My name is ERFAN ABDUL RAFIQUE. Kenyan passport no A1577376.

I have been travelling with Emirates since 2001. Every year I travel with family to the UK. Recently my trips with Emirates have turned out to be regrets for choosing the service.

My most recent travel from birmingham to Nairobi was a disaster. When boarding from Dubai to Nairobi on flight EK 719. an emirates staff approached me and informed me of a damaged bag. He asked me to identify my bag and assured me that it was normal procedure and that I shall meet my Family onboard.

I was taken to Identify the bag and after identifying my bag, I was asked if I would like to proceed or remain to recover the missing items from the bag.
Despite requesting several times to proceed to my final destination as I was travelling with a one year old infant, a three year old son, and a six year old daughter who were exhausted from the long journey from Birmingham EK038, to my surprise I was off-loaded, without my consent. They started claiming that the ground officer told them that I wanted to recover the missing items. I had the police officers present as my witness that I had not made any such claim. To make it worse I was already in the boarding area when they came to off load my luggage. The airport police officer Waleed was with me and we tried to explain that there was a misunderstanding from the ground team member as I had expressed my wish to continue to my final destination. We tried to convince them to let us board as they had not started off loading.
My pleas were turned down and I was rudely told that I will go on the next flight EK721. To make it worse not one emirates staff accompanied me to the desk for new boarding passes and when I reached the desk, the ticketing office started demanding payment for the tickets. I had to go back and come with the police officer to explain the situation.
After arguing for half an hour and Mr Waleed contacting the officials I was issued with the new boarding passes.

When I reached Nairobi the said bag was missing. After going to the airport baggage claim to report the missing bag, I was told the bag had arrived onboard flight EK719.
I was offloaded for the same bag but it arrived on the same flight and the other bags were offloaded.

I was offladed without my consent and was left with an infant, and two minors and to make it worse I had to run back and forth to get the new boarding passes. Was it not the responsibility of an emirates staff to accompany me to the ticketing office and get me the new boarding passes as it was not my mistake that I was offloaded. We were not even offered a glass of water leave alone a meal. I believed that hospitalilty was the pride of Arabia and emirates was part of it but this was totally opposite of what i expected.

I have a return flight to South Africa, and as I am pregnant need to change the date. You cannot do this online (yes, in 2011 Emirates does not allow you to change your flight online!!) so I have been calling the call centre (Europe) since last week to change the flight. I have given them the date and all the details, and they now have to submit this request to the "costing" department to see how much the change will cost (and each day that THEY delay in responding the flight becomes more expensive as the cheaper seats are booked by other customers)! In one week I heard nothing from Emirates when one of the agents said they would call me back. I called again over 48 hours ago and there is still no costing for my flight, and the agent told me that they "never" call anyone back, I have to just keep trying. Seems the staff are unsure how things work as well! I am very frustrated at this point. Rest assured after this I will fly with Emirates no longer!

Dear Sir / Madam

I am one of the regular customers of Emirates, EK 263 347 276, who is always satisfies on the great services of Emirates and thereby regularly travel overseas by this great airline.
However, on 4th April 2011 the situation was completely different when I was humiliated and abused by one of the Emirates staff on the flight no EK 036 from Newcastle (NCL) to Dubai.
This strange action happened ad follow:

1- I was travelling, as regular, from Newcastle to Dubai in 4th April 2011 on flight No EK 036 and setting on Seat No 15 J.

2- During the journey, I requested something from the Duty free Sale, and because of some delay I had to ask, politely, the Flight attendants, steward French guy, (I think), called "Nicholas", to speed that up, and because he was alone in the kitchen, he shouted at me using French language and asked me to leave off his face !!.

3- I went back to my seat and was really very depressed from his behaviour.

4- The Duty Free Free Seller (Miss. Lauren) brought what I requested and I friendly complained to her about what I heard from the Flight attendants, steward French guy, (I think), called "Nicholas".

5- The Flight attendants, French guy came behind her and soon as he heard me complaining he started again shouting at me in English and using bad French words in front of all passengers as well as the Duty Free Free Seller (Miss. Lauren) who heard everything.

6- Then while I was setting on my seat listening to his shouting and asking him to keep quite and give me respect, he HIT me in front of all passengers as well as the Duty Free Seller (Miss. Lauren) and ran away to the back of the Aircraft.

7- Then I left my seat and went with the Duty Free Seller (Miss. Lauren) to the front cabin and ask for the one who is in charge for the stewards to complain to him.

8- Then an Arabic (Bahraini) guy called Ibrahim came to me and introduced himself as the he is one in charge of the steward team (manager), and asked me to tell him what happened.

9- I told him all what happened from the statured, French guy and told him that I need my dignity and respect back.

10- The steward team manager (Ibrahim), asked the Duty Free Free Seller (Miss. Lauren) who told him exactly the same as what I said.

11- The stewards’ team manager (Ibrahim) listens to some passengers, especially the ones behind me in Seat 17 J and K who saw everything and reported the same story.

12- The stewards’ team manager (Ibrahim), told me that what the French guy did was a very big mistake and he might lose his job, so that he suggested if the French guy apologizes from me I forgive him.. !!!

