I am a UN employ and was traveling from Istanbul to Karachi on 17th Jan 08.. Upon arrival I was shocked to learn that my luggage didn't arrive. I had only one bag and besides clothing, it contained a lot of important documents, computer CDs and hard Disk. I approached the emirates staff at Jinnah International terminal Karachi but besides registering the complaint, they couldn't help me. Today, its about 2 weeks with no hope for good. I have contacted emirates staff at Karachi, Islamabad and even at Dubai but they are still unable to locate my bag... All they have to offer is a HOPE... for the good...

Emirates, so far in advance of it's competitors in every aspect of service until it comes to losing baggage, customer follow up and customer service. We checked 5 bags at Auckland in New Zealand. A 4 hour flight later and we were in Melbourne but only 4 of our bags made it. We were assured at the time by the Emirates Airport staff that they bag would most likely show up the next day and then would be couriered to us at no extra charge. We were given a contact number that we have called frequently and get no response from. We called the airport direct and were transfered through to the Emirates baggage services twice and even though we have been assured we would be kept informed no one returns our phone calls.

What do we need to do? Not good enough!

I am a resident of Dubai and always take pride in flying Emirates. I am a Skywards Gold Category member (by virtue of earned miles) indicating at my loyalty towards Emirates. I always take pride in associating myself with Emirates in any way. It is clearly evident that the service delivery as well as the quality is fast declining on Emirates and a frequent flyer like myself can not only observe and notice it but can easily compare the same with other global airlines. Anyways, I have always convinced myself so far that things will improve and will bring back the glory to Emirates.

In the midst of this impression I had developed about Emirates, there happened an incident which totally shattered my confidence on Emirates Airlines. I checked on EK 512 dated 16.01.2008 from Dubai to Delhi. The flight was scheduled at 5:15 a.m. to depart from Dubai. Assigned gate was number 41. Everything was going on usual till I reached the boarding gate. I noticed a long queue (in the corridors that runs 2 floors underground) waiting for the buses to arrive to transfer the passengers to the aircraft. The sight was totally uncommon and in sharp contrast to what anyone thinks about Emirates. It was a shame for me to hear the comments being made by people who were connecting through Dubai to further destinations and were unfortunately on this flight. Sarcastic comments likes " we thought Emirates is world's best " or "wow...is this what Dubai offers " were embarrassing for someone like me who is always proud of Dubai and anything associated with it. The flight departed after 1 hour of delay and when we reached Delhi airport, it was a chaos because lots of baggage were reported to be misplaced. I was flying business class so was lucky that one among the ground staff announced my name near the conveyor belt and upon contacting him, i was told that baggage of 82 passengers could not be boarded on EK 512 and will be delivered next day when they arrive into Delhi by the next incoming Emirates flight the following day i.e. on 17.01.2008. It was a surprise but then i thought it is ok... happens sometimes. I quietly filled in the PIR, gave my contact details to the Emirates Ground Staff at Delhi Airport and left for my home more or less sure that my baggage will arrive next day and that Emirates, as promised, will ensure to deliver it at my residence in Delhi.

Come next day, I started calling Emirates Delhi Airport Office and was diverted to voice mail probably 5 or 6 times. I was running out of patience after trying to contact them for about 2 hours and all in vain) and gradually the fear started sinking in that something is wrong somewhere. I was lucky enough to contact the Emirates Ground Staff at Delhi Airport after numerous attempts and was told that my luggage did not arrive even on the next flight. I asked for the reason and was told that there is some problem at the Dubai Airport Baggage Handling. I called Dubai +97142033611 (Emirates Customer Care) and informed them about my situation. They were kind enough to call me back informing that the baggage could not be loaded even the second day and they will try to load it on next Delhi Bound flight on 18.01.2008. Having no choice, I agreed but told them that if the baggage does not arrive on 18th then i don't need it anymore in Delhi as I am coming back to Dubai on 19th. I am keeping my fingers crossed hoping my baggage arrives tomorrow i.e. on 18.01.2008.

I came to Delhi on a business trip strictly related to a signing of some important property related documents. I am without my luggage and also went through some anxious moments trying to contact Emirates Ground Staff at Delhi Airport. My question is what do I do in such a situation? Can I forget or ignore this experience? Will I ever get to see my misplaced baggage ? Will an offer of few skywards miles suffice as compensation? Is this Emirates really... ?... so on... What do I do and who should i address this complaint to?

Please advise smb.

I am writing regarding my family’s recent experience attempting to go on holiday. Our family holiday that we had been planning for over 5 months was completely ruined by the negligence of Emirates and incorrect advice given to me by the travel agent.

A few weeks after booking and paying for our holiday tickets and some accommodation (approximately mid April) we went to the travel agent that we used and asked about visas required for our trip, we advised that we were planning to travel overland from Thailand to Malaysia and then to Singapore and then again returning to Bangkok. We were advised that no visas were required for my wife as she was on a Fiji passport, we specifically asked about my Wife’s passport. As we did visit the agency some weeks later and we also asked (about the visas required), we took it for granted that their advise was correct. I also phoned Emirates and asked their advise regarding a Visa to Thailand, and was told it was not necessary on a Fiji passport for a visa for Thailand. I also phoned EMIRATES before our departure and faxed through our passport copies, we were told this was normal procedure, EMIRATES had knowledge that my wife was traveling on a Fiji passport for many months. I asked EMIRATES if my wife needed a visa, and I was told no visa required.

