I am totally disatisfied with the manner in which my husband and I were treated by a so called emirates ground staff manager. Upon checking in I was told by the officer that my baggage was over weight by 3.8 kg and that I should remove some of the items because the maximum weight she could allow through was 32kg. I requested to speak to a manager because we were 2 passengrs plus an infant and only had 1 bag. The manager politely told us that we need to remove some items which we duly did. After re-weighing the bags the officer said the baggage was fine however another rude manager claimed that we still needed to remove some items for a maximum weight of 30kg. When my husband and I queried who she was and why she was being so rude she immediately mentioned that SHE was the manager and after explaining to her that she was not aware of the full story she continued to embarass us infront of the other passengers. She also proceeded to discuss the matter very loudly with the other officer who threatened that our bags would be offloaded. Furthermore she informed another client at the counter of our inability to follow airport baggage rules and how rude and stuck up people from Dubai are. I am highly incensed by Ms Peters's behavior and would like action taken against this staff member. Surely the client should be respected and not mocked or belittled infront of other passengers. Surely passengers travelling with an infant should have certain entitlements

This is to bring to your notice of the wrongful cancellation of my confirmed tickets which has put me in a great deal of personal, financial, emotional, physical and mental distress.

Please bring this to the notice of your higher authorities immediately.

BOOKING DETAILS:

Booking Reference: HMDG5B

Electronic Ticket Number: 176 2117306443

Passenger Name: RAMANATHAN/NURANI S MR (Canadian Citizen)

Passport Details: Canadian Passport BA-374114.


Original Itinerary:

1. 4 NOV 2009 - EK 242 – YYZ to DXB

2. 26 Nov 2009 – EK 542 – DXB to MAA

3. 11 Jan 2010 – EK 543 – MAA to DXB

4. 11 Jan 2010 – EK 241 – DXB to YYZ

PROBLEM / ISSUE:

Sectors (3) & (4) above were wrongly cancelled by Emirates citing reason “NO SHOW” for EK 546. I was booked to travel by EK 542 and NOT EK 546; please see the iternary above - sector (2).


I append below the details provided by airport Emirates staff:

DCS/NOSHO EK0546 DXB 26NOV RAMANTHAN/N LQQEKSY / 26NOV09 / 121001Z

EK543/ 11 JAN CNLD AFTER NOSHOW ON INBOUND CONNEX FQEEKDF / 26NOV09 / 121231Z

EK241/ 11 JAN CNLD AFTER NOSHOW ON INBOUND CONNEX FQEEKDF / 26NOV09 / 121231Z


PASSENGER RESPONSE:

a. I had travelled on flight EK 542 from DXB as scheduled on 26 Nov 2009 and arrived at MAA during the early hours of 27 Nov 2009.

b. My Canadian passport has exit / entry stamps to prove that the sector was utilized.

c. Emirates could verify this claim by examining the passenger list for the flight EK 542 on 26 Nov 2009.

d. The “NO SHOW” claim by Emirates was negligent and erroneous, as it relates to a totally different flight EK 546.


DETAILS:

i. On 11 Jan 2010, when I reached the Chennai International Airport to board EK 543 from MAA to DXB, I was shocked to be informed by the Airport Emirates staff that my tickets (3) and (4) above have been “CANCELLED”, citing reason “NO SHOW” on EK 546 on 26 Nov 2009, while I was booked to travel on EK 542 on 26 Nov 09.

ii. This unforeseen development put me in a really awkward situation, as it was imperative that I reached Canada on 11 Jan 2010 to fulfill my official commitments to my business clients.

iii. Being a Canadian Citizen and visiting India as a tourist, I was placed in a very difficult situation of having nowhere to go till Emirates sorted out the problem.

iv. I am an independent financial and IT consultant to major financial institutions in Canada, and was scheduled to start a new project on 12 Jan 2010 in Toronto with one of the biggest banks in Canada.

