Tuesday, March 20, 2012
Flight problem
From: Armaan Mallick <armaanmallick786@gmail.com>
Date: Tue, Mar 20, 2012 at 5:19 AM
Subject: Flight problem
To: jawad@alumni.washington.edu
Cc: customeraffairs.jnb@emirates.com
Hi
I am sending this email from Nigeria and here Emirates service is very
bad. I booked my ticket last month that is about 8th of April from
Lagos to Dubai and then connecting flight is from Dubai to Kolkata.
Some weeks before they cancelled night flight and they changed my
ticket date from 8th to 9th afternoon and next flight is from dubai to
kolkata 11th of april.
No one informed me about this from your side. One of my friend said
emirates cancelled night flight and then i gave a call and they
confirmed me about this i asked why you didn't inform me about this
they were telling we don't have any information about you. How is it
possible if i already given all my information online and updated my
tickets that time.
Sometime what these people are doing now they are booking more tickets
and when you will be in airport they will tell you are not going today
you are going tomorrow. My question is why they are doing this kind of
thing with world class flight service and because of this we people
are phasing problems.
This is my ticket details:
Passenger name - MALLICK/MOHAMMADARMAN
Booking Reference - KNFIDS
I hope i am not going to phase any problem this time.
Thanks:
Armaan Mallick
Mob; +2348168136543
Friday, March 16, 2012
my experience with emirates
From: Sreejayan <sreejayanravindran@yahoo.co.uk>
Date: Thu, Mar 15, 2012 at 7:17 PM
Subject: my experience with emirates
To: "jawad@alumni.washington.edu" <jawad@alumni.washington.edu>
Wednesday, February 22, 2012
Poor Emirate services
Hi,
I had a horrible experience traveling through Emirates, my incidence is as below, hope to hear from you.
I wish to draw your kind attention to the horrible experience I went through during my flight from Dubai to New Delhi. My flight details are as below-
Flight - Emirates Airlines (EK) - 512 Monday 13 February 2012
Emirates Airlines Confirmation Number: CEY5YB
Depart: 22:10 Monday 13 February 2012 Dubai Intl Arpt (DXB),Terminal 3
Arrive: 02:40 Tuesday 14 February 2012 Delhi Indira Gandhi Intl (DEL),
Terminal 3
Flight 512 Non-stop
Class of Service: Economy (G)
My Copy of the ticket is attached for your reference.
To my horror, we were served food after one and half hour. After request for one beer 5 to 6 times I was served beer after 45 minutes, I was though the lucky one my fellow colleague got a glass and some ice and had to wait for 50 minutes for his drink.
The staff on duty was extremely rowdy and impolite. After I had pushed button for assistance no one appeared even till the time the flight was about land. No one came to clear my table so that I could close my food tray during landing. It was only during dying minutes one lady appeared and started shouting and spilt half of the food items on my cloths while clearing the tray.
I had heard of emirates for their good service, I was shocked for such a treatment. I am too small to take any step against the humiliating experience which I had, but surely my strict recommendation to my fellow colleagues would be to restrain from using Emirate services.
Warm Regards
Sandeep Vahi
Monday, February 20, 2012
Poor Service - Emirate Airlines
From: Veena Rugbar <Veena.Rugbar@2cana.co.za>
Date: Mon, Feb 20, 2012 at 1:24 PM
Subject: RE: Poor Service - Emirate Airlines
To: "jawad@alumni.washington.edu" <jawad@alumni.washington.edu>
Cc: "customeraffairs.jnb@emirates.com" <customeraffairs.jnb@emirates.com>
Awaiting a response to the query below.
Thanks
Veena
From: Veena Rugbar
Sent: 18 January 2012 11:54
To: 'customeraffairs.jnb@emirates.com'
Subject: RE: Poor Service - Emirate Airlines
Hi there,
Please can I have a ref. no for the email below as I would like to call and get a response to this email.
It is really sad that this email not received any attention as yet.
Awaiting your urgent response.
Thanks
Veena
From: Veena Rugbar
Sent: 10 January 2012 09:04
To: 'customeraffairs.jnb@emirates.com'
Subject: Poor Service - Emirate Airlines
Importance: High
Hi there,
It is indeed with great regret that I send this email regarding the poor service with Emirates. I have almost always booked Emirates airlines even though other airlines were cheaper. This was due to the good service; I have always received on Emirate airlines. But on the 9/12/2011, the service delivery was most definitely poor.
After having confirmed my flights month in advance travelling with my 12 year old daughter, this is what I had to endure.
Upon arrival at the Durban airport we were told the flights have been over booked and we will be offered 1 full ticket if we agree to change our
flight via JHB the next day. I have to say it took a look at my daughter face to refuse and realise that we would lose more by changing the
arrangements as all tours and accommodations have been paid for. Having refused this and after explaining to the staff member, we were put on our flight. Having thought this will be the only hiccup; I would not have even been emailing you but worse was still to come.
We arrived at the Dubai on the 10/12/2011 and had our stay of 4 nights in Dubai. We had a 10.10am flight for the 14/12/2011 and arrived at the airport at 7.15am. We were sent from one counter to another had our bags tagged but were told we need to get our boarding passes from a specific counter. When we arrived at this counter we were told our flight was full and we will need to get onto the 3.30PM flight. I explained to the lady about our trip further being confirmed and that we had onward transport awaiting us. Her words were if the flights are full what do we expect her to do. By now I had a 12year old who was in tears. I went up to one of the supervisors and was told to wait until 9am and he will see what can be done. I did not mind the wait for as long as we got on this flight. At 8.45am we noticed passengers who have come after us getting their boarding pass. When we queried this we were told they had a wedding to attend. But excuse me how does one decide which passenger should have preference and should it not be first come, first serve. After telling the lady this I do not think she was too pleased with me. At 9am I returned to the supervisor who by now had all sorts of problems and asked us to wait. He then contacted the lady 2 counters away from him, the same lady who had earlier refused to put us on the flight and had given boarding passed to the passengers with the explanation that they had a wedding to attend, and asked her if we can be added to the business class.
