I submitted a complaint to Emirates Airlines in October last year and I haven't heard anything from them. Despite me chasing their UK Office, South African Office and their head office in Dubai. I have only ever got "Head Office are dealing with your complaint" email back from the UK office and the South African office but I have not once received anything back from Head office.
I was even told by the UK office it takes up to 40 odd days to reply to a complaint. and now we are at the end of January I am at my last tether. I know these guys probably get a high volume of complaint but an acknowledgement would be nice from there head office.
First off, let me say I don't usually complain about much, if I do it's usually under breathe and basically what happened on my trip was this, they were all small things that culmenated into a horrible expierence with them.
the flight to South Africa from the UK envolves a stop over in Dubai. The first flight was great, had spare seats, it was a great experience. The 2nd flight was not so good. Only ruined by by one small thing. I wanted an extra pillow as I don't sleep well on flights and the arm rest dig into my sides when you try make your self comfortable. I pushed the air hostess button, I had no repsonce or even acknowledgement from any of the airhostess's taht the button was pushed. So I would push it again every 10 minutes or so. To be fair they were busy doing what they do, however after an hour of nothing I eventually ahd to lean over everyone in my row and put my arm out to stop and airhostess. Needless to say I was not impressed. But i let it go as I was about to start my holiday
The Holiday was great. I saw my family and my new nephew so I was in high spirit's when I was about to leave
Then Emirates stepped in
My girlfriend and I tried to book our seats on line 24 hours in advance, like we usually did. And we weren't allowed to book our seats for the 2nd flight due to a technical fault. I was annoyed but I accepted it as being one of those things and thought we would be able to do it at the airport. When we got to the airport we found out that other people were able to book there seats and we couldn't so we hadn't had a fair chance to get the seats we wanted. If they weren't available it would have been fine but we hadn't had a chance to even try and get them. The people at the airport weren't very helpful saying that we would have to speak to the peopl in Dubai as it was the 2nd flight and had nothing to do with South African office. Which was annoying as we had a short stop over and had no time to get through security and go find the help desk only to go through the whole thing again and then board our flight. Anyway we went on and left and got to dubai and got on that flight. While on that flight the service was just as bad as the service we had recieved so far. Needing to get water was a pain for them and they ran out of the meal I wanted to name a few incodents.
Our torments did not end when we landed either. Upon arrival we discovered my girlfriend's bag had been broken into. Fortunately nothing was taken.
All these things just added up to one big issue with them and I decided to write them a letter of complaint. It took about 3 days to find the complaint departments contact deatil, adding to my frustration.
I wrote them an email to all three offices, hoping my letter would be answered. The UK office were very un friendly and said it takes up to 40 odd day for a letter to be answered. Which is rediculous in it's own right, when it should only take a few days I feel, The Head office in the UAE has never once replied or acknowledged any of the emails I ahve sent them. There only saviong grace was the South African Office who have been very friendly and have been very appologetic and have said that the head office in the UAE are the only ones who could help
All I wanted from them was a responce and an appolgy. Now that we have gone to the stage where we are now I want more. You pay alot of money to fly somewhere and someone like Emirates pride them selves on being a top end airline and I have not had top airline service.
If anyone knows how I can take this further and raise it to the next level I would be most grateful. I know my complaints are petty and small but I'm sure you would all agree that if you were in my shoes you would probably do the same thing.
Regards
Stephen
Emirates Customer complaint
12 posts • Page 1 of 2 • 1, 2
by flyer on Sat Jan 26, 2008 12:08 pm
ok so to summarise, you had to grab the attention of an air hostess before you got your extra pillow. The seat allocation system had technical difficulties when you tried to prebook your seats. Your hold luggage was security checked. Shocking.
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by garethforster on Thu Feb 14, 2008 21:26 pm
Emirates are an excellent airline. If your looking for better service than you received, I would suggest you book tickets in business class next time!
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by kettlemole on Wed Feb 27, 2008 13:28 pm
I made the same journey with Emirates (London to SA via Dubai, and back) last August, and whilst the flight was fine, their customer service was atrocious.
They lost our baggage for a week both on the way there and the way back and we had to make several costly mobile phone calls to their offices to get them to track it down. I have written several letters of complaint - asking for a refund of our phone bill, but for now they have washed their hands of the problem.
I would advise persevering though if you still think they have a case to answer.
They lost our baggage for a week both on the way there and the way back and we had to make several costly mobile phone calls to their offices to get them to track it down. I have written several letters of complaint - asking for a refund of our phone bill, but for now they have washed their hands of the problem.
I would advise persevering though if you still think they have a case to answer.
