Emirates Airlines (Comments about Emirates Airlines)

Fwd: Emirates - big companies with big problems

2012-02-01T04:42:00.001-05:00

---------- Forwarded message ----------
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

Fwd: i need help to lodge a complaint against emirtates

2012-01-03T23:19:00.001-05:00

---------- Forwarded message ----------
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.

Fwd: FW: MISSING

2011-12-16T10:15:00.001-05:00

---------- Forwarded message ----------
From: ravinder singh <alishanexpo@hotmail.com>
Date: Fri, Dec 16, 2011 at 1:08 AM
Subject: FW: MISSING
To: jawad@alumni.washington.edu

Hello sir/madam
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

when i received camra from the security they say please sign on this paper and i signed on that paper they says they received camra from the team but with out memory card

and i had read from the paper

SECURITY SEAT NO3317734

NAME OF THE STAFF GIOMATHY404348

CLEANING TEAM THILAK

IF THEASE PEOPLE FIND MY CAMRA FROM THE THE PLANE AND I TOOK THE PICTURE IN THE PLANE SO THE CARD WAS IN SIDE ANY ONE OF THIS TEAM HAVE THE MEMORY CARD PLEASE DO SOME THING THIS MY LIFE MEMORY. I AM SURE THE CARD IS WITH THEM IF SOME BODY WANT SOME MONEY WE CAN PAY. IF WE RECEIVED THIS CARD WE WILL GIVE YOU MORE BUSINESS IN FUTURE OF MY FREIND CIRCLE.
thanking you,
Regards
Ravinder Singh

Emirates blog post

2011-09-23T03:51:00.001-04:00

---------- Forwarded message ----------
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>

Hi!

I want to post my complaint to the emirate's blog too.

On our return to the USA, we were delayed at the Islamabad airport for 15 hours on 9/5/11. The flight took off the next day and were not given any dinner vouchers.We were served dinner after the flight took off around 1am.

There were young children and seniors without dinner, but why would emirates care? Emirates did not even know what time the plane would depart. We were given multiple times, but none came out to be true.

We received an email saying that they would give the passengers 15000miles for the delay???

What if no one wants to travel on Emirates after the ordeal???

If we had mad that change in the itinerary, we would have had to pay. Why doesn't emirates take responsibility and pay for the delay?

Thank you.

Complaint against Emirates

2011-08-25T02:05:00.001-04:00

---------- Forwarded message ----------
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 8^th of July and my daughter was to flying on 30^th. 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 13^th. My baggage had gone to COK . They diverted the baggage to Dubai and asked me to stay till 14^th 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 15^th 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 13^th; 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 30^th 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

One more bad experience

2011-01-06T01:37:00.000-05:00

---------- Forwarded message ----------
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

BAD FOOD ON EMIRATES

2010-11-10T03:02:00.000-05:00

---------- Forwarded message ----------
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

EMIRATES AIRLINES -

2010-08-30T04:10:00.001-04:00

---------- Forwarded message ----------
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

Emirates complaint

2010-08-24T01:21:00.001-04:00

---------- Forwarded message ----------
From: Michelle L <shell291@hotmail.com>
Date: Tue, Aug 24, 2010 at 8:24 AM
Subject: Emirates complaint
To: jawad@alumni.washington.edu

I would like to add a complaint about Emirates to your site.

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

Fwd: Emirates - Not the Airline to use

2010-04-19T22:23:00.001-04:00

---------- Forwarded message ----------
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

emirates

2010-03-17T01:55:00.000-04:00

---------- Forwarded message ----------
From: Dadi Dadis <dadis2929@yahoo.fr>
Date: Tue, Mar 16, 2010 at 11:28 PM
Subject: HI JAWAD
To: jawad@alumni.washington.edu

Thanks to this blog for poor Emirates passengers. I've traveled on 23 nov 2009. We intended. To our horror, when we arrived was the arpt mohamed v, 1 of my bags was absents.le numer of baggage (ek843134) EK359 dubaiEK751 marocEK523 BAMAKO djakarta! MY BADING PASSE IS(CAMARA/ABDRAHAMANE_CMN_BKO_AT_523_Y_23NOV_A_23:00_,2210_10F_NO_2_30_0002_,ETKT_1763843014425-3) BADING! Personal Emirates only makes us more frustrated by the only motivated. and whereas it my money for payroll encor demade $ 900 power the transiteet fair is happening to you. No one takes responsibility! I do not understand, how can they be so casual in baggage handling. I want to start a formal complaint against personnel on the ground. I suppose there's a bunch of thieves who manage our luggage.

Fwd: emirates complain

2010-01-25T21:28:00.001-05:00

---------- Forwarded message ----------
From: raheem shaik <raheem.sheik@gmail.com>
Date: Tue, Jan 26, 2010 at 6:48 AM
Subject: emirates complain
To: jawad@alumni.washington.edu

As salaam Alai kum,

I saw your blog for Emirates customer grievance and would like to share my experience for my Parents.

In reference to the BOOKING REF : FXHYZ2

Passenger Names - Zahida Begum and Abdul Hussain Shaik.

Route - Hyd - Dubai - JFK.

The flight was scheduled to start at 410 AM on 11/22/2009. The flight got delayed for an hour and started only by 510 AM and upon that boarding pass was not Issued to my father who is senior citizen with 63 years of age and has already gone through heart bi-pass surgery. On landing in Dubai with an hour late. The passengers were given only 1 hour of time in transition and I have requested for wheel chair for both of my parents and wheel chair was not provided to them and upon that he cannot board the flight since he doesn't have the boarding pass. Now he has to rush for 10 km away on the dubai airport to get his boarding pass and catch the flight in one hour. He has to rush during this time and with lot of pains and grief he kept running on the dubai airport to get his boarding pass and finally he could able to get the flight.

I dont understand why a senior citizen with 63 years of age was not Issued the boarding pass . When he asked at Hyderabad airport the guys told that due to security reasons they are not Issuing the boarding pass. What security reasons or threat do you think a senior citizen can posses at this age ? This totally absurd explanation and bullshit which I dont buy It.

Secondly when I have requested for the wheel chair for my father since he already had a heart surgery and not recommended to walk on the dubai airport. You people made him run for his boarding pass with giving 1 hour of time between the flights. Great of you guys. I am totally pissed off with this service and hospitality. You could have landed him into the hospital again with the time and pressure you have build up on him. I need the explanation why was the wheel chair not given to him when I have requested specifically ?

I have bought emirates ticket by seeing the ranking as you are famous in providing comfort to the passengers during flight. I paid so much extra to get the tickets of emirates from any other airlines like ( air India , qatar , lufthansa ) keeping your reputation in my mind. Now Its totally demolished and I need the explanation why for the senior citizens boarding pass was not Issued and If so why was It not taken care properly at Dubai airport and why the wheel chair was not provided .

Regards,

RaheemShaik

we agree!!!!!!!!!!!

2009-12-26T12:51:00.002-05:00

---------- Forwarded message ----------
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

2009-12-26T12:51:00.001-05:00

---------- Forwarded message ----------
From: Maheen Gondal <maheengondal@hotmail.com>
Date: Sat, Dec 26, 2009 at 3:14 AM
Subject: Tempering luggage
To: jawad@alumni.washington.edu

hi Jawad..

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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72 Hours on Emirates Airlines

2009-10-07T11:34:00.000-04:00

---------- Forwarded message ----------
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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Emirates has bigoted booking policy

2009-08-31T01:30:00.001-04:00

---------- Forwarded message ----------
From: papaleblanc@netzero.com <papaleblanc@netzero.com>
Date: Mon, Aug 31, 2009 at 6:01 AM
Subject: Emirates has bigoted booking policy
To: jawad@alumni.washington.edu

I recently tried to book a flight on-line from SFO to ADD but was rejected for on-line payment as my destination was Africa. I called their customer service & was told that was their policy, but if I wanted to book for Europe, I could pay on-line. The customer service rep, bless her for her honesty, then informed me I could go to SFO & pay with my card in person. The next day, I spent my lunch time & paid $8 to find out it wasn't true. I complained to SFO customer service, who were very responsive, especially after I explained the reason for being at the airport was due to Emirates racist payment policy. The airport customer service manager, Mr. Birch, connected me to an employee of Emirates, "Samai," if I am spelling it correctly & she confirmed that travelers with African destinations have to pay in person, no telephone or internet credit card charges. Apparently, she was willing to show up & sell me a ticket, but after I explained my lunch break time was nearly up, she put me on hold and left me there. After 3 minutes, I just hung up. She never called back. I phoned Mr. Birch & related my experience with her to him & he was astonished she never bothered to call me back. His suggestion was a complaint letter, not an email, to the US Dept. of Transportation at:

Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, S.E.
Washington, D.C. 20590

If you must email, the web address is http://airconsumer.ost.dot.gov/problems.htm. There is a link for email.

The DOT does track complaints & posts the numbers.

James
San Jose

____________________________________________________________

EMIRATES BLAH

2009-08-17T06:54:00.000-04:00

---------- Forwarded message ----------
From: shabir rahman <shabirabd@gmail.com>
Date: Mon, Aug 17, 2009 at 2:31 PM
Subject: EMIRATES BLAH
To: jawad@alumni.washington.edu

Dear Jawad

Thanks for putting up the blog for us the passengers that have been poorly treated by the airline
I have been a frequent flier with Emirates and when they do a job hey DO do it well like every now and then they do excel and then on the next leg of the journey they really screw up sooo badly you wonder how could an International airline that boasts so many awards frustrate so many people so easily. Furthermore their response to the H1N1 virus is all but non existent for those that fly with them. The crew are more concerned with their own safety to bother with the passengers

Its an airline with very serious racial profile that are terribly biased to the Indian community because they ( the Indians )don't complain much but like Gandhi are tolerant

--
Shabir
Only you can make the difference
Try it

Fwd: Complaint against the Emirates Ground Staff in Dubai International Airport.

2009-07-22T02:11:00.001-04:00

---------- Forwarded message ----------
From: Honey Praveen <honey.praveen@mit-group.com>
Date: Sun, Jul 19, 2009 at 1:31 PM
Subject: Complaint against the Emirates Ground Staff in Dubai International Airport.
To: jawad@alumni.washington.edu
Cc: alex@mit-group.com

Hello Mr.Jawad,

I write this mail on behalf of Mr. Alexander John, Freequent Flyer No. –EK 113401002

My CEO –Mr. John have always been a very pleased customer of Emirates Airlines'. I write this to complain about the unhelpful and rude behavior of your Emirates Staff in the Dubai International Airport.

On his most recent visit to India on July 16, 2009 on EK-858 on Business Class, which he was on a transit journey from Kuwait to Kochi.Mr.John was treated rudely by an Emirates staff who was on duty at that time at the baggage counter.Mr.John, only had a hand baggage which was his only luggage. Instead of politely informing him about the change in baggage policy, she was quite rude with her words. Mr.John, I understand was eligible to carry Kg 12 with him as hand luggage as he was travelling on Business Class. So I don't understand why my CEO had to be disrespectfully dealt with to the extent of even asking him to reduce his luggage to 7kg, where the total weight of his baggage was 11 kg.

I think that someone like Emirates who pride themselves on being a top end airline should definitely ensure that they train their staff to deal courteously with the passengers.

I am quite confident that you will look into the matter and take remedial measures and revert with a positive reply at the earliest.

Thanks,

HONEY PRAVEEN

General Manager

Minnesota Intl.Gen.Trading&Cont.Co.L.L.C.

P.O.Box:2157

Hawalli-32022

Kuwait

(Phone: + 965 22641230

(Mobile: +965 67030212

Fax : +965 2264 1251

Mail: honey.praveen@mit-group.com

gm@mit-group.com

URL: www.mit-group.com

"God is our refuge and strength, a very present help in trouble".

Fwd: Emirates experience

2009-07-13T03:32:00.000-04:00

---------- Forwarded message ----------
From: NABILA KHAN <bili5000@yahoo.co.uk>
Date: Sun, Jul 12, 2009 at 12:06 AM
Subject: Emirates experience
To: jawad@alumni.washington.edu

My brother was travelling back to Pakistan via Dubai from Manchester Airport, my husband and I were with him seeing him off. Apparently the computers were down and they were checking in manually. When we got to the terminal, I nearly fainted as the queue for check in was over a mile long. Desparingly, we joined the ended of the queue, after 3.5 hours of queuing we finally got to the check in and the fellow Pakistani check in assistant for Emirates was as rude as anything. When I told him we had queued for 3.5 hours he was scarcastic and unsympathetic and just said it was one of those things. I had my toddler with me, it was a hot, sweltering day and half way through the queuing I had to ask the Emirates woman to give us at least some water. The staff at the Emirates looking after the queue/passengers were as rude as anything. We have paid for them and but they really aren't interested. This delay resulted in my brother in law losing his connecting flight, my husband and I had to pay an extortionate car park fee, my toddler was agitated and I was late in picking my other children from school and had to deal with an irate teacher on a Friday evening. This knock on effect was caused by Emirates not getting their act together and caused us endless misery. Surely they could have opened up extra counters, got the business class to do the economy once business class had been dealt with. In the mile long queue there were alot of elderly people, some in wheel chairs who were so uncomfortable and agitated but nothing was done to make them comfortable. No-one other airline (Monarch, Turkish were booking also) was experiencing their computer being down as the rest of the terminal was 'business as usual'. I myself worked at Manchester Airport for Servisair at check-in and have never come across a computer being down. Perhaps they didn't have a plane arrive on time. Whatever, all the hype about Emirates being the 'best' airline is overinflated and just rubbish. Bring on Virgin, will you fly to Pakistan. Also, try and avoid flying to Dubai as the tap water is contaminated and a major health hazard (search on internet on this).

Mrs N Khan

Fwd: Emirates

2009-06-10T07:04:00.001-04:00

---------- Forwarded message ----------
From: <Pam.Allott@adare.com>
Date: Wed, Jun 10, 2009 at 4:02 PM
Subject: Emirates
To: jawad@alumni.washington.edu

My partner and I travelled with Emirates to Dubai two weeks ago. On boarding the plane in Manchester, my seat had no seatbelt - the attendant was informed and nothing done about it - hence travelled without seatbelt - is not against the law?

On leaving Dubai we had pre-booked seats only to be informed the plane was full, and we would be luck to even board the aircraft. I informed them that I had to be back in the UK, and we were allocated seperate seats.

All in all a very bad experience with Emirates, and I would think twice before booking again with them

Regards

Pam Allott
Senior Account Executive

Problems with Emirates Airlines.

2009-06-09T04:20:00.001-04:00

---------- Forwarded message ----------
From: NICO FAMELIARIS <nicofameliaris@imaginet.co.za>
Date: Mon, Jun 8, 2009 at 11:31 PM
Subject: Re : Problems with Emirates Airlines.
To: jawad@alumni.washington.edu

My dear Friend.

I travelled last year from Johannesburg via Dubai to Greece and back via the same way boarding 6 planes and I saw that bad same service on the plane flight from Dubai to Greece the one flight attendant was very rude at one stage and at the Dubai International Airport it is chaos and some of the staff especially the arabs speak broken English and are very rude as I saw in the free restaurant

Where the waiters treated the Pakistani and Indian passengers very rudely you know you are jetlagged when you come off those planes and to them it is about money not customer service making more money more more money.Only the medical centre was friendly to me when the doctor was good to me.Before boarding for the plane for South Africa we were delayed

About 8 hours we were not put into a hotel to sleep for a couple of hours and were kept on delayed it is tiring when you travel such long distances and they treat you like cargo not like a human being suffering from Blood Pressure and Panic Disorder it is hard for me to travel such long distances but what can we do we are not rich but are treated like beggars because they are doing us a favour and remember that we are paying for the ticket they would be out of a job without us.

It is time they improved their service if you are delayed for 8 hours or more they must accommodate you to rest but who cares as long as the dollars euros come in we are just Cargo at Emirates Airlines not human beings.They say that if you pay more you get better service but the beggars have to go for economy class because we are poor and have saved that money for years.Good Luck my friend complain complain and its time they treat us with dignity.

Kind Regards

Nico.Fameliaris. (From South Africa.).

Emirates staff

2009-05-15T04:26:00.001-04:00

---------- Forwarded message ----------
From: <cartide@yahoo.com>
Date: 2009/5/14
Subject: Emirates
To: jawad@alumni.washington.edu

Dear all,
We'd the worst experience with Emirates staff. On 27 we flight to Cairo via Dubai by Emirates airlines. Our destination vacation was Egypt, Dubai, Milan, Rome, and Paris. We were trip on group (company's incentive trip). My husband lost his passport when we were transit at Dubai on the 1st day. At the end, our Indonesia Embassy issued a passport for my husband, then we can fly to Cairo. We buy visit visa at Cairo airport. After few days at Cairo, we back to Dubai, at Dubai we also can go inside the country coz our visa is group visa. We stay at Dubai for about 3 days. On 3 May2009, from Dubai we shd fly to Milan. The staff at boarding room's gate not allowed my husband fly, coz there's no Schengen Visa at his passport (ofcoz, coz his passport is new. Insert his passport, there's a Dubai police' letter about the lost passport, also a note from Indonesia' Embassy that the passport is a substitute of the lost passport. We also has a copy of the lost passport, copy of Schengen Visa). Then we have to wait at Emirates Airlines counter on that day, 3 May 2009. Emirates staff who's handle us is XXX. He said that he has had email Milan about our case. Our group has had left us& fly to Milan. We waited for the email's reply from Milan. I often asked many times, XXX always answer no reply from Milan. Our tour leader who's arrived Milan told me that my husband's Visa was no problem at all, can fly to Milan. Our tour leader asked me to told XXX that XXXX shd email to the address' given or fax to the number given, coz it was sunday & no one at the office Mohammad has had email to. But what XXX reaction?? He is very unpolite when saying that he has on procedure he shd do, and he didn't want email nor fax to the address given by our tour leader at Milan. Our tour leader called wanted talk to XXXX, he also didn't want to receive the phone. I called Indonesia Embassy that help us.XXXX also didn't want to talk to our Indonesia Consul !! What a rude. Until the head of police at Milan (named: Mr. XXXX) angry and scold why Emirates has had make difficult their tourists to come to Milan, what Emirates purpose is. That nite,another Emirates staff ( NOT XXXX anymore, I don't know why, maybe XXXX has lost face), told us that we can fly to Milan, but the next day coz thatnite no flight anymore. Coz of XXXX's stubborn and didn't coorporate at all, it's cost us a lot which we'd to stay a nite a airport hotel, pay reinstate cost for the ticket, and lost our 1 day tour at Milan. We had to catch up our group to Rome once we arrive Milan, which we hv to pay the ticket from our own. At Milan, the process very simple. The imigration at Milan, sent us to police station then the police station gave us SCHENGEN VISA. So easy and helpful. The Milan police so helpfull. the question is: WHY Emirates so strictly didnot allow us fly to Milan, which Milan's immigfration and Head of police at airport had allowed us to come? Is that any hidden purpose or politics behind this? WHY Emirates hire a staff like XXX? I thought Emirates has a wonderfull professional service as we've heards that Emirates want to be number 1 beat the Singapore Airlines. From our experience (compare to our friends experience fly with Singapore Airlines when they got problem)Singapore Airlines is still the best and the staff of Singapore airlines is more helpfull and makes us more convinience..
Hopefully, head of Emirates Airlines has his wisefulness towards this case. Our friends and colleges said that's the service of Emirates..

Regards,
Veronica
Indonesia
Sent from my BlackBerry®
powered by Sinyal Kuat INDOSAT

NAMES DELETED

Airlines

2009-03-24T06:39:00.001-04:00

---------- Forwarded message ----------
From: Mal Bowker <malbowker@three.com.au>
Date: Mon, Mar 23, 2009 at 4:21 PM
Subject: Airlines
To: jawad@alumni.washington.edu

Hello

I am a National Sales Manager with an International company and I fly international often. 17 flights in the past 6 months. I have no alliance and have flown recently with Scandanavian, Qantas, Thai and Emirates. I have never been treated badly and in fact have had some good times with air crew. Treat people well and they return the same. Treat them badly and get what you deserve. The people complaining about in-flight service are the same people who treat restaurant waiters and hotel staff badly and complain about their service too.

My two most recent flights were Qantas and Emirates and they were two of the best flights I have ever had. The meal on the Emirates flight was the best in-flight (economy) meal I have ever had on a plane and better than some I have had on the ground. I have never had a bag lost or damaged in 30 years of travel and never been overly delayed. With millions of people flying billions of air miles each year the complainers are a very small minority and should stay with Easy Jet where they belong.

Kind regards

Mal Bowker

Fwd: I too had a insulting experience

2009-01-06T05:38:00.001-05:00

---------- Forwarded message ----------
From: Subbaiah Meyyappan <Subbaiah_Meyyappan@symantec.com>
Date: Tue, Jan 6, 2009 at 3:34 PM
Subject: I too had a insulting experience
To: jawad@alumni.washington.edu

In emirates airlines I too faced a bad exp. , I travelled on 28-12-08 to Dubai . the flight crew was such bad , they were literally insulting and disappointing the passengers in economy class , I don't believe this , we are paying them , they can at least do it with a smile . Maars airlines is far better . these people are il treating Indians I guess . this is such a bad thing in their crown .