She refused to put us on the business class and said she will swop some seats and see what can be done. We waited some time more and were eventually given our boarding passes at 9.45 / 9.55 am, by the supervisor. We were sent with an attendant to go for passport control so that we do not miss our flight. We eventually go on the 10.10am flight that left a little later and upon take off that flight still had one economy seat available.
Upon arrival in Delhi, 2 of our bags were badly damaged but after going thru all the issues above I did not want to make my daughter go thru anymore and did not even take the time to complain and delay our onward journey.
I must say having had this terrible experience I would have to think twice before I travel or recommend Emirate airlines again. I am hopping you will be able to explain this issue and problem so that I may be able to better understand this.
Also, please note I have called and left a message with Nicole on the 4/01/2012 and she promised to send my email to your department.
Hopping you will not ignore this email and get back to me………….
Kind Regards
Veena
Friday, February 17, 2012
complaint against Emirates/
From: Preet S Chind <cchind@gmail.com>
Date: Fri, Feb 17, 2012 at 3:47 PM
Subject: complaint against Emirates/
To: jawad@alumni.washington.edu
Emirates Airlines Customer Affairs.
Re: Complaint Closed flight at DXB and Delay at DXB to LHR
Dear Customer Affairs,
I would like to complain about my deficient experience with my recent trip from Dubai to Delhi flight EK8512 which had been scheduled on the 09-01-12 at 6.30am arriving Delhi at 11am. I am attaching my original ticket also for your inspection.
Having reached Dubai airport at 4 am I first checked the flight status screens which showed that I could go to any check out to check in, however when I attempted to do so at a self check in all of the machines were currently being rebooted and I was told that I would have queue up. I first approached the counter for a Dublin flight but was told that I would need to move on to the next set of counters and so I did.
Upon standing in the queue I was amazed at the rush of people that were actually standing in the queue to check in. I estimated in the region of over 300 passengers all waiting patiently yet to my amazement only around 3 counters were open. I was so surprised at this I actually decided to take a picture heckling at myself at the lack of staff Emirates had on duty. Picture is attached for you to review also
After around 20 – 25 minutes passing I actually realised that queue wasn't moving and spoke to one of the ground staff sighting that there were so many passengers and that why was there a lack of staff explaining that my flight was at 6.30am to which the chap replied sir you have time and we are getting through the passengers. The chaos was so ridiculous that there was a man who I estimated spent around 45 minutes arguing about his baggage allowance claiming that the bag was 32kg despite it showing on the scales 40kg a picture is attached.
Quite obviously the Emirates check in staff was unable to calm the passenger down and was causing everyone else to be delayed.
Having waited for well over an hour I made myself available to one of the Emirates staff again raising my concern and frustration that the queue wasn't moving and that I had a flight at 6.30am. The staff still didn't acknowledge the fact about my flight time but merely asked for half the queue to move across to the other side of the airport where they had opened up a few more check outs. Finally once I had come to the front of the queue the time was around 5.25am and no one till now had called out the flight or asked for anyone on the Delhi flight to come forward despite my plea with staff about the chaos that was witnessed at the airport and shown in the photos.
Having placed my bags on the scales and presented my ticket the Emirates representative checked my visa asked me that I had already allocated a seat online etc and then after 5 minutes he had a very confused look on his face. He apologised and said that my flight had been closed. To my disbelief I asked him that if you are checking me in how my flight can just be closed. Oh sorry sir the computer isn't allowing me to check you in. To which I thought this must have just been a computer error or something. He said sir you will need to speak to the supervisor who will be able to assist and no further explanation was given as he felt embarrassed. I went across the counters to another Emirates representative whom just said the flight has been closed and can't do anything and you will need to walk over to customer services and see what they can do again no explanation was given as to why. I explained that I had been at the airport since 4am and that I had continually expressed my concern with not enough staff and no one had even called the flight or for anyone to come forward. He just uttered that he couldn't do anything and I had to walk over to customer services. Having queued in customer services I was met with another group of people of around 15 passengers who were going to Delhi also. Their experience was even more ludicrous that they were all checking in together however 4 of them got checked in and the other 11 were told that their flight had been closed and that they would have to speak to a supervisor. Due to their limitation of English I decided that I would assist them where I could as I was a frequent flyer with other airlines and normally there is a swift process in dealing with passengers when this occurrence happens.
Having gone to customer services I explained the situation I was alarmed to be told that I would have to pay to get on the next flight and that to wasn't guaranteed and that it would be standby. To my alarm I replied why would I need to pay when I was at the airport well over before hand, had made myself available to 2 ground staff but was shrugged off, finally told to go to the other end of the airport, my bags on the scales being checked in and then just told spontaneously that the flight had been closed. It just made me think from experience that Emirates had overbooked and this was a cheap ploy to just shrug their customers off which is truly unacceptable and have never experienced anything like this before .
My experience was further aggravated when I was then told that I would need to speak to an Airport Services Officer to where then I walked to and was met with probably the rudest arrogant man XXXXXXXXXX who's card I am attaching.
When I explained my situation to him he simply outright said that I was lying and that I had turned up to the airport late and attended to a message on his mobile phone! This had sent me into rage and was extremely upsetting and it had been confirmed that Emirates wasn't interested in their customers and that they merely wanted to shrug their customers off. When I asked for his card he was extremely reluctant and finally just threw it across the table and simply replied that he simply couldn't do anything and that I would need to buy a new fare and that I need to leave the office! Is this the level of respect your staff give its customers and their loyalty to fly with you? I eventually went back again to customer services counter and then was told to walk over to counter A40. Arriving at counter A40 I was shocked at the carnage of customers whom had a similar heavy hand presented to them by Emirates. I attach a photo.