v. Apart from being inconvenienced financially due to extra expenditures incurred to extend my stay in Chennai, I have potentially lost a major contract, which as per agreed contract terms the client is not obliged to honour if the project is not initiated on the agreed date, and the client has indicated possible cancellation of the contract worth CAD 54, 000.00.

vi. I have suffered mental, physical and emotional distress due to the erratic, negligent and wrongful action by Emirates Airlines.

vii. Moreover, I was informed by Emirates staff at the airport that there is no possibility of me being accommodated on any of the flights up to the 15 Jan 2010, as all the flights are fully booked. This placed me in a very delicate and precarious situation indeed.

viii. The Emirates airport staff agreed that there was an error on the part of Emirates with respect to this wrongful cancellation, and that the booking could only be reinstated by one of the supervisors at Emirates Bombay office who work only from 9 AM to 5 PM!

ix. The airport Emirates staff informed me that there were seats available in the business class, and so I requested the Emirates airport staff if there was any possibility of my seat being upgraded to a higher class; they informed me that this decision could only be taken by the supervisors at Emirates office in Bombay, who would be available only after 9 AM.

x. The Emirates airport staff provided me the contact number and advised me that I would have to contact the Emirates Bombay office after 9 AM and to request them to consider my case and make alternate travel arrangements.

xi. After waiting fruitlessly for about 3 hours (00:30 hours to 03:30 hours on 11 Jan 2010) till the check-in was closed for the flight to DXB, I had to haul my luggage to find a transport to leave the airport and find an accommodation, till alternative travel arrangements could be worked out with Emirates Airlines.

NEW ITINERARY:

a. I contacted Emirates Bombay after 9 AM on 11 Jan 2010, and narrated the whole episode to a customer service personnel, who agreed that there was some error in the part of Emirates Airlines and would try and make alternative travel arrangements either on 11 Jan 2010 or 12 Jan 2010, based on seat availability on the flights in both the onward sectors.

b. Accordingly, alternate arrangements were made as follows:

a. 12 Jan 2010, EK 547, 21:40 hours MAA to DXB.

b. 13 Jan 2010, EK 241, 9:20 hours DXB to YYZ.

c. Consequently, I have had to stay over at Chennai for two extra days (11 Jan 2010 & 12 Jan 2010) at my personal expense, for the fault and gross negligence of Emirates Airlines.

SUGGESTIONS:

1. There seems to be a major problem in the system in wrongly identifying “NO SHOWS” and cancelling onward confirmed sectors.

2. Prior to automatic cancellation of confirmed reservations by the system for whatever reason, the respective passengers should be contacted by Emirates service representatives via telephone or email, to avoid such errors in future.

CONCLUSION & CLAIMS:

I submit the following compensation claims for actual financial loss, mental, physical and emotional agony suffered by me due to the negligent, wrongful and erratic action by Emirates Airlines:

· Additional expenses at Chennai for stay, food and travel CAD 800.00 (CAD 400/- per day for two days).

· Letter from Emirates owning responsibility for the error – this is for me to provide to my business clients and explain my inability to initiate their contract on 12 Jan 2010, per agreed contract terms. I may require a similar letter addressed directly to my business clients, if they were to request for one.

· If the business client refuses to accept the above mentioned explanation and cancels the contract with my company, then the loss of income of CAD 54, 000 has to be compensated by Emirates Airlines. In fact, my company stands to lose much more financially, as this could also mean that my company may not be considered for future contracts by the said clients.

I would really appreciate an early response to my complaint from Emirates Airlines. I do hope that Emirates Airlines will live up to your name and reputation. I have the original copies of all the correspondences cited above and could send scanned versions of the same for your investigations, if so required.


If your legal team wishes to discuss the case further, I will provide the contact details of my legal counsel here in Canada.

If you need any further information, please send me a message or call me on 905-501-0381 in Canada.

A very distressed frequent flying passenger,

Nurani S Ramanathan

To ALL at Emirates Airlines,


I would like to put in a complaint about the gentleman at the check -in counter at birmingham airport (bhx), who refused to check my baggage to blantyre, malawi, on 15th August 2009 despite me pleading with him.