- Shankar

bad experience to India with Emirates

2008-01-16T06:41:00.001-05:00

---------- Forwarded message ----------
From: Hema Patel <hemi72@rogers.com>
Date: Jan 15, 2008 9:15 PM
Subject: bad experience to India with Emirates
To: jawad@alumni.washington.edu

To whom it may concern,

This past Nov 16 2007 my family and I chose to fly with Emirates to India flight EK 242 seats 30 d,e,f,g. We had heard very good things about this airline and so we decided to give it a try. My complaint is not regarding the flight itself. The on flight staff was very pleasant both to and from India. On our way to India we left from Toronto and arrived to Dubai without any difficulty, until we got off our flight to transfter in Dubai to our connecting flight to Ahmedabad. We then found out that our flight had been cancelled due to fog in Dubai. Please understand my complaint is not regarding the cancelled flight, I understand these circumstances arise my complaint is the hell we experienced thereafter. It was a nightmare to say the least no one at the airport in Dubai would inform us of anything everyone just shrugged their shoulders at us as if this was an everyday experience for them. We later spoke to others in the same situation as us and decided that we would all wait in a line where apparently we were to reschedule our flights out of Dubai. My husband and I stood in a line not longer that 7 metres for 6 hours with our 2 children who were tired, hungry and crying. After 6 hours we were told that our flight out of Dubai would be leaving after another 30 hours. My response was to please try for a sooner flight because of my children, the attendant just starred at me as if she was looking right through me she said no, this is all she could do. I asked about hotel accomadations since there was no way I could spend 30 hours in the airport with my 2 children, she responded with I can't do anything, and looked at the person behind me as if to say move out of the way now.

After spending over 6 hours in a line watching so many people, elderly people, people with young children, one woman was pregnant and also expected to wait in line,treated with such ill manner I became irate, there was absolutely no organization at all. I lost whatever patience I had and began yelling at the top of my lungs for someone to please help me get hotel accomadations so my children could rest.shower and eat before our transfer out. After 2 hours we finally got a hotel by which point I vowed I would never ever fly with Emirates ever again and I would never allow anyone else I knew to do so either.

The next day Nov 19 we arrived at the airport and began the rest of our journey flight EK 506 from Dubai to Mumbai seats 18 a,b,d,e. Instead of a direct flight to Ahmedbad we now had to go to Mumbai and then to Ahemadabad. When we arrived in Bombay our luggage was not there surprise surprise. We then filled out a claim form and were assured that we would receive our luggage at our residence in India within 24 hours, and we only had a short while before our connecting flight to Ahmedabad(flight 9w 232 Jet Airways seats 16 a,b,c,d) was to leave so there was not much we could do and by this point we just wanted to get our children home at our destination in India. The next day after I arrived in India I contacted your office in Mumbai to find out the status of my luggage their response I am sorry we don't know where your luggage is. After tons of emails back and forth over a four day period and upsetting phone calls I enquired at the Ahmedabad airport they informed me that my baggage had just arrived and that I had to pick it up myself the next morning. I then called your Mumbai location again to see what they would say regarding the status of my luggage, their response still was we don't know where you luggage is, even after I already knew my luggage had arrived in Ahmedabad. What the hell are your staff doing?

You may ask was I compensated for the 4 days without my luggage? Barely, I was given 23,000 rupees in compensation 2 days before my return flight back to Canada, I was in India for 5 weeks, just to give you an idea of how long it took to be partly compensated. The purpose of my trip to India to attend my brother,s wedding I had packed everything I would need for the wedding all of my family's clothes, shoes , accesories etc from Canada so that I would not have to make any extra expenses in India. Therefore, I had not only to buy everthing for the 4 days we didn't have our luggage but also every single thing I would need for the wedding on Nov 23 I spent close to 50,000 rupees as an added expense due to my luggage delay I had valid receipts for everything that I bought which I submitted in Ahmedabad airport and gave it to Hiral your representative there when I picked up my luggage and all I got was 23,000 rupees, again 2 days before I left India and even that my husband went back to Ahmedabad to pick up. I want the rest of my money!!!!!!!!!!!!!!!! as well as some compensation for the worst experience my children endured because of the lack of humanity I saw in your staff in Dubai and India. Out of my 5 weeks in India I probably spent more than half of my time, first trying to track my luggage and then the rest of it trying to get compensated. This experience has completely tainted my flying experience with Emirates and especially my kids. I will continue to persue this until my family and I are compensated.

My hand luggage was also damaged on my return flight EK 539 from Dubai to Toronto by an inflight attendant she had us fill out a claim form for that under my husband's name Amarish Patel seat18 d I have not been compensated for that either.

I hope that something positive will come from this extremely negative experience. If any further details are required contact me and please send me something so that I know my email has been acknowledged and something will be done about it

Hema Patel

emirates

2008-01-10T03:31:00.001-05:00

---------- Forwarded message ----------
From: Europanel - MDT <sales@mdt-sa.com>
Date: Jan 10, 2008 1:27 PM
Subject: emirates
To: jawad@alumni.washington.edu

Good Day,

I am writing to you from South Africa in the hope that you can help me.

I have lodged a customer complaint at Emirates Airlines about lost luggage on a trip to Shanghai late November 2007.

(I can send you the details if you would like).

Bottom line: we planned 3.5 days business in Shanghai and had no luggage for 3 days. Therefore we lost an enormous amount of time and money.

For over 40 days Emirates has simply not answered at all and the matter is still "under investigation"…

How can I get the airline to at least reply with a decent solution on the problems that they have caused?

I have to escalate the problem in order to get them to respond. In this respect I've e-mailed IATA and the Arab Airline Organization already.

Maybe you have obtained individual e-mail addresses of the Emirates management structure?

I simply cannot understand that an Airline with such a marketing budget and campaigns is nor reacting to a simple and for us costly problem. I cannot leave it at this and will take this matter further.

What is your proposal?

Respectfully Yours,

Enjoy your day,

Jan Lievens

Civil Engineer (B)

Happy New Year from Jawad

2007-12-31T14:37:00.000-05:00

Human beings do kill each other. Some times we kill others on personal
vendettas, sometime sacrifice innocent lives in the name of collateral
damage for some "noble" cause and some times death is delivered by the
state as a punishment. We believe killing is solution to many
complicated problems.
History has shown us that it is understanding, education and
persuasion with which people change and by this we could prevent these
problems to occur in the first place. "Prevention is better than cure"
is true in all walks of life.
Wishing you and your family a Happy New Year.

Jawad

--
Rana Jawad Asghar MD. MPH.

Coordinator South Asian Public Health Forum
jawad@alumni.washington.edu

http://www.DrJawad.com
Typhoid Net http://www.typhoid.net

MY EXPERIANCE WITH EMIRATES

2007-12-24T12:04:00.000-05:00

---------- Forwarded message ----------
From: mazher khan <altamash_m@rediffmail.com>
Date: 23 Dec 2007 21:15:01 -0000
Subject: MY EXPERIANCE WITH EMIRATES
To: jawad@alumni.washington.edu

Hi
i am Mazher Khan an eye specialist by profession , this ws my first
flight ever in my life till nw was exited and i booked my tickets in
emirates i flew from banglore to dubai where i was supposed to wait
for my flight to Qatar, finally i reached Qatar on 18th of Dec and my
baggage had not yet delevered , when asked the lost and found dept in
the airport asked me to fill a form and promossed me that i'll get my
baggage in one day , its been 6days by today n i hv not yet recieved
my baggage when ever i call the lost and found dept the only answer
get is "sir we have no information about ur baggage " i came to Qatar
for hilidays n got struck here, can u pls help me in this...

Emirates will never see my money ever again!

2007-12-20T23:33:00.001-05:00

---------- Forwarded message ----------
From: Sandler Family <sandler@aapt.net.au>
Date: Dec 20, 2007 7:42 PM
Subject: Emirates will never see my money ever again!
To: jawad@alumni.washington.edu

Last Year I made the mistake of booking a holiday to UK from Perth Western Australia, I was offered the option of flying Quatar Air but as I hadnt heard much of Quatar I opted to book with Emirates for a total cost of around $800.00 over the cost of three tickets (total cost of the return flights was around $7, 500.00) my wife, Daughter and I were travelling and opted for a two day stopover in Dubai on the way to England but came back Via Dubai and had a stopover there for aircraft change which involved a few hours wait.

We had crappy seats on every leg of the flight, always up the rear end of the plane and never once got a choice of meal as there were no choices left by the time the trolleys got to us.

Our seats for the two return legs of the trip were allocated at Gatwick airport, when I saw how bad the seats we had been allocated were I politely asked if there was anything that could be done to get us better seats as I am 6 ft Tall and 17 stone.

The person who allocated the tickets told me that he couldnt change them but to speak to the staff a Dubai and he "was sure that they would be able to help", well I spoke to one emirates staff member in Dubai who reffered me to another person who in turn did the same thing.

All three of them just lied to me and kept us in hope of getting better seats right up to the final boarding call for the last leg.

This leg was 11 hours, we were in the very back row of the aircraft in front of the toilets which absolutely stunk from the time we got on the aircraft, these seats have very limited back rest adjustment, as well as this the in flight entertainment had no audio for the whole flight.

In the position I hold in the company I work for I am a State Manager looking after 28 retail auto workshops, I look after all customer complaints and issues for all of these stores, and I can tell you from direct experience that Emirates have no clue how to address customer complaints.

After several emails to and from Emirates they finally offered me three vouchers (one for each ticket) to the value of US$30.00 to be used within 12 months at the duty free shop in Dubai airport, "WHAT THE!", I live in Australia for Christs sake!

I sent the vouchers back and suggested that if Emirates were serious about ever getting us to travel with them again that an offer of an upgrade on our next flight would be closer to the mark, "one good flight in exchange for a really bad one".

I got no further response to this complaint so now I just tell everyone I know who is travelling by air, of our experiences with emirates.

As well as the above complaint there seems to be a common thread with lots of Emirates travellers whose letters I have read, that if you ask for anything, drinks ect, they will smile, say yes then not come back!

If my experiences are anything to go by Emirates are either way out of touch with their customers or just simply dont care!

kind regards and happy travelling,

Tony Sandler

Bad experience

2007-12-20T23:29:00.001-05:00

---------- Forwarded message ----------
From: yousuf <horn@hornofafrica.net>
Date: Dec 21, 2007 2:06 AM
Subject: Bad experience
To: jawad@alumni.washington.edu

Last year January 207 I traveled with Emirates air from Portland PDX to Addis Ababa Ethiopia my final detonation was Dire Dada. when I got to Addis my baggage are not there because of emirates air mistakes I have to stay over for a night in Addis at my own expenses I was so frustrated for I did not get on time to my intended destination, time is very important I could not finish my job on time I was behind in all my projects. I said one time ok and for give them.

Again December 207 I decided to travel with Emirates through the same route, this time I have two kids with me who wanted to see the family and we have to be there on time and come back on time for the children's' school. All together we had 6 baggages, when got to Addis which again this is not our final destination and our baggage's are not there. This time they pay for our hotel for one night and told us that the baggage will be here next day, the next day we went to emirates baggage claims office it was not and we have tickets to go to the next city which was Dire Dada. This time it was disaster all clothes we took with us are in the baggage we did not even have extra close to change, my children are so frustrated. Since we are US citizen they charge us in dollar or foreign currency we have already spent over six hundred dollars in two days, and we are still in Motel in Addis and we don't know when our baggage will be here also we have tickets for next city which we planned to travel directly the same day did not happen. My husband has been calling to check out what went wrong and we don't know how much the telephone bill will be. Therefore, I have share my night mare experience with travelers when got back from ruined trip. I am still in a Motel praying to God to take me out of this chaos. Bad Bad Bad !

Khadija Yousuf

Emirates Complaint

2007-12-13T08:04:00.001-05:00

---------- Forwarded message ----------
From: Steven Davey <steven.davey@slingshot.co.nz>
Date: Dec 13, 2007 5:06 PM
Subject: Emirates Complaint
To: jawad@alumni.washington.edu

Emirates denies and responsibility, they ruined our holiday and denied and liability. I wonder if they paid the fine in BKK.

I am writing regarding my family's recent experience attempting to go on holiday. Our family holiday that we had been planning for over 5 months was completely ruined by the negligence of Emirates and incorrect advice given to me by the travel agent.

A few weeks after booking and paying for our holiday tickets and some accommodation (approximately mid April) we went to the travel agent that we used and asked about visas required for our trip, we advised that we were planning to travel overland from Thailand to Malaysia and then to Singapore and then again returning to Bangkok. We were advised that no visas were required for my wife as she was on a Fiji passport, we specifically asked about my Wife's passport. As we did visit the agency some weeks later and we also asked (about the visas required), we took it for granted that their advise was correct. I also phoned Emirates and asked their advise regarding a Visa to Thailand, and was told it was not necessary on a Fiji passport for a visa for Thailand. I also phoned EMIRATES before our departure and faxed through our passport copies, we were told this was normal procedure, EMIRATES had knowledge that my wife was traveling on a Fiji passport for many months. I asked EMIRATES if my wife needed a visa, and I was told no visa required.

We had booked accommodation, paid for some of it. We had paid for transfers, airline tickets, train tickets, changed currency and purchased travel insurance.

On our departure I checked in online and a question regarding Advanced Passenger Screening came up, I entered the passport details and thought that everything was fine. I know what APS is, it is when the carries must check that the person entering the country must have the correct documentation. So when we checked in at Emirates Auckland Airport and nothing was mentioned by check in staff, I actually thought everything was fine. If we had been denied boarding I would have understood.

We had a very good flight over, and we must say that the service on the flight from AKL – SYD was exceptional. The food was excellent, the range of drinks offered good. I did not find the cabin cramped or seats any narrower than Air NZ (whom we travel frequently on). The ICE system was excellent and the crew were all friendly and helpful.

Things went wrong when we arrived in Bangkok, the immigration girl said we 'need visa for Fiji passport' and 'no come Thailand', I said that the travel agent said we did not need visa. We were taken to the immigration section and I explained that we were here for a holiday and showed them out tickets to Malaysia and Singapore. We asked if we could apply for a visa now we were here. We were given no answer. We were taken to the immigration supervisor (I think) and processed with a Chinese passport holder. We explained our planned trip and showed the tickets (again) and asked if we could apply for a visa. We were told to wait for Emirates staff. I THOUGHT THAT AS WE WERE CUSTOMERS OF EMIRATES THAT THE STAFF WOULD BE OF ASSISTANCE TO US, but NO. As the staff entered the office they greeted the immigration supervisor and completely ignored us. They told us that my wife was to be returned and I informed them as we had a baby with us we would not be separated. As a customer of Emirates we THOUGHT that they would be there to assist us, they were no help at all, they would not interpret to the immigration person when I asked, when I requested that the supervisor see me, he refused. Only when I asked 'who shall I sue?' did the supervisor speak to me over the phone, distancing EMIRATES from my problem, saying it was the problem only of the Auckland EMIRATES staff and that he could do nothing for me. Onboard the aircraft the announcements referred to Emirates Award Winning Service, there was no service for us on the ground at Bangkok. The Chinese national was seen by the Air China representative and given entry into Thailand, we were not given entry. The EMIRATES staff in Bangkok were of no assistance to us at all, saying it was all Auckland's problem and not their problem. I explained to them that it is the same company and it is their problem. I am disgusted with the ground service in Bangkok on EMIRATES, all ground staff were completely useless and unhelpful, with the exception of 2 members. The first one being a young boy who was on the international transfer desk that day, he was as helpful and apologized about our bag loss, he was genuinely helpful. The other girl who was mildly helpful was the girl who apologized for losing our pram, but not for the predicament that the airline put us in.

My wife was detained, we were not offered to be put up in the Airport hotel, this was only offered after I confirmed it with a staff member in Auckland, and by that time we had spent over 9 hours in the Airport. We had an immigration and security personal with us constantly. We were treated like common criminals, when in-fact we were genuine tourists that wanted to contribute to the local economy.

Our bags were searched at the cabin bag screening point – when I had asked EMIRATES staff to check them in for me, I was accused of being a THIEF as we were given 2 packs of baby amenity kits and we had put them in our suitcase and our suitcase was bought to the hand luggage screening point, then I lost my 'rag' as the screening people called the EMIRATES staff to check my suitcase, I then explained – with voice raised, that EMIRATES had checked my wife in without checking her documentation and we had been in detention, and now on top of everything we were being accused of being thief's, because we took what the airline had given us. Even when the airline staff came over to the screening point the screener tried to accuse us of stealing airline 'property' it was only when our guard stepped in and explained our side of the story to EMIRATES staff that they waived us through.

We were waiting for our bags to go onto the aircraft at the gate, the EMIRATES staff did not do anything until I insisted that the bags be stowed in the hold, then I had to check the tag receipt numbers were correct. Due to the fact we had not had any sleep in about 42 hours, I did not check the tag destination, only that the numbers matched. If I had not done that we may have never seen those bags again. On arrival in Auckland our bags were missing. Also lost from AKL – BKK was our baby pram. My Wife and I had to carry our child everywhere in Bangkok Airport.

We were frog-marched through the Airport in front of our peers, with deportation papers stapled to the outside of a large A4 envelope for everyone to see. We were absolutely HUMILIATED in front of everyone. In Sydney we were assisted and guarded every step of the way by staff – like a criminal. Why did this happen? Because we were given wrong advise regarding visas by the travel agent and EMIRATES. EMIRATES should have denied us boarding at Auckland, but due to their negligence we have lost out on our holiday.

We were not offered an upgrade on the return flight, even though we asked. We were offered 4 seats across the middle all the way to Auckland – BUT GUESS WHAT?? When we got back on the Aircraft at Sydney, there was someone sitting in one of the seats in that row. DISGRACEFUL! We were even paged when we got back to Auckland. The cabin crew did not have the discretion to look up the passenger list to find us, they just called out our names. DISGRACEFUL.

We have NEVER EVER been so ABSOLUTELY HUMILIATED in our lives. Even when my wife and I were accused of have a marriage of convenience by the New Zealand Immigration Service 11 years ago, they did it with some form of dignity and we were never treated this badly.

We are truly disappointed, distressed and humiliated regarding the way we were treated by EMIRATES staff with the exception of 1 person in Auckland. Our long haul trip and last planned long haul holiday for some years has been COMPLETELY RUINED by the negligence of EMIRATES check in staff and advise given us.

What we expected from EMIRATES is full compensation for what we had lost. If we were denied boarding in Auckland I would have changed the flight dates by a few days (costing $100NZD per change per ticket) and we would have applied to the Thailand Embassy in Wellington for a Visa. The $100 per ticket is what I am prepared to concede.
EMIRATES have accepted that they were wrong to let my wife board the aircraft to fly to Bangkok. This they have accepted as they have had to pay a 20,000 baht fine. EMIRATES and their check-in staff are liable for costs incurred by us.

Our complaint to EMIRATES took 7 weeks to process and they offered us nothing. They are disgraceful. If I treated my guests as these people treat their customers I would be out of business with in 6 months.

Our experience flying with Emirates

2007-12-03T02:29:00.001-05:00

---------- Forwarded message ----------
From: Iyer, Suresh <suresh.iyer@softbrands.com>
Date: Dec 3, 2007 11:43 AM
Subject: Our experience flying with Emirates
To: jawad@alumni.washington.edu

I reproduce herewith the mail written to Emirates.

Hi,

Initially I was thinking of visiting Dubai on my way back to home, but I no more have the eagerness to visit Dubai.

We had a terrible experience travelling by Emirates. I completely understand that flights can be cancelled for various reasons, but the situation needs not be handled in a hostile way. The ground staff is grossly incompetent to handle the situation, both at Mumbai and at Dubai.

1. Flight No.EK 0503 L 17NOV 1900 from Mumbai got cancelled due to fog. After a very long delay and unlimited confusion, we were was put up in a Hotel in Mumbai.

2. Next day morning we were in the Airport by 7 AM and stood in a queue till 10:45 AM and the flight left for Dubai at 11:15 AM. This too was possible only after Air India staff were pressed into service.

3. We had a connecting flight EK 0701 L on 18NOV 0235, this we missed, so our connection turned out to be for 19th Morning 0235. There was a huge crowd but only a few counters to handle all cancelled flights and their food and accomodation. We stood in the queue for 3 hrs and only 2 people in our queue were cleared. We asked many officials in the airport for help but each was very curt. We just gave up and sat in the airport for the next 14 hrs! It was just horrible.

4. We had requested for "Asian Vegetarian meals" for the previous day's flight, but as we had missed the flight, this flight had no food for us except a few fruits.

5. The last straw was when we reached Mauritius to find that our baggage was missing! We received the baggage only after 3 days. You can imagine the pain we underwent, we were in a business trip, without our luggage which had our books, presentation materials etc.

To sum it all up, it was a horrible experience for us flying Emirates. We are forced to take the same airlines back home because we want a direct flight to Bangalore. We are just hoping that atleast this journey is hassel free.

Our plans of applying for a visa and visiting Dubai are ruled out with the attitude of the officials we had to put up with. I am sure you will take it seriously and correct the lapses, so that people do not suffer the way we did. Also please instruct your staff to be little polite and should extend help instead of having a rude attitude. Please remember, we too pay for our tickets and are not travelling on complimentary passes.

Best regards,

Thanks and regards,

G.R.Suresh

Senior Business Analyst
Business Solutions
*****************************************

SoftBrands India Pvt. Ltd.

My nightmare with Emirates!

2007-11-27T05:57:00.001-05:00

---------- Forwarded message ----------
From: Motlatsi Shale <m.shale@lec.co.ls>
Date: Nov 27, 2007 3:51 PM
Subject: My nightmare with Emirates!
To: jawad@alumni.washington.edu

I will never in my life fly Emirates. My very first experience with it was a living hell. I live in Lesotho, Southern Africa , and I boarded this plane EK 766 in October heading for London where many of my English friends anxiously waited for me to land. I boarded a plane from Johannesburg, and there I was in Dubai. I approached gate number 50 in order to connect to London , and this was my first trip to London.

This XXXXX guy looks at me with suspicion, takes my passport and tells me to step aside and he would call me. I waited, and time was running out. I went to him and asked as to what was wrong because it was late, he told me that the plane would not leave me. I felt so humiliated and belittled. He eventually told me that I was going to work illegally in UK so he would not allow me to pass. I tried convincing him that I have a very good paying job and have no reason to seek work in UK. I tried convincing him that I was just visiting for two week and coming back, but he would not listen. I showed him my return ticket, ohh, he would not listen.