13- I answered NO because I want my right and dignity and of course I know that Emirates will never agree on what happened.

14- The stewards’ team manager (Ibrahim), brought me a form that addressed to: ( Senior Vice-President, Customer Affaires & Service Audit, Emirates Group, P.O. Box 686, Dubai, United Arab Emirates) and asked me to fill it in with all what happened and I did so and I included all names and witnesses names as well as all my contacts that included my telephone numbers, e-mail and mail address ..etc., and sealed it.

15- The stewards’ team manager (Ibrahim), took the form from me and told me that he will attach it with the official report sighed by the captain which he will write about this accident using what he heard from the witnesses especially the Duty Free Seller (Miss. Lauren), as she is Emirates staff member on the flight.

16- The stewards’ team manager (Ibrahim), told me that he will hand the two documents (the complain form and the report) to the Senior Vice-President, Customer Affaires & Service in Dubai, and someone will contact me soon.

17- Unfortunately, since the 4th May 2011 I have not been contacted nor be told about any action or news about this.

18- I have written 3 times so far to the Customer Affaires & Service and still no reply.

19- It is nearly 2 months and I have been Ignored by the Emirates Airlines authority, which is really very strange to me and to all my friends and relatives who always contact me asking about what action has been made by this great Airlines that will never ever accept that to any of their customers.

20- This strange accident will never change my positive thought towards Emirates as the best ever Airline to me and many other people all over the world and thereby I an still in strong trust of the Emirates Customer Services to safe my dignity and respect without taking further legal actions.

I will really much appreciate it if I could be contacted on any one of the following contact means regarding the action made towards my situation and I think no one has doubt that about the values of the Emirates passengers, especially those who have the opportunity to join Sky service as regular customers and I am one of them.

Mobile: 0044 7737078086
E-mail: [email protected]
Address:
43, The Chare,
Newcastle Upon Tyne
NE 1 4 DD
United Kingdom

Please accept best wishes and my deep thanks in advance
Yours faithfully

Dr. Abdullah I Alkaldi

Scholarship Director of Saudi Arabian Mission

Dear Sirs,


I am writing to regretfully complain about our return flight from Dubai to Glasgow on Thursday the 5th of May 2011.

The airline was Emirates Airlines EK27 on a Boeing 777-300ER which departed from Dubai Intl Arpt, Dubai United Arab Emirates at 07:50, and arrived in Glasgow Intl., Glasgow United Kingdom on Thursday May 05 2011. This flight was booked through Flight Centre UK Ltd., based on Northbridge Edinburgh. The journey time was 7 hours and 45 minutes.

My son and I had only been seated on the plane for about 10 minutes when he was approached by the only male flight attendant. I was distracted for a moment and extremely surprised, as when I looked again they had both disappeared. My son did not return so I went to look for him. Not wishing to cause a commotion, I checked his seat details with him as I assumed there had been an error in the seating. His seat number was as I thought, he should have been seated in the same row as myself, not six rows behind on the far side of the plane.

I went to the front of the plane and found the male flight attendant. He informed me that a family group had requested an upgrade for their friends and the two seats next to me had been allocated. I asked him if it was Emirates policy to split people who were travelling together to enable them to fill all seats, in other words a "pack them in policy". He assured me this was not the case and that my son had told him he was travelling on his own!

I have since discussed this with my son and he was extremely upset and angry when I told him what the attendant had stated to me. For the record, he has told me that he was never asked if he was travelling on his own, and was not given an option when asked to move to another seat, in another area of the plane. I must also comment that my son has travelled with me on business many times in the past, and we had just returned from a part business, part pleasure trip in India for 5 weeks. For him to state that he was travelling alone does not make any sense. I would also query that there must be a guest list which would very clearly show that we were travelling together.

Furthermore the male attendant followed me to where I was sitting [with new guests next to me] and talked AT me for about 10 minutes about the situation. I was extremely uncomfortable and upset but felt, due to the extremely close proximity of travellers on the plane that if I complained further, I would not only feel more uncomfortable, but so would the guests sitting next to me, and it was clearly not their fault.

Having just sold a hotel, I am amazed that anyone in the service industry should behave in such a manner. I was given no real apology, no alternative and was made to feel that a very unpleasant and unnecessary situation not of my doing, was my responsibility.

In all my years of flying for business or leisure I have never had such a tense, and unpleasant journey, during which my appetite was so severely diminished I could eat nothing throughout the whole flight.

Unlike the business colleague who recommended Emirates Airlines, I will be unable to do likewise and will advise him accordingly. As we did not travel as our tickets clearly displayed, I am now requesting the return of finance paid for both business class return flights.

To all customers of emirates airlines... dnt travel with them anymore if you have babies.they are very rude and they are not listening to anyone ...they didnt allow my 3 month baby stroller and moreover they drove us by bus for more then 20m to reach the terminal like animals.

they didnt help in the flight and they asked me to give them the tray saying that they will not take it.

the bassinet was not well fixed and they dnt have any single knowledge of security.

one by one very rude it was horrible flight.

the bus was very cold and people were shouting for missing flight.