I explained to him that when we reach O R Tambo international, Jo'Burg, we will only have 1 hour before checking in to the flight to Blantyre, and i have 3 young children with me, it will be impossible for me to check out and be able to check in again, we will miss the flight. He bluntly refused to help me, and put the baggage tags on with BHX, via DXB via JNB. I was helpless and tensed throughout the entire 2 flights, wondering how we were going to manage on our arrival at O R Tambo International.

When we arrived Dubai we met my friends who had travelled from Manchester, to Dubai, and then Jo'Burg through to Blantyre and there baggage was checked ALL the way through.

I told them about my dilemma and how I was going to manage with the children, we asked an assistant at Dubai airport who told us there will be someone in Jo'Burg who will be able to help us on our arrival.

On our arrival at O R Tambo, as we left the aircraft a lady wearing an Emirates Airline badge asked to see our baggage tags and whether any baggages needed to be transferred. She asked me where we were travelling to and I replied Blantyre, she looked at her watch and told us to hurry, as we did not have much time and she will handle our baggages and transfer it to the QM202 FLIGHT. She gave me new baggage tag numbers and assured me that she will make sure she puts them onto the flight.

We luckily just made it on the flight as it was overbooked, and on arrival to blantyre ''NO BAGGAGES''

I want Emirates Airlines to know what a NIGHTMARE it has been ever since. Had the gentleman on the Emirates checked us in through to Blantyre, we would have not experienced such an inconvenience that we are still experiencing TODAY.

The last airline to fly you is the airline that will be responsible for solving your baggage problem. Is that not the reason why passenger baggages are checked through to the final destination giving the last carrier the responsibility to trace the baggage??

As far as Emirates Airlines are concerned we were not checked through to our final destination and do they have proof that the missing baggage did leave BHX? did the baggage get to DXB? did the baggage leave DXB and arrive AT O R Tambo???

We are very very disappointed with Emirates Airlines, the service, the poor response, and worst of all not checking our baggage through to our final destination which is why we are missing our baggage.

My children do not ever want to travel with Emirates Airlines as they think it is a cruel plane, which took so much away from them.

regards
Raihana Seedat

MY son was almost two years old when i flew to jordan his birthday is may -22-2007, and we flew to jordan on may -18-2009 -
and we got a ticket for him to come back to united states on November, 10-2009.
on november, 10-2009 in amman jordan they refuse to accept out ticket and they made me buy anew ticket for him at the counter for
924.88 dollars . they said because he was over two years thats why they had to charge us the money, the airlines should already knows that he was going to be more than two years when we got the ticket and they should have charged us at the time when we got the ticket from the states and not to wait till we come back and take advantage of us at the airport in amman they made us go to royal Jordanian air counter and buy a very expensive ticket than they let us fly . I am extremely upsets at the emirates airlines and will never fly again imerates airlines.
the airlines when we booked the ticket, knows that my son will be more than two years old, and should have made us pay for infant one way and a child in the way back, because we did not change any dates and the ticket was two ways, the status for that ticket was OK .
the name of the child is adam alkhatib
the ticket confirmation Ek-EPL63J
tiket no 1767422745579
ticetno 1767422745580

the ticket no i bought at the counter in amman jordan for my son is 5122104260132

thank you very much

TO WHOM SO EVER IT MAY CONCERN
This is to inform you that i lost a brand new samsung mobile which i bought for my dad and sent it through my brother who was travelling on the 24-11-2009 from Hethrew to Cochin.It was noticed that the luggage was opened by some one and the phone was missing .It is rediculous that pepole opening some one elses baggage while shifting from one flight to the other.We would like the airlines pepole to operate the CCTV and check what went wrong.Its not because i lost the phone it is so precious that i bought it for my dad with so much of pain behind that.We are working abroad for our parents and we buy some things for them and when it dosent reach them in a proper way its really painful.Hope you will look into the matter seriously and do the need full.Kindly do not take this complaint very light and throw it away its really precious to me.Hope you do the needful and rspond.
Yours Faithfully
Sheena Abraham