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by US_guy on Thu Feb 28, 2008 17:00 pm
I have flown many airlins and Emirates flight attendent look as if they are anoyed at the job, I am talking about six different attendents i met in diffet instances, all were in a bad mood. Further they lost my baggaige and when i called the number they gave which is a dubai phone, the person has only one answer, listened to to my case for thirty seconds and kept saying "I cant help you right now" and hung up. I badly wanted to speak back and they stopped answering the phone. My guess was it was stupid of me to expect care from people who do not know jack about customer care. So that was the last time i flew Emirated and will not be flying again and adviced my family and friends to avoid.
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by Kolia1969 on Mon Mar 31, 2008 15:33 pm
Booking Business Class does not guarantee any better level of service I'm afraid!
Emirates lost my bag on a flight from Heathrow to Mumbai via Dubai. It was 2.30 am and as I had my first business meeting in 6 hours I asked if they could provide me with a toiletry pack which I didn't think was an unreasonable request but seemed to amuse the Emirates girl behind the lost luggage desk. I was not informed of my compensation rights but was told to fill out a customs declaration and sent on my way (toiletry bag less).
Having not heard anything from Emirates for a day and a half (the hotel were unable to get any answers from the Emirates office either), I fought my way through the Mumbai traffic to go back to the airport to get an update. Told to fill out yet another form I was dismayed to be told that they had �no idea where my luggage was but that was a good thing because it usually turns up'! To be honest I'd have been happier if they told me my bag was in Alaska as at least I'd have known it had been found.
Three and a half days later and five hours before I took an early morning flight to Bangalore (having brought yet more clothes,) my luggage finally appeared. My joy was short lived however as I realised my bag had been forced open and resealed with an Emirates security tag. At no point did the Emirates employees in India ask me to provide them with a key so they (or customs) could open my bag. Of course they didn't break the padlock which could be replaced but physically broke into the bag ruining it. As nothing was stolen and the contents didn't even look disturbed I doubt this act of destruction had been done by the baggage handlers.
One could put the above down to bad luck and poorly trained staff in Mumbai, however my return trip did not go well either.
Starting from Bangalore I was travelling with a couple of business clients who checked in directly in front of me. When I got to the desk I asked to sit next to them and was assured that I was. On boarding the flight however it turned out I was literally at the other end of the cabin sitting on the seat that gets served last.
This became obvious when I and the chap sitting next to me tried to order the lamb from the menu and were told they had none left. It appeared that my neighbour had been denied his menu choice on his flight to India as well so we were both pretty vocal in our complaints to the air stewardesses, where on 2 lamb dinners were provided�. cold! As well as our re warmed dinners we also got a visit from the chief stewardess who in a very condescending tone asked us if our dinners were now hot enough.
When I got to Dubai I did raise all my complaints with the lounges duty manager and he did upgrade us to the 1st class lounge (not that much better than the business lounge to be honest). He also filled out a complaints form but as yet I've heard nothing from Emirates.
A lot of my staff regularly fly from India to the UK and I certainly won't be encouraging them to fly Emirates!
Nick Wilde
Emirates lost my bag on a flight from Heathrow to Mumbai via Dubai. It was 2.30 am and as I had my first business meeting in 6 hours I asked if they could provide me with a toiletry pack which I didn't think was an unreasonable request but seemed to amuse the Emirates girl behind the lost luggage desk. I was not informed of my compensation rights but was told to fill out a customs declaration and sent on my way (toiletry bag less).
Having not heard anything from Emirates for a day and a half (the hotel were unable to get any answers from the Emirates office either), I fought my way through the Mumbai traffic to go back to the airport to get an update. Told to fill out yet another form I was dismayed to be told that they had �no idea where my luggage was but that was a good thing because it usually turns up'! To be honest I'd have been happier if they told me my bag was in Alaska as at least I'd have known it had been found.
Three and a half days later and five hours before I took an early morning flight to Bangalore (having brought yet more clothes,) my luggage finally appeared. My joy was short lived however as I realised my bag had been forced open and resealed with an Emirates security tag. At no point did the Emirates employees in India ask me to provide them with a key so they (or customs) could open my bag. Of course they didn't break the padlock which could be replaced but physically broke into the bag ruining it. As nothing was stolen and the contents didn't even look disturbed I doubt this act of destruction had been done by the baggage handlers.
One could put the above down to bad luck and poorly trained staff in Mumbai, however my return trip did not go well either.
Starting from Bangalore I was travelling with a couple of business clients who checked in directly in front of me. When I got to the desk I asked to sit next to them and was assured that I was. On boarding the flight however it turned out I was literally at the other end of the cabin sitting on the seat that gets served last.
This became obvious when I and the chap sitting next to me tried to order the lamb from the menu and were told they had none left. It appeared that my neighbour had been denied his menu choice on his flight to India as well so we were both pretty vocal in our complaints to the air stewardesses, where on 2 lamb dinners were provided�. cold! As well as our re warmed dinners we also got a visit from the chief stewardess who in a very condescending tone asked us if our dinners were now hot enough.
