Verbal Abuse And Threatening Conduct By A Passport Control Officer

I am writing regarding a serious incident that occurred yesterday at Istanbul Airport at around 21:00, while I was traveling with my mother on a Jordan Aviation flight. While we were standing in line at passport control, at window 23 in the departures area, we witnessed a female officer repeatedly shouting at passengers in a very aggressive and disrespectful manner. When it was our turn to approach the passport control desk, this same officer shouted at my mother in a very loud and disrespectful way, ordering her to move back. I calmly asked the officer only one thing: “Please be kind with my mom.” Instead of responding professionally, the officer became extremely aggressive toward me. She hit the glass barrier, raised her voice at me, verbally insulted me and behaved in a clearly threatening manner. In front of other passengers, she also attempted to physically approach and assault me. Another officer eventually intervened and removed her from directly in front of me. However, he only told me, “Go, go,” and did not offer any explanation or apology. No apology was given to me or my mother, and as far as I could see, no immediate and visible action was taken against the officer, despite her unacceptable behavior and attempted physical aggression. I was deeply shocked and humiliated by this experience. I was treated in an extremely disrespectful and threatening manner while simply traveling with my mother and asking the officer to speak to her respectfully. No passenger should be subjected to this kind of treatment by airport staff. I request that this incident be formally and thoroughly investigated, including reviewing the CCTV footage for the relevant time, around 21:00, and window 23, and identifying the officer involved. If the investigation confirms her behavior as described, I expect appropriate and concrete disciplinary action to be taken against her. In addition, I would like to receive a formal written apology for the way my mother and I were treated, as well as a clear explanation of what action has been taken following my complaint. Given the humiliation, distress and threatening behavior I experienced in front of other passengers, I also ask that Istanbul Airport consider appropriate compensation or another meaningful form of remedy. I sincerely hope that the airport will address this matter appropriately and that I will not need to escalate the complaint further. However, if the matter is not properly investigated and addressed, I reserve the right to seek assistance from the Embassy of Jordan in Türkiye and pursue the appropriate formal channels regarding this incident.