No level of control was visible, everyone concerned irate with Emirates process and everyone trying to have them-selves heard and get on to their onward flight. I witnessed a young girl in tears who had to get to Delhi for a funeral and was scheduled to be on the same flight and had the same treatment, arriving well over 3 hours making herself available, no one calling out the flight to have her come forward and was told that the flight was closed. I was truly in shock at the way Emirates was mishandling its passengers and in the 32 years that I have been flying never experienced something like this. Emirates were running their operation as a circus in my eyes with no process and no management expertise to handle such a cock up by supposedly an award winning airline. Please see picture attached of chaos and arguments occurring.
The lady at counter A40 was probably the only helpful person that I had came across and I actually explained my situation to which she really had no words. Finally I was put on standby and was told that I would have to wait and come back around 9am to see if I could go on the 10.10am. When I was told I could travel I then walked over to the payment counter where I was slapped with a 860 AED reschedule prices, yet the other people whom were flying to Delhi their charge was only 200AED which was utter discrimination. My point to the lady was why would I need to pay a fine despite being on time, making myself available, telling the ground staff that I was running late due to Emirates lack of staff but yet nothing was done to which she said I don't know sir you will need to write a letter. It's a total disgrace in which the airline handled the whole situation. I'm attaching a receipt also for 860AED .
Please find ticket attached.
Furthermore due to the harassment I had to miss my train in Delhi that my cousin had booked and had to organise a flight instead for the next day to get to my onward destination putting me further out of pocket. Ticket is also attached of the booking that had to be made due to my delay which I expect Emirates to redeem me for.
My distasteful experience continued when I arrived at Delhi for my return flight DEL DXB EK 511 K 21Jan12 1050 21Jan12 1315 which was scheduled on time. I had bought 2 litres of duty free whisky arrived at the gate boarded and a call was finally made by the captain that the airport had been closed for an hour and that we were going to be grounded here at Delhi.
Finally once we had departed it was evident that 50% of the people on board would not be making their onwards journey which in all honesty due to my earlier experience I was extremely worried and concerned and explained to the stewards and said arrangement would be made on the ground.
Once I arrived at Dubai I was asked to go across to the counter, no explanation given what would happen, merely told that I would be put on the next day's flight and that I would need to stay at one of Emirates hotels to which I thought there was no point arguing and agreed. I explained that I had purchased expensive duty free to which I was told that I would be able to check this in tomorrow at no extra cost. I was told that my bags would be off loaded that contained my clothing, toiletries etc. Having reached the baggage collection area I waited for around 40 minutes and finally went to a representative whom I asked where my bags were. She explained they had been put on for tomorrow's flight but had promised me that she would get them to the hotel within 3 hours to which I agreed as I would finally take some rest and would wait for the bags.
After 4 hours I rang the Emirates desk again and explained my situation and that I had no change of clothes and that I was expecting my bag to arrive at the Copthorne hotel and not to my surprise I was told that the bag had already been checked in for tomorrows flight and that she couldn't do anything now and that I would need to complain once I arrived back to London.
I then asked the hotel if they could provide me with basics toiletries such as deodorant, tooth paste or shampoo etc to which I was told they would not supply this. Why in the hell of god wouldn't you supply this despite all airlines saying you can't take liquid on carryon luggage and my bags were in your procession!??
Finally I had to venture out purchase a change of clothes and deodorant from a local market occurring taxi cost which cost me in the region 200 AED for no fault of my own which I'm expecting to have refunded.
The next morning when I arrived at the airport on the 22-01-2011 for flight EK003 I already had my boarding pass however wanted to check in my carryon bag with my duty free I was told by check in I couldn't do so that I would have to pay excess baggage. I couldn't understand why there were mixed messages from the customer services agent when I landed however when I got to the airport a heavy hand was once against used which wasn't surprising.
How was I meant to avoid missing my flight if there was a delay which wasn't in my hands however my carryon bag was only 8kg however the alcohol that was bought on airside was probably 4Kg making me 4.0kg over weight which I thought was extremely petty especially taking into consideration the inconvenience that had been caused by Emirates.
Eventually I offered to give my presents that I had bought to some ground stuff who weren't part of Emirates however they kindly offered to pack the bottles in a card board box and have that checked in by speaking to someone from check in who was kind enough to let me do so.
Based on the above I hope Emirates considers my case as extremely serious and that the inconvenience and time wasted going from pillar to post and more so the financial damage that this trip has cost me I will be seeking compensation and if this is not considered then I will be pushing this complaint to higher authorise and consider airing this on various forums and social forums also. I feel as a 32 year old man I was very mature about the whole situation and didn't cause more of an uproar however had I been with my 2 years daughter and wife and this kind of behaviour was used my attitude would have been different and definitely not been tolerated. I have already spoken to my solicitor and will be seeking some kind of compensation if this isn't dealt with accordingly.
Furthermore I have attached pictures of the whole incident which I hope Emirates will take into consideration and further more will hopefully help Emirates better its service. I used to hear comparisons to Virgin and British Airways and can tell you first hand Virgin when my flight was delayed and missed gave my wife and I a round trip to anywhere in the world, but here in comparison Emirates subjected me to me being called a liar without any proof, being told it was tough and being slapped with a fine more so had to cancel my train tickets and had to get an alternative with having to fly to Chandigarh my final destination. I have never ever seen an airline handle a situation not once but twice through a trip. I'm very upset and distraught and will have to seriously consider my corporate network and business companions to fly with Emirates again unless some kind of compensation is granted and my money returned for me for the fines and onward journey.
I look forward to your reply settling this complaint.
Kind Regards
Mr C S Chind.
Dear Mr Chind
Thank you for your e-mail regarding your experience with Emirates.