He eventually told me that I did not have a visa to enter UK . Now this was terrible! I told them that UK immigration laws do not require me to have a visa, but they said I talked too much and from then, they avoided me. I stayed there like a Hobo sleeping on a bench, I don't even want to think about that experience. Actually they were just looking for any reason to deport me. They told me that they would deport me and would refund my ticket. I insisted that they should let me pass, and if there is a problem the immigration officials in UK would turn me back, but I only spoke to myself.

Let me tell you that I was deported back to Johannesburg , and surprisingly they are now telling me that I will not get my money back at all. What can I do to get my money back? If the UK immigration rules required me to have a visa, and I did not have it, I would understand if they did not refund me. But they deported me on the basis of their misconceived and apparently very wrong opinions. Please what can I do?

Shale

A very Bad Day in and out of the Aircraft

2007-11-22T03:00:00.001-05:00

---------- Forwarded message ----------
From: Zahid Khan (Khan Trucking) <zahidkhan@iway.na>
Date: Nov 21, 2007 11:14 PM
Subject: A very Bad Day in and out of the Aircraft
To: jawad@alumni.washington.edu

Dear Sir,

My Father is 69 years of age,I lives in Namibia" Windhoek",I brought my father with me from Karachi Pakistan,for a visit,He left Namibia on 16/11/2007 with emirates from JNB to DXB, ETA DXB was 05h00

he only arrives next day 17h00 local time,and then next day I-e 18/11/2007 he arrived in KHI.

When I got hold of him at the air port in DXB,He told me that Crew of flight EK refused to fly any longer to Dubai,they park the plane no where before the airport, according to the crew on board "there time was over and the other crew will come and take over the plane then only all the passenger can see the terminal.

On arrival at the airport building,according to my father,It was a chaos,We arrange for him a wheel chair etc etc,The poor old man had to stood for more than 8 hours on his feet with out any assistance,being a senior citizen,In my opinion if some one have to stay more than 12 hours in the terminal building he has got the right for free accommodation, His received his luggage only today,

We are flying frequently with emirates science 1989 when the terminal building was not more than micky mouse.But now we will reconsider, and advice our friends and family not to fly emirates,Although it will not effect the sales and service of the said airline,The worst thing is attitude of the XXX peoples,not very professional.AND ALL THE MARKS IN THE LIFE AND THE BUSINESS BASED ON ATTITUDE!!!.

Regards,

Zahid Khan

Khan Trucking

email: zahidkhan@iway.na

Horror Trip with Emirates from Bangkok to Hamburg 16/17/18 of Nov, 2007

2007-11-20T05:51:00.001-05:00

---------- Forwarded message ----------
From: Tom <Tom.Griese@web.de>
Date: Nov 20, 2007 3:15 PM
Subject: Horror Trip with Emirates from Bangkok to Hamburg 16/17/18 of Nov, 2007
To: jawad@alumni.washington.edu

Horror Trip with Emirates from Bangkok to Hamburg 16/17/18 of Nov, 2007

Nice blog to read because I never thought that such an unbelievable experience could ever happen to me anyway….but when I go through these different mails I understand better the Way Emirates acts…..in short words: Make as much money as possible and do not care about any customers requirements…we were really not alone during last weekend at Dubai. punished by absolute incompetent, arrogant and rough treatment of Emirates Ground staff and also by Dubai Information Center.

Also interesting to read the "well well well" mail from a member of Emirates board staff

Does it clearly show how the attitude of the employees of Emirates to their "customers"(passengers pay your income !!!!!!) is and how they think , behave and care…..further I noticed unacceptable English knowledge and low education.. verified by my experiences with Emirates Staff Members during my unintended stay at Dubai during last weekend

Here is the Story:

We were booked on

EK385 Economy 17^th of Nov, 2007 BKK TO DBX

Dept 01.30 Arr.05.00

EK205 Economy 17^thof Nov, 2007 DBX TO HAM

Dept 08.55 Arr 12.55

Departure Bangkok right in time, we were informed by the Captain in the early morning hours that Dubai Airport cannot be reached due to Fog (??) or stormy weather, that we would have to land at Muskat and wait for better conditions.

We had been already 5 hours on the plane and did not even get a Breakfast.

After landing the aircraft stood 6 hours at Muskat. We couldn't leave the plane, the information flow way quite thin and we did not even get any beverage. Finally some passengers went to the kitchen to ask for water, which they got and distributed by themselves. In the meantime the Captain said that it would be difficult to arrange catering service for such a large numbers of passengers shortly. In the Bord Menu Card Breakfast was mentioned but latest during the Airport hours at Muskat it became quite clear that there was no breakfast on board….means considered as a night flight by Emirates they do not even plan beverage and breakfast to the passengers. Looking out of the window meanwhile we could see 8 Emirates Aircrafts standing at Muskat waiting for further instructions.

After these 6 hours we took off again and landed at Dubai 1 hour later. No need to say that the connecting flight probably also did not start , but we couldn't find on the information display panel EK 205 . No gate, no time…nothing.

Checking with the Dubai Information Center we learned that Dept will be 1700 and we should check the panel constantly…Boarding cards are still valid. So we had to wait and starred at the expected changes.

When it became 1600 we asked again and where informed again 1700 Departure. Still no gate, no time on the panel.

When it became 1630 we become quite nervous due to running out of time and asked the Information Center again. Still he said 1700 ( no gate no time on the panel)

After 1700 still the same answer….we decided to check with Emirates Office.

The funny thing is that there is no Emirate Office except the business and first class lounge.

So we went into the lounge and had to meet a lot of embarrassed and upset passengers asking for information. One older Gentleman shouted at an Emirates employee that he told him 11 times the same lie and he wants to speak to a competent manager……Answer: The manager is not on service.

Several also economy passengers complaint heavely to the staff getting no answers. After strong and unfortunately loud protest (normally not my style but here it's a must) we are told by an unfriendly Emirates Lady that the flight is probably delayed and we should check the display panel !!!! ????

Frustrated we returned to panel and saw to our surprise suddenly JFK New York which was the following destination of EK 205 after Hamburg boarding 20.30. So we moved to the Gate and waited with a lot of unsatisfied passengers listening to their experiences of the day.

You will not believe what happened then…..

Time 1930…. 2000…. 2015….boarding 20.30 blinked…..a man sitting a the counter and wait the same way we did (crowded area in front of the gate) and suddenly the blink stopped and he disappeared with out any words. It was a tumult situation of a lot of people shouting after him….and a big crowd moved to the lounge again. The scenes there are nearly indescribable….an American Lady shouted all over the people that the does not want to sleep another night on the ground of the airport and asked for immediate clarification when her flight will go……she got a lot of applause, women crying, enraged people shouting to the staff……business dates could not be fulfilled…etc etc

After a while we got trough to the same Emirates unfriendly Lady who now informed us that

we will have to change our boarding cards to tomorrow, but we are "only economy"

and so have to check at the economy counter. Until then we did'nt even know that there was an economy counter and she sent us to Gate 7 for clarification. We reached there round about 2100 but no one was there so we returned to the lounge , waited and asked again. Now we were sent to Gate 18…..and this is such a horrible place nobody can imagine.

Understandable that this room is n o t located at the so "beautiful" Dubai Airport with all the luxury shops and offers but in the first floor over Gate 18 in a very bad condition with " emirates economy counters". Hundred of People where standing in front of the counters squeezed like a audience in a rock concert. Childeren, old people, handicapped and what ever, nobody takes care. The Emirates employees behind the counters work so slowly, unfriendly and arrogant that the impression of harassment cannot be debarred ( because this is "only" economy ).Old people fall down because they cannot stand such a long time, push to the front was apparently essential, consideration not to be seen.

Short example (there are a lot more) a French group presented 15 Passports asking for new boarding cards….the Emirate female employee changed 14 board cards and went to break for about an hour. The people had to stand in this rows hours and hours, some times it takes more then half an hour to change one single board card only.

What can I say, I stood there from 1000pm to 0600am next morning, means 8 hours and finally my girlfriend came off and needed another hour until we received bloody simple boarding cards after total 9 hours of waiting. Think a lot of passenger could't make it just because they were too late for boarding.

Ultimately we got out aircraft Sunday morning and reached Hamburg Sunday the 18^th of November, 2007 after more the 60 Hours without sleep and minimum beverage and food.

Trying to complain here in Hamburg at Emirates is not possible, because the phone Number, the Fax Number and the e-mail address is wrong and even checking with the local Airport Press effected no different results.

For me and my girlfriend it is quite simple to tell our final decision after this weekend of pain:

FLY EMIRATES ???

NO, NEVER AGAIN

Thanks

2007-11-19T03:27:00.001-05:00

---------- Forwarded message ----------
From: George Yu <h2c00yu@yahoo.com>
Date: Nov 18, 2007 1:39 AM
Subject: Thanks
To: jawad@alumni.washington.edu

After reading so many bad stories about Emirates Airlines, my wife's experience seems not to be as bad as we first thought. I will write our story later. But first I want to thank you for hosting this blog. Do Emirates managers see these comments? If not, a link should be sent to them. This is an airline with such bad reputation and deserves to be punished by the general public.

George Yu

Saudi Arabia

emirates airlines

2007-11-12T06:38:00.000-05:00

---------- Forwarded message ----------
From: glen <glen_boi@hotmail.com>
Date: Aug 8, 2007 7:46 PM
Subject:
To: jawad@alumni.washington.edu

well well well,
another boring web site, good to see,
and let me guess the maker is from india or pakistan,
i find it quiet funny that even the crew that are hired from these 2
countries that work for the airline industry cant stand doing the
flights to there own countries because it is never enough
the more the airline gives to the passagers the more they want and say
that it still never enough, bad emirates, right i guess that is why
they are the best airline in the middle east how many years in a row
now, with qatar and air india has never won it, it really is easy you
dont like the service fly someone else but see how long it takes
before you come back, and if you dont get your meal chioce then order
it, the airline is not a mind reader, and i love the way it is always
the cabin crews fault when it's not, they dont do the seating, they
dont load the food, they dont put your bags in the plane, the ground
staff of the airports you go to deal with that, so if something does
go wrong, maybe you should think about complaining to the ground staff
not the crew, i also find it funny that the more you do complain and
cause problems on the plane, the more the crew do things to your
drinks, food, seats, have you every complained and then more things
start to happen like your tv stops working or you feel ill thats the
crew saying to you they have had enough of your bitching, i end by
saying if your expecting the best fly in a high class then economy or
if you think you are that you are that good fly in a private jet but i
guess you are not donald trump so deal with it or fly someone else
kind regards
all cabin crew that are sick of the complaining passangers

Fwd:

2007-10-19T03:05:00.001-04:00

---------- Forwarded message ----------
From: jack hope <jackhope007@gmail.com>
Date: Oct 19, 2007 11:46 AM
Subject:
To: jawad@alumni.washington.edu

well were do i start, my wife went to europe with emirates, i thod

there the best in this, my wife luggage got lost on the way back from
her trip, its been two month still haven't got any phone call or email
to my all ruqest, and staff on the phone always try to brush you of
for some reson,, i seriously gave up calling them, my next choise is
not going to be with emirates from now on,, worst airline with there
follow up, and they charge you mega bucks for there service {rubbish}

--
JACK HOPE

Emirates Customer Services or lack of.

2007-10-12T02:54:00.001-04:00

---------- Forwarded message ----------
From: Ains <gaddingfragment@yahoo.ie>
Date: Oct 12, 2007 2:39 AM
Subject: Emirates Customer Services or lack of.
To: jawad@alumni.washington.edu

I am writing with regards to the appalling service or indeed lack of that I experienced during the aftermath of my flight with Emirates from Johannesburg to London Heathrow via Dubai on August 26/27 ^th 2007.

My friends and I arrived safely in London after a comfortable flight but unfortunately my luggage did not. After chaos at the Emirates baggage desk at Heathrow a member of your staff showed me a printout indicating that bag my bag was still in Dubai. I was scheduled on an Aer Lingus flight to Dublin the following morning and the lady informed me that they were expecting a further two Emirates flights to arrive from Dubai before I departed to Dublin the following morning and that the probability was that my bag would be on the same flight as me to Dublin. I received a wallet containing a letter with a number to call if my bag wasn't on the carousal in Dublin. I called that number several times over the following hours and days.

I'm very surprised that an airline that has received over 300 international awards of excellence, a professional global company, doesn't have a personalised greeting. I'm not sure how many times I was welcomed by "the BT message minder or 02088973063 " and more times than not being told that the mailbox box was full and was unable to take any more messages. This really didn't install any confidence of every having my bag returned.

Out of all those international calls I reached a human voice only once, a fairly unhelpful voice it has to be said. I politely expressed my concern at being unable to talk to anyone about my problem but I was simply told that there was no point in getting frustrated or calling again because I would be contacted when my bag had been found. I was not given any indication of time or what to do in the event that I would not be contacted.

I continued to call several times each day hoping to meet a more helpful person but alas I was only ever greeted by BT. I left a couple of messages over that week leaving my name and contact number asking for someone to return my call. I also called every other UK Emirates number I could find hoping that someone would be able to talk to me but I was always directed back to the same number. I also tried Emirates in Dubai but not surprisingly they don't answer their phones either. I couldn't believe how arduous it was to get somebody to speak to me.

On day four I checked the Worldtracer website and saw that the status on my bag had changed from unknown to "arrived at airport". Which airport? Which country? From the information on the wallet I had received at Heathrow it read that I could use the link on the page to contact your airline. There wasn't any link on the page. Does Emirates have a customer service department? I only then noticed that the telephone number entered on my file was incorrect. Because of this little error made by the hasty Emirates staff member at the baggage desk in Heathrow I had nearly given up hope.

I decided to call Aer lingus in Dublin confirmed that my bag had arrived in Dublin but told me that the only party authorized to make changes on my file was the airline that logged the file and that I should get in contact with Emirates, easier said than done! To be honest as much and all of an inconvenience it was to have to make the trip to the airport it was well worth it for the hassle to be over and to put an end to the international calling charges. Aer Lingus also told me that my luggage came to Dublin with BMI. It's really quite pathetic when another airline with absolutely no involvement with this delayed bag saga was able to help me with the retrieval of my bag and you couldn't even pick up your phone.

I collected my bags seven days after arriving to London. Now I do realise that a week is not a huge amount of time. My problem lies elsewhere. Firstly I expected somebody to able to tell me what the delay was in getting my bag from Dubai to London. From the printout in London I saw that my bag along with others hadn't made the flight, fair enough but Emirates fly several times a day to London. If the bag wasn't lost then why did it take so long to put it on a flight to London?

The second and probably more frustrating issue to understand is the complete lack of customer service. Was it a bad week? Were they understaffed? Why bother giving out that number if nobody is going to grace you with answering the call? I believe there is another number and address for contacting if your bag is over five days late. Are you just expected to wait until the five days is up in order to get somebody to speak to you? And to top it all off I have to resort to a blog because I was unable to find an official email address to lodge a complaint!

Emirates your customer service is a disgrace.

Reference Number : LHR 18958

Johannesburg-Dubai : EK 766

Dubai-London : EK 003

Fwd: complain regarding boarding flight incharge

2007-10-11T06:08:00.001-04:00

---------- Forwarded message ----------
From: yousuf <idiol_person@hotmail.com>
Date: Aug 29, 2007 6:29 PM
Subject: complain regarding boarding flight incharge
To: jawad@alumni.washington.edu
Cc: idiol_person@hotmail.com

To genral manager

emirates airline international

karachi pakistan

My 3 children and I Mrs. rozat juzar had a flight from karachi to dubai to nairobi return( REFRENCE NUM IS :BY4KJW) on flight num 605 on dated 25th july 2007 time 05:45 AM.On that day we reached airport at around 03:30 AM,because we had to come from hyderabad,

Iam mentiononing all this because your boarding flight incharge MR.BASIT & MR.WASIM showed that we have not reached airport on the time and we have missed our flight,they did all this drama because they wanted there passengers from whom they had taken bribe were on chance and then they wer confirmed.

The oda member on tha counter MR.ASIF misbehaved with us alot.After that they told us that now u wil board on next flight that is on 12:15 PM which they said is confirmed,therefor I n ma 3 children waited for 9 hours at the airport and when the counter was reopen,we went to check our confirmation at ur office and there we found that our names were not confirm for the next flight but they were on chance.

Due to your boarding flight incharge who missguided us,I and ma 3 children a lots of problemx...

Therefore i want EMIRATES AIRLINE to give me the compensation and to take leagle action against there three boarding flight incharge.

but there is no response .......I WANT COMPENSATION......

and i had given to this complain at ur karachi EMIRATES OFFICE ....on 26/08/2007 ....

so please don't ignore this complain because your members did totaly unfar wth us........n ma 3 childrens...

ma EMAIL add is IDIOL_PERSON@HOTMAIL.COM

ma cell fone num is ........+254 72 9460002...........or +254 72 8939787

now we are in MALINDI ,KENYA....

ADDRESS IS ........ANJUMAN E BADRI MOSQUE........

Mrs.ROZAT SHAIKH JUZAR (BOHRA)

Fwd: Emirates Experience

2007-10-09T06:38:00.001-04:00

---------- Forwarded message ----------
From: jfocas <jfocas@bigpond.net.au>
Date: Oct 9, 2007 1:16 PM
Subject:
To: jawad@alumni.washington.edu

We call it the Emirates Experience, we have traveled to Greece many
times with several airlines, such as Singapore Airlines, Qantas when
they actually did not go via rome, Alitalia, Olympic and of now
Emirates (NEVER AGAIN, they can keep DUBAI)

We have never ever received such crap service from an airline, even
from Olympic (the greeks would understand this) not only did they
stuff us around on the flight by been rude, and also having to put up
with tight isles, but our luggage, brand new GUESS bags have been
totally destroyed, and now we are been told by them that is not there
fault, when I only bought the luggage the week we went on this flight.

I just don't have the time to explain the amount of problems they
caused us, on the way to Greece and back to Australia.

ALL I CAN SAY IS DO NOT FLY THEM, ESPECIALLY IF YOU HAVE GONE WITH
DECENT AIRLINES SUCH AS SIGNAPORE AIRLINES, WHOS SERVICE IS ALWAYS
FANTASTIC, AND LUGGAGE IS NOT DRAGGED FROM DUBAI, BUT PACKED
CAREFULLY. I WAS GOING TO POST PICS OF THE LUGGAGE BUT IT ONLY ANGERS
US WHEN WE SEE THE PICS.

False promise and rude behaviuor

2007-09-20T03:14:00.001-04:00

---------- Forwarded message ----------
From: RAJ K <grkonaje@gmail.com>
Date: Sep 19, 2007 8:36 PM
Subject: False promise and rude behaviuor
To: "jawad@alumni.washington.edu" <jawad@alumni.washington.edu>

Dear Jawed,

Hope you will upload the complaint in your website about EMIRATES:

It goes like this:

False promise and rude behaviuor

I was scheduled to travel by Emirates airline from Mumbai to Dubai on 18th of Sept 2007. I had some important work and wanted to reschedule my travel on 14th of Sept. So I Spoke to Emirates Call center and as per their advice went to Nariman point, Mumbai office ( Emirates Office in Mumbai). By charging Rs. 2230/- extra, they rescheduled my ticket & travel date. I had checked with them if they have transport facility to AL AIn as the my ticket was booked through my company from AL AIN. They told me that it will be provided and at Mumbai office they also confirmed that they have booked the request and transport will be organized from Dubai airport arrival desk to Al Ain.
As I reached Dubai emirates counter in arrival section , I told them the same. They checked with me whether I have travelled in Business class for which I replied that I have travelled in economy class and the Mumbai emirates office executives have confirmed the transport arrangements and also they asked me to contact at Dubai . As soon as I mentioned the same the reaction of those customer service desk executives was very nasty and they did not even have patience to listen to me . They refused any request from my side. The promise at one office and the reply in other office and the attitude are all utter shocking and as a matter of fact I had declined my office transport from Dubai to ALAIN only believing the Promise at Mumbai office. In fact all other air lines like Gulf air and other economy air ways have transportation from booking destination to Airport and visa versa, which made me believe that even EMIRATES would have started the same.
Ultimately I had to pay AED 250/- and travel to my destination. Its not the question of only the money , the kind of attitude the insult, humiliation which I had to go through was horrible.
My Ticket Number: ETKT 1764919105955-2
Name: Konaje/GovindrajMR - Mumbai.
Flight Number: EK 501
Class : Y
Date of Travel: 14th Sept
Time: 0430
Document Number: 0136

Govindraj K

grkonaje@gmail.com
050-6636231

DXBRMEKO3AUG/0243

2007-09-13T07:01:00.001-04:00

---------- Forwarded message ----------
From: jeff kadiri <jeff_kadiri@yahoo.com>
Date: Sep 12, 2007 8:22 PM
Subject: Fwd: Re: DXBRMEKO3AUG/0243
To: jawad@alumni.washington.edu

"Subject: Emirate airlines and the arrogance

I' Don't consider myself a frequent flier by any means; I take perhaps
four or five flights a year, some for work and some for pleasure. This
time, due to pricing and routing available from Jeddah, I winded up on
Emirates Airlines for my flight to Bangkok. To avoid any last minute
problems, I made my booking ahead of time i.e. two weeks before my
departure day, Aug 3rd, from Jeddah to Bangkok via Dubai. Due to
health reason, aftermath of broken leg, my confirmed booking was for a
front seat throughout the flight.

On Aug 3, my flight date, the reception and customer handling service
at Emirates counters at Jeddah Airport was fare. I saw friendly and
smiling faces. The check-in went through smooth; I received my two
boarding passes, one for Jeddah - Dubai flight and the other for Dubai
Airport to Bangkok flight.

I arrived at Dubai Airport on schedule, in fact it was nice and smooth
trip except for the food which did not suit anybody , otherwise no complain.

