HI,
I travelled to Delhi from Birmingham by Emirates EK510 on 25th March, I found my suitcase (Tag number EK430805)broken and I complaint to the customer services Emirates at Delhi airport. They gave me Damaged Baggage report and told me someone will contact you soon regarding your damaged suitcase. On 9th April I received a phone call that some Ajay kumar will come regarding my suitcase, when I spoke to customer care (Rahul Kumar, Anshu Nanda)they said please handover your damaged suitcase, I said as it was damaged and no body contacted me for last 14 days, so I bought a new suitcase as I was to travel to Punjab next day. I told them I am a old customer of your airlines and now I am travelling back to UK. I didnt even buy the ticket from Emirates this time for travelling back to Birmingham.
I am very sorry to say how can such a reputed airlines be so careless about their customer.
It is alright if the Airlines cannot give me claim for my damaged suitcase but I surely have a right that they should have informed me.
You may not feel bad loosing one old customer but I am hurt with this.
Thanks
Simratchopra Boparai

I traveled overseas from Sydney to Syria on the 16th of July 2007. our flight was delayed in Sydney and didn’t fly out till 10.00pm, this made us late for the flight from Dubai to Damascus. We had to wait 5 hours until the next plane. In this time I had something to eat at your restaurant in Dubai airport. I fell very very sick on the flight from Dubai to Damascus. I was vomiting non stop in the bathroom and no one would help me. My head was spinning and asked staff that I really needed to lye down, I was told to sit in my chair and nothing can be done. I was really sick and had a huge head ache. They didn’t help. I was mad with them.

I had my 6 year daughter with me. She was so scared she was by herself most of the trip as i was sick in the toilet.

On our flight home from Syria to Sydney (3rd September) we purchased a bottle of scotch from Dubai airport. This was taken in customs. I explained that I had just purchased it and was told I can’t take liquid on board. WHY WEREN’T WE TOLD. I paid $180 USD. THERE WHERE HUNDREDS OF LIQUOR BOTTLES IN A HUGE PLASTIC CONTAINER, Someone is making a lot of money??? This is not fair and I think I should be refunded, Something or someone is CORRUPT

My family and I have traveled with you before on a number of occasions and never had problems, I don’t understand why the service of Emirates has gone down so much. I am extremely upset with Emirates!

Would like to register an official complaint about the poor service that I have received through the skywards customer service center telephone staff. In August 2007, I was upgraded from silver to gold status and was expecting to receive the new pack as I, my husband and my child have always done in the past. However, the pack did not arrive.

When I chased it up at the end of August through the customer service center telephone number – 043167111 – I confirmed that the telephone number and postal address was correct but the pack still did not arrive. Prior to traveling in November 2007, I again chased the pack through the customer service center, again confirming the telephone number and postal address but again the pack did not arrive. This meant that I was not permitted to access the lounge in Dubai and Singapore as the only card I had in my possession was a silver card not the required gold card.

I was informed by the Emirates staff at the check-in counter at both airports that without the physical gold card they could not issue a voucher to the lounge, despite the fact that I had accrued more than enough points to earn the gold card. Upon my return to Dubai in January 2008, I again chased up the card through the customer service center and again confirmed my telephone number and postal address. However, the operator also confirmed my street address – a detail that no other operator had done in the past. The address on file was more than 2 years out of date. I corrected the information and was assured the information was on its way.

In February 2008, I again contacted the customer service center having not received the card more that six months after the original date. The operator, after hearing my complaint stated as above hung up on me.

I then tried calling four additional times but each times was hung up on after the phone was answered by the operator.

My family and I traveled to Bangalore on the 19th of December on emirates. Out of the 5 bags that were checked in - we only received 3 on arrival at the Bangalore International Airport. We were given a contact number for the baggage section to co ordinate with regarding the remaining bags. We found out that we are not eligible to any compensation as we had received part of our baggage!!! Several email were sent to the customer relations etc (which I have included below) they were on holiday and then there was no response.

An airline of Emirates' calibre promises the best service etc, but sadly does not deliver. If someone can help me in this regard I would be much obliged.

A copy of the emails sent to the customer affairs at Emirates

Date: Sat, 29 Dec 2007 03:53:28 -0800 (PST)
From: vandana aroon
Subject: REMINDER: Fwd: Non - receipt of Baggage - EK 516 - December 19, 2007 - URGENT
To: [email protected]


Dear,

Further to my email regarding compensation for the non receipt of my bags, given below, I have not yet received any response.