I was sorry to learn of the difficulties you experienced when you tried to check-in at Dubai airport for flight EK8512 on 09 January 2012.
The check-in area can become very busy during the morning peak hours, but there are always staffs that walk around the check-in queues and make final calls before the flight is closing, and Announcements are always made in the check-in area over the tannoy. I'd like to add to this when I spoke to your ground staff supervisor he clearly mentioned that Emirates we're not obliged to make any announcements over the tannoy and that I should have made myself available which I had on many occasions. When I mentioned this to the supervisor he had nothing to say so how can you be so certain that this was done on the day? Do you have a log? I can assure you this wans't! I'm a frequent travel and always listen out to notifications and more so on this occasion. And when I was standing the queue the Emirates staff said that I have plenty of time!
The staff are in fact very conscious of doing the rounds since the new 60 minutes closing of check-in came into effect as there are passengers who are still unaware of this, and therefore they patrol the queues regularly to make sure there are no passengers stuck in a queue when their flight is closing. Again if you had called out why wouldn't have I made myself available? Again Emirates are playing it Coy here not wanting to admit that they made a huge blunder. Check this blog site out and see the amount of complaints against Emirates have been raised and the lack of understanding towards the customer http://emiratecomplaints.blogspot.com/ .
I have been in contact with our office in Dubai, where the check-in queues are monitored for statistics to see how long people are waiting, and they have advised they have never known anyone to queue for 1 and a half hours.
Well when I said to them to take my details I left them my business card also, obviously which supervisor in his right mind would say that their queues were busy? Don't the pictures give you justification and the chap who was arguing about his bags that caused a huge delay? Did you ask them the question about that? What were the statistics when only one side of the counter is open and how many flights do you brag on about that you fly out from Dubai?
It just seems that Emirates are still calling me a liar! Despite me saying that I had my myself available arrived on time however you don't want to acknowledge this point! This is unacceptable.
Mr Chind I am sorry you missed this flight but there were 257 other passengers who were able to travel on EK8512, and therefore there is no evidence to support you missed this flight through any fault of Emirates. You really do make a great excuse as an airline, I'm there on time, you don't have enough staff working, I make myself available, no tannoy announcement made I wasn't the only person who made the same complaint however still being called a liar? How can this be? Your staff was inadequately staff to handle the situation and certain passengers who should have been ushered along weren't. Why when I asked on many occasions wasn't I put at the front of the queue, why did your staff say that they are not obliged make announcements on the Tannoy as none were made!?
However, I am concerned to learn of your disappointment at the behaviour displayed by members of our ground staff towards you at Dubai airport. May I assure you that rudeness of staff members is not tolerated and that we take a serious view of such incidents? We expect our staff members to always deal with passengers in a friendly and professional manner, which you, as our customer, have every right to expect.
So doesn't this give enough reason to believe that if an incident had occurred have they admitted in the heavy handed tactic they had used? Yes I'm being told that I'm lying about all of the above?
Nevertheless, with regard to the photographs you have taken inside the Terminal at Dubai airport, our office in Dubai have advised that you have breached security regulations, and if noted at the time, you could have experienced serious consequences . Please refrain from taking photographs inside the Terminal. Fair enough but it's a risk that I took due to my frustration. Do you think I normally take pictures of people in queues and peoples bags on the floor? I took this pics so that I had evidence of the lack of staff and the issues that I faced, yet I'm being told it wasn't Emirates fault in why I missed my flight?? How does that work?
However, I was sorry to learn that your return flight from Delhi EK511 was delayed by 80 minutes on 21 January. Our records show this was due to Air Traffic Control and I am sure you can appreciate these are circumstances beyond our jurisdiction.
Nevertheless, I am truly sorry this resulted in you missing your flight to London Heathrow.
Whilst our staff re-booked you to travel on the same flight the following day and provided you with hotel accommodation, regrettably it is not always possible to retrieve luggage, as this is placed in Transfer containers, but I apologies if this was not explained to you more clearly. Regrettably we are not in a position to reimburse the costs you incurred in Dubai in this respect.
So did you ask your ground staff why I was told it would come to the hotel? You have statistics to queue monitoring but at the same time don't you monitor what your passenger's have requested and log it in some kind of system? Yet that must be the passengers fault also? So I'm put on another flight yet I'm not allowed to get my bags yet promised? What am I supposed to wear smelly clothes and leaves? I buy duty free told that I can have my bags definitely however you fail to deliver again what you promised, and when I reach the airport I'm expected to throw my duty free bottles away? Please I think Emirates don't have a leg to stand on here and 15k miles is supposed to justify the financial and personal problems that I faced due to Emirates yet I'm called a liar?
Mr Chind in respect of this delay, it is never our intention to have dissatisfied passengers, and therefore as a gesture of our goodwill I have arranged for you to have 15,000 complimentary miles credited to your Skywards account. I do hope you will accept these miles in the spirit in which they are intended. I'm sorry that the 15k miles is of no use to me, I don't wish to fly with Emirates or any of the partners, this isn't even sufficient to even get me a one way upgrade, this is more so insult to injury of being called a liar, being told that it's not Emirates fault however as a goodwill you will give me 15k miles which are worthless to me! What am I really supposed to do with 15k miles? TO be honest I will be writing to your Emirates directors also in the UK and abroad and be taking this up with different media agencies corporate companies that I'm affiliated with. I will not let this just lie low the way Emirates has handled this. I suggest you review your gesture of goodwill as a customer I was no way to blame for Emirates blunder.
Mr Chind I am sorry you have found cause for complaint, and I do hope this unfortunate experience will not deter you from travelling with Emirates again, when we will welcome the opportunity to demonstrate our service commitment.
Like mentioned I will take this further unless a sensible offer of settlement is made or I will not hesitate to cascade this issue on.