I waited, in the transit lounge of Dubai Airport for over six hours
waiting for my connection flight to Bangkok. Flight number EK 386 3rd
Aug. When the announcement for flight number EK 386 Dubai - Bangkok
was made, I approached the check-in counter and presented my boarding
pass, to my surprise my boarding pass was confiscated from me and I
was told that my reservation for Dubai - Bangkok flight was cancelled.
I was really shocked and could not believe what I heard. I carry a
valid boarding pass issued at Jeddah Airport by the Emirate Airlines
for a connection flight on the same day by the same Airlines and I'm
told the reservation was cancelled. This was beyond my comprehension.
The behavior of the staff at the counter made my ordeal even worst. I
believe this situation may be the first of its kind and could be a
candidate for the guineas book. I was humiliated, shouted at but
because of my persistence, I managed to get the seat on the flight.
Of course the front seat was given to another passenger and I was to
accept whatever is given to me i.e. one of the back seats.

Due to this and due to my broken leg, I have to endure all the pain
for the 5 or 6 hours flight to Bangkok. I tried to cool myself down
and said to myself, this maybe one of the bad days it comes in a life
time but strangely it did not end there. My return flight booking for
Bangkok - Dubai was cancelled and was forced to reschedule my flight
from the Aug 12th to Aug 15th. This among other things did cost me
extra amount of USD 300 for hotel and $200 expenses, an amount unaccounted for
in my budget for this trip.

I, therefore, by this message lodge my complain for the suffering and
ordeal I have gone through.

Sincerely yours

Jaiffar Al-maktary

very important comments

2007-09-10T02:27:00.001-04:00

---------- Forwarded message ----------
From: BAHA AGREBI <baha.agrebi@yahoo.fr>
Date: Sep 8, 2007 10:00 PM
Subject: very important comments
To: jawad@alumni.washington.edu

Dear Sir,

We are two tunisian students in Donghua university, Shanghai. We were travelling from Tunisia(tunis , carthage) to Shanghai
EK 302- EK 485869
But the problem is that we have just receive 2 laguage TU 485344 AND TU 485869 after wainting 3 days without clothes in a foreign city. And we didn't receive yet the other one wich number is TU 485352 .So need to get it cause we have our contact lenses, our CDs for studying and our clothes to.......

Thank you for your consideration.

AGREBI Baha Wiem

DAMAK Donia

Our first trip by Emirates Airlines

2007-09-07T14:50:00.001-04:00

---------- Forwarded message ----------
From: jaya ramsamy <jaya.ramsamy@yahoo.com>
Date: Sep 7, 2007 9:19 PM
Subject: Our first trip by Emirates Airlines
To: jawad@alumni.washington.edu

To the management and staff of Emirates Airlines

My wife and I booked flights from Johannesburg airport ,South Africa, to New York

in July 2007, to visit our son, Vishnu Ramsamy, who awaits a heart transplant in

Michigan, USA. Vishnu is a student.

Sakundhala, my wife, twisted her ankle at Oliver Thambo Airport, prior to our departure

to Dubai. We checked in at the counter and I informed the check-in staff that she was

unable to walk and she needed a wheel chair, they were polite and concerned and a

staff immediately fetched a wheel chair and escorted my wife and I to the plane.

We were treated with kindness and respect in the plane. The food was good. The

facilities were excellent. The airport at Dubai was awesome, we were still treated well

and my wife in a wheel chair, plus our trip to J F Kennedy airport, New York.

The staff at the customs and immigration offices were pleasant and accomodating.

Thanks to the air hostesses and ground staff of Emirates Airlines for making our

flights to the U S A , a memorable one.

Regards

Jaya and santha

My Experience with Emirates

2007-08-30T00:22:00.000-04:00

---------- Forwarded message ----------
From: Omar Malaibari <abuzuhair52@gmail.com>
Date: Aug 30, 2007 1:22 AM
Subject: My Experience with Emirates
To: jawad@alumni.washington.edu

Dear Jawad,
Please post this on the Emirates Complaints site as my experience.
Thank you.

Dear Sir,

I have been watching the Emirates Airlines growing and expanding but
did not have the chance to actually try it. When I had the chance to
experience Emirates, it was unfortunately a non-satisfactory one.

Our flight #804 to Dubai on Aug. first 2007 and connecting to KUL On
flight # 342 Aug.02 ,was a tiring one because of the long time between
the two flights without a hotel or a guest house to rest in which is
the normal practice in such cases.

In the two occasions we checked in, we could not get the seats we
requested although we were there before four hours of the departure
time. In one incident the requested seats were empty, but it was
easier for the Check in employee to put us in one row.

In our return flight # 352 on Aug. 16, in flight lights were dimmed
most of the time. When I tried to switch on the individual reading
light, it did not work so I could not read. When I tried to watch a
movie the TV did not work most of the time. So, there was no light to
read, no TV to watch and no space to sleep. Flight attendants could
not help as they did not know or care. These were among the most
difficult 05 or 06 hours I spent in a plane. You might say that 99%
of the facilities are in good working conditions which could be good
for your statistics, but it is not good enough for me who suffered
form that 01% which is not working.

I am sorry to say that I was disappointed with my first experience in
flying Emirates.

Thank you.

Best regards,

COMPLAINT ON YOUR STAFF

2007-08-27T02:52:00.000-04:00

---------- Forwarded message ----------
From: Jamal Sabra <sabra.jamal@gmail.com>
Date: Aug 27, 2007 11:28 AM
Subject: COMPLAINT ON YOUR STAFF
To: jawad@alumni.washington.edu

Its 18th of august 2007 one of your staff at Beirut airport on( first
class counter) she hide her name she was very impolite and tuff with
us and others ,

As I experience most of Emirates staff at others ports and on air are
very helpfully and respected whishes encourage as and friends to fly
always with emirates

Regards

INDUSTRIAL STEEL MASTERS (U) LTD.

Jamal Sabra

PO BOX: 35218, Kampala, Uganda

TEl: +256 751 770066

FAX:+256 41 230683

Reply to: sabra.jamal@gmail.com

A simple solution to EK complaints

2007-08-27T01:49:00.001-04:00

---------- Forwarded message ----------
From: kinga <tokinga@poczta.onet.pl>
Date: Aug 24, 2007 6:47 PM
Subject: A simple solution to EK complaints
To: jawad@alumni.washington.edu

I love your site. I regularly visit it when I have had enough, need a
laugh and get things into perspective.

We do not care if our customers are white, black, orange or red. The
only time I ask about your passport is when I try and ascertain if you
require a landing card.

What we do care about is that our customers show us respect and
politeness. How you are treated onboard will solely depend on how you
treat the crew. This holds true in any situation whether in a shop,
restaurant, on the street or in the air.

Who would you assist first?

Customer 1: "I am thirsty...I want water now".

Customer 2: "I realize you are very busy at the moment, but when you
get a chance could I ask you for some water please. Thank you"

FACT: your behavior and attitude determines the service you receive.

Whilst I am not one to normally generalize, but the flight numbers of
most of your complaint emails correspond directly to flights that crew
call sick for. It is not the nationality but behavior and abuse we
receive on these flights that make them so unpopular with crew.

On the above mentioned flights we take a box of complaint forms on
board and have them by the door. Reason: on greeting customers
onboard, the response we get to "how are your today?" customer
"..give me a complaint form..." Crew...how can I help. What
happened.." Customer "...I want it just in case.."

Before you complain and write in emails.... remember the following facts:

CHECK IN:

- only 20% of seats on any aircraft are window seats.

- There are only from 4- 6 bassinet locations on each
aircraft. And an average of 15 infants onboard. It is possible to
buy a discounted SEAT for a child.

- If you check in early you will have a greater chance of
receiving your preference.

ONBOARD:

- Crew CANNOT upgrade customers onboard. Complaining and
abusing the crew upon entering the aircraft to take off will NOT get
you an upgrade. It is a common misconception that we will do
everything for you, if you act as a dissatisfied customer. Actually
the reverse is true...if a customer has an attitude and creates a bad
impression the crew will avoid the passenger as to reduce the amount
of abuse they receive.

- After passing through security, you may purchase bottles of
water, food etc at the many stores at all international airports, you
can even bring it onto the aircraft.

- PRIORITISE. If you want to leave and arrive at the
"promised time" do not: complain about your seating - demand that crew
ask all other customers to give up their window seat for you. Do not
take bags that are the size of a suitcase and weigh 15kgs as hand
baggage as we have to open up the cargo and put them under the
aircraft. Do not ask crew for a beer, virgin mary with extra pepper or
black label on the rocks, but without ice, while we are securing and
preparing the cabin for takeoff. We cannot takeoff until all
customers and crew are seated, with their seats upright and seatbelts
fastened.

- Your safety is our number 1 role. The seatbelt sign is
there for a reason.

- Ask, do not demand

- An airplane is a means of transport not a restaurant. We do
have a limited selection of food and beverages onboard. There is no
chef, no you cannot have the chicken with rice instead of potatoes.
If you child is a fussy eater, bring your own food.

- The word please DOES get results. A thank you will give you
a high probability of getting another drink when you have finished the
first.

- There are 385 other customers onboard. We aim to please as
many of them as possible. You are not the only person on the
aircraft, and the crew are not there for your personal disposal. We
will not get you another diet coke, if there are still customers who
have not eaten or had a first drink. We have 2 hours to feed the
entire aircraft, give them a drink, tea & coffee, and then collect all
the trays – do the math.

- Just because you are a fast eater, we will not individually
collect your tray – it came out of the cart, and must return into the
cart. Try and ensure the tray looks similar to how you received it –
do not build pyramids!

- If you want an additional drink, there are galleys at
various points on the aircraft, if you come and ask, you will get.

Change the behavior and you will get the best service in the sky – guaranteed.

On reading all the complaints you received, I strongly suspect most of
the problems would have been resolved quickly and efficiently if
common courtesy, politeness, manners, respect and good behavior
towards ground staff, flight attendants and baggage agents was
observed. It is hard to assist someone if you are abused, treated as
an enemy and screamed at. It is easy to assist and go out of your
way for someone who understands you do not have all the answers
straight away.

Enclosed is an article of what our customers do onboard. Next time
you are onboard, take a look around and observe the many other
passengers onboard and more importantly their behavior. You are not
alone. I am afraid that your readers and fellow complainers would
consider this article proof of bad service. Interesting our differing
perceptions; but I realize I am not the most important person in the
world and I realize I am not alone.

Dubai - A passenger, on an Emirates flight to Kolkata from Dubai, was
arrested and questioned for a day after attacking cabin crew when they
wouldn't serve him food. The 50-year-old Dubai-based man was detained
on his arrival at Kolkata airport on Tuesday and released later that
evening after he reportedly tried to hit a crew member refusing to
give him his meal.

The man told police he had boarded the direct flight at 2am and had
not eaten since leaving home at 9pm the previous evening. Half-an-hour
after take-off he asked for his meal to be served but was told that it
wasn't time for the food to be served yet. An airport official said:
"The man told the crew since he had paid quite a sum for the ticket,
he had the right to be served food on demand."
The situation is said to have escalated and the man allegedly tried to
hit a crew member who asked him to behave himself. Staff then
informed the pilot, who briefed Dubai airport about the problem.
"Dubai promptly passed on the message to the air traffic control of
Kolkata airport," said an Emirates official.
He was taken straight to the police station, where a crew member
lodged a complaint against him.
"On arrival at Netaji Subhash Chandra International Airport, the
passenger was escorted off the aircraft by Airport Security and Air
India security personnel. For Emirates, the safety of its crew and
passengers is of paramount importance," the spokesperson added. 23
AUGUST 2007 7days.ae

a story of a passenger who had to travel by one of the best airlines in the world.

2007-08-20T04:18:00.001-04:00

---------- Forwarded message ----------
From: anoop thajudeen <atcl123@yahoo.com>
Date: Aug 19, 2007 11:28 PM
Subject: a story of a passenger who had to travel by one of the best
airlines in the world.
To: Valerie.tan@emirates.com, Hatem.omar@emirates.com,
Radhika.markan@emirates.com
Cc: Sujab@emirates.com, info@aaco.org, aacortc@go.com.jo,
jawad@alumni.washington.edu

This is a story of a passenger who had to travel by one of the best
airlines in the world.
passanger name:Anil Kumar
I am sorry to say that this was my worst experience in my career and
flight travel.
This is to keep you informed that i traveled on flight No - EK 927
from Cochin Via Dubai to Cairo dated August 18 2007. Understanding
that i was flying in one of the best airlines in the world i put my
personal important documents in the luggage, unfortunately the best
airline staff have missplaced or ignored the importance of the
passenger.
Alas this was only my documents what if the same would have happened
to the passenger himself.
In spite of complaining regarding the same i was promised by Mr Tarek
who is the gentlemen responsible to listen to the passenger grievances
and do the needful. He did but his promises remained within him. He
said that the luggage will reach me by 08.30 Am, his mobile number:
0020 XXXXXXXX was always switched off - what an innovative way of
resolving and keeping the passengers away fro the trouble. Finally
the mobile rang at 1700 Hrs but no response. He promised to deliver
the luggage today but then his innovative brains have asked him to
keep the phones switched off to avoid passengers like who
unfortunately fly - now i can say one of the worst air lines.
My baggage No: is AI 813969 - This is for you info.
A lost passenger of the best air line sorry the worst is still waiting
hoping that a miracle could happen

________________________________

COMPLAINT ON YOUR STAFF AND SERVICE

2007-07-21T02:23:00.001-04:00

---------- Forwarded message ----------
From: Rashid Mohamed <r.mohamed@macmillanaidan.com>
Date: Jul 20, 2007 3:18 PM
Subject: COMPLAINT ON YOUR STAFF AND SERVICE
To: jawad@alumni.washington.edu

RE: - COMPLAINT ON YOUR STAFF AND SERVICE

My name is Rashid Francis Mohamed, of P.O.Box 34146, Dar es Salaam –
TANZANIA. I a holder of Skyward (BLUE) membership card No. EK 135 032
743. I am a frequent traveler of your airline and have been so happy
using Emirates traveling around the world until the 8th July 2007
traveling from Dubai to Dar es Salaam on Flight No. EK 725. Big
disappointments were as explained below:

DUBAI AIRPORT –

Reporting time was 08:00am but I arrived at the airport at 06:00am and
unfortunately I was told the flight is over booked despite having an
OK on my ticket. I was then told to wait until 0920am when I will be
notified if I have got a seat or not. I really made a lot of
complaints about the situation and there are two ladies from Kenya
whom I met at the check-in desk Bahati and Gloria, they really
understood my problem and the importance of me leaving on that flight.
With their efforts I made it to the plane.

IN THE PLANE –

I got in the plane and my seat No. J18 was allocated to another
passenger who also had the same boarding pass seat number. I was then
put on a staff seat temporarily waiting for the crews to sort out the
issue. The fellow who was also allocated the same seat number was a
white male from Australia. After a long wait I was then told to take
my seat as the other person was upgraded to business class. Not
understanding what criteria were used to put the gentleman in business
class and being exhausted from early wake up and long wait I took the
seat and completely fell asleep.

I woke up hours later and the duty free lady was on the other alley, I
really needed to spend my coupon (Dirham 100/-) which I was given at
the check-in desk as a compensation for disturbance as well as the UAE
currency that I had not spent at the airport duty free shops as planed
due to late check-in. I followed all the procedure and filled in my
requirement in the duty free magazine coupon and handed it over to one
of the crew to submit it to the lady in charge of the duty free.

Unfortunately there was turbulence and the pilot had called everybody
to take seat and fasten seat belts. Before we land the lady on Duty
Free shop resumed her service by distributing different orders to
passengers and when I asked her about my order she told me she will be
with me in a minute which did not happen as I didn't see her until we
landed. After landing in Dar es Salaam I went up to her and asked
about my requirement but she told me that she had already closed the
service. After I insisted that I need to spend my money she asked a
male steward (With his body language and attitude) I think he was a
flight bursar. With an arrogant language he told me I cannot be served
and I should just keep my coupon and spend my money somewhere else.

Honestly the coupon and the money was not an issue to me, what really
upset me was the way I was treated from the check-in point to the crew
attitude and arrogant language. I asked myself a lot of questions and
I still don't have an answer as to why I was treated this way. May be
to them loosing one customer like me is not an issue but if this is
the way your airline will keep treating passengers, you might end up
upsetting a lot of people. I feel I deserve a better treatment as a
person chosen to fly Emirates for a number of years and to different
destinations. I also felt my Skyward card did not help anything as the
passenger upgraded (I doubt) was a frequent flier with Emirates.

Inept Emirates ground staff - reduced my African partner to tears

2007-07-12T00:22:00.001-04:00

---------- Forwarded message ----------
From: Michael Cranny <Michael.Cranny@blacktown.nsw.gov.au >
Date: Jul 12, 2007 7:47 AM
Subject: Inept Emirates ground staff - reduced my African partner to tears
To: jawad@alumni.washington.edu

My African partner is a Ghanaian citizen with an Australian multiple entry residency visa in his passport.

On travelling with Emirates to Sydney in September 2006, via a transit stop in Dubai he was confronted with humiliating remarks about his private life from Emirates Transit Counter staff regarding his interdependence visa with me. Jokes about a jiggy-jiggy visa - you get the idea.

An interdependency visa is issued by the Australian immigration department to same gender couples in a long term exclusive supporting (gay) relationship.

My partner showed Emirates staff his visa approval letter and was eventually issued a boarding pass. Flight service was excellent. We thought the 'incident' at Dubai, may have been an isolated incident - an Emirates staff member with poor customer relationship skills. How wrong we were!

In June 2007 my partner returned via Emirates to Ghana to see his parents and friends. No problems on the first leg of the journey. His boarding pass from Dubai to Accra was issued by Emirates staff in Sydney due to the short time between connecting flights.

On the return trip to Sydney from Accra through Dubai the Emirates transit counter staff person at Dubai, after examining his multiple entry visa under a magnifying glass, then asked him about his knowledge of Australia, and finally examined his Australian medi-care green card, his Australian bank card and company work ID. All the information he provided supported the compelling evidence that he was a genuine visa holder.

What happened next was a disgrace. The male Emirates staff member just kept him waiting. He did not issue him a boarding pass to Sydney with his electronic ticket, while all other passengers had boarded the plane and the flight was due for take off.

His anxiety at being left in Dubai broke him into tears. Emirates staff and passengers for other flights just looked on at his ordeal.

Finally, a boarding pass was issued and he was rushed to the plane, causing a delay to the scheduled take off of the filght to Sydney.

I would expect that an Airline with any integrity would take decisive measures to ensure that Emirates ground staff always treat passengers with respect and training on how to conduct validation checks of visas quickly and accurately. My partner intends seeking an apology and compensation from Emirates. I will advise you of the outcome. I know it is difficult to change entrenched adverse cultural attitudes in an airline - but not impossible.

If Emirates realises that customer complaints can help them to improve their systemic customer relations problems at the home base, Dubai, then they have the opportunity of becoming a great world airline.

If they do not rise to the challenge, then word of mouth will condemn it in the court of public opinion.

I appreciate your blogspot for passengers to share their experiences.

Warm regards

Michael Cranny.

about emirates SOS

2007-06-30T13:04:00.001-04:00

---------- Forwarded message ----------
From: 徐霓 <nbjessie_xu@hotmail.com>
Date: Jun 30, 2007 3:00 PM
Subject: about emirates SOS
To: jawad@alumni.washington.edu

My name is Xu Ni. this is my e-mail address. I found your address on
the this websitehttp://www.geocities.com/SoHo/Cafe/9653/emirates2001.html.

I know it was long time ago but i still hope you can help me a bit.

I took emirates on 13-06-2007, from Malta to Dubai, and on 14 of June
arrived Shanghai. But the check-in luggage was arrived on 16 of June.
A limited 75 years commemorative Zippo lighter and a sunglass that
cost me at least $200 stuffs I left in the luggage were all gone. up
to now the lighter is valued even more. I am not claiming the money,
but all I am asking is catch the culprit who did this awful thing to
me.

the emirates officials said: i can not put any valualbe things in the
check in luggage. but how could I took a lighter on the plane? what i
can get is $ 70 amends.

their attitudes are abominable. I have been waitting ,waiting
,waiting, and continuing calling.

It has been 15 days and I am still waiting.

could you tell me how you solve your problem? and where I can complain
and they would accept my complain ?

Kindly advise.

Xu Ni

Nobody listens customer's complaints in Emirates Airlines!

2007-06-20T01:08:00.001-04:00

---------- Forwarded message ----------
From: Christian Betancur B <cbetancurb@une.net.co>
Date: Jun 15, 2007 2:20 AM
Subject: Nobody listens customer's complaints in Emirates Airlines!
To: jawad@alumni.washington.edu

Nobody listens customer's complaints in Emirates Airlines!

My wife Cristina (retired commercial manager and teacher) and I
(marketing consultant and professor in different universities) live in
our country, Colombia.

Cristina has acompanied our daughter Amalia and her husband Luis from
March to May in United Arab Emirates (where he works in American
Unviersity), expecting for the birth of our first grandson, Gustavo,
in Dubai.

At the time of Cristina's trip back to Colombia via New York (May 24),
the Emirates Airline's attendant in Dubai said she could not allow my
wife to embark, allegedly because her picture in the USA visa did not
correspond to her face.

This is very strange, since my wife hade entered the USA four times
since her last visa's issue, every time to visit our daughter (prior
student and professor in USA universities).

The attendant did not call an informed authority, nor a manager, but
took the unfair decission for herself.

Fortunately, a citizen of United Arab Emirates, possibly an airline
manager or a public functionary, when heard my wife was from Colombia,
exclaimed: "Ah, Colombia, Shakira, Colombia!", and was very helpful to
my wife, ordering inmediate and possitive attention to her.

The attendant has obbeied, and, thanks to him, my wife could come
back, not without a big and unfair stress.

I was searching in the web page of the airline to send a message, but,
incredibly, they only are interested on selling, showing themselves as
excellent…¡but they do not allow their customers to complaint, nor
make suggestions!

