Avoid Emirates
#1
Member
Thread Starter
Joined: Apr 2005
Posts: 80
Avoid Emirates
We emigrated to NZ in Feb 2006. We flew Emirates from London Gatwick via Dubai and Sydney and landed in Christchurch.
After take off Debs discovered the seat of her pants were soaking wet. On further investigation it was discovered that the seat was wet with someone else`s urine !!!( from the previous flight I suppose) There were no empty seats so staff arranged for her to sit on blankets for the 6 hour flight to Dubai. Futile gestures of wine, playing cards and cheese were offered as compensation!!On arrival at Dubai the purser did not even want to speak to us. We were in Dubai for over an hour and no arrangements were made for her to shower or help with obtaining fresh underwear. Luckily she had a pair of jeans in her hand luggage. She ended up having to buy Mens`s underwear in Dubai airport to wear.
When boarding the plane to Christchurch the staff had no idea of what had happened. No one had done a thing which suprised me as Dubai is meant to be the HQ of Emirates. As far as Emirates were concerned "oh dear " !!
As soon as we arrrived in NZ we drafted a letter to Emirates to complain. After 3 replies from 3 different members of staff I am so angry and upset about their TOTAL LACK OF CUSTOMER SERVICE. They basically have told us it was OUR FAULT that we did not enquire at Dubai for help!! To be fair they have offered Debs an upgrade on her next (??) Emirates flight within the next year but as we have told them 4 times we have just emigrated and therefore are not planning ( or can afford ) an international flight. Please dont think this is just about compensation but Emirates ,who pride themselves on their Customer Service ,are just a bunch of hypocrites who can do nothing but pass the buck. It has taken 5 MONTHS for them to tell us ITS NOT THIER FAULT !!
Am I wrong ???
Taff ( not very happy !!! )
After take off Debs discovered the seat of her pants were soaking wet. On further investigation it was discovered that the seat was wet with someone else`s urine !!!( from the previous flight I suppose) There were no empty seats so staff arranged for her to sit on blankets for the 6 hour flight to Dubai. Futile gestures of wine, playing cards and cheese were offered as compensation!!On arrival at Dubai the purser did not even want to speak to us. We were in Dubai for over an hour and no arrangements were made for her to shower or help with obtaining fresh underwear. Luckily she had a pair of jeans in her hand luggage. She ended up having to buy Mens`s underwear in Dubai airport to wear.
When boarding the plane to Christchurch the staff had no idea of what had happened. No one had done a thing which suprised me as Dubai is meant to be the HQ of Emirates. As far as Emirates were concerned "oh dear " !!
As soon as we arrrived in NZ we drafted a letter to Emirates to complain. After 3 replies from 3 different members of staff I am so angry and upset about their TOTAL LACK OF CUSTOMER SERVICE. They basically have told us it was OUR FAULT that we did not enquire at Dubai for help!! To be fair they have offered Debs an upgrade on her next (??) Emirates flight within the next year but as we have told them 4 times we have just emigrated and therefore are not planning ( or can afford ) an international flight. Please dont think this is just about compensation but Emirates ,who pride themselves on their Customer Service ,are just a bunch of hypocrites who can do nothing but pass the buck. It has taken 5 MONTHS for them to tell us ITS NOT THIER FAULT !!
Am I wrong ???
Taff ( not very happy !!! )
#2
Re: Avoid Emirates
Taff,
Speak to CASA, their blurb is as follows...
They also have a branch in Aus
Failing that e-mail Patrick Brannelly he's Vice President: Passenger Communications & Visual Services
Good luck
Speak to CASA, their blurb is as follows...
Customer Affairs & Service Audit (CASA) consists of three specific sections, Customer Relations (Arab Community), Customer Relations (Worldwide) and Service Audit. CASA’s main objective is to win back customer loyalty from customers who have experienced customer dissatisfaction with our products and services throughout the Emirates/DNATA Group. By effective service recovery CASA can regain customer loyalty and dissuade customers utilizing competitor products.