Yours sincerely
Mandy Cook (Mrs)
Thanks,
--
Regards,
Preet S Chind
+44 7957-18-18-39
www.p2icatering.com
www.kanganauk.com
National Uk Curry Champions 2000 & 2001
Surpassing Standards
Wednesday, February 15, 2012
safety issue of emirates flight
From: arif rahman <arif785@hotmail.com>
Date: Wed, Feb 15, 2012 at 5:13 PM
Subject: safety issue of emirates flight
To: jawad@alumni.washington.edu
Wednesday, February 01, 2012
Fwd: Emirates - big companies with big problems
From: Jelena Sandic <tvrights@blic.net>
Date: 2012/2/1
Subject: Emirates - big companies with big problems
To: jawad@alumni.washington.edu
Emirates flight EK764 from Johannesburg to Dubai, on 23 January are cancelled due to unforeseen circumstances. They kept us on the plane 6 hours trying to fix the engine.
Ok, something unexpected happened and we all come to terms with the situation, but Emirates Airlines did nothing right, at least in my case.
I had a ticket from Johannesburg to Dubai and from Dubai to Beograda. My ticket failed due to a fault plane. Emirates gave me other cards, at least I thought so, and that everything will be fine.
In Johannesburg, I was barely able to get more detailed information, what are my rights in this case. I am 4 days late, missing two important business meetings, the loss of several thousand euros for this, my children are left without care because I hared the person who kept them until Tuesday, and my time will be extended until Friday ...
Ok, all this is happening and everything is understandable, but neglect such a great company to its passengers I do not understand.
In Dubai, will not let me pass passport control because I do not have a visa, go back to the Emirates desk and they give me information that they can't provide visa and hotel, because there is no place ... and that I must remain here at the airport 2 nights and all day! Terrific!
I go to Emirates custumer and ask for my rights, and there I get the information that the visa will cost me around $ 180 but the hotels are full. We arrive in a circle and contact relatives, friends, for me to spend huge sums on telephone conversations with their homeland. All we say to be persistent, the Emirates not to behave and to say that I will sue them.
So I did, but sufficiently frustrated, tired, and with tears in my eyes, I return to the Emirates desk customer and ask another person to my right. Comes some head and calms me, saying that there is no need for lawsuits and spreading negative stories about them, that everything will be okay, that Emirates will take care of me. I finally got the hotel (it was already morning) and a visa for 24 hours and am going to take my luggage, but it does. Again, complications, go to the lost and found, look for my luggage and the search is over just the next day at noon ...
In the hotel I have until Thursday, on Thursday, moving the terminal Fly Dubai, finally flying to Belgrade, but I say there that I am not in the system, that my card was canceled because not paid !????
What harassment!
I'm returned to the terminal - the Emirates and there are telling me that everything was ok, that was probably a problem in the system, to get back on the Flay Dubai and will be all right.
Again, I catch a taxi and go to the Fly Dubai, again nothing, do not give my boarding pass, no confirmation of my flight and I stubbornly refused. I have to turn the taxi and the Emirate .... Unheard of. Is it a concern for passengers? Does this stress can cover your 15 000 Skywardes??
At Emirates, we give a new map and say again to fly back to Dubai. I do not have much time. Desk for 10 minutes zatvara.Ako'm late and if we now do not give a ticket
will remain in Dubai, my visa has expired, money I spent on the taxi, my phone does not work, I am alone and scared!
Fly Dubai hardly receive me, but I still do not give a ticket because I still have in the system. They say people waiting a little longer. I've had it all, do not feel well, I just want to go home!
After 10 minutes finally corrected the mistake and I run on a plane!
No one would not wish what I went through. Emirates - Big companies with Big problems. Emirates just do not have a program to deal with crisis situations, may not have the protection of customers, I felt very betrayed, powerless, in a foreign country, playing to one's unwritten rules, harass me from desk to desk, giving me wrong information ...
As for me, will require proper compensation for what was happening to me, if necessary through the courts.
Regards,
Jelena Sandić
Tuesday, January 03, 2012
Fwd: i need help to lodge a complaint against emirtates
From: Hashim Ghori <hashim.ghori@yahoo.com>
Date: Wed, Jan 4, 2012 at 9:05 AM
Subject: i need help to lodge a complaint against emirtates
To: jawad@alumni.washington.edu
| Dear sir, The flight # 517 dated:19th december,2011 from,Delhi To Dubai. I booked my ticket on internet with my wife credit card some time before to travel dubai,when i reached the airport for travel the checkin counter asked me to show the credit card, I dont have the credit card with me and i requsted that supervisor of the emirates that please i dont have the card with me since its my wife,so how can i carry with me? and moreover if i know that its really going to be very important to produce i would have carried it. That supervisor again he refused to accept me and then again i requested him and showed my visa,which is the last date of my travel i was carrying a 14days visa with me and that day was the last day of the visa and i requsted him please i have to go since i have no time to go by another flight also because its already 3 pm afternoon here, i requsted him that ok i will call my wife to get the card here to you, and i will desposit whatever money you want,when she will come and show you the credit card give this deposit money back to her,that supervisor never listen me. Its really so painfull for me to go back and face many problems for visa again. Mover on my e-ticket recepit & itinerary they have not mentioned properly that I HAVE TO PRODUCE the Credit card on the checkin`counter its written on the recept its in very,very small letters which i have to wear power glasses to see it. they have writtern: at check-in you may need to prensent the credit card used for payment. Its really so hopeless people from emirates are working at new delhi airport who cannot understand and dont want to understand of coustmers problems... regards, Hashim. |
Friday, December 16, 2011
Fwd: FW: MISSING
From: ravinder singh <alishanexpo@hotmail.com>
Date: Fri, Dec 16, 2011 at 1:08 AM
Subject: FW: MISSING
To: jawad@alumni.washington.edu
my name is Ravinder singh, i am from india, i was travelling from milan ( italy) to dubai, on 13 dec 2011, we arrived dubai at 00:20 on 14 dec 2011, my flight no. is Ek 094 ,AND MY SEAT NO IS J 26 in that flight i lost my camera and i report for that, i have got the camera, but in that camera there was no memory card,someone took out the memory card,please if can find that memory card for i will be very thankful to dubai police, i really wants my memory card.409980there is a piture of my trip to milan with my wife.please find a.s.a.p
thanking you,
Regards
Ravinder Singh
Friday, September 23, 2011
Emirates blog post
From: Ifatsa <iffatthebest@yahoo.com>
Date: Fri, Sep 23, 2011 at 1:49 AM
Subject: Emirates blog post
To: "jawad@alumni.washington.edu" <jawad@alumni.washington.edu>
Thursday, August 25, 2011
Complaint against Emirates
From: M.V.Thomas <mvthomas@crosstel.com>
Date: Tue, Aug 23, 2011 at 7:01 PM
Subject: Complaint against Emirates
To: jawad@alumni.washington.edu
I am a traveler who experienced very bad treatment from Emirates during July. I and family were on a trip to Cochin from Atlanta via New York. 3 of us were flying on 8th of July and my daughter was to flying on 30th. All were booked and confirmed to return on 12 th August.
