I HAD SENT A LETTER TO EMIRATES ON 15TH DEC BUT DIDNT HEAR FROM THEM, WHAT CAN I SAY FURTHER, ... VERY POOR SERVICE BY EMIRATES STAFF AND THEIR CUSTOMER SERVICE DEPARTMENT.

To
The Manager
Customer Affairs Department
Emirates
P.O. Box 686
Dubai
United Arab Emitrates 15th Dec 2008

Ref - E Ticket Number : 17655763920649 – 54
Skywards Number : EK 252539033

Dear Sir,

Season’s Greetings!

It was pleasure flying with Emirates between Glagow and Bangalore via Dubai on 6th Nov 2008. Unfortunately we did not experience the same while returning from Kolkata to Glasgow via Dubai on 6th Dec 2008.

The details of all our experiences with Emirates are mentioned below for your kind attention and necessary action.

1. On 5th of Nov 2008, we had been informed from Emirates Glasgow office stating that we will be getting hotel accommodation at Dubai on retun as we were to wait for 8hours at Dubai. It was also mentioned that we could ask the voucher at Kolkata Airport with Emirates staff on the date of travel.

When we enquired at Kolkata Airport with Emirates staff for hotel stay voucher we were told that the same had to be asked at Dubai and we will get necessary assistance by Emirates staff at Dubai Airport.

While waiting for the flight at Kolkata Airport, we were informed that the flight to Dubai EK573 was delayed by 50mins and will depart from Kolkata at 9.30pm (IST) But the flight took off by 10pm (IST), it means that the flight was delayed by 1 hour and 20 mins. We reached Dubai at 1.40am(Dubai Time) and by the time we reached the Transit counter after security check, it was 2am(Dubai Time)

2. On enquiry about the hotel stay voucher at the Transit Counter of Emirates we were denied the same stating the reason that the waiting time was less than 8 hours. There was no apology given for the flight delay and we were not directed properly and not even informed about any snacks voucher.



3. We were running from pillar to post with our 10 year old child and no Emirates Staff were in a mood to help us out and assisted us properly. My son had to experience physical & mental agony as it was an odd time of the day when he should have been relaxing. At around 4am luckily we asked one of the duty free shop customer assistant and he informed us about snacks voucher.

4. When we reached the restaurant, the waiter was not very friendly and did not guide us to the table. He did not even bother to ask for our choice of juice and braught Apple juice. When we insisted he braught us Orange juice. A shabby plate of snacks, much below the standard of Emirates, was served with oily and cold samosa and spring rolls with four small pieces of sandwiches. Ketchup was served only after we asked. We were denied tea or coffee and were told that it is not included in Emirates pacakge.

The above experiences raised many questions in my mind about the Emirates. However for few of the questions I would like to get an answer as this was my first experience with Emirates (I hope it should not be the last one)

Question 1 Why were we denied the hotel stay voucher at Dubai Airport by Emirates Transit Counter Staff for no faults of ours as in any case we waited for more than 8 hours because the flight EK573 was delayed by 1hour 20mins.

Question 2 Why were we not guided / assisted by Emirates staff at Dubai Airport as we were travelling with child.

Question 3 Why were we not informed or guided for snacks voucher by Emirates staff at Dubai Airport

Question 4 Why were we treated in a disrespectful manner at the restaurant for snacks offered by the Emirates at restaurant. One would expect to have hot cup of tea or coffee at such an early time of the the day (4am) rather being given cold juice, not of our choice.

Question 5 How would you account for the physical and mental stress that my child had to experience because of your poor service

I do not know how you would convince me to fly with Emirates in future as we are frequent flyer from UK to India atleast twice a year and this was one of the reason that we enrolled with your skywards programme (EK 252539033)

But having such an experience, it really creates a shabby picture of Emirates

Hoping an early and convincing reply.

Thanking You
Yours Sincerely



Sanjeev Kumar

I cancelled a flight with Emirates on the 16 May 08 with a medical certificate. Even though their terms and conditions state that you will be refunded within 15 working days, I waited 3 months for the ticket refund. This refund was then received without the necessary medical waiver. This waiver I am currently - 7 months later - still waiting for.

Emirates position on this is simply that this sort of thing happens. I was not even offered any type of compensation.

I don't see why I should be held up to the terms and conditions, set out in the contrace by Emirates, but they do not have to

i travelled from dubai to colombo today via EK348 and my baggages have not arrived.I made a complain in colombo airport(ref #CMBEK48560).pls take necssary action to send my baggages to colombo today it self via emirates or sri lankan airline tonight.since my home town is far from colombo i am staying in a hotel spending 10, 000 rupees per day and i have visited sri lanka for a short spell

After returning from our holiday from the Maldives. On Sunday 16th November I proceeded to check in at Male airport at the Emirates check in desk. Only to be told that my husband and I had exceeded our baggage allowance by 4 kg. This we were told would have to be paid for or items removed from our case and taken as hand luggage. Considering we had exactly the same amount of luggage as we did when we had departed London 2 weeks earlier, we had stayed on a small island and brought nothing, in fact we had less as we had left behind empty sun cream bottles and toiletries. It was hard to believe how an earth we could be over our limit!! we were not told we were over our baggage limit when we checked in at London. As the time was now getting on, they have to be the slowest check in desks ever!!I asked how much the excess would cost us and was told by the guy on the desk it would be $30 I thought I would just pay it to save any disruption. We were then sent upstairs to pay this fee in a small office. Were told to sit down while the one girl in there chatted away on her radio handset. Finally she spoke and she told us it would cost us $120. We said no we were told $30 and she said this was $30 per kilo. To say we were upset at this stage is an understatement. We said well we won't pay!! get our case and we will takes things out and carry them on as hand luggage. She sent us back down to check in and our case was given back to us. we had the entire (it seemed) baggage control people watching me open my case viewing the contents of my case, talk about airing your dirty laundry in public!! we took what we thought amounted to 4kg out and was told to go back over to put the cases back through the xray machines. We then went back to check in and were told 'can we hurry up and make our way straight to the boarding gate, to which I replied well if we had any boarding cards we would do!! when we got onto the plane half empty!! so they had plenty of spare room for my 4kg through lack of others being on the flight! not only that I am sure that some of the people had hand luggage that must have weighed more than my suitcase and they took in onto the plane. I really cannot understand the logic in this at all. I am a customer service manager and have been for over 15 years, if i ever treated my customers in this humiliating way i would be ashamed, as I believe Emirates Airlines should!! never will i fly with them again!!

Emirates has deplorable customer service. The representatives behave as though they are doing us a favor not a service for pay.
The U.S. customer service office has been prepped to say one thing. No. THrowing money around and having good planes ise good but the experience does include dealing with the rude customer service personnel.

Travelling was even worse. I noticed flight attendant rude and refusing a passenger help with his luggage. The older passenger had a back problem and had requested assistance to place his carryon on the overhead compartment. This was a request he had made while booking the ticket. When he asked the flight attendant she started spewing and ranting. Finally one of the passangers helped the old man.

I dont know if this is the image the Dubai govt want to potray about thier national airline.