I've been waiting since 29 April to get a response to my complaint on Emirates flight from Manchester to Perth with my family. The trip cost us in excess of £2, 500 and we were treated rudely along with many other passengers. I've just received a brush off response (below) from Emirates and although I'll never fly with them again, I feel enraged enough to take this further as I don't think they should be allowed to get away with treating people so poorly. Does anyone know how to get past Customer Services and through to management at Emirates?


Dear Ms Lopez

Thank you for your further feedback.

I am sorry if we have been unable to bring this matter to an amicable conclusion on this occasion.

Yours sincerely

Sharon Hurdiss
Customer Affairs Manager

From: Fiona Lopez [mailto:[email protected]]
Sent: 17 August 2010 14:27
To: Customer Affairs UK
Subject: Re: LON/X/SM/050510/6698534

Hello

Thanks for the response - I am pretty appalled that its taken over 3 months for a response. How can that be justified? Do you have targets that you need to meet when responding to passenger complaints? I think that is incredibly shoddy.

I'm annoyed that because of the time lapse, there's no specific response to my complaint, other than your generic regret. Great, so you're sorry that I experienced a really awful 24 hours - and I paid for that privilege! My trip cost over £2, 500 and I was treated rudely - I think your response is cynical! The staff on my flight were downright rude and uncivil not to just me but other passengers and it annoys me that they will never be taken to task over the poor service they gave paying customers.

During the 3 month interlude, I've been taking part in online brand reputation surveys and have discovered that Emirates is actually suffering a huge loss of goodwill across the globe. A number of other ex-Emirates passengers have confirmed my experience, so it appears Emirates is going through something of a negative transformation.

Rest assured, I won't be travelling Emirates in the future, unless of course someone gives me a free ticket!

Best wishes
Fiona


On 16 Aug 2010, at 17:22, Customer Affairs UK wrote:


Our Ref: LON/X/SM/050510/6698534 (please quote in all correspondence)


16 August 2010

Ms F Lopez

[email protected]


Dear Ms Lopez

I write further to our acknowledgement with reference to your email dated 29 April 2010. I apologise for my delay in responding.

Needless to say, I was sorry to learn of the dissatisfaction you felt during your recent travel with Emirates and appreciate the opportunity to respond to the points you have raised.

I was most concerned by your comments relating to the overall service received onboard flights EK425 and EK019 on 28 April from Perth to Manchester via Dubai. I wish to assure you that this is not indicative of our normal level of service.

Ms Lopez, we expect our staff to represent Emirates in a caring, helpful and professional manner at all times and there is no excuse for rude, unprofessional or unfriendly service.

I can only apologise for what must surely be a rare lapse in our service standard. We certainly appreciate you bringing this matter to our attention and wish to assure you that I have forwarded your comments to the senior manager of In-Flight Services for internal review and appropriate action.

I am truly sorry if your impression of Emirates has been marred and very much hope that this experience will not reflect upon your future choice of airline. I hope that we will continue to have the pleasure of welcoming you onboard our flights. I would like to assure you that our passengers’ views and opinions are of enormous value in helping us refine and improve the quality of service.

Yours sincerely

Sharon Surmon
Customer Affairs UK

sir i had recived a ofer leter from emirats group for the post of electrical engineer in the manchester airport
job location TERMINAL 2 MANCHESTER AIRPORT POST CODE M904QX, UK
IS THIS OFER LETTER A FAKE OR REAL ONE


HEAD OFFICE:
Terminal 2 Departures Hall
Manchester Airport, M90 4QX, UK.
Phone: +44 702 409 6730
Website: http://www.emirate-airlines-group.com
Email: [email protected]


NAME OF EMPLOYEE: Mehdi Hassan JOB REF : EALG/GFP/UK322-2010.

