Date and Time: 9th November 2024, between 11:10 AM and 11:40 AM Location: In front of the Fast Track and Normal Track security gates, Bristol Airport Staff Involved: • Male staff stationed at the Fast Track security gate. • Female staff (older lady) stationed at the Normal Track security gate. I accompanied my mother (about 60 yrs), grandmother (90 yrs) , and infant son to Bristol Airport. Upon reaching the security gates, we were met with unprofessional behavior, surprising ignorance, and outright rudeness from the staff. This experience not only reflected poorly on the airport but also on Bristol city’s reputation as a welcoming and efficient travel hub. Incident Breakdown: 1. Fast Track Access Denied Arbitrarily: o We approached the male staff at the Fast Track gate, confident that our Business Class tickets and Sky Priority status entitled us to use it. o Without even glancing at our tickets or asking any questions, he dismissively said, "No, no, go to the other gate," in a tone that was both condescending and unhelpful. o We were not given any explanation or opportunity to clarify why we couldn’t use Fast Track. 2. Rude Interaction at the Normal Gate: o Hoping to clarify the situation, we approached the older female staff at the Normal Track gate to ask if there was a Business Class lane within the Normal Track. o Her response was shockingly arrogant: "There is no business lane in the whole Bristol airport." o Despite our surprise at this claim, we proceeded to follow her instructions. 3. Unnecessarily Snarky Remarks: o We had a stroller for the baby and asked if it should go through the lane designated for wheelchairs or disabled passengers. Her curt and inappropriate reply: "The baby is not disabled." 4. Harsh Treatment of a 90-Year-Old Passenger: o My 90-year-old grandmother, unfamiliar with the process, mistakenly tried to follow my mother through the gate without scanning her ticket. o Instead of patiently or politely correcting her, the female staff shouted at her: "WAIT!" Such behavior towards an elderly person is completely unacceptable and disrespectful. 5. Failure to Apologize After Being Proven Wrong: o After seeing off my family, I returned to the male staff at the Fast Track gate to clarify why we were denied access. He reluctantly admitted that Fast Track is reserved for Sky Priority passengers. o When I pointed out that our tickets clearly displayed "Sky Priority" in bold letters (providing photographic proof), he remained silent and offered no apology. The female staff added dismissively, "They are already in anyway," without acknowledging their error.