When I got to Dubai I did raise all my complaints with the lounges duty manager and he did upgrade us to the 1st class lounge (not that much better than the business lounge to be honest). He also filled out a complaints form but as yet I've heard nothing from Emirates.
A lot of my staff regularly fly from India to the UK and I certainly won't be encouraging them to fly Emirates!
Nick Wilde
- Kolia1969
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by council on Wed Apr 30, 2008 12:13 pm
My son was recently on a flight from Johannesburg to Heathrow via Dubai with Emirates and on arrival at Heathrow was told his baggage had been lost (along with 30 other peoples). After a couple of days I rang them to see what was happening and was told they would call me back but this did not happen so I rang again only to be told that it had been sent to Gatwick and it would be sent out via courier.
A week later and still no baggage - yet another phone call or two and they said they would look into the matter.
Two days later I called again only to be told they would look at the computer to see what had happened and surprise, surprise it had been sent back to Heathrow and then on to Stanstead. They then contacted Stanstead and were told it could not be located at present and they would send it on if found, as yet no bag has been sent to us.
After this I telephoned Emirates on the number given but only got an answerphone. Since then I have been given other numbers and after about 4 goes I was able to speak to someone. I have also sent emails requesting a baggage inventory form and an explanation into what the situation is regarding my son's lost luggage and although I am aware they have received these I still have no response.
Have you had any joy yet? if so please let me know how it was resolved.
Regards
Ann
A week later and still no baggage - yet another phone call or two and they said they would look into the matter.
Two days later I called again only to be told they would look at the computer to see what had happened and surprise, surprise it had been sent back to Heathrow and then on to Stanstead. They then contacted Stanstead and were told it could not be located at present and they would send it on if found, as yet no bag has been sent to us.
After this I telephoned Emirates on the number given but only got an answerphone. Since then I have been given other numbers and after about 4 goes I was able to speak to someone. I have also sent emails requesting a baggage inventory form and an explanation into what the situation is regarding my son's lost luggage and although I am aware they have received these I still have no response.
Have you had any joy yet? if so please let me know how it was resolved.
Regards
Ann
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by sammy_2008 on Mon Jun 30, 2008 12:17 pm
Our Ref: DXB/X/AB/040608/6617328
30 June 2008
Mr Venkat Subramaniam
xxxxxxxxxxxxxxx
NIGERIA
Dear Mr Subramaniam,
Thank you for outlining your concerns in a Passenger Feedback Form on 24 May 2008.
I further refer to your e-mail message of 09 June.
On behalf of Emirates, I would like to apologise to you for the unfortunate technical problems which you experienced with the In-flight Entertainment System on flight EK 784 from Lagos to Dubai on 24 May. I wish to assure you that Emirates places a great deal of emphasis on the high standard of in-flight service and the facilities that are provided to passengers, and I am truly sorry that we have been unable to meet your expectations on this occasion.
Despite efforts by the cabin crew to rectify the problems, they are somewhat limited in their abilities with technical faults of this nature. The entertainment system is quite complex and required, on this occasion, the expertise of trained and qualified engineers. The matter was brought to the attention of our Engineers and the defect has since been put right.
Although every effort is made to ensure availability and serviceability of the in-flight entertainment and communication system, Emirates cannot accept liability for the system or any part of the system being unavailable or inoperative.
According to our records our ground staff in Lagos advised you before boarding the aircraft that the seat allocated to you was experiencing some technical difficulties, which could not be repaired on ground in Lagos . And unfortunately, the flight was fully booked and no spare seat was available.
As you still chose to travel, efforts were made to reset the seat's entertainment system manually, however, the problem persisted.
Detailed reports have been completed by the Purser and the Senior Cabin Crew member onboard. These reports detail the situation and the way your behaviour escalated to a point that the Captain was forced to request Emirates security and Dubai local authorities to meet the aircraft upon arrival.
Mr Subramaniam, whilst I appreciate your disappointment with the situation, I must point out that verbal abuse is not acceptable. The cabin crew concerned endeavoured to rectify the position for you, however, I regret that we did not meet your requirements and expectations on this occasion.
Thank you for writing and for allowing me to address your concerns.
Yours sincerely,
[ Name removed for legal reasons by Mod John]
Customer Affairs
could anyone suggest to me is anyone mad to abuse cabin crew. Does anyone trust that cabin crew will speak truth and accept their mistakes. Are we mad to pay for our ticket which includes all the in flight facilties and be denied of certain facilities. You can see the attitude of Emirates which I want to reproduce here again
"Although every effort is made to ensure availability and serviceability of the in-flight entertainment and communication system, Emirates cannot accept liability for the system or any part of the system being unavailable or inoperative."
