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: "firstname.lastname@example.org" <email@example.com>
Cc: "firstname.lastname@example.org" <email@example.com>
Awaiting a response to the query below.
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.
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………….