We had booked accommodation, paid for some of it. We had paid for transfers, airline tickets, train tickets, changed currency and purchased travel insurance.

On our departure I checked in online and a question regarding Advanced Passenger Screening came up, I entered the passport details and thought that everything was fine. I know what APS is, it is when the carries must check that the person entering the country must have the correct documentation. So when we checked in at Emirates Auckland Airport and nothing was mentioned by check in staff, I actually thought everything was fine. If we had been denied boarding I would have understood.

We had a very good flight over, and we must say that the service on the flight from AKL – SYD was exceptional. The food was excellent, the range of drinks offered good. I did not find the cabin cramped or seats any narrower than Air NZ (whom we travel frequently on). The ICE system was excellent and the crew were all friendly and helpful.

Things went wrong when we arrived in Bangkok, the immigration girl said we ‘need visa for Fiji passport’ and ‘no come Thailand’, I said that the travel agent said we did not need visa. We were taken to the immigration section and I explained that we were here for a holiday and showed them out tickets to Malaysia and Singapore. We asked if we could apply for a visa now we were here. We were given no answer. We were taken to the immigration supervisor (I think) and processed with a Chinese passport holder. We explained our planned trip and showed the tickets (again) and asked if we could apply for a visa. We were told to wait for Emirates staff. I THOUGHT THAT AS WE WERE CUSTOMERS OF EMIRATES THAT THE STAFF WOULD BE OF ASSISTANCE TO US, but NO. As the staff entered the office they greeted the immigration supervisor and completely ignored us. They told us that my wife was to be returned and I informed them as we had a baby with us we would not be separated. As a customer of Emirates we THOUGHT that they would be there to assist us, they were no help at all, they would not interpret to the immigration person when I asked, when I requested that the supervisor see me, he refused. Only when I asked ‘who shall I sue?’ did the supervisor speak to me over the phone, distancing EMIRATES from my problem, saying it was the problem only of the Auckland EMIRATES staff and that he could do nothing for me. Onboard the aircraft the announcements referred to Emirates Award Winning Service, there was no service for us on the ground at Bangkok. The Chinese national was seen by the Air China representative and given entry into Thailand, we were not given entry. The EMIRATES staff in Bangkok were of no assistance to us at all, saying it was all Auckland’s problem and not their problem. I explained to them that it is the same company and it is their problem. I am disgusted with the ground service in Bangkok on EMIRATES, all ground staff were completely useless and unhelpful, with the exception of 2 members. The first one being a young boy who was on the international transfer desk that day, he was as helpful and apologized about our bag loss, he was genuinely helpful. The other girl who was mildly helpful was the girl who apologized for losing our pram, but not for the predicament that the airline put us in.

My wife was detained, we were not offered to be put up in the Airport hotel, this was only offered after I confirmed it with a staff member in Auckland, and by that time we had spent over 9 hours in the Airport. We had an immigration and security personal with us constantly. We were treated like common criminals, when in-fact we were genuine tourists that wanted to contribute to the local economy.

Our bags were searched at the cabin bag screening point – when I had asked EMIRATES staff to check them in for me, I was accused of being a THIEF as we were given 2 packs of baby amenity kits and we had put them in our suitcase and our suitcase was bought to the hand luggage screening point, then I lost my ‘rag’ as the screening people called the EMIRATES staff to check my suitcase, I then explained – with voice raised, that EMIRATES had checked my wife in without checking her documentation and we had been in detention, and now on top of everything we were being accused of being thief’s, because we took what the airline had given us. Even when the airline staff came over to the screening point the screener tried to accuse us of stealing airline ‘property’ it was only when our guard stepped in and explained our side of the story to EMIRATES staff that they waived us through.

We were waiting for our bags to go onto the aircraft at the gate, the EMIRATES staff did not do anything until I insisted that the bags be stowed in the hold, then I had to check the tag receipt numbers were correct. Due to the fact we had not had any sleep in about 42 hours, I did not check the tag destination, only that the numbers matched. If I had not done that we may have never seen those bags again. On arrival in Auckland our bags were missing. Also lost from AKL – BKK was our baby pram. My Wife and I had to carry our child everywhere in Bangkok Airport.

We were frog-marched through the Airport in front of our peers, with deportation papers stapled to the outside of a large A4 envelope for everyone to see. We were absolutely HUMILIATED in front of everyone. In Sydney we were assisted and guarded every step of the way by staff – like a criminal. Why did this happen? Because we were given wrong advise regarding visas by the travel agent and EMIRATES. EMIRATES should have denied us boarding at Auckland, but due to their negligence we have lost out on our holiday.