Sincerely

Christian Betancur

Christian Betancur & Asociados, Consultores de Marketing

Celular: 57-300-7800715

Tel. 57-4-3324272

Medellín, Colombia

--
Rana Jawad Asghar MD. MPH.

Coordinator South Asian Public Health Forum
jawad@alumni.washington.edu

http://www.DrJawad.com
Typhoid Net http://www.typhoid.net

Karachi - DUbai - Jeddah

2007-05-15T08:17:00.001-04:00

---------- Forwarded message ----------
From: Inam AMJAD <i.amjad@articasa.biz>
Date: May 15, 2007 5:16 PM
Subject: Karachi - DUbai - Jeddah
To: jawad@alumni.washington.edu

Dear Mr. Jawad,

I have experienced such a bad experience with Emirates staff at the
Quaid-e-azam Airport in Karachi, a lady counter staff pf Ek was very
rude and was chewing "Paan" while dealing with passengers, she was
only concentrating on that and avoiding people. Anyway it was a
horrible moment in my life when I asked her to reconfirm my seating to
widow as I did earlier, but she refused saying that you will sit in
the middle row.

Well, after reaching Dubai Airport, and while entering transit lounge
to Jeddah, two EK staffs ( Lebanese and Indian) has refused to let me
go in, saying you are Pakistani and your visa and passport has to be
checked, so you have to wait next 30 min outside, however, I told them
that I have a valid residence visa and shown the copy plus I told them
that this is not the first time I am traveling via Dubai, but they did
not listen, the Lebanese staff told me that a supervisor will come and
check your passport, after45 min. the same Lebanese guy was checking,
I told him is this a manner to treat people, he said because you are
Pakistani we much do go and make complain where you want….!

So I have no comments, because I know it is useless.. no one will pay attention.

Regards

Inam

Articasa

Dar Al-Fun Establishment for Ceramics

East Express Highway (Al-Haramain Highway)

P.O. Box:15461, Zip Code: 21444

Jeddah – Kingdom of Saudi Arabia

Tel: +966 2 2524402, Fax: +966 2 2276260

Email: info@articasa.biz

Web: www.articasa.biz

VERY BAD EXPERIENCE

2007-05-15T07:24:00.001-04:00

---------- Forwarded message ----------
From: Mohammed Shafi <mmshafi@alkhorayef.com>
Date: May 15, 2007 11:20 AM
Subject: VERY BAD EXPERIENCE
To: jawad@alumni.washington.edu

Hi,

I have had a bad experience recently with Emirates during my trip from
Dubai to Riyadh on Flight EK817 Dated 28-04-2007-the 'usual' by the
sounds of it! Boarding Passes have been served, by which we (myself
Khalaf Al Khalaf,General Manager, Saudi Parts Center and Mr.Chikib
Abouziad, Chief Executive Officer, Takaful Re & Mr. Usamah Al Naser,
Serior Marketing Manager, El-Ajou group) thought flight timings &
seats were confirmed turned out not be so, long delays (we eventually
secured a flight after hour waiting at the airport), no-one from
Emirates staff was willing to help.

That would be fine If, at least, at the very least, we would be able
to see an EK staff walking around to talk and update us. Apparently,
they too had no idea what's going on and didn't want to face
passengers and answer us.

Their attitude was completely unprofessional and unsympathetic.

Finally after an hour delay we entered into the flight with First
class tickets and after entering, the Cabin Crew of First Class
switched us to Business class with a reason of lack of enough seats in
First class.

On this occasion I feel that we have been very poorly treated by what
is regarded by some as the best long haul airline and totally let down
and shoddily dealt with as a "fare paying passenger", as at times I
did wonder i had paid at all.

The main crux of the complaint is the way of treatment what we
received from awarded best operators in Air transport field and I
submit this letter of complaint for your attention and expect in
return to have the question answered.

Why they did not down grade our ticket, so we can get reimbursed.

Regards,

Khalaf M. Al Khalaf

Emirates takes passengers for a ride

2007-05-08T01:17:00.000-04:00

---------- Forwarded message ----------
From: Heather Rose <heather@cooeetas.com.au>
Date: May 7, 2007 9:03 PM
Subject: Emirates takes passengers for a ride
To: jawad@alumni.washington.edu

On a recent trip from the UK to Australia I made the mistake of flying
Emirates. Charged £33 per kilo excess baggage for a small additional
suitcase weighing 12 kilos I boarded the plane feeling suitably stung
only to find another passenger had been charged only £24 per kilo. Upon
arriving in Dubai, and again Singapore, I discovered passengers could
board with any weight in duty free they liked. A colleague flying on
another airline with an additional 17 kilos was charged nothing at all.
Never again Emirates.

H. Rose
Australia

Loss occurred due to Cancellation of International Flights - Emirates Air Lines

2007-04-20T10:29:00.001-04:00

---------- Forwarded message ----------
From: hameed Bhatti <hameedkhalid94@yahoo.com>
Date: Apr 20, 2007 7:28 PM
Subject: Loss occurred due to Cancellation of International Flights -
Emirates Air Lines
To: jawad@alumni.washington.edu
Cc: Tauqeer Baloch <baqmhzthb@yahoo.com>, JAHANZEB MUHAMMAD
<jahanzebmuhammad@yahoo.com>

Dear and Respected Manager Complaint Cell, Aslamo-o-Alakum.

May Allah bless you at all. On behalf of (Mr Iqbal Muhammad,
Baloch Tauqeer Hussain and myself, I am taking this opportunity to
draw your attension towards financial loss occurred to us (listed
below) due to cancellation of International Flights by EMirates at
Dubai on 12 Mar 2007.

We faced loss of 3300 USD (1100 USD each). We (3xUnited Nations
Staff Officers, presently serving at DR Congo with UN Mission MONUC).
We purchased following tickets from Emirate TYravel Agent (Jaffery
Travels Kinshasa DR Cong ). Detail is as under:-

NAME TICKET NUMBER DESTINATION

BHATTI ABDUL HAMEED 176 4405560894 EBB,DXB, LHE & BACK

BALOCH TAUQEER HUSSAIN 176 44055608951 __DO__

IQBAL MUHAMMAD 176 44055608984 __DO__

On the same day i.e on 12 April 2007, we must suppose to be Entabbe
Airport (Ugenda) for travel by UN Flight from Uganda to Demoratic
Republic of Congo on the same day whereas due to cancellation of
International Flights on 12 April 2007, we all failed to join our
duties in United Nation Mission in Congo which considered un
authorised absence because our leave authorised by our mission was
upto 12 April 2007.

Now we have been panalized for 3300 USD (1100 USD each) for 13 Mar and
14 Mar 2007 being no fault of us.

In view of the above, it is undue financial loss to the passengers
of Emirates. It is therefore, requested to please consider our case
on priority for compensation of 3300 USD to all three individuals as
mentioned above. Mail address of my other two collegues are as under,
however it will be appreciated if you remain in contact on my mailing
address to avoid un-necessary delay/waste of time.

IQBAL MUHAMMAD -EMAIL: JAHANZEBMUHAMMAD@YAHOO.COM

BALOCH TAUQEER HUSSAIN -E-MAIL: BAQMHZTHB@YAHOO.COM

We are looking forward for your kind consideration and favourable action.

STAFF OFFICER UNITED NATION
KINSHASA, DR CONGO (AFRICA)
ABDUL HAMEED BHATTI

________________________________
Ahhh...imagining that irresistible "new car" smell?
Check out new cars at Yahoo! Autos.

--
Rana Jawad Asghar MD. MPH.

Coordinator South Asian Public Health Forum
jawad@alumni.washington.edu

http://www.DrJawad.com
Typhoid Net http://www.typhoid.net

Lost Luggage on Emirates

2007-04-18T14:13:00.001-04:00

---------- Forwarded message ----------
From: Zeynep Breakey <projecterp@telkomsa.net>
Date: Apr 18, 2007 12:25 PM
Subject: Lost Luggage on Emirates
To: customeraffairs.jnb@emirates.com, jawad@alumni.washington.edu,
customeraffiars@emirates.com, CustomerAffairsNY@emirates.com,
fran.bart@emirates.com

Dear Emirates Customers affairs,

I was unable to find any link to customer feedback on the official
http://www.emirates.com/ website, and have to resort to this means of
communication, having found these possible contact e-mails at
emiratecomplaints.blogspot.com.

We have traveled from Istanbul to Johannesburg via Dubai on April 16
2007 as follows.

16 Apr 07 Istanbul-Dubai Flight EK 121

17 Apr 07 Dubai-Johannesburg Flight EK 761

The flight leaving Istanbul for Dubai was delayed for over 3 hours.
Although we have managed to make the connecting flight to
Johannesburg, it seems our luggage did not [Tracking Numbers EK
191979-EK 191980]. We have logged a lost luggage report with Emirates
baggage enquiries at Johannesburg International [Ref No. JNBEK20142].
We then went to Emirates offices at the airport, spoke to a lady by
the name of Gerty and reported the whole incident again [Ref No.
3901215/16]. We then flew to Cape Town where we live. Since then my
husband has been desperately trying to track our luggage with no
success. No-one seems to know where our luggage is or when it is
arriving. Emirates offices in Johannesburg just rings and rings or is
constantly engaged. Reading all the complaints about lost luggage
through Emirates, I am getting increasingly upset and worried.

Where is our luggage?
When is it going to arrive in Cape Town and be delivered to us?
How much compensation are we allowed per day? Or are we supposed to go
without underwear, toiletries, etc?
Please provide me with the name and contact details of a senior
manager in South Africa. No Call centre numbers or machines pls.

Kindly respond to this e-mail as soon as possible.

Luggage may go missing, this is understandable. It is how Emirates
'HANDLES' the lost luggage situation that matters. So far you have not
handled it well. It was our first time flying Emirates. I hope it will
not be our last.

Zeynep Breakey

Project ERP Consulting Services

+27 21 438 7036 [Tel]

+27 82 781 8356 [Mobile]

projecterp@telkomsa.net [E-mail]

My Bitter Experience with Emirates Airlines

2007-04-17T15:16:00.001-04:00

---------- Forwarded message ----------
From: KM Abdulla <kma43@rediffmail.com>
Date: 17 Apr 2007 18:15:52 -0000
Subject: My Bitter Experience with Emirates Airlines
To: jawad@alumni.washington.edu, EKINDIA <ekindia@emirates.com>

Has any one got the e-mail ids of Sheikh Ahmed bin Al Maktoum, Maurice
Flanagan and Tim Clark, the Chirman, Vice Chairman and President
respectively of Emirates Airlines. I want to write to them about the
bitterest experience my wife and I had during our last trip from India
to US and back, telling them in particular how totally insensitive and
uncouth their Customer Affairs Department is, since they just do not
do anything to redress the customer complaints.
I would like to share with all our friends our travails and tribulations:

I had booked our (mine and my wife's) round trip from Bangalore
(India) to San Francisco (US) via Dubai and back through Emirates
Airline.

All the legs of the journeys were fully confirmed before we commenced
our journey from Bangalore on 21 June 2006.

On 12 July 2006, as per my request, Emirates office at Dubai had made
a slight change in our itinerary - DXB-JFK was rescheduled from 22
July to 27 July 2006 and JFK-SFO was rescheduled from 25 July to 31
July 2006, with all other legs of our journey remaining unchanged.
After making this change (with the same Emirates Ref No. BMCGM2), I
also received a computer printout.

While the DXB-JFK journey on 27 July 2006 went off smoothly, we had a
very harrowing experience thereafter for every leg of our remaining
itinerary, as described hereunder:

(1) When we went to check-in for JFK-SFO trip by DL 1489 of 31 July
2006, Delta official told us that while I held reservation for that
flight, Emirates had cancelled my wife's reservation unilaterally.
Since DL 1489 was going full on that day, there was no way my wife
could take that flight. When I showed the Emirates' computer printout
about our reservation to the Supervisor of Delta, he simply shrugged
his shoulder and arrogantly told us: "Any one can have that kind of
paper printed, which is of no value to me; you should go and break
your heads with Emirates".

(2) In that sordid situation, we had to move along with our entire
luggage from Terminal I to Terminal V to locate Emirates counter. The
kind lady at the Emirates counter checked the position and told us
that some mistake has happened. After spending about 20 minutes, she
finally told us that she had booked for both of us the next day's
American Airlines flight AA015 of 1 August 2006. She was also kind
enough to book a hotel room for us in Holiday Inn for the night.

(3) Going by our bitter experience at JFK, we wanted to make sure that
the rest of our journeys did not pose any problem. So, while in US, we
called up Delta to re-confirm our flights SFO-JFK by DL1886 of 12
January 2007 and JFK-DXB by EKZ204 of 13 January 2007. Again, we
received another shock! Delta told us the same story that while my
reservation for SFO-JFK by DL1886 of 12 January 2007 was in tact,
there was no trace of my wife's reservation for the same flight. We
then called up Emirates. The person who attended the phone abruptly
disconnected the line thrice stating that Emirates did not require
re-confirmation except for the Saudi sector. We had to waste half a
day over telephone to finally get to the right person who could listen
and understand our problem. Finally, he also admitted that some
mistake has happened at Emirates. After spending some more hours over
the phone, Emirates finally had to do a fresh booking, with altogether
fresh PNR numbers (3JSHUW for Delta and P50MWM for Emirates).

(4) When we called up Emirates Dubai office from our Sharjah camp on
27 January 2007 to re-confirm our reservation for DXB-BLR by EK518 of
03 Feb 2007, we were in for yet another shock! At Dubai, Emirates
could not trace any sign of both our reservations (mine as well as my
wife's) for Dubai-Bangalore flight. Search by name, PNR number, Ticket
numbers, etc. yielded no results. So, we were asked to go in person to
Emirates counter at DNATA Building in Dubai to sort out the matter. On
reaching there, it was revealed that EK518 was not flying on 03 Feb
2007 and therefore, we had to choose another date. Finally, the polite
gentleman at the Emirates counter helped us to do a fresh booking for
EK 516 of 05 Feb 2007 under yet another PNR number (CCAWKJ). Thus, we
had to extend our stay in Sharjah by two more days.

(5) When we finally arrived in Bangalore on the hope that we were free
from the mess created by Emirates, we were in for yet another rude
shock!! Two out four of our checked-in baggages (bearing luggage tags
numbers EK289674 & EK289675) were missing. After waiting for over an
hour at Bangalore airport till the last piece of baggage came on the
carousel, there was no trace of our two missing baggages. Upon duly
lodging a complaint (No. 25229), these two missing baggages were
restored to us only after two days, and that too with the locks of
both of them opened (presumably by the ground staff at Dubai Airport).

The above-narrated bitter and unfortunate experiences with Emirates
had caused so much mental stress and agony to both of us (I am aged
64) that the very next day after our arrival here, we both fell
seriously ill. We were so exhausted that we didn't have even the
feeble energy to open our two missed baggages and see what all items
have been pilfered/damaged from them. It was only after 16 days that I
mustered the energy to narrate full details of our ordeal with all
verifiable facts and sent it to Emirates' Customer Care Department.

My immediate thoughts were to make the details known to wider public
through media and file a suitable compensation suit in the consumer
court. But, in fairness, I thought the Emirates should be given an
opportunity to settle the matter amicably without my having to make
undue publicity to damage the reputation of Emirates. However, their
Customer Affairs Department is so hopelessly insensitive and uncouth
they do not show the elementary courtsey of replying to the several
reminders I had sent to them.

K.M.Abdulla

flight EK 333

2007-03-20T02:38:00.001-04:00

---------- Forwarded message ----------
From: francisco villanueva <astroguess@yahoo.com>
Date: Mar 20, 2007 7:45 AM
Subject: flight EK 333
To: jawad@alumni.washington.edu

Mr. Jawad,

Greetings!

Im really impressed with the latest features of Emirate Airline in
general, the "ICE" in particular. I was fortunate to travel with my
colleagues, all of us in medical profession to visit Dubai.

En route to Dubai via Emirates Flight EK 333(Manila- Dubai, 18:45
flight) I was disappointed with the flight stewardess, her way of
disposing excess beverage. she poured the liquid directly into the
toilet bowl. Not considering she may contaminate the container for
next use. I dont know if this is usual practice in the airplane, but
if its the usual procedure, let`s hope the passengers will not be
infected. I witnessed it because the stewardess hold me in my turn for
comfort room. Lastly she wipe the toilet bowl seat with paper towel
and dropped again the soiled towel into the bowl.

Thank you for your time reading my experience on.

Emirates denied my wife boarding over a week ago, still refuses to explain

2007-03-03T11:18:00.001-05:00

---------- Forwarded message ----------
From: Stephen Nicoletti <drstephenn@hotmail.com>
Date: Mar 3, 2007 7:04 PM
Subject: Emirates denied my wife boarding over a week ago, still
refuses to explain
To: jawad@alumni.washington.edu
Cc: marry19710101@hotmail.com

Dear Dr Jawad,

My name is Dr Steve Nicoletti and I was recently hired by ICARDA
International School as an IB math teacher. I am writing you for help
resolving a serious matter regarding the treatment of my wife by Emirates
Airline. I apologize for having to involve you in this but my continued
efforts and requests for a truthful explanation from Emirates airline have
been essentially ignored. Please bear in mind, this problem started Feb 23;
it is now March 3nd and still I have received no explanation from Emirates
let alone a resolution. I am hoping that you can put me in touch with other
passengers who have experienced treatment such as my wife and I experienced.

Please allow me to outline the situation:

On Febuary 23rd, 2007 my wife (Zhou Qian) and I tried to check-in to an EK
flight from Shanghai to Damascus. We both had valid passports and copies of
Syrian visas as provided by ICARDA. The EK ground crew in Shanghai began by
asking my wife inappropriate questions like: can you speak English? How long
have you been married? What part of China are you from? Both my wife and I
felt that the implication of these questions was that Zhou Qian was trying
to enter Syria as a prostitute. In any event, they treated my wife with
open contempt and hostility.

After answering their rude questions, Emirates then refused, without
explanation, to issue my wife a boarding pass. When we pressed for a reason,
they said it was a Chinese policy that all Chinese citizens travelling to
Syria must have the original visa and not a copy. I knew this was not a
truthful explanation from the off-hand manner in which Emirates Airline
presented it. Since I came to Syria, I have looked into the matter and have
located two Chinese research scientists at ICARDA who boarded flights from
China to Syria with copies of their Syrian visas, not the original visas.
Therefore, Emirates Airline has yet to provide so much as an explanation for
refusing to allow my wife on the plane. Again, this was on Feb 23; today is
March 3nd.

In the aftermath, I had to purchase a ticket for my wife back to Chongqing;
since the flight did not leave untill the next day, I had to get her a hotel
room. In addition, I have had to spend money for her living exspences in
Chongqing. Whats more, this has caused tremdous strain on our relationship
in addition to emotional distress.

Given how my wife and I were treated, I am not asking but demanding from
Emirates Airline a TRUTHFUL explanation. If the truth turns out to be
something other than resonable, I expect substantial compensation from
Emirates Airline. I also want to EK ground crew terminated for their
mistreatment of my wife.

Again,I am not surprised other passengers have experienced problems with EK.
I paid money for a service that was not provided and that has caused
financial and emotional distress to both my wife and I. By not providing a
service paid for, EK is acting in a criminal manner.

Any ideas how we can strike back at EK? Is there the possibility for a class
action suit?

Thank you in advance for your help,
Dr Steve Nicoletti

My Checked In baggage with Emirates is flying every day

2007-02-12T00:45:00.000-05:00

---------- Forwarded message ----------
From: k.s.senthilkumar <k.s.senthilkumar@sunjay.in>
Date: Feb 11, 2007 11:28 PM
Subject: My Checked In baggage with Emirates is flying every day
To: jawad@alumni.washington.edu, EKINDIA <ekindia@emirates.com>
Cc: m.sivakumar@sunjay.in, a.kannan@sunjay.in, KANNAN SUNDARARAJ
<kannan.sundararaj@petrofac.ae>

Dear Friends,

My brother is a SKYWARD SILVER Member and always insist on me to
travel by EMIRATES.

I am sorry : My Experience makes me think twice to travel on my return
EMIRATES ticket from doha to chennai.

We are a group of seven started from chennai to dubai on 04th Feb 2007 by EK545.

Three of us were transit passengers proceeding to doha,qatar by EK843.

Out of the six Checked In Baggage One that belogs to me (K.S.Senthil
Kumar) has not reached the conveyer belt at doha.

When i went to the LOST AND FOUND COUNTER - I was surpriced to see a
big queue and a lot of confusion.

They treated no better than an unwanted creature in their counter
(When my turn came after 20 Minutes)

They were so great full to "do me a favour" by registering my complaint.

FILE REFERENCE : DOH EK 37830

NO QUESTIONS NO ANSWERS

Landing in a foreign land with littering nothing with me other than my
laptop(HAND BAGGAGE),

i have to shell out heavily on every thing i required to keep my self moving.

NO SUPPORT / NO ASSITANCE - NO CONTACTS - from EMIRATES

I WAS ONLY SPENDING ON TAXI BETWEEN THE EMIRATES OFFICE AND AIRPORT EVERYDAY.

All my bussiness activities have taken a set back.

After 10 visits to the doha airport, a friend suggested me to check
with emirates office at airport.

Simply noting happend on ground.

After another 10 visits, they told me that my baggage has been
identified at dubai.

When i went for collecting my baggage, i was surpriced that it was not
my baggage.

But, i am lucky : My bussiness card was there on my baggage - the same
was mentioned as a remark of my baggage identification.

SCHOCKED TO HEAR THAT MY BAGGAGE HAS BEEN FORWARDED TO MUMBAI BY MISTAKE

AND TODAY AGAIN A LESS DISTUBING NEWS REACHED ME TELLING THAT THEIR
SYSTEM SHOWS THAT MY BAGGAGE HAS REACHED CHENNAI.

I LAUGHED - SINCE I HAD ALL THE DISTURBANCE ALREADY.

