I left Toronto Feb. 5 2010 aboard Emirates Airline headed for Dubai, then Afghanistan. When I arrived in Dubai I was informed that my bag was still in Toronto and they reassuringly told me I would have it in Kabul Feb. 10 2010. Well the 10th came and went and it is now march 1 2010 and I still have no bag. To say the least I have been treated poorly to say the least. I work in the Canadian Embassy and working for almost 1 month without a change of clothes is DISPICABLE!!! Emirates doesn't seem too concerned at all where my bag is or even looking for it. They now blame Toronto and say its there. My wife has phoned twice daily trying to figure what the heck is going on, and she is no closer than I am. Dubai has not kept in contact with me, even tho I had given them my e-mail address and phone number at the embassy. I have worked all over the world and BY FAR this is the WORST airline I have ever travelled on. EMIRATES AIRLINES IS A DISAPPOINTING, RUDE, DISRESPECTFUL. YOU SHOULD BE ASHAMED OF YOURSELVES, THIS ISN'T THE LAST YOU HEARD FROM ME!!!


Stephen Knowles

The incident happened on Saturday 13th February 2010 around 23.30 hrs. at Suvarnabhumi International Airport, Bangkok Thailand. I was not the one who flied but I accompanied my mom who needed to board on flight EK 419 to Dubai and then boarding another flight EK27 from Dubai to Glasgow Scotland, which both flights are operated by Emirates Airline.

The problem that upset us and pissed me off so much occurred at the check-in counter as flight EK 419 was delayed from 2.25 hrs. to be 3.10 hrs.(40 minutes delay), which resulted in the plane arriving in Dubai at 6.30 hrs. Another flight in Dubai that my mom needs to catch departs at 7.20 hrs. Because the gate normally closed about 20-30 minutes before departure time, my mom has just 30 minutes to move from one plane to another.

The delay would not be the case if this was a direct flight but as this was a transit flight, time does matter as it means there was high possibility that my mom will miss the flight departing from Dubai. The thing that disappointed us the most was the way Emirates Airline ground staff handled our problem, which I considered as inefficient, ignorant and below the standard of international airline.

At first the check-in staff offered my mom to board on the flight that leave earlier at 1.00 hrs. so we immediately accepted that offer. After several calls she made, suddenly she twisted her tongue and told us that the solution she suggested was not possible anymore and we had to stick with our same delayed flight EK419. She said the reason was the staff at the end of telephone line refused to let us change the flight. What???? Just like that! The check-in staff said she tried her best but the staff who has authorization over this refused to accommodate our request.

We had not been explained why that staff in the line refused us to change the flight. A better solution was right there in front of our face to ease my mom concern of missing her flight, why the airline refused?
You know what the check-in staff said? “Ahh, there is nothing I can do so you have to take a delayed flight and if you miss a flight in Dubai, the staff there will assist you”- Oh wow it sounds like missing a flight is an easy situation for her but obviously it is not an acceptable situation for us especially when there is an earlier flight available!

Why the customer has to experience the problem first before Emirates Airline Staff take any action?

Why Emirates Airline does not provide the better option to prevent the foreseen problem to occur?

Why staff did not put themselves in our shoes, will this solution acceptable if this occur with themselves or with their families?

Why we have to pay a lot of money for the air ticket and receive inferior service?

Why Emirates Airline that claim itself as trustworthy international airline and value the customer totally ignores the problem that caused by the airline itself?

You are on your own, let miss the flight first then we will fix it for you. ARE U KIDDING??? WHAT KIND OF SERVICE IS THIS???

The airlines business is very high competitive, Emirates Airline should be aware that there are plenty of other airlines that provide much better service. Just satisfying customer’s needs are not even enough for service industry, you need to anticipate customer’s need but what we get from Emirates Airline are even worst than industry standard!

I will never recommend this airline to anyone and personally my family will never use the service of Emirates Airline ever again.
It is our mistake that we trusted Emirates Airline. If you want to fly with Emirates, think about it again because when you face with problems or things do not turn out the way they should, no assistance will be provided to you.