When the party of 3 of us reached New York from Atlanta, Emirates told us that we could not fly to Cochin as my wife has 3 more days to re enter the county. According to them, she cannot re enter till 13th. My baggage had gone to COK . They diverted the baggage to Dubai and asked me to stay till 14th in Dubai.
When I reached Dubai, Emirates treated me so badly that I would never ever fly by this stupid airline in my life time. They refused to give me accommodation and onward flight to Cochin ! I was totally stranded with family at the airport begging for the seat. At the end, they gave me a flight on 15th charging me $ 650 ! Or else they refused to drop me there ! I paid and stayed in DXB on my own. Next day, I called travel agent who found out that there is no restriction for us to fly ! They managed to find seats on 13th; but Emirates charged me another $ 842 for the same ticket ! In other words, for no reason I ended up paying over $1400 for same tickets and over $1000 for getting stranded. I complained this to Emirates with absolutely no response.
My daughter flew by the same route on 30th July. When she reached in JFK, Emirates told her that they pre-boarded though there was an hour and half for flight and offered no help ! She was stranded at JFK at 11:00 PM . Emirates told her that she is "automatically conformed " for next flight at 11:00 Am but she must pay $232 ! Since she did not have any choice, she paid and flew. When she reached COK, her baggage was missing. We lodged a complaint; but absolutely no response.
I want to take this up with authorities even if it costs money so that Emirates will not do this to others. Any Idea how to go about this ?
M.V. Thomas
Thursday, January 06, 2011
One more bad experience
From: Mogens Laubjerg <mogens.laubjerg@gmail.com>
Date: Wed, Jan 5, 2011 at 10:39 PM
Subject: One more bad experience
To: "jawad@alumni.washington.edu" <jawad@alumni.washington.edu>
The Emirates on the 05/01/11 did not report on any delay so one hour before depature the delay was suddently 4 hours from Jakarta. We were called on to move to a departure hall without being able to sleep because of fixed chair armrests. Thank you emirates. Delay 0:00-4:00
Mogens Riis Laubjerg
Wednesday, November 10, 2010
BAD FOOD ON EMIRATES
From: Altaf Gajia <altaf@jacgf.ae>
Date: Wed, Nov 10, 2010 at 11:54 AM
Subject: BAD FOOD ON EMIRATES
To: "jawad@alumni.washington.edu" <jawad@alumni.washington.edu>
DEAR SIR,
MY FAMILY OF MY WIFE AND 3 KIDS HAD VERY BAD EXPEREICNE WITH EMIRATES FOOD BOTH TIME WE TRAVELLED TO INDIA. THE FOOD WAS BELOW ANY LOCAL CORNER CAFETERIA STANDARD. NONE OF MY FAMILY ATE THE FOOD. I WANTED TO COMPLAIN ABOUT THIS BUT COULD NOT FIND ANY SECTION FOR COMPALIN ON EMIRATES WEB SITE.
SO THIS YEARS I CHANGED TO KINGFISHER AIRLINES, WITH SAME FARE, WE HAVE GOOD FOOD AND SEATING WERE SPECIOUS THAN THE EMIRATES.
MY KIDS NEVER WANT TO TRAVEL BY EMIRATES ANY MORE.
REGARDS
ALTAF
Monday, August 30, 2010
EMIRATES AIRLINES -
From: raman <shreyram@emirates.net.ae>
Date: Fri, Aug 27, 2010 at 3:55 PM
Subject: EMIRATES AIRLINES - To: jawad@alumni.washington.edu
Dear Mr.Jawad
I came across your email address when I was blogging about racial discrimination on board Emirates Airlines
I am attaching below my experience with Emirates Airlines which I would request for addition to your blog
Thanks
Raman
Dubai
RACISM ON BOARD EMIRATES FLIGHT EK 516 FROM DUBAI TO DELHI ON 07/08/2010
Dear friends,
The motivation to start this blog arose out of the Racist treatment metted out to my 67 year old widowed mother who travelled from Dubai to Delhi on board Emirates flight EK516 on 07/08/2010. She was manifested as a wheel chair passenger in Business Class with booking reference C3KG56.
She had undergone surgery on both knees 2 years ago and cannot endure long walks such as those in Airports. Therefore and at the time of booking itself, she was manifested as a wheel chair passenger who could not walk long distances. We checked in at about 8:00 AM that morning and she was taken by wheel chair to the Business Lounge and from there to the aircraft.
This flight took off from Dubai airport at the scheduled time of 10:10 AM from Terminal 3 of Dubai International Airport. The flight returned to Dubai Airport after being airborne for 40 minutes. When the flilght returned to Dubai, she explained to the crew in Business Class that she cannot walk long distances and needed wheel chair and that she was escorted to the craft by wheel chair when the flight initially took off.