We were not offered an upgrade on the return flight, even though we asked. We were offered 4 seats across the middle all the way to Auckland – BUT GUESS WHAT?? When we got back on the Aircraft at Sydney, there was someone sitting in one of the seats in that row. DISGRACEFUL! We were even paged when we got back to Auckland. The cabin crew did not have the discretion to look up the passenger list to find us, they just called out our names. DISGRACEFUL.

We have NEVER EVER been so ABSOLUTELY HUMILIATED in our lives. Even when my wife and I were accused of have a marriage of convenience by the New Zealand Immigration Service 11 years ago, they did it with some form of dignity and we were never treated this badly.

We are truly disappointed, distressed and humiliated regarding the way we were treated by EMIRATES staff with the exception of 1 person in Auckland. Our long haul trip and last planned long haul holiday for some years has been COMPLETELY RUINED by the negligence of EMIRATES check in staff and advise given us.

What we expected from EMIRATES is full compensation for what we had lost. If we were denied boarding in Auckland I would have changed the flight dates by a few days (costing $100NZD per change per ticket) and we would have applied to the Thailand Embassy in Wellington for a Visa. The $100 per ticket is what I am prepared to concede. EMIRATES have accepted that they were wrong to let my wife board the aircraft to fly to Bangkok. This they have accepted as they have had to pay a 20,000 baht fine. EMIRATES and their check-in staff are liable for costs incurred by us.

Our complaint to EMIRATES took 7 weeks to process and they offered us nothing. They are disgraceful. If I treated my guests as these people treat their customers I would be out of business with in 6 months.

I am most disappointed and disgruntled traveler, who has very recently traveled from New York to Delhi via Mumbai. I am giving hereunder, the details of my missing bag, which is truly horrifying.

Please believe, all the details are absolutely factual and honest, and I am writing all this with a trust that you will do something to get back the faith in your airlines.

I checked-in 2 baggages at Richmond in Delta airlines on 19-October as per the below itinerary.
19-October (Delta airlines – DL 6346): From Richmond, VA, USA to New York, JFK
19-October (Emirates airlines – EK 202): From New York JFK to Dubai
20-October (Emirates airlines – EK 512): From Dubai to New Delhi, India

I missed my flight from JFK to Dubai due to a delay in arrival of Delta flight from Richmond. Emirates re-routed me as per the below itinerary.
20-October (Air India – AI 140): From New York JFK to Mumbai, India
22-October (Jet Airways – 9W 331): From Mumbai to New Delhi

At JFK airport, I got transferred the already checked-in two baggages to Air India flight (AI 140) while checking-in. On arriving at Mumbai, I received only one bag with tag number AI102248. Surprisingly the other bag with tag number AI102249 was missing, though both were booked at the same time.

I lodged the complaint at Mumbai International airport at Air India airlines with following details:
File reference: BOMAI71376/21OCT07/1750GMT
Ticket Number: ETKT-176 4500189554

I was assured that the same would be delivered to my residence at Patiala in next 2- 3 days through courier. I landed at New Delhi on 21-October; vide Jet Airlines flight 9W-331.

Since 21-October onwards, I had been frantically chasing with Air India Office at New Delhi on telephone nos: 25652050 / 25652279 and talking to Harminder about the status of my bag. Nevertheless the bag was traced, and was lying at Air India, New Delhi and earnestly requested Air India personnel for sending the same through courier, but with no result. After helpless chase, I authorized a person, and sent the fax for delivering the same to him on 27-October. With all the agony for delivering the bag, this bag was ultimately was delivered to the person.

At this stage I would like to tell all my clothes and other usable items were in this bag, and consequently I had to buy many garments for the intervening period.

On 28-October I arranged a taxi for collecting the same, which I collected from the person to whom I had authorized. On reaching my place Patiala and opening the bag, I was totally taken aback and hurt, when I found half of my bag empty. I personally cut yellow strips of seal of “Emirates”, from the bag. Three cut Emirates seal bear the number – 0967694, 0957871 and 0957880. The cut plastic seal strips are lying with me. The bag was bearing tag number EK 706707. I also found that the TSA lock had been opened at the airlines, as indicated by the red mark.

I once again emphasize all these details are totally true, if you want to believe your customer.

Total expenses for stolen items + amount I spent to get the bag back amounted to Rs.33,000/-

The cost of these items is approximate and taken on the lower side. Most of the items were used.

I was coming to my home to spend Diwali festival with my family, and had bought these small gifts for my sister and my parents, for which I am emotionally deprived. You will realize all these items carried immense value to me, and some at your end or at the customs end has taken away.

It was totally unbelievable, that your people can go to such a low level, for stealing such petty things. You would agree that this is a theft. My faith in your airlines is totally shattered, I am not going to travel in future in your airlines, which I am going to propagate to all my friends, relatives and colleagues. I feel ashamed to tell that all this happened in your airlines.

You can imagine the mental torture I underwent all these days and more so when I found that these items have been stolen at your end. With all the details given above I hope you will be able retrace the whole situation

With all the above details given I would like to get the complete compensation.