We refer to your earlier forwarded application for job engagement with relations to EMIRATES AIRLINE GROUP, UNITED KINGDOM, on the above subject matter, EMIRATES AIRLINE GROUP, UNITED KINGDOM, management hereby congratulates you on your successful emergence based on detailed recruitment by our official recruitment office. Further details are as follows:

DESIGNATION. a


BASIC SALARY


JOB LOCATION


JOB RESUMPTION DATE


JOB REQUIREMENTS AND PROCEEDING:
All employees successfully screened and recruited for the “EMIRATES AIRLINE GROUP, UNITED KINGDOM " (And not presently possessing a valid United Kingdom Residence and Work Permits Clearance Papers) shall be expected to personally incur all expenses as shall be related to the processing, procurement and acquisition of their necessary permits clearance papers with the help of a traveling agent and shall be duly reimbursed and will be substantiated with receipts and the employer will reimburse the employee not later than Five (5) working days after submission of employee’s expense report and receipts.

You shall be required to furnish us with your valid United Kingdom residence and work permits papers on or before 30th July 2010 as a proof of readiness to join the EMIRATES AIRLINE GROUP, UNITED KINGDOM project team in the due time as stipulated above for your job resumption with the EMIRATES AIRLINE GROUP, UNITED KINGDOM in United Kingdom and also to enable you receive your first monthly salary including your due entitlements/emoluments prior to your departure for services with The EMIRATES AIRLINE GROUP, UNITED KINGDOM.

.

_____________________________
JIMMY SCHOFILD
Human Resources Manager.
Emirates Airline Group


THIS AGREEMENT is made this day 14th July. 2010 between EMIRATES AIRLINE GROUP, UNITED KINGDOM under the Laws of UK (hereinafter called EMIRATES AIRLINE GROUP, UNITED KINGDOM and EMPLOYEE (hereinafter referred to specifically as contractor of the second part.)

ARTICLE 1.
EMIRATES AIRLINE GROUP, UNITED KINGDOM desires to secure the services of a competent contractor to provide expatriate working services and others as specified to first party contractor.

1.1 CONTRACTOR AND CONSULTANT present to EMIRATES AIRLINE GROUP, UNITED KINGDOM; that it has the technical competence necessary for carrying out all the services, duties and obligations specified in this contract on the part of CONTRACTOR to be assumed and performed and has agreed to carry out the same in accordance with the terms and conditions hereinafter set forth.

ARTICLE 2: CONTRACT PERIOD
The contract period shall be for Contract duration: The contract shall last for duration of (12) consecutive months; one (1) year and could be renewed only if employer is satisfied with employee's services. This is with effect from the 14th August, 2010.

ARTICLE 3: FEES FOR SERVICES AND TERMS OF PAYMENTSRTICLE 3: FEES FOR SERVICES AND TERMS OF PAYMENTS
3.1 EMIRATES AIRLINE GROUP, UNITED KINGDOM shall pay CONTRACTOR / CONSULTANTS on satisfactory performance of the services stated in Article 1, through 1st party contractor the sum GBP 11, 920.00 after tax. (Eleven Thousand Nine Hundred and Twenty Pounds only) monthly or Euros equivalent depending on employee’s home country.

3.2 EMIRATES AIRLINE GROUP, UNITED KINGDOM shall pay for services rendered in Article 1 by cheque presented on a monthly basis at the rate stated in Article 3.1.

3.3 Payments of undisputed invoices will be made EMIRATES AIRLINE GROUP, UNITED KINGDOM to the CONTRACTOR monthly.

3.4 EMIRATES AIRLINE GROUP, UNITED KINGDOM shall pay all of the fees in Article 3.1 in Pounds or Dollars equivalent depending on employees’ home country and shall be paid; 75% to an offshore account provided by contractor and 25% locally.