She was refused wheel chair and was made to walk back all the way to the security counter and then to the transit desk. She could not manage. By Gods blessing, a co-passenger who was very highly placed with Airtel in Delhi and travelling with her in Business Class helped her. I am grateful to this person for his kindness and courtesy to an old lady who was treated disgracefully by an Airline which proclaims that it is the worlds best and that it has an award winning crew. SHAME ON EMIRATES CREW THAT THEY CANNOT EVEN TREAT A 67 YEAR OLD WOMAN WITH HUMAN DIGNITY.
She called me on my mobile from the Airport to narrate this behaviour of the crew. I tried contacting Emirates at their call centre who denied stoutly that the flight ever took off and that planes were indeed changed. They maintained that it was a delayed departure and that the plane never took off from the ground at 10:10 AM.
Eventually the replacement aircraft took off more than 3 hours later and landed at Delhi. My mother again reminded the crew and requested wheel chair. This time she was met with a Racist attitude by the same crew who was actually busy stuffing his private bag with free food and free drinks from the plane.
My mother took objection to his Racist behaviour and gave this crew a piece of her mind and finally they arranged the wheel chair after my mother told him she would not get off the aircraft if wheel chair was not provided.
I lodged complaint with Emirates Customer Affairs in Dubai who admitted that there was a technical defect and that planes were changed but maintained that the original flight never took off at 10:10 AM!
As regards denial of wheel chair they have given a misleading and evasive response. As regards the Racist behaviour of the crew, they have stated that they have informed his manager. No details were provided as to the outcome of my complaint about the behaviour of this crew.
My objective in writing this blog is to request any others who had been on this flight to write to me about their experience so that I can tell Emirates that they cannot keep secret that EK516 on 07/08/2010 was airborne for 40 minutes before being returned to the Airport and that planes were changed, and that they need to apologise to all passengers regardless of Nationality and Skin Colour who were on that flight.
Further if there was anyone on that flight who had problems with wheel chair or crew attitude please write to me at ramsrini2k@yahoo.com so that I can take up their complaint with Emirates.
If this had happened on a British, European, Amercian or any "White Skin" sector, Emirates would have issued a formal apology and compensated passengers. Since this happened on a flight to India and the passengers were by and large "Brown Skinned" Indians, Emirates feel that they can get away with the Racist attitude of their crew. We need to tell them that they cannot and that they need to respect all Nationalities and look beyond Skin colour in their treatment of passengers.
Raman
Dubai
Email : ramsrini2k@yahoo.com, shreyram@eim.ae
Mobile : 0097150 - 5592812
Tuesday, August 24, 2010
Emirates complaint
From: Michelle L <shell291@hotmail.com>
Date: Tue, Aug 24, 2010 at 8:24 AM
Subject: Emirates complaint
To: jawad@alumni.washington.edu
I flew Emirates 1st August 2010 from Brisbane Australia to Auckland New Zealand and was allocated seat 24G, the seat RIGHT NEXT to the toilet, I could actually lean out of my seat, without much effort and touch the toilet seat. I was sitting eating my breakfast and I could hear people using the toilet, what a suprise I was turned off my food. I ended up in tears as there was no other seat to transfer to and I payed as much for my seat as anybody else. I could understand being allocated that seat if I paid less then all other people seated in economy. I have so far found it almost impossible to contact Emirates to make a compliant.
Also I counted 12 flight attendants board the plane in Brisbane, can someone please tell me where they all were, as I only ever saw the same 3 flight attendants in economy.
Thank you
Michelle
Monday, April 19, 2010
Fwd: Emirates - Not the Airline to use
From: Nigel Swayne <swayne2@emirates.net.ae>
Date: Tue, Apr 20, 2010 at 7:08 AM
Subject: Emirates - Not the Airline to use
To: jawad@alumni.washington.edu
What a great website, I have had to fly Emirates for 9 years now, working in the UAE and flying to Malta, they are the only airline we can use.
During that time we have had 3 cases lost, 2 broken, 5 occasions when the choice of food had run out, one flight when due to Emirates cancelling the prior flight my wife and I sat on different sides of the plane.
And the last flight the car emirates sent could not find his way and after taking my wife to the airport myself collecting 3 speeding fines to get her there.
We were credited 10,000 air miles, which sounds ok, except in 2003 she got 15000 for the loss of a case for 12 hours.
The main problem with Emirates is the Support Staff, if you don't have a problem and the crew do their job (and in most cases they do) you won't have a complaint, but if you have a problem expect no support or help.
As for them being the best airline in the world, wrong its up the road 130 kms in Abu Dhabi.
Regards,
Nigel Swayne
Nigel Swayne
Wednesday, March 17, 2010
emirates
From: Dadi Dadis <dadis2929@yahoo.fr>
Date: Tue, Mar 16, 2010 at 11:28 PM
Subject: HI JAWAD
To: jawad@alumni.washington.edu
Monday, January 25, 2010
Fwd: emirates complain
From: raheem shaik <raheem.sheik@gmail.com>
Date: Tue, Jan 26, 2010 at 6:48 AM
Subject: emirates complain
To: jawad@alumni.washington.edu
Saturday, December 26, 2009
we agree!!!!!!!!!!!
From: Mandy Rademeyer <mandyrademeyer@yahoo.co.uk>
Date: Thu, Dec 24, 2009 at 6:38 PM
Subject: we agree!!!!!!!!!!!