ALSO THE FUNNY PART IS THAT EMIRATES IS NOT EVEN READY TO COMPENSATE
ME IN ANY WAY

THE EMIRATES OFFICIALS CLAIM IS : OUT OF THE SIX CHECKED IN BAGGAGE
YOU GOT FIVE OF THEM - U R LUCKY

I really feel sorry for the chairman of emirates for heading such a
hopeless airlines.

SORRY TO MY "SILVER SKYWARD BROTHER" : I WISH I WILL FIND SOME OTHER
WAY TO REACH MY HOME OTHER THAN EMIRATES

I have felt a bit relaxed after looking into the below link. There are
more people suffering and my plight was much better.

http://www.geocities.com/SoHo/Cafe/9653/emirates.html

Regards,

K.S.SENTHIL KUMAR
DIRECTOR-TECHINICAL
SUN&JAY ENGINEERING CONSULTANTS PVT LIMITED
SUN&JAY GROUP
OFF : 044-32916146
RES: 044-26248613
MOB:+919380508962 / +974-6587561

emirates airlines

2007-02-10T04:03:00.000-05:00

---------- Forwarded message ----------
From: Abid Butt <Abid@araeng.com>
Date: Feb 6, 2007 4:50 AM
Subject:
To: jawad@alumni.washington.edu

RECENTLY I HAD A VERY BAD EXPERIENCE WITH EMIRATE AIRLINE, AND
PROBABLY IT IS THE FIRST TIME I HAVE GONE THROUGH THIS BITTER TIME. I
TRAVELED FROM MY HOME COUNTRY TO CANADA THROUGH DUBAI AIRPORT VIA
FRANKFURT. THE PLANE WAS LATE AT DUBAI, AND EVEN IT GOT MORE LATE
REACHING FRANKFURT AIRPORT, WHERE WE WERE SUPPOSED TO CONNECT TO
AIR-CANDA, WE MISSED THE FLIGHT, THE PASSENGERS WHO MISSED THEIR
FLIGHT TO CANADA WERE 34. BUT NO BODY TOOK THE RESPONSIBILITY FOR
THIS, ACCORDING TO EMIRATE THEIR FLIGHT ENDED AT FRANKFURT AND
AIR-CANADA TOLD THAT THESE PEOPLE ARE NOT YET THEIR PASSENGER. SO NO
HOTEL STAY, NO ASSURANCE FOR THE NEXT FLIGHT. ANYHOW WE ALL WERE GIVEN
ONE OPTION TO TRAVEL TO LONDON, THEN TORONTO THEN TO CALGARY, AND
THERE WAS ALMOST 8 HOURS OR SO TRANSIT AT EACH LOCATION, IMAGINE IT
TOOK DOUBLE THE TIME TO REACH THE DESTINATION AND WITHOUT ANY REST,
JUST SITTING ON THE CHAIRS AND WAITING FOR THE FLIGHTS, HOW HORRIBLE
THIS EXPERIENCE WAS. IN FUTURE I WILL THINK TWICE BEFORE TRAVELLING BY
EMIRATES.

Regards

ABID BUTT

Material/Design Technologist

ARA Engineering

Consulting Engineers

Suit 101, 110 Country Hills Landing, NW

Calgary Alberta, Canada T3k 5P3

Ph 403.735.6030

Fax 403.735.6035

www.araeng.com

Emirates

2007-02-10T03:05:00.000-05:00

---------- Forwarded message ----------
From: Dynamic5g@aol.com <Dynamic5g@aol.com>
Date: Feb 9, 2007 9:46 AM
Subject: Emirates
To: jawad@alumni.washington.edu

Jawad,

I am sorry to hear about the experience you went though with Emirates.
Remember two things:
1-Always fly national airline of your destination country. In your
case it should have been PIA.
2-These airlines are normally run and operated by temporary workers so
they have no respect for their customers.

Nadeem

Bad Experience with Emirates Airlines during our Relocation from DXB to JFK

2007-01-26T12:39:00.000-05:00

---------- Forwarded message ----------
From: Customer Affairs NY <CustomerAffairsNY@emirates.com>
Date: Jan 26, 2007 2:49 AM
Subject: RE: Bad Experience with Emirates Airlines during our
Relocation from DXB to JFK
To: Linu Kurian <linuvarughese@hotmail.com>, jawad@alumni.washington.edu
Cc: customeraffiars@emirates.com, Customer Affairs NY
<CustomerAffairsNY@emirates.com>, Frances Barton - MRM
<fran.bart@emirates.com>

Our Ref: NYC/X/MC/250107/6557941
25 January 2007

Dear Mr Kurian,

Thank you for your correspondence dated 25 January. We at Emirates are
concerned to hear of the difficulties you and your wife experienced on
your recent Emirates flight.

This matter is receiving our attention and is currently under
investigation. Please forward copies of the passenger's boarding pass
and last portion of ticket to my attention. We hope to resolve this as
quickly and amicably as possible, and await the documentation necessary
to do so.

In any future correspondence with us, please quote the above reference.

Yours sincerely,

Customer Affairs and Service Audit US/NA
Emirates
55 East 59th Street
New York, New York 10022
212 758-4434 (facsimile)

Bad Experience with Emirates Airlines during our Relocation from DXB to JFK

2007-01-26T12:38:00.000-05:00

---------- Forwarded message ----------
From: Linu Kurian <linuvarughese@hotmail.com>
Date: Jan 26, 2007 1:53 AM
Subject: Bad Experience with Emirates Airlines during our Relocation
from DXB to JFK
To: jawad@alumni.washington.edu
Cc: customeraffiars@emirates.com, CustomerAffairsNY@emirates.com,
fran.bart@emirates.com, linuvarughese@hotmail.com

From,

Linu Kurian,
1400 Park Avenue,
Linden, New Jersey 07036
United States of America
Mobile: 001-845-238-0164

The Manager,
Emirates Customer Affairs,
Emirates Airlines
Dubai - UAE

Subject: Bad Experience with Emirates Airlines during our Relocation from
Dubai to New York - 3 Passengers.

Dear Sir/ Madam,

Greetings to you. This letter is to bring to your kind attention our concern
on the poor service on emirates flight EK 201, DXB - JFK dated 14 Jan 2007.

Myself and my entire family have been frequent users of Emirates Airlines
for many years and we had a very bad experience during our recent flight to
JFK. I purchased my ticket from DNATA at a higher rate as it was stated as
"ECONOMY HIGHER CLASS". When we purchased the ticket we were told that we
would get preference in the economy class as we are paying AED 600 more than
the other ordinary economy class travellers per ticket. Also it was clearly
requested at the time of purchasing the ticket that I was travelling with my
wife who was 32 weeks pregnant then and my 2 year old son. And we were told
that there was no prior check-in especially for this flight. We had arrived
at the check-in counter @ 4.45 AM on 14 Jan 2007 so that we could get the
bulk head seat for my wife. We had 6.5 Kg excess total on all the 6 baggages
put together and the Emirates staff at the JFK ticket check-in counter was
acting too rudely and gave too much of a pain to me to off-load 1 Kg from
all the 6 baggages. She expected me to pay 25$ for each kilo and was not
happy at all when we decided to send those extra weight back home with my
father in law. She never had any manners to communicate the subject
properly,which was shown in the way she ignored us whenever we asked her
anything.

Atleast she should have shown some consideration towards my wife who was in
her last trimester of pregnancy.Also as soon as we requested for a priority
seat, she refused to give it at the first chance itself without even
checking in the system. After this instance, we were very clear that she
didnot want to treat us properly as this was confirmed as soon as we boarded
the flight and found that none of the exit seat passengers had any children
or were pregnant except one family with a single kid seated at the 15 C/D
seats.Atleast we were happy with one of the inflight steward who was kind
enough and tried his level best to get my wife a good seat in the front,
after seeing her condition,though the passengers refused.

We were totally unhappy with the long journey with such a prestigious
airline which resulted in my wife's extreme tiredness due to the crammed
seats that took days for her to recover from. We request your immediate
attention to enquire the same and give us a justification on the real
meaning of the "Higher Class in Economy" especially since we got a seat
towards the back of the flight inspite of an early check-in. Or is it just a
way to mislead the passengers and help the airlines make more money.

Thanking you,

Kind Regards,

Linu Kurian
New Jersey - USA
1-845-238-0164

comment about Emirates service

2007-01-16T00:52:00.000-05:00

---------- Forwarded message ----------
From: malar vizhi <mylapore70@yahoo.com>
Date: Jan 15, 2007 7:44 PM
Subject: comment about Emirates service
To: emiratestours@emirates.com

To
Emirates Airlines
Customer services
United Kingdom

Dear Sir/Madam,

I travelled from London Heathrow (16/12/06) to Chennai, India
(10/1/2007) in your aircraft. The onward journey is ok, but my
returned journey was miserable, Because of poor service and un helping
tendency of the crew members. My son wanted to go to toilet for 45
mins, but she wouldn't allow him because the aircraft was not landing,
just waiting on Air to clear off the traffic. But they should have
told some alternate way instead of asking him to hold it for 45
minutes.

I have 2 small kids; kid's food was not available. I
was asking for child seat belt and took ages to get it. There was no
politeness. Moreover my Aunty has back ache and the back seat
Passenger was not happy when she tried to use the recliner seat (back)
rest. I struggled to get a seat for her.

My Family usually travel on BA or Airlanka. This time I changed to get
a better airline, Obviousley I am disappointed. This is just to inform
you, so that this type of problem will not happen in future. Please
take care of the Family with the kids.

Thanking you,
Yours truly,
Mrs. Malar Vizhi Dharmalingam
Mylapoe70@yahoo.com

Harassment and misbehaviour of Emirates Ground Staff

2007-01-11T10:31:00.000-05:00

---------- Forwarded message ----------
From: Latha Sunny <lathasunny@hotmail.com>
Date: Jan 11, 2007 5:30 PM
Subject: Harassment and misbehaviour of Emirates Ground Staff
To: jawad@alumni.washington.edu

My name is Latha Sunny and I am a resident of UAE for the last 22 years, during this period I have traveled Emirates Airlines on numerous occasions, but never experienced as written below:

On 10^th January I was traveling from Cochin to Dubai – Flight no. EK 0531 which was scheduled to depart at 10.30 am but was delayed for 3 hours. Now the issue is something very strange and I have never experienced such bizarre and ruthless behaviour from any airline staff in my whole life.

As I was waiting in the queue to check in, I approached one of the Ground Staff of Emirates airlines whose name was XXX(name removed) and very honestly told him that I have some excess baggage and I have a friend who was in queue with me and was willing to take my baggage as he did not even have 15 kgs of luggage, he gave me a sarcastic look and said you get to the counter we will decide it there, but to my surprise when I approached the counter he had already informed the staff not to let me go without paying excess baggage and also should not allow my friend to carry my bag.

What surprised me the most is when I witnessed so many passengers getting thru with more than 40 kgs checked in baggage plus hand baggage, only I was imposed an excess baggage of 5 kgs when I had only 40.5 kgs and he wrote on my boarding pass NIL HBG.

Apart from paying the excess baggage, XXX was very rude and unprofessional in his approach to me and it was very embarrassing when he said "either you go back home or throw your stuff outside and come with the right weight", I was almost in tears as I felt very insulted in front of the other passengers, he almost threw my baggage from the weighing scale when my friend kept one of my bags to check in his name. He could have told me in a better way if this was not allowed.

All I need to say is Emirates Airlines being awarded the best airline of the year in the past should train their staff to be gentle and polite and should know to behave with women especially when they are traveling alone.

One rotten apple can spoil the whole basket.

However, this journey of mine will be a very memorable one as I am still not able to get over the insult and embarrassment I got from your staff.

This also leaves me thinking whether one should be really honest at all times?

Regards

Latha Sunny

Emirates Air Lines

2006-12-29T01:38:00.000-05:00

---------- Forwarded message ----------
From: Wayne, Bashir <BWayne@ci.miami.fl.us>
Date: Dec 28, 2006 7:14 PM
Subject: Emirates Air Lines
To: jawad@alumni.washington.edu

I flew November 9, 2006 from Miami/NYK/Dubai to Lahore Pakistan with
my nephew. What an experience to fly with Emirates thinking one of the
best air lines in the world but WOW! What a memory I will be having
for the rest of my life.

1) We boarded the flight at New York (JFK) Airport. The plan seat we
got A-35 and 36 were not meant for a long flight and were in bad shape
to sit for the next 14 hours. It could be my luck or unfortunate or
may be my high hopes and expectation from Emirates thinking one of the
best air lines in the world. I took the pictures of the seat in case I
have to provide as a proof.

2) A menu was handed over to all passengers as soon as we were in the
Air. I selected Chicken for my dinner but instead of chicken lasagna
was served. I asked the hostess what happened to my chicken. She said
that they ran out the chicken and you have to eat lasagna. Is this
called first class service?

3) I requested my air hostess to bring the complaint book to file a
complaint. The complaint book was never brought to us and ignored our
request after repeating many times. I do not want to have a problem in
the air and let it go thinking to file a complaint once we will be
back in USA. Now I am back in USA and would like to report about the
treatment what we received from Emirates.

4) Once I was in Lahore I tried to switch my seat from economy to
business or even first class to have a better and comfortable flight
on my return but was rudely denied. The ticket agent advised me to get
a new ticket than upgrading the old one. Why Is so?

5) The flight from Dubai to Lahore was two hour late. We were not
allowed to leave the lounge to go to even bath room and no one came to
assist or help.

6) On our return on December 4, 2006 flight was also late for 3 hours.
We have to rush and run physically at Dubai airport to catch our
flight to NYK.

7) Once we arrived at Dubai one of the luggages was presented on the
stretcher by ground hostess. Although the claim was filed but the
personals in the office treated us very unprofessionally. That claim
is still pending and we have no idea what will be next?

BASHIR A. WAYNE

Miami Florida

USA

Emirates

2006-12-27T23:43:00.000-05:00

---------- Forwarded message ----------
From: allison vouyoukas <girard@emirates.net.ae>
Date: Dec 27, 2006 8:42 PM
Subject: Emirates
To: jawad@alumni.washington.edu

Dear Jawad,

You seem to dedicate a lot of energy for this propaganda you have
started..... do you have a similar website for each
airline/organization that pisses you off? The list would be endless!
Do you find it rewarding? Do not think that there is a perfect airline
anywhere in the world.

Instead, why don't you dedicate your priceless time to help poor
people, particularly in your country of origin.
visit www.thedhakaproject.info to learn how one Emirates Airlines
cabin crew founded a charitable organization in order to educate some
150 children living in the slums of Bangladesh up to tertiary
education.

This Emirates crew member dedicates every day of her life for the
project she founded, on her own, but also with the help of Emirates
airlines colleagues. Moreover, Emirates, the company, supports her
financially,....thanks to the Emirates Foundation project which the
airline has set up to help children around the world.

Similarly, many more Emirates staff have contributed their time to
support orphanages in India, Ethiopia and Sri Lanka.

You too, can make a difference to many people around the world who
need REAL help, and not some sad web site to complain about the past.

regards
Allison

Inconsistent service on Emirates

2006-12-18T03:41:00.000-05:00

---------- Forwarded message ----------
From: Benjamin Leong <leong_benjamin@yahoo.com.sg>
Date: Dec 18, 2006 9:07 AM
Subject: Inconsistent service on Emirates
To: jawad@alumni.washington.edu, customeraffiars@emirates.com, CustomerAffairsNY@emirates.com, fran.bart@emirates.com

Dear Emirates Customers affairs,

I was unable to find any link to customer feedback on the official http://www.emirates.com/ website, and have to resort to this means of communication, having found these possible contact e-mails at emiratecomplaints.blogspot.com.

I recently travelled to Italy from Singapore and back on Emirates, which was my 1st experience on the airline. I was optimistic, having heard some positive comments about it, which was prior to my finding the above named website.

I now wish to express some disappointment, if you would read my story below.

On my return trip back from Italy, on Flight EK 97 departing Italy at 1515 hours, 16th Dec 2006 to Dubai, I had various beverages / liquids spilt on me, not once, but TWICE.

The 1st time it happened, a stewardess was pushing a food trolley which accidentally bumped into my seat, causing some used cups to fall off, spilling their contents on me and the passengers sitting behind me on either side of the aisle.

She apologised briefly and offered me some paper towels. I thought nothing of the incident at 1st, as such accidents are inevitable.

However, later as I was sleeping, I felt some cold liquids spill onto my legs. Opening my eyes and exclaiming "Excuse me", I noticed a stewardess (I do not recall if it was the same one) holding a tray in a slanted manner with (water?) spilling from it onto myself and the passengers behind me.

Again I received a very brief apology and some paper towels, and in addition, a muttered "this tray is leaking!" as she returned to the service area.

Again, one might say this was another accident. An event occuring once is an accident. Twice is a terrible coincidence. But if it happened repeatedly, something is wrong. Let me number the times I observed things dropping or near misses:

(1) After boarding, a bottle of mineral water fell off the cart in front of me when the crew were perparing to serve the 1st drink.

(2) Later 2 carts collided and a small bottle of what looked like wine or liqour fell off.

(3) As the 1st drink was being served to another passenger sitting at the window seat in my row, the stewardess was pouring the orange juice into a cup on a TILTED tray resting at the EDGE of the serving trolley on the stack of packets of sugar - I watched very worriedly for it to spill on me, which thankfully never happened.

(4) I was spilled on the 1st time as described above

(5) I was spilled on the 2nd time as described above

(6) A steward was observed holding a tray similar to the one that spilled on me by the other sewardess vertically dangling from his hands with water dripping off it onto the carpet as he walked forwards presumably to retrieve used cups.

Any restaurant worth its salt would take even one such incident very seriously and immediately offer some assistance, apologies, after care, and recompensation as a form of service recovery.

But apart from the brief apologies and towels the I was given, there was no form of after care at all. No one came to ask if I was alright, no manager came to apologise, basically nobody really cared.

Not even after the passengers behind me tried to raise the issue with some other member of the crew. All I overheard was an excuse like "The aisle is very narrow", replies like "I am just here to find out what's going on" (and that was said quite rudely) and retorts like "You want to write something?" (also rudely).

Needless to say, as I kept quite quiet, no one came to follow up. I didn't think it would amount to anything anyway, after hearing what transpired behind me.

To be fair to the crew, they seemed like a cheerful lot, and I observed very, very good camaraderie - better than what I have seen before on any other flight.

They were bantering with one another, chatting on the internal phone on the crew's seats. They were also taking pictures with one another when we landed, so many that they only remembered to thank and say goodbye to the passengers after 1/2 the plane had got off.

I would be the first to declare that a happy staff equals happy customers, but basically in this case, I think they were all having such a good time that they forgot their job.

The other possible explanations I can think off are:

(1) Poor / inconsistent training

(2) Poor / inconsistent quality review

(3) Some specific recalcitrant staff (although in this case it appeared to be more than one person)

(4) Something they had against me or the passengers around me personally? (Since all those things were happening around me, unless similar incidents were happening throughout the plane, which I do not know of)

(5) Equipment problems - "leaking trays", uneven surfaces on serving trolleys, poor supports preventing dropping things?

In constrast, the flight on the second leg of my journey EK 348 departing Dubai for Singapore at 0320 hours 17th December 2006 was better - the crew were clearly more professional, did their job well, and I really have nothing to complain about.

I write this for your company to follow up on any internal quality review processes, and to take up acceptable service recovery actions.

Sincerely,

Benjamin Leong

Singapore

Fwd: LOST BAGGAGE

2006-12-01T21:34:00.000-05:00

---------- Forwarded message ----------
From: Peter Gibbs <pgibbs@cytanet.com.cy>
Date: Dec 1, 2006 8:23 PM
Subject: LOST BAGGAGE
To: jawad@alumni.washington.edu

i TRAVELLED ON ek387 FROM bASNGKOK TO lARNACA TWO DAYS AGO. tHE
Hostess checking me in didn't seem to know what she was about, and I
only just managed to stop my bag, one of three going through without
any sticker on it. Anyway she handled it sobadly that the bag is
lost. This lady was laughiong and fooling around with other members
of staff, ins pite of there being a huge queue to deal with. She
didn't seem to know what she was doing at all, I only hope my bag is
found soon as it has very personal valuable things to me alone. The
ground staff with Emirates should be better trained. The Cabin Crew
I have always found very good.

Judith Gibbs Paphos Cyprus

Emirates Complain-MR. ARIF KHAN-NYC/X/VS/021006/322362

2006-11-03T08:06:00.000-05:00

---------- Forwarded message ----------
From: Customer Affairs NY <CustomerAffairsNY@emirates.com>
Date: Nov 1, 2006 11:51 PM
Subject: FW: Emirates Complain-MR. ARIF KHAN-NYC/X/VS/021006/322362
To: Arif@mit.edu, arifkhan21@hotmail.com
Cc: Frances Barton - MRM <fran.bart@emirates.com>,
jawad@alumni.washington.edu, juliafinney@aol.com,
feedback@travelbirmingham.co.uk, scott@emperors.uk.com

1st November 2006,

Dear Mr. Khan,

Kindly see our reply to your recent email, sent as an attachment. Regards.

Violet Simpson
Customer Affairs Officer

Emirates Customer Affairs & Service Audit US/NA
55 East 59th Street, 5th Floor
New York, NY 10022

212-758 3944 -Ext 290-voicemail
212-758-4434-facsimile

1-800-777- 3999 -Reservations-US/NA
1-800-366-6845-Emirates Cargo-US/NA
**************************************************************
01 November 2006

Ref:NYC/X/VS/021006/322362

Mr. Arif Khan

MIT

565 Memorial Drive

Cambridge, MA 02139

Dear Mr. Khan,

This will respond to your most recent e-mails concerning your request
for a refund of your ground transportation expenses and additional
airfare, paid to Aero Asia, on 15 September. We, at Emirates, regret
the fact that you disagree with our determination. Subsequent to a
review of the file and your Reservation Record Locator, PNR, we must
reiterate our position, and deny reimbursing those expenses.