The employee will be reimbursed by the employer for reasonable moving expense incurred only as a result of relocation or early termination of leases, storage charges; procurement of travel documents (flight tickets),
Immunizations etc. Reimbursements shall be made before employees embark on journey not later than Five (5) working days after submission of employee’s expense report and receipts, this after the acquisition of relevant traveling papers through their local representatives assistance from the Immigrations/Internal affairs ministry in UK.
Employer for each intercontinental trip shall pay £ 5, 520.00 flat rate travel/entertainment allowance to employee. Travel shall be by business class/first class. However for the purpose of commencement, the cost of travel ticket shall be paid in addition to travel/entertainment allowance. Cost shall be substantiated and shall be the rate charged at the Period/time of purchase.

Employer shall also take care of employees' travel ticket including that of employees' family only on employees' early notification to employer and as shall be requested by employee.


New employed and recruited for EMIRATES AIRLINE GROUP, UNITED KINGDOM (And not presently possessing a valid Residence, Work Permits, Visa) shall be expected to personally incur all expenses as shall be related to the processing, procurement and acquisition of their necessary permits clearance papers with the UNIVERIALTRAVELING AGENCY and shall be duly reimbursed and will be substantiated with receipts and the employer will reimburse the employee not later than Five (5) working days after submission of employee’s expense report and receipts.

You shall be required to furnish us with your valid residence, work permits and visa on or before the 30th July 2010, as a proof of readiness to join the EMIRATES AIRLINE GROUP, UNITED KINGDOM project team in the due time as stipulated above for your job resumption with the EMIRATES AIRLINE GROUP, UNITED KINGDOM and also to enable you receive your first monthly salary including your due entitlements/emoluments prior to your departure for services with the EMIRATES AIRLINE GROUP, UNITED KINGDOM.

However, for expatriate services employees who do not presently posses their valid Residence/Work Permits papers and Visa, they are to make contact with the address given below for directives and assistance on the acquisition and procurement of their United Kingdom valid residence and work permits papers.

UNIVERIALTRAVELING AGENCY
12 Broadcasting House-Edinburgh EH2 1WH,
MANCHESTER - UK.
EMAIL:[email protected]
[email protected]
PHONE: +447045718258
CONTACT PERSON:TERRY HARRISON
HEAD OF VISA/PERMITS OPERATIONS.

Note: That, every employee is to get the traveling documents and incur the expense personally. The Company will be reimbursed all the expense and also make additional payment of £ 6000 (Great Britain Pounds) to the employee as imposed by law for Damages according to the British Expatriate Policy Enforcement Agency.

ARTICLE 4: COMFIRMED EMPLOYEES
Confirmed employees are those employee’s that have successfully acquired and forwarded his/her necessary permits clearance papers to the employers’ management-duly certified by the UK Immigration Services/Federal Ministry Of Foreign Affairs of the United Kingdom). Then they shall be entitled to article 3.0-3.4 above.

ARTICLE 5: INDEMNITY
The CONTRACTOR agrees to indemnify and hereby indemnifies EMIRATES AIRLINE GROUP, UNITED KINGDOM in respect of all third party claims arising from the performance of this contract.

ARTICLE 6: BENEFITS
1. Family / Single Five Bedroom Flat Duplex will be provided by the company.
2. Free Medical & Travel Insurance for employee / family. Family includes wife and kids.
3. 10 Days Leave / break/ Vacation after every 90 working days
4. Flight Fares (Air Tickets).
5. Free Education Scheme to expatriates children/family
6. Free Toyota Camry 2007 Model.

ARTICLE 7: FORCE MAJEURE
7.1 Not withstanding any thing herein stated, neither party should be considered in default in the performance of its obligations under this Agreement as a result of Force Majeure.
The term "Force Majeure" shall include but not limited to Act of God, War, Nation wide strike, Lockout, Riot and Civil commotion. A strike or Lockout embarked upon by only the CONTRACTOR’S personnel shall not be deemed to be included in this term.
7.2 If an interruption of work occurs as a result of "Force Majeure" for up to seven (7) days, 70% of the basic daily fees shall be paid as standby.