To: jawad@alumni.washington.edu
Cc: m.shale@lec.co.ls
| I fuly agree with shale. In the 1st place if visa issue was the case, ek sa was not suppose to board Shale. This wud have save her time, energy and ofcourse her money. This means the ek staff at JNB does not even know that the SA citizens have visa on arr in UK. On the other hand the passenger is transiting dubai the ek staff are not the UK immigration staff nor the ek security have the right to stop passengers on the boarding gates untill and unless the passengers are holding the fake tvl doc. The same situation we have faced after which we have completely stopped flying ek. The boarding gate staff and the ek security not only have the unauthorise authority but also are racest. They only stop ppl with dark skin. Other wise for whites no law. They consider the whites as saints. |
Tempering luggage
From: Maheen Gondal <maheengondal@hotmail.com>
Date: Sat, Dec 26, 2009 at 3:14 AM
Subject: Tempering luggage
To: jawad@alumni.washington.edu
thanks for putting up this blog for poor Emirates passengers. I traveled with my husband and daughter from JNB to ISB via DXB on 20th of December 2009. It was one of those long awaited vacation we had plan. To our horror , when we reached Islamabad, 2 of our bags were torn and few of our things were missing. The third bag never reached Islamabad, its still missing!! Emirates staff is just making us more frustrated by giving lousy reasons. Its so sad that you save money for the whole year so that you could buy tickets and visit your friends and family and this is what happens to you. Nobody is taking the responsibility!! I dont understand , how can they be so casual in handling the luggage. I really want to launch an official complaints against the ground staff. I guess there is a bunch of thieves who are handling our luggage.
thanks,
Maheen Gondal
EK 251932623
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Wednesday, October 07, 2009
72 Hours on Emirates Airlines
From: Annie Saputri <ahsaputri@hotmail.com>
Date: 2009/10/7
Subject: 72 Hours on Emirates Airlines
To: jawad@alumni.washington.edu
Dear Jawad,
Thank you for putting this blogs for us Emirates passengers. I would like to share my delay experience to all of you.
This is a complaint mail/email copy to Emirates Customer Affairs,
Emirates Customer Affairs
Emirate Group Headquarters
Dubai PO Box 686 UAE
CC: HH Sheikh Ahmed Bin Saeed Al Maktoum – CE Emirates Group
CC: Tim Clark – President Emirate Airlines
London – Jakarta – 3 Days! Correct not a typing mistake 72 hours on a usual total trip time of 16/17 hours.
I have detailed below the following on my recent return journey from London Heathrow to Jakarta, via Dubai using Emirate Airlines, as you will see this is totally unacceptable that a "leading " Airline takes 3 days to complete this journey.
I have also cc & mailed the two gentlemen above, no doubt they will never see these types of letters/complaints, as only interested in the marketing/PR aspect, never the reality.
27th Sep
Original departure times:
EK006 – LHR to DBX @ 22.15 arr @ 08.05 - 34K
EK358 – DBX to Jakarta @ 10.55 arr @ 22.35 - 30K
EK006 was delayed initially by 2 h! ours due to a technical fault, however I boarded the flight @ 1.00am, sat on the plane for 1 hour, then told that it couldn't fly & that overnight accommodation would be provided, whilst I appreciate that safety is paramount. The decision to cancel could have been made earlier as it was almost 04.00am before I got to my Hotel room. With no real assistance from any Emirates ground staff, the Hotel, The Park Inn rooms were really basic, no basic amenities such as toothbrush, pastes etc.
I hope you have a good warranty compensation clause against AirBus on these A380's, they shouldn't be this unreliable.
Managed to call the Emirates Manchester service team & they confirmed my new bookings for LHR to DBX now @ 15.00 on the 28th Sep & my connecting flight from DBX to Jakarta @ 04.15 on the 29th Sep.
The coaches would collect us from the Hotel @ 12.00pm, in fact they turned up @ 13.00, and I eventually boarded flight EK006 @ 14.45, but the flight still di! d not take off until 16.00.
29th Sep
Landed at DBX @! 02.25, after a long queue at the transfer desk, I was then informed that the 04.15 flight to Jakarta was fully booked!!!
I said yes I know, the Emirates Manchester office have booked me on it yesterday & given me the seat number 34C.
I then realized that I had been "bumped" as you call it, what's more annoying is the data that the Manchester office had given was just pure lies, no one likes being lied too.
30th Sep
So another overnight stay was arranged at the Millenium Hotel while I was re-booked again on EK356 seat #: 21K on the 30th Sep @ 04.15.
As I had now been in the same clothes for almost 3 days I asked if my luggage could be delivered to the Hotel, yes was the answer, but it never arrived, I had to go out & purchase new underwear, shirts, toothpastes etc, as again the Hotel amenities were very basic.
I repeatedly asked about my luggage, & ended up back at the Airport where after many conversations I was told it had gone to Jakarta! !!! & I had to make a baggage claim!! How much worse could this nightmare journey go on, but eventually one extremely helpful baggage attendant went out of his way & actually located it, sitting on the ramp!!
I eventually landed in Jakarta on Wed 30th Sep !!! with my luggage, well at least that arrived!
The consequence of being this late is that, I missed the opening day of my Pre-school in Cikarang.
Again how would you feel if your children returned home early from school because their teacher was delayed by this type of delay?.. not happy I presume.
I travel frequently between Jakarta & London, now reading this would you fly / use Emirates again?
Give me a three good reasons why, would be so interested to hear your views on this, but perhaps with most "blue-chip" companies today, once they have your money there not bothered about individual concerns & it will be the standard typed letter stating "reasons beyond our control" etc, etc! .
Emirate Airlines are in my opinion falling into the same trap as B! A did about 10 years ago, they wanted the passengers / business & ran a smart advertising campaign with attractive prices / routes, won the customer over but didn't have the infrastructure behind the gloss to manage the increased volumes & now if your honest, although it will never be admitted, customer problems have risen.
What process steps are you putting in place to ensure that Emirates can overcome these problematic areas in line with you increased passenger volumes?
Yours faithfully
Annie Saputri
EK 235294986
E-Ticket #: 176 2128445938
Reference : DXB/X/041009/6670611
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