“Emirates and Dnata are committed to providing their respective clients and customers with the highest possible level of professional service.” quoted from www.emirates.com

Emirates Airline fails to deliver what they promise to the customers. The service we received is the worst experience ever and the way your staff perform their jobs is far below than being professional.

Muhammad Umer BOOKING REFERENCE GZHLH6
57A Phipps Road Frequent Flyer Number EK2300098735

Oxford, Oxford shire
OX4 3HJ
Wednesday 27 Jan 2010

SUBJECT: FAILURE IN PROVIIDNG PROMISED ACCOMODATION AN AND SERVICE
Dear Customer Affairs,
I regret to write my disappointment in the total lack of customer service and negligence regarding my travel with Emirates Airline. I am a Skywards member which l joined on your promise that l will receive a high standard of service as well as excellent customer care. Emirates failed in delivering both of these objectives in my last date of travel. This resulted in me having to face great difficulties whereby l was stranded in an unfamiliar country without any help or support and left to fend for myself for 16 hours at Dubai Airport. The service which l received at Dubai Airport from employees of Emirates was beyond appalling to say the least. There was no care, consideration or interest in my health or well being. I was totally ignored to the extent whereby l was both mentally and physically exhausted and l was experiencing severe migraines.
From Lahore my flight {EK623} was scheduled 25/01/2010 at 03:30am arriving at Dubai Airport 25/01/2010 at 5:50am. Due to heavy fog at Lahore Airport my flight was delayed from original departure of 03.20am to 13:00pm which is understandable due to the weather. However nobody from Emirates Airline Office made any attempt in contacting me and informing me of these severe weather conditions thus the flight being delayed.
I arrived with ample time at Lahore Airport giving me plenty of time to check in and be ready for my flight. At Lahore Airport l was given only the one boarding pass which was only for Dubai and l was told l will get the next connecting boarding pass for London Heathrow from Dubai Airport. I asked the staff what time is my next flight from Dubai to London Heathrow and l was told it’s on 26/01/2010 at 07:45am therefore l had to wait 15 hours for my connecting flight. Upon hearing this, l stated my dissatisfaction in this not being the journey which l had initially booked and the waiting time for my connecting flight is far too long. According to Emirates staff who were at the Lahore Airport, I was reassured not to worry, I would be taken good care off as suitable accommodation has already been arranged for me until l am due my London Heathrow Airport. I was satisfied to hear my needs were being catered for even though this had delayed my original journey which also meant l had to speak to my General Manager at my work of place and inform them l would not be able to resume work until 27/01/2010.
On arrival at Dubai Airport l received a service which Emirates or any Airline would be ashamed to delivery especially to their loyal club members. Initially l was informed at Dubai Airport by a Emirates Airline staff that a hotel would be allocated to me for my stay until l was due to fly to London Heathrow at my connecting flight. I arrived at Dubai Airport approximately 3:30pm, and l was reassured and promised that a hotel was booked and all l had to do was go and collect the hotel voucher from transfer desk at 7:00pm. Meanwhile l can have free snacks at Court Yard Restaurant. At 7:00pm l went back to the Emirates Desk and came across an insulting and very degrading situation. There was nothing ready in terms of accommodation. There was a gentleman behind the Emirates Airline counter called Mr. Kamal who was dealing with all the reservations at the transfer desk. When l spoke to him about my accommodation he told me that unfortunately there is no accommodation available. I asked him why as l had been promised at Lahore Airport and at Dubai Airport the same promise when my flight had landed and now l was being told no accommodation is available. His response was l am sorry and that’s all. I was not seen as important as no reason was given to me to explain how this had happened leaving me stranded without any help. I asked him l would like to speak to the duty manager or the person who is responsible for all this chaos. Again l found his answer very disappointing which was the manager is not available. I tried my best to take the name of the duty manager but this information was kept away from me. I find this experience very demeaning, unprofessional, total lack of customer care and convenient for the company to bypass my needs by giving me a lame excuse of ‘my manager isn’t available.’
I myself was trying to have a discussion with Mr. Kamal in resolving this matter, his mannerism and behavior towards me was extremely rude, aggressive, example of discrimination in customer care and his attitude was very clear that Emirates Airline doesn’t care about its customers whether l am a Skywards Customer, Loyalty Club or anything else makes no difference whatsoever.
Bushra Mahjub was the working duty manager and was sitting in her office all this time and didn’t make any effort to come out and speak to myself or show any remorse in what l was going through. Mr. Kamal told me this that the duty manager is in the back sitting in the office and she is fully aware of the situation and is not interested in trying to do anything in resolving the problem with failure in providing accommodation. If l had any idea l could easily have changed my flight, my ticket and my journey travel to avoid this terrible, insulting situation l would have done so, however unbeknown to me only l know what torture l had to go through.
Emirate Airline has failed in keeping to its promise of providing excellent customer services and care of its valued Skywards customers. I am bitterly disappointed, hurt and disgusted with the whole service l received and l shall never forget this. I demand my complaint to be taken seriously and to be compensated for what l have had to endure. Either ways l am expecting a full refund for the journey which l paid for {January 2010} which l was promised an excellent service and Emirates Airline failed miserably. I do not wish to receive any correspondence mentioning excuses, sorry’s etc as this has gone beyond that point. I shall wait to hear from you, and l can only hope my complaint is listened to.