However, if such suspension results in CONTRACTOR not being able to perform its duties for more than seven (7) days, then EMIRATES AIRLINE GROUP, UNITED KINGDOM may at its option elect to continue the implementation of this Agreement at adjusted standby rates to be negotiated by EMIRATES AIRLINE GROUP, UNITED KINGDOM and CONTRACTOR or to terminate the contract.

ARTICLE 8: TERMINATION
8.1 This Agreement may be terminated: -
(i) If the services stated in Article 1 and are not rendered satisfactorily.
(ii) If the duration of the Agreement stated in Article 2 expires and no extension has been given.
(iii) Under Force Majeure as stated in Article 7.0

ARTICLE 9: DEFAULT OF CONTRACTOR
9.1 In the event of default by CONTRACTOR or non-compliance by CONTRACTOR with the terms and conditions of this Agreement, EMIRATES AIRLINE GROUP, UNITED KINGDOM shall give notice to CONTRACTOR specifying areas of default and CONTRACTOR shall have ten (10) calendar days to rectify to EMIRATES AIRLINE GROUP, UNITED KINGDOM satisfaction, the said default(s). If CONTRACTOR does not rectify to EMIRATES AIRLINE GROUP, UNITED KINGDOM satisfaction, the said default(s) within ten (10) days of receipt of the notice, EMIRATES AIRLINE GROUP, UNITED KINGDOM may proceed with termination of this Agreement subject only to settlement of all payments due and outstanding at the time of termination.


ARTICLE 10: ENTIRE AGREEMENT
This Agreement embodies the entire understanding of the parties hereto and any prior representation or arrangements are hereby superseded.

ARTICLE 11: ATTESTATION
AS WITNESS, the hands of the duly authorized representatives of the parties, the day and year first above written;


SIGNED AND DELIVERED FOR AND ON BEHALF OF: EMIRATES AIRLINE GROUP, UNITED KINGDOM BY:


___________________________ ________________________
Signed Signed by Employee
JIMMY SCHOFILD
Human Resources Manager.
Emirates Airline Group
Terminal 2 Departures Hall
Manchester Airport
Post code M90 4QX, UK.
Phone: +44 702 409 6730
E-mail:[email protected]
[email protected]
[email protected]

they gave me a lot of trouble(over weight) when i was trying to check in. And one of the staff of Emirates(called Andrew Hughes, S535883) said he saw i talk to a friend of mine and ask him to help bring my luggage. But the truth is im so busy to repack my luggage and i didnt even say hello to him. But that staff threat my friend say if he help me to carry my luggage, he will call the police to arrest him and he break the law. After that that staff(Andrew Hughes) found out my friend are not even travel today, so he started to chasing after me and shouting to me. He keep saying that i break the law because i asked my friend to share my luggage, and he will call the police. He was keep doing that over and over again, finally when i check in again, he running to me and told the staff who at the check in desk to check me seriously cause i break the law and ask someone to carry my luggage. And i just cant stand that horrible slander anymore. I ask him to show me the evidence. We started arguing, and he called police and say Im not allowed to travel today. I said ok, im strongly agree to talk to the police and find out who lied. But the police didnt come, and finally he let me go because more an more passengers seeing what happened. But he did threat me at the end, he said he will report to the Security in Dubai when i transit there. i cant image what they gunna do to me if im there. What a horrible thing, so i keep his name and working number. I canceled my flight. it costs me 150pounds, also i paid 1400 pounds for another new ticket. I dont know if they are going to be serious about this. they asked me to email them this afternoon. Here is the content of that:

Hi,
My name is Xiaosu Huang, my E-ticket number is 1762036796208, Emirates-EK036. And I supposed to fly today. When i was trying to check in, they said my luggage is overweight, so i was trying really hard to re-pack my luggage. Meanwhile me and one of my friends met some other classmates around the check in desk area, so my friend just go and say hello to one of my classmates, but i was busy for re-packing my luggage during that time. I dont even talk to any one of them. After that my classmates came to my friend and told her that one of the staff(Andrew Hughes) just threat him, and told him that he will be under arrest if he helps other people to bring the luggage, and he break the law. The point is that guy is not going to have a journey today, and maybe that staff(Andrew Hughes) found out that. And when i keep re-packing my luggage, that staff(Andrew Hughes) started to pushing me out of the business check in channel, and i did it because i just noticed that i did occupy the channel, so i just move away and out of the main entrance of the check in queue area. But that staff keep chasing after me again and shouting at me to move a little bit further(not even quarter meter). At that point, i feel really uncomfortable, so i just told him that could him give me a moment to move please, just a moment, because the luggage is really heavy. Unfortunately again, he shouting at me again to move right now and saying im breaking the law that he is guanna call the police. Once again, i moved away for quarter meter. Then he chasing after me again and he said me "Dont show me your attitude and just move away". In fact, I didnt even say one world except OK. Finally I go to the queue again, and when i arrive to the check in desk, the staff(Andrew Hughes) running to me and told the guy in the check in desk to check me seriously and said i break the law. And now eventually i cant afford that undeserved discharge anymore. So I asked him that what law i break. He said he saw in himself that i tried to ask one of my classmates to bring the luggage for me. And he is sure that he even got the video. I said i never talk to that classmates in person today at the airport, and i'd like to see any video as the evidence. More and more even my friend cant stand he shouting at me，we kinda started arguing. At that time, he said im not allowed to travel today because i break the law and he called police. Honestly I cant help crying myself to let the police give me back my innocent, because i dont even say a word to that classmate. While im waiting for the police, he saw a lot of passengers saw what were we doing and shouting at me again say" i dont need to see you attitude". all the passengers are seeing the truth and seeing how a big man shouting to a little girl. Dramatically he changed his behaviours a lot, because he noticed that a lot of people are seeing how he lied, how he was super rude to a girl. And the police didnt come but finally he said I can queue again and check in, but he threat me that he will report to the security in Dubai when I transit there. I feel really scared that what he will do to me when i transit in Duibai after he did those horrible things to me. So I decided to cancel my flight, because it is dreadful for me. Due to that I strongly require the camera video in the airport to be evidence. Because I dont even ask anybody to help me to bring my luggage. I didnt break the law, he doesnt have the right to just keep saying i break the law without evidence. Also humiliate me and shouting at me in the public again and again. I need that video to be evidence to show how horrible things he did to me. And it's necessary to investigate the passengers and other staff who saw what happened. Please find the video and help me. I know that i have the right to ask for the video and you have the duty to show that to me. This thing is really serious for me, i cant even go home now. So could you please find out what is going on exactly and give me back my innocent. I will reserve my right to take steps legally. Thank you very much.


Xiaosu Huang


Im looking forward to see how they gunna answer me and maybe no response at all...

Myself, my husband and our children, then aged 1 & 3 arrived in Sydney from Manchaster, UK, the beginning of January 2010 flying with Emirates. Only three of our four 30kg suitcases arrived (we where emigrating). Last week we received a call from Dubia saying our case had been found with Monach airlines still in Manchester airport. We chased again, early this week and there is no note on the file that anyone has rang and we cannot trace who this person was. They are now going to settle our claim with the minimum amount we are entitled to which is approximately $1500 american dollars. The service has been nothing but appauling, the case contained christmas presents from family for our children as well as many more much needed items. This amount will not allow us to replace even half of what was in that suitcase and we are devastated. I would advise anyone considering flying with Emirates to reconsider, there are many other airlines who I'm sure would give a better service.

If anyone can give some advise on what we should do next we would very much appreciate it.

on arriving at Bangkok airport 21/04/10 i went to check on time ek375 9.55 departure to Dubai was told they had to change my flight was then given a date 16 days in advance can an airline do this with my seats both ek375 and connecting flight ek019 Dubai to Manchester arrived on time why was i unable to take these flights and given flights 16 days in advance i am know paying for hotels until my return date can i get any compensation i cant even find an email address to complain to emirates direct