Emirates,

I am writing to you to place an official complaint about a flight from Johannesburg to Dubai on Saturday 2nd January 2010. Flight number was EK766. We had a very difficult flight back to Dubai and I am appalled, disgusted and upset in how emirates has handled the situation. Firstly let me explain exactly what has happened throughout our flight;-

Once we were in the air, for 2 hours there were NO refreshments handed out. For an hour I was trying to call someone to get me a glass of water, as I could not get up being in an isle seat and the person next to me was asleep. No one assisted me and 2 hours into our flight, food was handed out. Now as the stewardess gave me my food and I specifically asked her NOT to wake up my husband as he was fast asleep and as soon as we landed he was due to go to work. Not even 2 minutes later she woke him anyway and asked if he wanted food. Another 5 minutes went past and she again woke my husband up asking him to place his seat forwards as the person behind him was eating. I was so upset with the stewardess and I told her he had his DO NOT DISTURB sign up and not to wake him. She did not ask any other passenger to lift their seats and so I was appalled she had now woken up my husband twice during the flight when she was SPECIFICALLY asked NOT to. Also as my husband was in the isle seat every time she passed him with the trolley she would knock his seat and again wake him.

The second issue we had were our seats themselves. My husbands seat was broken and would not fully recline upright and his head rest was also broken. My armrest on my right was also broken and so I was unable to watch ANY entertainment throughout the entire flight. I advised the staff and they said there is nothing they could do and I should get some sleep. They were very rude, obnoxious and very arrogant when speaking with me or my husband.

The final issue we have encountered has been that one of our bags being left behind in Johannesburg. We went and made a report once in Dubai about our bag not turning up. We landed in dubai at 10:00am and I was told that I would be getting a call in 2 hours to get an update on the bag. I waited till 2pm and still had not heard anything so I had to call the baggage handlers. They then advised me that the bag was on its way back to Dubai and the bag will be dropped off between 8am and 8:30am the next morning. 8:30am arrived this morning and by 9:30am I still had no bag and no follow up call. I again called back and they then advised me the bag would be with me in the evening. I advised the baggage handler that I had taken the morning off work to wait for my bag and now I'm being told it will be delivered in the evening. Then after a conversation with your baggage people they advised the bag would be delivered by 10am. I waited till 10:30am and still nothing. I AGAIN called back and was told there had been a mistake in the morning and now my bag would be delivered in the afternoon... It is now 1pm and I am still waiting for my bag and still NO ONE from emirates has called to keep me updated and I haven't even had an apology for the hassle this has caused me.

I can understand a few problems happening on a flight but the issues we have had have been unacceptable and I have lost a whole days wages due to emirates not being organised. We did not pay for such a bad experience on a emirates flight and I am extremely disappointed in how we have been treated and spoken to

Harrasment by the supervisor Ms Mennat at dubai airport.
While boarding at Delhi IGI airport they told us that we will get boarding pass for next flight at dubai but when we reach there and they told us that flight is full we cant board and on top of it even supervisor was so rude she didnt show any concern and refused to help. They board us on another flight next day and I missed an important event where I was chief guest.It didnt stop here they misplaced our bags.
This is the worst airline I have ever seen.
I recommend dont travel in Emirates

I travel regularly to Thailand, Previously Emirates airline was my prefered choice, however the cabin crews were so arrogent and rude on both outgoing and incoming flight that I have decided never to use Emirates airline again. The baggage allowence from Birmingham (BHX)is a paltry 20kgs. The desk staff even weighed my hand luggage!
Going out I asked for a glass of water, this never came, coming back, I asked for an extra piece of chocolate because the quality of food was terrible from bangkok, that was refused, I offered to even pay for the chocolate and I was still refused. As a frequent flyer I feel until this airline improves its quality of service it should be avoided like swine flu.

If you have similar experience to share about rude cabin crew and ground staff of Emirates airline, this is their complaints department: Senior Vice President, Customer Affairs & Services Audit, Emirates Group, PO BOX 686, Dubai, United Arab Emirates.

Singapore Changi Airport
Re: July 5, 2009. Check-in at Emirates Airlines, Economy Class counter

I am a very frequent business traveler, - one of the many regional expats based in Singapore (since 1989), with over 60 movements per year through Changi Airport.Whilst the ‘hardware’ at Changi is certainly one of the best worldwide, it is the ‘software’ that often lacks behind

Checking in for flight EK 405 Singapore - Dubai - Riaydh, the main-land Chinese counter staff were busy chatting with each other, not even bothering to look up, or to say “Good evening” or anything else pertaining to the usual check-in procedure. My questions about the seating, load factor etc. went unanswered. The lady didn’t even to once look at me. She was unable to find my multiple entry visa for Saudi Arabia. Nor did she bother to explain to me my boarding passes for Dubai and onwards to Riyadh. To add insult to injury, and as crowning final act, she slammed the passport plus my boarding passed onto the counter in front of me.

In 30 years of very frequent business and personal air travel I have never (and I am very careful here not to exaggerate) ever come across such blatant rudeness, not even in mainland China ! It seemed to me that these ladies are simply unaccountable for their behaviour, and they got away with it thus far.

Here some comments about the in-flight service:
The only cabin crew members who acted professionally happened to be Australians/Europeans. The Asian and the Middle Eastern cabin crew members couldn't care less - some of them never even once looked at the passengers, dishing out food and drinks without such coldness and carelessness. It reminded me of flights in Eastern Europe.

Emirates Airlines may have collected credits in its earlier years but that has long gone. It is substandard careless rude service.

Dear Sir/Madam

My self and Mr. Abdullah Al Menhalli travelled from Jeddah to Beiging in China on ek 306 on 14th May with arrival to Beiging on 15th May

Complaint no. 1.

Abdullah Al menhalli never got a chance to use the excellent facilities that you had on the flight to Beiging. His seat number 1F, broke thus not allowing him to use it in recline or bed position. this can be confirmed with your hostess on the first class area. it was a very bad experience.

I addition to above, on the return flight from dubai to jeddah his seat was again not oprating and again a very bad experience.

complaint no. 2

Eng. Shazad khan bag was badly damaged on the return flight from Beiging. I have kept the bag at my residence for you to inspect IT IS BADLY TWISTED AND CANNOT BE RE-USED.

We seek your help and fair judgement for the above cases

regards


Eng. Shazad Khan,