24 June 2008

To the Manager
Complaint Department
Emirates Airline
Dubai, United Arab Emirates

Dear Sir/Madame,

I have decided to formally file a complaint against a certain “Francia”, one of your employee/staff at the Emirates Airline’s passenger handling section with regards to the severe and worst experience I have ever had in my 9 years in UAE.

To wit, that today (24th of June 2008), as early as 1 am in the morning. She informed me that my mother
Severina Mariano Agustin, a passenger of EK 333 flight from Manila bound to Dubai has been offloaded, and she vehemently argued with me over the phone that my mother who is ill and in wheelchair, was denied boarding at Flight EK 333, the time was 1850 Manila time.
As I was about to fetch her at the Dubai Airport from 10:30 PM last night (23rd of June), I placed a phone call at your handling section to double check why my mother was not yet appearing. It was already 1 AM the next day (24th of June). She advised me to contact the Emirates office in Manila to verify why my mother has been offloaded and denied at the boarding.

What concerns me, is Francia’s unwilling to give assistance to me as I requested. On the contrary, she rudely and arrogantly insisting that my mother was not on the flight EK 333.

I decided to go back home to Sharjah, around 1:30 AM, I received a phone call from Emirates Airline
Handling section from a certain “Chris”, who was so kind to inform me that my mother was in Marhaba Services counter at the Dubai Airport, and with an assisting person with the wheelchair.

The numbers that I called are the following: 04 2144444, 04 2161688 and 04 2245555, only to get disappointed when I received a phone call from a mobile number 050 7058624 own by a certain “Francia” with regards to the unconfirmed information about my mother.

I was so dismayed last night by her rude behavior the way she talked to me on the phone, and she even hunged up the phone 2 times.

This worst experience in UAE I had from my own compatriot who is really out to put me into a big mess last night. I had to made an overseas phone call to my sister in the Philippines, if my mother is indeed denied boarding, she must be roaming around the NAIA airport in Manila. I was so frustrated, because my mother is sick, she couldn’t utter a single word, although she can communicate, because she can write and read. It is due to her recent mild stroke, the reason why I am bringing her here for medical check-up.

The taxi, which I asked to drive as fast as possible from my house in Khalidiya, Sharjah had a nearly escape in minor road accident. My mother and the assisting person with the wheelchair, had been waiting for me since 12:30 plus midnight.

I really appreciate the assistance provided to my mother of Emirates Airline. That is undisputable.
I have been travelling Emirates since 1999.

My main concern, is for your good office, that a certain “Francia” who is my compatriot, also a Filipino,
to be reprimanded. And be subjected to a Training Seminar how to handle various passengers regardless of origin, color and race.

I therefore, am thankful to a certain “Chris” whom I got to know that my mother is indeed at the airport and not being denied boarding at the Ninoy Aquino International Airport in Manila, Philippines yesterday, 23rd of June 2008 at 18:50 hrs. (Manila Time)


Again, I thank you for assisting my ailing mother.


Grieving Emirates Airline customer,
Manolito M Agustin
050 4945414