Baggage with the tag number EK630409 was received on the 23rd morning. The bag contained perishable goods which due to the delay in arrival, was spoilt and not fit for use.

Since these bags contained my personal items such as clothing etc. please advise regarding compensation as I have been inconvenienced and have had to make purchases. The local baggage office and toll free number (a call centre in Mumbai) were not able to take a call on the same as they apparently are not authorised to process the claim. We were advised to write to this email ID. This has been done on the 21st of December - with no effect.

Request you to take action at the earliest and expedite our claim request as we are returning to Dubai on the 4th of January. I am a Skywards member - EK 116333070 and expect the service you promise and solicit a reply in this matter.


Best regards,
Vandana Aroon

vandana aroon wrote:
Date: Sun, 23 Dec 2007 04:25:20 -0800 (PST)
From: vandana aroon
Subject: Fwd: Non - receipt of Baggage - EK 516 - December 19, 2007 - URGENT
To: [email protected]


Dear Sir, Madam,

I am still awaiting your response to my earlier query regarding compensation for mishandled/delayed baggage.

Request prompt response.

Vandana Aroon


vandana aroon wrote:
Date: Fri, 21 Dec 2007 22:12:02 -0800 (PST)
From: vandana aroon
Subject: Non - receipt of Baggage - EK 516 - December 19, 2007 - URGENT
To: [email protected]


Dear Sir/Madam,

I would like to bring to your notice that my family and I -

Aroon/KPMR
Aroon/VandanaMRS
Aroon/VedanthMSTR

travelled on EK 516 - DXB-BLR on 19 December, 2007. We are holding confirmed return tickets on the 4th of January 2008. On arrival at the Bangalore airport, we did not receive 2 Nos. baggage under tag no. EK630409 and EK630406.

Yesterday - i.e. 21 DEcember, we received 1 bag no. EK 630406 that was ripped apart completely and wrapped in a transparent polythene Emirates bag. The scanned copy of the Emirates Mishandled baggage receipt no. 1640(case no. 12787) dtd. 21 December 2007, and comments are attached.

Our contact person at the local offcie in Bangalore - Ms. Devaki adviced us to return the bag in the received condition to claim compensation for THE BAG ONLY. This has been done.

The remaining bag still to be delivered contains all my clothes and personal effects. As per EK policy - if part baggage has been received the traveller is not eligible to receive any compensation for the non received baggage (as adviced by the local staff - Mr. Sriram Raju, Mr. Prasanna, Ms. Devaki, Mr. Raghavan).

We are travelling as a family and as such the baggage was checked in under one name - i.e. AROON/KPMR. All the 5 pieces of baggage were booked under this name. Your policy of non compensation for receipt of part baggage cannot be applied in our case. If needed the bag, labelled with my Skywards tag - Vandana Aroon - EK 116333070 can be checked in my presence to verify that the contents are indeed my clothes and gifts.

The reason for non delivery of the misplaced baggage is the malfunctioning of the conveyor belt in Dubai, (as explained to us by the local office in Bangalore). Regular EK flights have arrived from Dubai with passengers and luggage since. I fail to understand how my baggage has not been able to reach the " so called malfuntioning conveyor belt". I have been assured that my baggage will be sent on the next available flight, to no avail.

Given that I am in India to attend family weddings,the delay in receiving the bag No. EK630409 has caused extreme inconvenience and I have had to make many purchases to ensure that I am able to attend these personal; functions. I am expecting that an airline of your calibre will address this issue on priority and ensure;

1. Prompt delivery of baggage (in good condition, unlike the earlier one)
2. Compensation for the purchases made to cover the delay in receiving the bag

Being a skywards member I expect assistance of the standard you claim to maintain. I am very disappointed and hence this written request to expedite the matter at the earliest. My local contact number is + 91 80 41308737/+91 9845697988/+97150 6582428 (roaming Dubai Number).


Vandana Aroon

I am so frustrated with Emirates airlines,who lost my luggage with my all belongings from the trip Las Vegas-New York-Dubai.Cant believe it would happened with such a big and respective company!!! And the worse, noone seem to care or call me,the number has given to me (04-2133233), i call every day and its hard to get trough and i after i get chance to talk to someone,they give me wrong information,l ies, promises to call me back (which they never did!). I am so lost and don't know if there any responsible devision for that. I have a shock of my life and will never trust the to leave my luggage with Emirates airlines!!!