Thursday, September 07, 2006
From: Rattan, Sonal (AFM) <firstname.lastname@example.org>
Date: Sep 7, 2006 12:32 PM
The list continues…..
My mum – bless was treated really badly by the emirates staff, and I have wrote 2 letters of complaint and have heard nothing.
My mum did a last minute booking to fly to Singapore from Birmingham – and although she told the Travel Agent that she required a vegetarian meal – the onboard staff on both flights refused to acknowledge that my mum had made this request. Due to the flight being booked last minute it is understandable that the request hadn't been processed. At check in she reminded the staff that she required a Veg meal, which was ignored – then on getting on the flight (BHX-DXB) she advised the staff that she required a veg meal – again to be ignored. When the meals were served they didn't even bother to offer her a replacement – but on asking 5 times – she was then provided with an extra veg meal they had on board. Which was bad service due to staff having to be reminded 5 times – but did eventually get some sort of meal.
On the flight 2nd leg of her flight, she was treated a lot worse – as she had the same issue again – no acknowledgement of a veg meal and this time round was not offered any food what so ever. The staff said they didn't have a veg meal for her and snapped at her when she asked for some sort of replacement – i.e. the bread, crackers and cheese, dessert, fruit (anything - the tray without the hot meal seemed like a suitable replacement) and said she was only able to have a drink. What kind of service do you call this?? They spoke rudely to her and gave her no food what so ever. My mum – has a stomach bug which means she needs to eat every few hours to control any reaction – even after being advised of this – they still didn't care.
I wrote a letter of complaint, in which I was assured my mum would get better service and on both flights (sin-dbx and dbx to bhx) and will notify the staff to look after her and would guarantee her a veg meal – so what do they do??
Firstly they had no idea that she had complained and was promised extra looking after and in addition was given a meat sandwich which she took a bite into!!!! My mum a vegetarian her whole life for religious reason – had been given a non veg meal (on purpose I suspect) – with not even an apology in response – to her complaining on the aircraft and filling out a complaints form and me writing in a letter.
This is just basic customer service and they're failing to even achieve that –
I'll keep you posted if anything ever comes back.