Regards,
Muhammad Umer

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

Dear Sir/Madame,


In reference to the BOOKING REF : FXHYZ2
Passenger Names - Zahida Begum and Abdul Hussain Shaik.
Route - Hyd - Dubai - JFK.

I am son writing on behalf of the passenger who has gone through the utmost pain and grief during there journey. The flight was scheduled to start at 410 AM on 11/22/2009. The flight got delayed for an hour and started only by 510 AM and upon that boarding pass was not Issued to my father who is senior citizen with 63 years of age and has already gone through heart bi-pass surgery. On landing in Dubai with an hour late. The passengers were given only 1 hour of time in transition and I have requested for wheel chair for both of my parents and wheel chair was not provided to them and upon that he cannot board the flight since he doesn't have the boarding pass. Now he has to rush for 10 km away on the dubai airport to get his boarding pass and catch the flight in one hour. He has to rush during this time and with lot of pains and grief he kept running on the dubai airport to get his boarding pass and finally he could able to get the flight.

I dont understand why a senior citizen with 63 years of age was not Issued the boarding pass . When he asked at Hyderabad airport the guys told that due to security reasons they are not Issuing the boarding pass. What security reasons or threat do you think a senior citizen can posses at this age ? This totally absurd explanation and bullshit which I dont buy It.

Secondly when I have requested for the wheel chair for my father since he already had a heart surgery and not recommended to walk on the dubai airport. You people made him run for his boarding pass with giving 1 hour of time between the flights. Great of you guys. I am totally pissed off with this service and hospitality. You could have landed him into the hospital again with the time and pressure you have build up on him. I need the explanation why was the wheel chair not given to him when I have requested specifically ?

I have bought emirates ticket by seeing the ranking as you are famous in providing comfort to the passengers during flight. I paid so much extra to get the tickets of emirates from any other airlines like ( air India, qatar, lufthansa ) keeping your reputation in my mind. Now Its totally demolished and I need the explanation why for the senior citizens boarding pass was not Issued and If so why was It not taken care properly at Dubai airport and why the wheel chair was not provided .

Today in this world of Internet and communication . I promise you that I wont leave any chance to propogate this worst experience on forums and user groups and community about your great services and hospitality you have given to us during the flight.

Please call me at 860-830-6308 for further clarifications If you have any ?

Please provide me explanation in writing why do we need to suffer after paying so much ? Is it an International flight or domestic local bus flight ?

Regards,
RaheemShaik

I have travelled from mumbai -dubai-lagos on 8th jan 2010, to my surprise not a single baggage came with the same flight, out of six baggage 04 came in the night flight, one came with no tagging on it next day i.e. on 9th jan, and the remaining sixth till now not came,
i am worried about my last but not least as it contents all the medicines for my wife, daughter and myself for six months, the medicenes i suppose to take /start as early as possible, to rearrange the same from india it is difficult as i have to recosult the doctors,
how i can go for the matter with airline?
I have done all the necessities like documents, complaints with the local authority here in lagos, but they r telling to wait for anothr week,

pl help me to get my bag with the contents as it is,
sanjay patil,