Your PNR indicates, and you admit, Mr Khan, that you and your party,
for some inexplicable reason missed your 12 August Emirates flight
614, Dubai to Islamabad.

Your history, further, indicates that on 13 August, you rebooked
flight 614 for 15 August, and reinstated your return itinerary for 15
September; however, you also missed flight 614 on 15 August.

Once a passenger misses a scheduled and confirmed flight, Mr Khan, the
balance of the passenger's itinerary is auto-cancelled, and must be
reinstated. By missing your flight 614 on 15 August, you and your
party were declared "No Shows"; as a result, your 15 September flight
613 and 16 September flight 203 reservations no longer existed.

The reason you were not charged the "$200 change fee" was due to the
fact that you did not have a reservation to change. In addition, the
airline did not change your reservation, without your permission as
you no longer had a reservation due to the "missed" flights 614 on 12
and 15 August, respectively.

Your request for stand-by status, for a party of three, was subject to
availability, and was not guaranteed. As all of our flights from
Islamabad to Dubai were closed, our staff re-routed you through
Karachi. Regrettably, Mr Khan, that re-routing entailed additional
expense.

Inasmuch as Emirates did NOT cause you and your party to miss your
flights 614 on 12 and 15 August, respectively, canceling your return
reservations, Emirates will not assume responsibility for the
additional expenses that you incurred.

We realize, Mr Khan, that this does not resolve this matter to your
satisfaction, however, we hope that you have a better understanding
what precipitated the events leading up to your cancellation and
ensuing complaint.

As you are aware, we have made arrangements to credit your and Mrs.
Khan, each, with 5,000 complimentary miles towards Skywards member
numbers EK142176823 and EK115312164.

We thank you, again, for making Emirates your international airline of
choice and for allowing us to, once again, comment regarding this
matter.

Sincerely,

Violet Simpson,

Customer Affairs and Service Audit - US/NA

Emirates

55 East 59th Street, 5th Floor

New York, New York 10022

212-758-3944 Ext 290 (voicemail)

212-758-4434-facsimile

A Troubling Experience with Emirates airlines - exasperated by Emirates Customer Service NY.

2006-11-03T08:05:00.000-05:00

---------- Forwarded message ----------
From: Arif Khan <arifkhan@mit.edu>
Date: Nov 1, 2006 10:26 PM
Subject: A Troubling Experience with Emirates airlines - exasperated
by Emirates Customer Service NY.
Attention:

àCUSTOMER AFFAIRS NY

àOMAR GHALEB

àRICHARD NG

My family and I recently flew with Emirates from JFK to Pakistan via
Dubai. The flight experience was good until we started boarding on
return flight to Dubai. This bad experience was exasperated by the
horrible customer service from the Emirates NY office
(customeraffairsny@emirates.com), when I complained about it.

Irony is, dealing with the Emirates NY customer service office was
worse experience than underlining problem itself. I will try to be as
brief about both of the problems, as I can.

1) A horrible Customer Service Experience:

Once I reached US, I contacted the Emirates NY customer service and
chronicled the entire episode for them. The customer service is very
hard to get a hold off, They usually don't pickup the phone and hardly
return a phone message. After numerous attempts, I was finally told to
talk to Michael Calegio (might be misspelled) to address the issue.
Initially I used to get busy signal every time I dialed his extension.
After few days I was able to get to his answering machine. I left him
three messages over the course of one week, but her never returned my
call. I wrote 4 e-mails in the last 3 weeks, after the initial
complaint, and never received any response to them. I had a heck of a
time finding out any other contact info beside extension 250 and 251,
for NY reservation office of Emirates. The initial customer service
Rep, Carolyn Forneas, also exasperated the problem by promising to
call back by Friday and never following up with it. I left her 3-4
messages also in the last 2 weeks, but didn't hear back from her.

2) Initial Problem: My confirmed return flight from Islamabad to Dubai
to JFK was cancelled with a pretext that I had changed my previous
flight from Dubai to ISB.

My Arguments: For any change in my itinerary, I was supposed to pay
Approx $150 change fee. It also means that if I don't pay fee, the
airline WILL NOT cancel my reservation.

It is a two way contract, one baring me from a change with out penalty
and other baring the airline from cancelling without extraordinary
circumstances (emergency).

I never requested change in my itinerary from ISB to Dubai, on the
contrary, I specifically requested NOT to change anything in my return
flight. What happened to Emirates side of the implied contract arising
from change penalty?

Secondly, I had provided Emirates my contact numbers, why was I never
contact before cancelling my flight.

Consequences for me: After realizing at the airport that all of our
three seats were cancelled, I contacted the Emirates airline customer
service person in ISB airport. He said that he can not put me back on
the flight, since it is full. I did not want to wait for two more days
for the next Emirates flight from ISB due to my work commitment here,
in the US.

I was informed that another Emirates flight is leaving from Karachi
in 10 hours. I requested to be flown to Karachi so I can catch the
flight. My request was declined. Ultimately, I bought tickets myself
from ISB to Karachi to catch the Emirates Flight. I went through the
headache of being stuck in ISB airport for almost 7 hours with two
little children. It was a nightmare. I am not requesting any thing for
the pain and suffering, All I want is to be reimbursed for the tickets
from ISB to Karachi, since Emirates wrongly cancelled my flight.

Arif Khan

617-253-6303

Massachusetts Institute of Technology (MIT)
________________________________

emirates

2006-10-26T12:43:00.000-04:00

---------- Forwarded message ----------
From: michael mccullagh <mpmccullagh25@yahoo.co.uk>
Date: Oct 26, 2006 2:17 PM
Subject: emirates
To: jawad@alumni.washington.edu

Hi,
Do you have an address to which I can a letter of complaint about emirates.
Maybe they do not deal with complaints.
Thanks,
Michael

Fwd:

2006-10-17T11:51:00.000-04:00

---------- Forwarded message ----------
From: Amjad A. Hasnie <aa.hasnie@verizon.net>
Date: Oct 17, 2006 6:03 AM
Subject:
To: jawad@alumni.washington.edu

What a cry baby!

Not sure why, but it is only some Pakistanis who forget their origin
and auqat after landing into european or american envoirnments. Must
be from very weak backgrounds.

Pity on you.

Emirates Comments

2006-09-21T14:38:00.000-04:00

---------- Forwarded message ----------
From: WCHAIM@aol.com <WCHAIM@aol.com>
Date: Sep 21, 2006 9:17 PM
Subject: Emirates Comments
To: jawad@alumni.washington.edu

Just returned from India on my 6th round-trip with Emirates. Overall I
am pleased with their service.

Just 2 points rising from service resulting from the recent tightening
of security procedures:

1) Do they allow Business Class passengers 2 pieces of luggage because
terrorists don't fly Business- or because extra money allows to flout
International rules restricting a passenger to one? And rather large
and heavy at that.

2) Considering that no fluids are allowed to be brought on board why
is it that in Economy one has to wait until long after takeoff for a
glass of water while watching Business Class be served refreshments
upon arrival. Don't mention getting water from the dispenser as we are
not allowed to move from our seats until the seat belt sign is off and
being ordered back to our seats like prisoners.

Just wonder why security restrictions are different for passengers who
pay more or wonder if the well-funded terrorists might take a clue
from this. Appears that flying First Class does confer privileges.

Apropos the numerous comments about discrimination of Asian guests, as
An American living in India for 4 years I can tell you that it has
less to do with the whiteness of our skin than the respect we show to
others in a position of service.

C.Weissmann
wchaim@aol.com

emirates

2006-09-07T12:45:00.000-04:00

---------- Forwarded message ----------
From: Rattan, Sonal (AFM) <sonal.rattan@abbey.com>
Date: Sep 7, 2006 12:32 PM
Subject: emirates
To: jawad@alumni.washington.edu

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 2^nd 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.

regards

________________________________________

Sonal Rattan

EMIRATES AIRLINE

2006-08-12T03:17:00.000-04:00

---------- Forwarded message ----------
From: khalid ibraheem <k_r_s_004@hotmail.com>
Date: Aug 11, 2006 9:32 PM
Subject: EMIRATES AIRLINE
To: jawad@alumni.washington.edu

Dear Dr. Jawad

I want to comment some of the stories I viewed by coincidence. Stories like
departure is delayed from UK for 4 hours & the flight landed (for some
reason) in Beirut & flown back to the UK while Emirates does not operate
direct flights from UK to Beirut.
Another comment by Mr. Suresh that Emirates counter staff are persons of
limited capabilities & if they had better abilities they must be in some
industry other than hospitality and in any case, even if they choose to be
in this industry, they must be holding posts high above the counter staff,
to be visible to travelers.
What Mr. Suresh doesn't really know that among Emirates employees there are
doctors, lawyers, engineers, etc…..? But what they choose is to work in the
airline industry.
To add to Mr. Fahad comments to Mr. Suresh that ALT ticket (annual leave
ticket) is a full fare ticket (Y class is the most expensive fare in economy
class) & the staff holding ALT is handled as a passenger & not as COLLEAGUE.
Last week I was traveling from Dubai to Doha by Qatar airways, while waiting
to board the flight; an Emirates flight boarding the next gate to
Bombay/Mumbai.
Departure time was 22:30 & by 22:20 Emirates announced the closure of the
gate.
A female passenger approached the gate at the departure time exactly &
insisted to board the flight. When she was told that her baggage is been
removed from the flight & she can't board this flight as she was late; she
started yelling at the staff & used the F words. I was really astonished to
see that the Emirates staff was very polite despite that the passenger is
calling him names & using bad words. He tried to calm her down & explained
to her why she was offloaded.
The passenger told him that he doesn't know how to deal with American
citizen & she is going to report him to the AMERICAN CONSULATE & they will
teach him a lesson.
I can't understand this kind of people & the way of thinking. I've been
through some bad situation with different airlines before, but this does not
give me the right to attack the employees nor their managers. Passenger's
complaints are professionally met in Emirates airline, there are a lot of
incidents I know from my friends who are loyal costumers of Emirates where
Customer Service & Audit Department replied to their complaints with
compensation.
One last thing, I would like to copy the comment by Dragana:
I am just wondering how comes that 90% of all these comments are
coming from Indian and Pakistani passengers?
It is not about Emirates it is about them.
Dr. Jawad; thank you very much for this website & sorry for this long
message.

Hi?

2006-08-07T13:47:00.000-04:00

---------- Forwarded message ----------
From: Abdulla Al-Toky <abby27@hotmail.com>
Date: Aug 7, 2006 10:03 PM
Subject: Hi?
To: jawad@alumni.washington.edu

Hi?
My name is David Johnson,I am writing a complaint about the 7 hour
flight delay.I was going back to MCT from SYD. They didn't even
annouce that there is going to be a 7 hour delay and on top of that
they didn't give us a lounge to stay in until our flight has arrived.I
want this to never happen again other wise i will sue you because i am
a very good lawyer or can i have a refund by 27 of June 2007.This is
one of the worst flight i have ever been on and the way the flight
attendants were treating the passengers was like a dog.Can you make
the flight and crew member treat the passengers with respect.If you
don't i will write a huge letter complaing about your airline do i
make my self clear.Please e-mail me on abby27@hotmail.com okay.Bye for
now
from:David Johnson
________________________________

Fwd: complaint

2006-07-24T18:10:00.000-04:00

---------- Forwarded message ----------
From: Harris P M <harrispm@gmail.com>
Date: Jul 24, 2006 9:42 AM
Subject: complaint
To: jawad@alumni.washington.edu

sir,

i had read about u and ur site from dubai when i was there, little
realizing that i wud b mailing u soon. i travelled from dubai to
cochin on 23rd morning (July 2006) on EK530. i had three bags, 2 of
which had small locks on the main zippers n the third was a tent. i
didnt have any cabin baggage except the duty free stuff. on arrival at
kochi i was happy to c all 3 bags. but when i arrived home, i found
that my main black bag had a puch outside where i kept my toilet bag
(this pouch only had a zipper n being my toiletries only, i saw no
reason 2 lock it) was empty. sadly it contained a brand new bottle of
christian dior's farenheit perfume, a bottle of amway's dynamite
aftershave lotion, gillette's mach3 turbo razor and ofcourse my
toothbrush, paste, comb, medicines etc. this was flicked by somebody
after it was loaded on at dubai. where can i officially complain?
their site is not really helpful. can u help me out please, sir?

the flight, scheduled to fly at 3.25 am tokk off at 4.10 or so and
reached at 9.30am instead of 8.55am as promised.

harris

--
have u seen n heard the latest on www.makingwaves.info/ ?

--
Rana Jawad Asghar MD. MPH.

Coordinator South Asian Public Health Forum
jawad@alumni.washington.edu http://www.DrJawad.com
Typhoid Net http://www.typhoid.net

Emirates Airlines

2006-07-22T13:25:00.000-04:00

---------- Forwarded message ----------
From: Parker, Martin <Martin.Parker@petrofac.com>
Date: Jul 21, 2006 9:28 AM
Subject: RE: Emirates Airlines
To: Jawad Asghar <jawad@alumni.washington.edu>

Whilst on holiday to Dubai I tore the ligaments of my ankle resulting
in having to get around on crutches for the remainder of my visit. On
the day of our return home, we checked in early at the Emirates
Airline desk for the flight to Glasgow. My wife pushed the trolley
with our luggage, while I hobbled to the check in desk with a holdall
over my shoulder. My wife asked the Emirates Airline representative if
we could have a seat on the flight that would give me some extra leg
room as the thought of a 7 1/2 hour flight back to Glasgow with
restricted movement was quite unappealing. The Emirates Airline person
was quite rude to my wife and more or less said we'd just have to
accept the seats that we were given. Again she politely asked for his
help and understanding, but her request was rudely ignored.
Because of my injury we asked for some assistance to the departure
gate (which was a very long way from the check in desk), but again no
assistance was offered or given. 40 mins later we arrived at the
departure gate, then stood in a long line to show our boarding passes,
and then, once everyone was settled we were moved to another departure
gate. Again no assistance was offered to us by any Emirates Airline
personnel, although it was quite obvious to everyone all around that I
was in pain and struggling to get from A to B.

Eventually we were instructed that it was time to board the plane, and
as usual there was a mad rush by most of the other passengers to go
through the departure gate. I slowly hobbled down a 5 storey ramp,
where on reaching the bottom was instructed to wait to board a bus
that would take us to the aircraft. I struggled on to the bus again
unassisted as my wife had all of our hand luggage, and then stood for
approx 10 mins as we were ferried to the awaiting aircraft, no-one
offered to give up their seat during the journey. Then when we got off
the bus we were instructed to move from the front of the plane to the
back. I really struggled to climb the stairs to board the plane, it
seemed like climbing a mountain. About halfway up, I fell and my
hands, shoulders, arms and sides were aching by the time I reached the
plane door. The only time anyone hinted of being helpful to me was
when I was told by a crew member to "mind the step" before entering
the plane. Then my crutches wer!
e taken away from me. "You can have them back when we reach Glasgow,"
I was told by an Emirates crew member, and took my crutches away to
stow them somewhere. You can imagine how difficult it was for me to
get to my seat, not to mention how awkward it was going to be to go to
the toilet without them.

When we landed at Glasgow, my wife had to search for my crutches as
the girl who took them failed to return them to me. I'm sorry to say
that it was the same in Glasgow as it had been in Dubai, no assistance
from any Emirates Airline personnel was offered to us. I slowly
hobbled off the plane, and onwards to baggage reclaim. Of all the
passengers on our flight we were the last ones out of baggage reclaim.
The cabin crew from our flight rushed past us without a second glance.

My wife and I are completely disgusted with Emirates Airline and will
never fly with them again. I have real sympathy for people who are
disabled, and may have endured such rudeness and lack of compassion
from their fellow human being. It has certainly opened my eyes.

Martin Parker.
HORIZON ZERØ
changing the energy for safety

damaged baggage

2006-07-10T23:38:00.000-04:00

---------- Forwarded message ----------
From: azar khosravi <khosraviaz@yahoo.com>
Date: Jul 10, 2006 9:11 AM
Subject: damaged baggage
To: jawad@alumni.washington.edu

Emirate airline administration

Dear sir. My name is Azar Dokht Khosravi Boroujeni and
I am a resident of Iran. I travelled with emirates on
satuday June the 24th, 2006 from Milan/Malpensa to
Tehran, changing and staying overnight in Dubai
airport.In Tehran I noticed that my checked baggage
was badly damaged. Both handles were snached and
removed and there was no handle to carry baggage and I
had to hug that.Since I did not know how to register
for a complain, I had given up until now that I found
your e. mail. I will be grateful if you could follow
the matter.It is necessary to mention that It was my
first journey by your airline and overall I was very
satisfied of the both flights,apart the bad experience
that I mentioned.

Yours sincerely

Dr. Azar Khosravi
Ahwaz, Iran.

EMIRATES : TERRIBLE

2006-05-24T07:52:00.000-04:00

---------- Forwarded message ----------
From: Hedley Smedly-Smythe <trackthemdown@hotmail.com>
Date: May 24, 2006 5:19 AM
Subject: EMIRATES : TERRIBLE
To: jawad@alumni.washington.edu

I have travelled three times with Emirates long-haul U.K. to ASIA
changing in Dubai. On all three occassions my checked baggage was
delayed, lost and most recently looted. All the bags, change planes in
Dubai, and they are simply overloaded with a baggage mountain.

The service on the plane is the rudest in the world, in economy class.
They never 'do their job' because the head purser lets the staff, sit
around laughing and reading and eating instead of serving the
passengers. They only care about business passengers. You will be
served a meal, then forgotten about; if you request a drink, it will
never come. The actual law states that they must offer passengers (on
a tray) water and orange juice every 50 minutes, they rarely do it
once.

The economy class seat pitch is 31-32 inches, however this is
misleading because if the person in front reclines you will have no
space at all....and I am skinny!

Their after-help for lost baggage or stolen or damaged goods is
non-existent. The telephone contact system is useless, and their
frequent flyer programme only helps out business travellers.

Check-in is almost always cold and rude. Even threatening. Hand
baggage over a few kilos is snatched away at boarding gates. The
boarding procedure is useless and the state of the planes is hit and
miss, often not cleaned properly due to flight delays.

How does this Airline remain so popular while it is so bad? The answer
is advertising. Emirates sponsor everything from football to cricket
to world cup to stadiums, everything. You are brainwashed into
thinking that they are great. Change your airline NOW!!

--
Rana Jawad Asghar MD. MPH.

Coordinator South Asian Public Health Forum
jawad@alumni.washington.edu http://www.DrJawad.com
Typhoid Net http://www.typhoid.net

emirates arlines

2006-05-18T07:44:00.000-04:00

=['?\

\m: chelle scoobie <b_chelle_@hotmail.co.uk>
Date: May 18, 2006 4:52 AM
Subject: Re: emirates arlines
To: jawad@alumni.washington.edu

well to bring you uptodate with what emirates have offered as compensation
for being treated like this.......nothing.
They have told me that i cannot get a refund and i only have part of my
flights left should i wish to ever fly with emirates again ill have to pay
for the transfer of dates. Apparently and i qouto from a thomas at london
office at customer affaires he said "with all due respect it is not emirates
fault" he also said" it will take 30 days to get back to you "
I am very dissapointed.

bad experience

2006-05-16T01:15:00.000-04:00

---------- Forwarded message ----------
From: deon.rademeyer@intra.co.mz <deon.rademeyer@intra.co.mz>
Date: May 15, 2006 10:39 AM
Subject: bad experience
To: jawad@alumni.washington.edu

hi there

i also had a ver, very bad experience.
Flew from scotland via dubai to johannesburg.
from scotland to dubai, flight was perfect.
from dubai, i had to sit next to a seat, covered in urine!
I flew with my 11month old baby, and sitting next to a seat covered in urine
was no fun.

now i cant seem to find a site to complain on? can u help me?
thanx so much
yolanda watkins
yolandastory@yahoo.com

Emirates

2006-05-14T12:21:00.000-04:00

On 3/27/06, Ric Del Pizzo <mailto:del-pizzo.ric@johnxxiii.edu.au> wrote:

My first flight and experience started at Perth International Airport September 2005. I arrived with two suitcases one weighing 30 KG and the other was empty.

I accept that I has excess weight yet I wanted them to understand this was a situation that could be assessed on its own merits and I had proof to support all I was asking

I explained that I was heading to Europe with my twelve year old son following on Emirates in two weeks time and that he would be travelling with no luggage I explained that I was travelling with 2-3 kg of medical records and all my sons clothes (which I was happy to show him) as I did not want my 12 year old son to travel with a suitcase until we were together and I was there to help him. I explained our destination was London to attend medical appointments for my son. The Emirates representative was totally rigid and unrelenting in his demand for me to pay $180 approx. excess baggage or leave the empty case no matter what I said he was not interested I had to send the case home by cab ; cost = $50

On the flight from Perth to Dubai 12 hour flight I sat in a small cramped seat it was incredibly uncomfortable. Then from Dubai to Rome which was a 7 hour flight they gave us a bigger plane and the seats were reasonable comfortable.

Long flight small plane -short flight big plane- Not very smart and the flights were full.

On the flights we found it difficult to get service and even get water for my son.

I had to take my food tray away myself as they were taking so long.

Unlike Singapore airlines that constantly clean the toilets during the flight the state of the toilets on Emirates was much to be desired.

On our return from Dubai to Perth we were directed into a departure lounge where we were squashed like sheep, few seats and we had to stand around a baggage conveyor X-Ray machine.

Prior to my son leaving my wife had ordered a special child's meal – unable to serve him as it was not organised by Emirates.

I informed my wife who contacted the airline to ensure the food for the flight back was organised and I double checked by calling Emirates when I was in London- everything was confirmed.

You guessed it, we got on the plane all he was given was a kids meal with everything he didn't eat.

