 641 3419
Richmond Virginia

[email protected]