If this their attitude then why should we use emirate airlines. Can anyone help me to proceed further in respect of above.
venkat_s35@yahoo.com
30 June 2008
Mr Venkat Subramaniam
xxxxxxxxxxxxxxx
NIGERIA
Dear Mr Subramaniam,
Thank you for outlining your concerns in a Passenger Feedback Form on 24 May 2008.
I further refer to your e-mail message of 09 June.
On behalf of Emirates, I would like to apologise to you for the unfortunate technical problems which you experienced with the In-flight Entertainment System on flight EK 784 from Lagos to Dubai on 24 May. I wish to assure you that Emirates places a great deal of emphasis on the high standard of in-flight service and the facilities that are provided to passengers, and I am truly sorry that we have been unable to meet your expectations on this occasion.
Despite efforts by the cabin crew to rectify the problems, they are somewhat limited in their abilities with technical faults of this nature. The entertainment system is quite complex and required, on this occasion, the expertise of trained and qualified engineers. The matter was brought to the attention of our Engineers and the defect has since been put right.
Although every effort is made to ensure availability and serviceability of the in-flight entertainment and communication system, Emirates cannot accept liability for the system or any part of the system being unavailable or inoperative.
According to our records our ground staff in Lagos advised you before boarding the aircraft that the seat allocated to you was experiencing some technical difficulties, which could not be repaired on ground in Lagos . And unfortunately, the flight was fully booked and no spare seat was available.
As you still chose to travel, efforts were made to reset the seat's entertainment system manually, however, the problem persisted.
Detailed reports have been completed by the Purser and the Senior Cabin Crew member onboard. These reports detail the situation and the way your behaviour escalated to a point that the Captain was forced to request Emirates security and Dubai local authorities to meet the aircraft upon arrival.
Mr Subramaniam, whilst I appreciate your disappointment with the situation, I must point out that verbal abuse is not acceptable. The cabin crew concerned endeavoured to rectify the position for you, however, I regret that we did not meet your requirements and expectations on this occasion.
Thank you for writing and for allowing me to address your concerns.
Yours sincerely,
[ Name removed for legal reasons by Mod John]
Customer Affairs
could anyone suggest to me is anyone mad to abuse cabin crew. Does anyone trust that cabin crew will speak truth and accept their mistakes. Are we mad to pay for our ticket which includes all the in flight facilties and be denied of certain facilities. You can see the attitude of Emirates which I want to reproduce here again
"Although every effort is made to ensure availability and serviceability of the in-flight entertainment and communication system, Emirates cannot accept liability for the system or any part of the system being unavailable or inoperative."
If this their attitude then why should we use emirate airlines. Can anyone help me to proceed further in respect of above.
venkat_s35@yahoo.com
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by bigalla on Mon Jul 07, 2008 18:09 pm
Just read slord182 tale of woe, unbelievable.If this is all you have to complain about it's a bad job.What do you expect from an airline , personal one on one service, book first class in future.Agree wholeheartedly with the other 2 guy's responses.Get over it.
Alan northumberland
Alan northumberland
- bigalla
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by hugebettyswollocks on Mon Jul 28, 2008 23:48 pm
Hi, you will be pleased to hear that Emirates have a shocking reputation in dealing with complaints.
You cant complain in on the phone, everyting has to go via email to customer affairs. Then all you get is an automated reply. Iam 2 months into my complaint and have just emailed them telling them lam going to consumer affairs, ombudsman, today tonight and any newspaper willing to listen!
Briefly my complaint was, l booked online seats 6 months in advance to go Bridbane-Dubai-Glasgow, then return.
We never got the seats we booked, as we did the online check in 24hrs in advance our seats had been given to someone else.
On the return flight, after just been married we were allocated 1 seat at the front of economy and 1 at the back!! We asked the man who was in my seat l should of had if he would move from his isle seat to my window, but he refused saying at check-in he asked for that seat and it was given to him!!
So if you want a seat dont bother booking online as it wont happen, you need to turn up 4 hrs before hand and get it at chek-in!!
You cant complain in on the phone, everyting has to go via email to customer affairs. Then all you get is an automated reply. Iam 2 months into my complaint and have just emailed them telling them lam going to consumer affairs, ombudsman, today tonight and any newspaper willing to listen!
Briefly my complaint was, l booked online seats 6 months in advance to go Bridbane-Dubai-Glasgow, then return.
We never got the seats we booked, as we did the online check in 24hrs in advance our seats had been given to someone else.
On the return flight, after just been married we were allocated 1 seat at the front of economy and 1 at the back!! We asked the man who was in my seat l should of had if he would move from his isle seat to my window, but he refused saying at check-in he asked for that seat and it was given to him!!
So if you want a seat dont bother booking online as it wont happen, you need to turn up 4 hrs before hand and get it at chek-in!!
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