Without getting into a big explanation here is the killer blow, I complained to the cabin staff when I was approached by the supervisor. She kneels beside me I explain what has occurred and this is what I get from a supposedly well trained staff whose profession is to serve and understand excellence in customer service

"Sir I'm not sorry you did not get the meal for your son but I'm sorry for the incorrect information you were given by Emirates staff"

"What incorrect information " I replied.

"I have never know our airline to supply the food you have requested'

'I'm surprised" I said "we did not imagine the menu we only ordered what we found was advertised on your web how do you explain that Emirates confirmed the menu both in Australia and England"

I then told her that I did not want to take the conversation further as I could feel my anger building.

I did say that I was very disappointed that she was not sorry that my son had not received the meal he was expecting.

I'm amazed that with all the talk of customer service today more than ever it is difficult to find companies who understand or even have staff trained in this area.

I suppose that is why you can be flying high one day and crashing the next.

I have decided to keep flying Singapore I'm convinced they are one company that really try to understand and practise – Excellence in Customer Service

Finally it over 60 days that I emailed Emirates Customer Affairs and still no answer

Regards,

Ric

Perth western Australia

emirates arlines

2006-05-14T12:19:00.000-04:00

---------- Forwarded message ----------
From: chelle scoobie <b_chelle_@hotmail.co.uk>
Date: May 13, 2006 10:58 AM
Subject: emirates arlines
To: jawad@alumni.washington.edu

Hell i just used the search engine and your web page appeared. Tell me about
it my complian is endless. I have just got home after one of the worst
flights i have ever been on.

It began in Glasgow International airport at 14.00 yesterday. I checked in
my luggage and they were quite helpful at the desK, i asked for a bassinet
for my infant child of only 4 months to sleep in while i was on a long
transfer flight from Glasgow-Dubai ending in Perth Australia.
i was helped onto the plane at glasgow international airport they allowed me
to walk with the pram to the borading gate. but i wasnt given a bassinet as
i had asked for until four hours into the flight.
This is only the beginning i was travelling alone with my daughter and as
you can imagine things are difficult at the best of times with a baby, let
alone on a flight with no help. after flying for 7 and half hours i finnally
arrived at dubai airport where i was not told the exit the plane. All adding
to what later becomes apparent, i had a small baby i also was offered no
help with the very heavey bags i had. With a bag on my back and one over my
shoulder and my baby crying in my arms i began to leave the plane with
everyone else. A very kind gentleman helped me with a bag once in the
transfer section.
I collapsed before i got in the transfer lounge i had a blackout. i was
helped by the gentlemen down to see the medics which took so long it made me
miss my final call to perth. The man that was helping me, went up with me
back through security checks again to the commissions desk where i was told
that i would have to pay a large charge to return home and that they would
not accept the only form of payment i had which was maestro/switch. i had no
money they sent me downstaires once again in the blistering 29 deg heat with
all the stuff in my hands and a baby in another they told me to go the dubai
bank which i did but had no money to change over so the kind man paid for my
flight back to glasgow as i was adviced not to fly to quickly after
collapsing. so i was told to wait from 00.20 till 7.30 am to get a flight to
glasgow i couldnt wait any longer. With no money, no where to sit in and
nowhere to feed my baby away from all the hussel of the lounges. I was in a
mess my blood pressure through the roof, this is not all i then was told to
go to the restaurant and get a complimentary breakfast whil i waited for my
flight i go into the restaurant and was given no help eit the temp buggy i
was given from emirates services ( which was more for a two year old and my
young was falling out of cause she was too small) i had steps to get over
and not one member of staff helped me. They then told me they could offer me
a breakfast at 7 am when my flight was due to board at 6.30.
When i approached an emirates check in desk the woman called me to the
counter where she then continued ignoring me crying and begging for help at
her desk, she just sat there having a laugh with her collegue instead.

After all this the up and down going on the lift, going through securty more
than 10 times the only person with any compassion was the man who had
nothing to do wtih emirates ,was just simply a passenger who could qiute
planly see i was havin immense difficulty.

Im now back home in glasgow left very tired having had no sleep for over 24
hours and very dissappointed in the emirates airline service for their lack
of advice and sheer dcompassion to help a women who had a small baby in a
airport all alone with no money and no phone to make any calls to family.
All i want is to travel to perth.

Club of Morons

2006-05-14T12:16:00.000-04:00

---------- Forwarded message ----------
From: Irina Rosu <irosu@hotmail.com>
Date: May 12, 2006 10:07 AM
Subject: Club of Morons
To: jawad@alumni.washington.edu

I think you are all palin idiots. Why don't you find something better
to do than wine like cowards? Dr. Jawad's "bright idea" of setting up
this page i would like to call it the "Club of Morons". Get a life,
all of you! Perfection does not exist. I remain a fan of Emirates, no
matter what you all say. Go and travel with another airline. You'll
have to pay for your water! HA HA

From an Emirates crew

2006-04-10T08:18:00.000-04:00

---------- Forwarded message ----------
From: sana <sana@eyeofdubai.com>
Date: Apr 10, 2006 3:53 AM
Subject: From an Emirates crew
To: jawad@alumni.washington.edu

Dear jawad,

I am Emirates crew and when I came across your web site I was shocked
to see all those complaints from passengers,

But today I am the one complaining on how I have been treated by the
management as an employee of the company.

I've been working for nearly 3 years with a pretty good file (Good
attendance, no complaints fr psg…),one day I hurt my back while
working ,I reported it as we've been told to ,after been sick unable
to fly for 6 months I've been giving no choice but to resign I might
have a permanent disability and plus I owed the company money
!!!!!!!!!

In my country I will be offered compensation, I was just a number and
god protects my colleagues from getting hurt.

Maybe I should not discuss internal affairs in such a site but since a
so called "terry daily" is openly talking about how he selected the
crew and apologies on their behalf for the EMIRATES STANDARD NOT
MAINTAINED and how he will make things change, in a well known news
paper ,I allowed myself to express my frustration .

I hope my voice will be heard.

Racial Discrmination

2006-04-06T22:39:00.000-04:00

---------- Forwarded message ----------
From: Aligee55@aol.com <Aligee55@aol.com>
Date: Apr 5, 2006 8:24 AM
Subject: Racial Discrmination in the UAE.
To: jawad@alumni.washington.edu

Dr Rana Jawad Asghar

05 April 2006

Dear Rana

I would like to tell you about a very serious incident that took place
in United Arab Emirates. In May 2005 I wrote to the British Ambassador
to the UAE and the British Ambassador to Yemen. I told them my
concerns that I may be discriminated in Yemen and United Arab Emirates
because I am British citizen but of Somali decent. I got responses
from British embassy in Abu Dhabi stating we take any case of racism
and discrimination very seriously and we are committed to fight racism
anyway in world. The British Ambassador to Yemen sent me an
introduction letter. Please note its not an ambassador job to send me
an introduction letter but he did offer the letter to help me in case
I got into problems in Yemen I was very grateful.

In August 2005 I left London to travel to the United Arab Emirates and
The Yemen. I was racial discriminated and ethnically discriminated by
United Arab Emirates immigration official and the state owned airlines
Yemenia handily staff that work for the UAE government. They treat
White British citizen differently from Black British citizen from
Somali. People told me in past there is so much racism against
Somalis in Abu Dhabi airport.

(Racial discrimination laws state)

Racial discrimination happens when someone is treated less fairly
because of their race, colour, descent, national origin or ethnic
origin than someone of a different 'race' would be treated in a
similar situation. This is known as 'direct discrimination'

I was treated differently because of my ethnic origins because I am
British citizen but my birth place is in Cairo Egypt. I am British
Somali.

I report both incident and my fears came true sadly. I went to the
British Embassy in Abu Dhabi told them what has happened. I was
advised to make my complaint to his Royal Highness HE Sheikh Ahmed bin
Saif Al Nahyan, Chairman, Abu Dhabi Department of Civil Aviation. I
wrote to him and after 10 days I got two letters of apologies one from
department of immigration and other civil aviation authority. I was
happy with those results.

When I come back to London I wrote to my British Member of Parliament.
I told her what has happened and I don't want this to happen to anyone
else she wrote a letter to the Foreign & commonwealth office in London
to the Minister of State Dr. Kim Howells who deals with Middle East.

My member of parliament wrote back to me stating we have the
assurances from British the embassy in Abu Dhabi that United Arab
Emirates government are committed to fight any sort discrimination I
was so happy that I took my case to highest level of my government.

Then I found out two of my friends where also discriminated in United
Arab Emirates in Dubai airport it was ethnic discrimination. The UAE
government broke their assurances. I was deeply shocked and sad. I
became the official spokes person I have written to their Member's of
Parliament to bring this case to Foreign and commonwealth office.
Foreign and commonwealth office in London has stared an investigation,
and British embassy in Dubai, We are waiting for the results of this
investigation. My friends are British – Somalis we are from the former
British – Somaliland:

Yemenia airlines did an investigation they state it was the handily
staff in Abu Dhabi airport who made problems for you. Yemenia airlines
do not want to take any responsibility.

I am just fighting for my rights and equality I don't want to be
discriminated again in Arabian world just because of my race or ethnic
origins.

I have been fighting my case of 4 months now and the Foreign and
commonwealth office in London and the British Embassy in Dubai has
both been investigation this case. They have informed me that they
have sent two diplomatic letters nobody has respond back. They
reassure me they will press the UAE authorities to respond.

I have also taken my case to European Union My MEP for London has
taken up my case:

And in 8 weeks time I will bring my case to the British House of
commons to raise this case to the British Prima Minister and it will
be live on UK TV.

I think I am luck man because I have a powerful country and British
Embassies in UAE are also very powerful that will help me win my case.

I have read many of the people case in UAE I would to express my
concerns and how sorry how people has been tread in UAE.

I saw your web site today rana could you please add my comments. Could
you please forgive me in Written English I have dyslexia.

Yours sincerely

Mr. Madar:

Please Post this on your website

2006-03-28T22:57:00.000-05:00

---------- Forwarded message ----------
From: Vahid Shahidi <vshahidi@gmail.com>
Date: Mar 28, 2006 6:40 AM
Subject: Please Post this on your website
To: jawad@alumni.washington.edu

Dear Jawad,
This is a letter which I wrote to Emirate soffice in Sydney but they
Have not responded at all an whenever I call them they say that she is
out of the office.
I am a musician and I was about to have a concert in Bern during my
stay in Switzerland. Therefore I was carrying an instrument called
Setar which is a traditional Persian instrument. Setar is one of the
smallest and most sensitive musical instruments. Upon my previous
experiences with Emirates and also other airlines such as Malaysia
airline and also after reading the FAQ part of the Emirates official
website about the allowance of carrying musical instruments into the
cabin I was willing to carry the Setar with myself into the cabin.
Surprisingly, this time an Indian lady sitting behind one of Emirates
counters said that you can not take the instrument in the cabin and
you must check it in. I explained to her several times that this
instrument is so sensitive and if I check it in it will certainly
break. She insisted on this fact that it is the law and you can not
take it in the cabin. I said that I am always taking my instrument
even larger than this to the cabin with different airlines and if I
knew that you would not allow me to take it in I would have never
taken my instrument to the trip as it is so sensitive and also an
expensive one. I begged her to let me take it in as this Setar had a
lot of spiritual values aside of its financial value for me. She said
it is no problem if you check it in and if we put fragile stickers on
it, it will not get damaged. I said that even with fragile stickers it
will get damaged as the instrument is so sensitive and I knew that the
workers are not caring people at all, and Emirates' reputation means
nothing to them, they are just simple workers and they work for money.
She said no, there would be no problem and you will receive it fine.
Then I asked her to give me at least some protective case to cover it
or tell me where I can get it but again she said there is no need and
when they see that it is an instrument it would be better. I was
finally persuaded by her incorrect words and checked it in. They took
my Setar on a special carrying trolley and asked me to sign something.
I was so angry and stressful and I just signed it quickly. I thought
that it is a kind of signature which they will give my Setar at the
destination upon it. At Zurich airport I found out that the signature
meant that Emirates was not liable at all for the fragile item. I
think this is the most insulting way of behavior to a person, to force
him to do something and then to get a signature that you were happy to
be forced. At Zurich airport I found my instrument broken. It was
totally damaged from one side which made it useless. The covering case
was also damaged. I was really upset and angry as I knew it will break
but your staff deceived me with her countless promises. With a lot of
stress and persecution I made the responsible agent in Zurich to write
a report for my case. It is really a shame that to get your rights in
this world has to be this torturous and unpleasant in all cases, even
with huge companies with billions of dollars of capital like Emirates.
I liked Emirates for its convenience as I bought my ticket online with
no problem and a good price and I was praising it and willing to buy
all my tickets with Emirates but now the story has changed. I have no
trust in Emirates anymore and I will certainly advertise negatively
wherever I can unless Emirates does something worthy in order to
compensate at least in material terms which they can never compensate
for my emotional injuries. My concert in Bern was cancelled because of
this and I asked the authority to fax you an original statement
accordingly.

Travel woes

2006-03-07T21:26:00.000-05:00

---------- Forwarded message ----------
From: Jayaraman Hariharan <hjandjc@gmail.com>
Date: Mar 7, 2006 3:10 AM
Subject: Travel woes
To: jawad@alumni.washington.edu

My son booked his electronic ticket through Emirates website for
travel Newyork-Dubai-Chennai-Dubai-Newyork against booking reference
BHQGXF.

In Chennai he was told by the Emirates office that reconfirmation of
booking was not necessary. This was also confirmed through their
website.

However, while checking in for his return flight from Chennai, the
Emirates staff informed him that they are unable to retrieve his
reservation as it has been deleted from their system.

Upon showing them the copy of the e-ticket receipt / itinerary they
managed to find him a seat only for the Chennai-Dubai flight but not
beyond Dubai.

As they were not able to get him a seat in the connecting
Dubai-Newyork flight as per his original reservation he could be
accommodated only on the following day's flight through no fault of
his own. He was not given accommodation in Dubai and he had to stay
about 17 hours in the airport.

Because of the glitch in the Emirates computer system and the
uncooperative attitude of their staff in Chennai as well as in Dubai,
my son was forced not only to spend 17 hours in Dubai airport but also
miss a day's work.

Although Emirates in-flight service is excellent nothing complimentary
can be said about their customer service. They do not even have a link
or an email address at their website to post customers' grievance.

H.Jayaraman

bad experience continues

2006-03-05T20:23:00.000-05:00

---------- Forwarded message ----------
From: art <artward@dsl.pipex.com>
Date: Mar 5, 2006 3:33 PM
Subject: bad experience continues
To: jawad@alumni.washington.edu

I left an email here on January 7th 2006,regarding lost baggage,
inccurred cost and the blatant lying to me of emirates staff in Dubai
and one of their pursers.

I wrote a letter to Emirates shortly afterwards whose returned a reply
saying it would be investigated and that they would be in touch as
they take these matters seriously.

Well folks, that was in early January, two months later and not a word
from them. But I am not suprised by this based on their customer
relations record. If you dont push them they'll not bother, I met
another guy on the same flight whose luggage was also lost, he was
still fighting for compensation for a previous loss of diving
equipment, three month prior.

The most appalling customers service disaster of an airline I have
ever come across.

Unfortunately I have 70,000 air miles accumulated with them but I will
never, ever, fly them again, I'd rather go by cargo ship, at least I
could hold onto my luggage.

Thank goodness for sites like this were are complaints are at least
aired, as a warning and support for others

Art Ward

another sad Emirates lost luggage tale...

2006-03-05T10:05:00.000-05:00

---------- Forwarded message ----------
From: Sarah Lister <slister68@yahoo.co.uk>
Date: Mar 5, 2006 7:32 AM
Subject: another sad Emirates lost luggage tale...
To: jawad@alumni.washington.edu

Emirates airline lost my suitcase on 4 Feb on a flight between London
Gatwick and Dubai. Unfortunately it was not any old suitcase, but
contained all my wedding photos, wedding cards, jewellery I wore at my
wedding, a number of wedding presents and souvenirs from honeymoon.
The contents is obviously irreplaceable. I was returning to
Afghanistan where I work, after my wedding and honeymoon in UK.

The level of service in attempting to track this suitcase has been
absolutely appalling and beyond belief. Friends in UK and Dubai (the
latter works for another airline based in Dubai) contact Emirates
customer services in both countries almost every day. When they
eventually get past an answerphone, they consistently get the same
story, that the file has been closed because the other suitcase which
it was with was recovered after a week. Emirates promise to re-open
the file, but when my friends phone up again, it's the same story.
They never get to speak to the same person twice. Emirates don't seem
able to cope with the fact that there were TWO suitcases and only ONE
has been found. Is that so difficult? After a month, I am no further
forward.

The proper paper work has all been submitted, but I can't even get
information about compensation …the person is out of the
office/ill/blah blah blah.

Any hints about how to get through their appalling customer 'service'
to somebody who will take my problem seriously will be gratefully
received.

Emirates airlines

2006-02-28T20:53:00.000-05:00

---------- Forwarded message ----------
From: rameez M <rameez7m@hotmail.com>
Date: Feb 28, 2006 5:09 PM
Subject:
To: jawad@alumni.washington.edu

To Jawad,

I would firstly like to state that you are very negative about Emirates and
think that it should be given a chance to progress, which is already in the
process of.

My I say I may be half your age but I have flown Emirates more than the
hair's on your head. It is considered a very reputable airline and is the
most prestigious of the world. I've flown many airlines but they have not
been as memorable as my first emirates flight from BHX to DXB.

We will wait until Emirates starts to operate the new 45 Airbus A380's and
builds its own terminal for its loyal passengers at it's hub DXB. Then we
will see if Emirates gives it passenger a bad experience.

Remember: "Marhaba Al Imiraat"

Rameez

Reputation 2

2006-02-25T07:57:00.000-05:00

---------- Forwarded message ----------
From: M.Dounane <koal_panth@yahoo.com>
Date: Feb 25, 2006 6:26 AM
Subject: Re: Reputation
To: Jawad Asghar <jawad@alumni.washington.edu>

I just would like to say that my bag was found, and I received it last
Thursday, after exactly one month.
I was told by someone that Emirates had big problem in Dubai with
Baggage handling since last Christmas.

complaint of lost luggage

2006-02-23T23:22:00.000-05:00

---------- Forwarded message ----------
From: nitin suri <nitinstrand@yahoo.com>
Date: Feb 23, 2006 10:22 PM
Subject: complaint of lost luggage
To: jawad@alumni.washington.edu

I checked one sports handbag at Emirates Airlines at International
Dubai Airport on the date 24th December 2005.
The flight was scheduled to fly at 1430 hours from International Dubai
Airport instead it got delayed about 12 hours and it flew at 3 o'clock
next morning.
Next disaster awaited ahead at Heathrow International Airport, While I
arrived here my baggage did not. When I attempted to find out what had
happened to my bag, the Emirates Airlines attendant at the check-in
desk repeatedly insisted that all checked bags had been
removed from the airline and placed on the baggage claim conveyer belt.
My patience to be standing there and rolling from one authority to
another fetched me information much later that a few bags were missing
and that they would be aboard next flight thereby reaching very soon.
However, I was suggested to wait for next 15 days beyond that I could
understand it missing and claim likewise by fil! ling up a lost
baggage form. A report was lodged pertaining to the missing bag.
Responses in general were increasingly agitated, aggressive, and unhelpful.
Next comes a series of mental harassments of ringing the office every
time and finding a totally different answer from previous one having
no relation whatsoever from the other one.
Knitting the fragmentations what I gathered after 15 days was a
requirement to fill up a Claim Form and to wait another 15 days, which
I did promptly.
What is striking is that they corresponded to my address of India when
I clearly had mentioned my address in London.
And when I spoke to them to let be aware of it they called it mistake
however I was said to wait for next 21 days.
Now the letter that was issued to me at the address of India says that
a compensation of $ 140 would be granted to me while my belongings
should at least be worth of £ 1200.
The focal point is! that why I should suffer for the negligence and
mishandlings which occurred because of the staff of an airline I
travelled by.
Further to talks that I had with Mr Manmeet Hanspaal , a person in
authority I hereby add this complaint to draw your attention about the
downsides of the services which are unacceptable and makes an
experience unpleasant for a traveller.
Reference Number of Lost Baggage: EK LHR 22799
I look forward in anticipation to have a response in this regard.
My details to be contacted on this issue are given below:
Nitin Suri
0044-7832426595
nitinstrand@yahoomail.com
Park side , 41 Alexandra Gardens
Hounslow, Middlesex
United kingdom
TW3 4HT

Emirates Executives

2006-02-23T23:21:00.000-05:00

---------- Forwarded message ----------
From: Kurt Cobain <nirvanaor@yahoo.com>
Date: Feb 23, 2006 4:47 PM
Subject: Emirates Executives
To: jawad@alumni.washington.edu

I am still in the process of finding the email addresses of the people
so that I can send them an email.
I strongly believe that if enough people raise up the issue of the way
Emirates is handling its customers something will be done.

Not sure if you already have this info but was able to find some names
http://www.aviationnow.com/media/pdf/Major%20A.pdf

Still in the process of finding there email addresses.

By the way I have to say that there in flight service is much better
sompared to other airlines that I have travelled on .I think its there
pre flight (reservation/ticketing) and post flight (baggage etc)
services that sucks big time.

EMIRATES.

2006-02-23T23:19:00.000-05:00

---------- Forwarded message ----------
From: Eamon <eamonfitz@hotmail.com>
Date: Feb 23, 2006 11:12 AM
Subject: EMIRATES.
To: jawad@alumni.washington.edu

Im writing to everyone,just to tell you what did you enjoy as well on
emirates,remember that most of international and reputed airlines have
as well many problems ,there is no perfecteness on this earth,i always
fly emirates ,i enjoy my flights however sometimes i come across small
problems which is normal i believe,
we need to remember that emirates problems are less importance to
other majors europeens airlines,so be positive and try to look as well
at the lunch or dinner served onboard and not small cold sandwich that
we get on other airlines.