Threatened, Accused, Refused Boarding: Shocking Biman Bangladesh Business Class Experience in Dubai

This incident occurred a mere 5 hours ago. Recognising the highly unacceptable behaviour displayed by the two ground managers at Biman Bangladesh Dubai Office, I promptly decided to edit and upload the videos as quickly as possible.

On Biman Bangladesh Airline's official website, I booked a one-way, full fare business class ticket from Dubai to Dammam via Dhaka, which amounted to approximately $1,300 Australian Dollars. After checking in online and completing the Dubai immigration process, I arrived at the boarding gate with the boarding pass sent to my email by the airline. However, I encountered an obstacle at the boarding gate.

I presented my E-visa for Saudi Arabia to the Biman manager in Dubai, but they disputed its authenticity, stating their inability to verify it. In an attempt to find a solution, I proposed accompanying them to Saudia (Saudi Arabia's flag carrier), where the staff could assess the validity of my visa and, hopefully, permit me to fly. Regrettably, my offer was declined, and they persisted in labeling my travel plans as "suspicious." Despite explaining my intentions as a YouTuber seeking to experience Biman's Boeing 787 daytime service, they baselessly accused me of harbouring criminal intentions.

To exacerbate matters, I faced further threats and baseless accusations, culminating in a threat of arrest by the police should I continue to assert my position. Such abysmal customer service from an airline manager is utterly shocking and merits public exposure. Biman Bangladesh Airlines, will you ever Apologies?

00:00 Background information
01:52 Explaining the reasoning
03:53 Asking for a third opinion
04:40 My thoughts
05:51 Aggressive and rude managers
06:55 My take

#bimanbangladesh #dhaka #businessclass

[RoryDing]

Latest Update:
After receiving the initial email from Biman's Regional Manager, I replied and demanded a full refund and reimbursement for the last-minute Qatar flights that I had to book. (You can find the full email in channel’s community post section)

I have just received their reply email, and they have agreed to both the refund and reimbursement requests.

Thank you for everyone's messages and comments! Without your support, this wouldn't have happened so quickly! And thank you, Biman, for resolving this issue promptly.




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The initial email was as follows:



“Greetings from Biman Bangladeshi Airlines ltd. Dubai!

It has come to our notice regarding the video which you have posted on you tube and your negative experience at the airport. Thank you for your valuable feedback. We fully understand your disappointment in not being able to travel yesterday and we are extremely sorry to hear about this incident.

Our sincere apologies that you had to face such an unpleasant situation due in part to a misunderstanding with our airport team. We sincerely regret that you were refused boarding on our flight yesterday, but we assure you that we will be investigating the matter. I would like to highlight that Biman Bangladesh Airlines constantly strives to exceed customer expectations and provide services as per the agreed standards. We truly apologize for the staff’s behavior and the distress you have had to face last night. It is regrettable that our staff was perceived as rude, but the team would like to assure you that it was not as such. Any error of judgment from the airline’s side would mean being slapped with heavy deportation fines from immigration. We hope that you understand our intentions were never to be rude or disrespectful.

Furthermore, we would be happy to rebook your ticket for any future date of travel without any additional charges. Kindly advise us the date that you would like to travel, and I will personally be there to greet you with my presence at the airport. We are committed to providing a safe and enjoyable experience with Biman Bangladesh for all of our guests and would like to tell you that we do take our customer feedback very seriously. We are confident that your next travel with us will be much more enjoyable.

We sincerely appreciate that you have taken the time and effort in sharing the feedback with us and thank you for your patience whilst our management reviews this incident in further detail.

Please be assured that we remain committed to upholding the service standards and meeting your expectations. We continue to provide our support and look forward to meeting your expectations.

Once again we apologise for the inconvenience .

Thanks & Regards”
…

[zsrhusain]

Disgraceful treatment. The manager was unnecessarily rude and aggressive, he should be fired. Shows the airline in a very bad light. Also send a complaint to IATA. Hopefully you will get a refund.

[Bruski.]

It's irrelevant whether you're a YouTuber or not, if you want to fly in an indirect route, and are prepared to pay for it, there should be no problem with that, there are no laws saying you have to fly direct anywhere you want to go. Screw Bangladesh airlines, after this I can see a lot of people avoiding this airline at any cost, I know I will be.

[johannbrandstatter]

If that was " business class "... what must " normal " class be like ? You are simply too nice Rory ! Remember, this can happen to any of us - no matter who you are ! At times you run into idiots, with no way to avoid them ! Happy travelling Rory !

[tekkieman]

The level of aggression and certainty of criminal activity from the gate agent is off the charts. It's one thing to be suspicious of someones travel, but in that case, have someone with knowledge and authority come over and talk to you. I had some interest in trying out Biman in the past, but certainly not now.

[steveremington]

Well done Biman ground staff in Dubai. At the time on me watching this video you have as a minimum made 1, 454 people at least think twice about EVER fliyng with your airline.

The Biman marketing department will be so proud of you.

[mikedotcom]

Some of the worst customer service I've seen from an airline. Abusive. Bloke shouldn't be anywhere near customers. Hope the airline see this and take action.

[BowlSoHard]

As a Bangladeshi, I avoid Biman like a plague! I am so sorry this happened to you, Rory. There's absolutely no reason for those agents to treat you like this.

[patrickwong]

Keep us informed if you get an apology from these clowns. Sorry, you had to go through this.

[tsetstransport]

WHAT!!?? This is absolutely disgusting behaviour! The employees have harassed you for completely no reason!! The employees also seemed quite racist, the staff were quite stupid to still do all that even though you said you were a YouTuber! Something that just shocks me is that you didn’t do anything wrong and you were respectful when arriving, then you get treated like crap! I hope this airline gets sued, they damn deserve it!! 😡😡

[IvanProsper]

so sorry this happened. i hope it won't discourage you from travelling and uploading your superb videos. those staff deserve to be sacked

[wk]

Bangladesh Airlines. Aussie tourist free since 2023. Glad you did the video Rory. Keep up the good work mate. Hold these muppets accountable!

[PegassiLampadati]

Disgusting behaviour from the staff, glad you posted this on youtube, people should stay away from this airline.

What kind of people do they hire, mafias?

[alanstocker]

I have emailed the airline and stalked them on Facebook with links to this, I hope that the airline rep loses his job for the way he treated you and calling you illegal

[jjjddd]

Keep up the fantastic work Rory. There's heaps of us Aussies that love your YouTube content.

[DarkRequiemFilms]

I know first hand, when someone refuses to give you their name straight away, they know they are in the wrong. I hope someone at Biman Bangladesh Airlines see your video and goes above and beyond to rectify this wrong doing, starting with firing that person who was threatening you. Stay safe.

[deelightfool]

I hope the excectutives of that airline see this and those people lose their jobs. So aggressive.

[iFlyTheWorld]

Hi Rory. As a fellow Australian YouTuber I feel your pain and frustration. This is disgraceful behaviour and is a risk we face all the time by ground staff that don't understand the finer details of how the travel and visa processes work or the actual entry requirements for transit passengers. I've had similar experiences with ground staff giving wrong information about their own home base requirements. It can be the luck of the draw on the knowledge and experience of the check-in staff or gate staff. I look foward to hearing how you go with a refund, compensation or apology from Biman HQ.

[Brucetiki]

That manager has embarrassed himself, his airline, and his country with his conduct. If this airline had any integrity, that manager should be sacked on the spot.

[salmanGT]

As a Bangladeshi. I humbly apologize on behalf of my country. WE APOLOGIZE FOR THIS KIND OF BEHAVIOR