CASA operates normal business hours:
0700-1530 hrs Saturday - Tuesday and
0700-1500 hrs Wednesday.
You can contact us by: Phone : +971 4 203 3611
Fax : +971 4 295 5162
Mail : P.O. Box 686, Dubai, UAE
CASA operates normal business hours:
0700-1530 hrs Saturday - Tuesday and
0700-1500 hrs Wednesday.
You can contact us by: Phone : +971 4 203 3611
Fax : +971 4 295 5162
Mail : P.O. Box 686, Dubai, UAE
They also have a branch in Aus
Handles complaints, compliments, baggage claims and miscellaneous.
Level 9
257 Collins Street
Melbourne VIC 3000
Tel (61) 3 96670068
Fax (61) 3 96670086
Level 9
257 Collins Street
Melbourne VIC 3000
Tel (61) 3 96670068
Fax (61) 3 96670086
Good luck
#3
Member
Thread Starter
Joined: Apr 2005
Posts: 80
Re: Avoid Emirates
Thanks for that,
I will be pursuing this matter to the full.
Taff
I will be pursuing this matter to the full.
Taff
#4
Forum Regular
Joined: Jan 2006
Posts: 127
Re: Avoid Emirates
Really sorry for you, must have been awful, must say we flew with Emirates and found them absolutely fantastic, by far the best airline we have ever used, and we have used a few, hope you get it sorted out!!
#5
Just Joined
Joined: May 2006
Posts: 10
Re: Avoid Emirates
You should forget complaining to the airline - they've clearly shown that their customer service is crap. if I were you, I'd try and get the media interested in your story....
#6
Re: Avoid Emirates
Originally Posted by Joanna1
You should forget complaining to the airline - they've clearly shown that their customer service is crap. if I were you, I'd try and get the media interested in your story....
Why not contact all the other leading airlines - perhaps someone could think up a decent add to "take the piss".
imagine the queue going through customs - all those flying Emirates join this queue. Whats the queue for you ask - its for your customised sanitary towel free with every seat.
Try the english papers as well - not that I read ones like the Sun but bet they would have a field day.
#7
Re: Avoid Emirates
Originally Posted by Joanna1
You should forget complaining to the airline - they've clearly shown that their customer service is crap. if I were you, I'd try and get the media interested in your story....
Try News of the World or The Sun etc... www.aubi06.dsl.pipex.com
OT: Emirates are to sponsor Arsenal FC next season
#8
BE Forum Addict
Joined: Jul 2004
Location: Adelaide
Posts: 1,090
Re: Avoid Emirates
Originally Posted by asiatic
Newspapers in the UK love this kind of story - toilet humour etc.
Try News of the World or The Sun etc... www.aubi06.dsl.pipex.com
OT: Emirates are to sponsor Arsenal FC next season
Try News of the World or The Sun etc... www.aubi06.dsl.pipex.com
OT: Emirates are to sponsor Arsenal FC next season
Quite agree with you about emirates. My little one was very sick all the way from Dubai to Oz last year. We seemed to become invisible to all the crew - no one came to us - we always had to go to them and physically get bags, blankets etc and vice versa. They were great at taking kids photos etc .Don't get me wrong, I didn't expect them to do it for me, but a bit of help wouldn't have gone amiss. I always judge an air company the way they treat children - emirates gets nought of ten - could do much much better!!!!!
#9
Re: Avoid Emirates
Originally Posted by Nick11
I always judge an air company the way they treat children - emirates gets nought of ten - could do much much better!!!!!
After flying hundreds of thousands of miles with BA in the Junior Jet Club and again in my working life as an executive club member, they are not an airline of choice for us as a family flying long haul. I feel really sad in saying this as I'm sure I'm not imagining how good the cabin crew used to be. Within Europe we use them as I don't expect much, but smiles and happy crew are the start of a good holiday in my opinion. In fact I just thought what a shame it was for the children as they were so excited to be going on a big plane so far away to visit Grandma for Christmas and we couldn't have asked for better behaviour either. Their loss!
#10
#11
Forum Regular
Joined: Feb 2006
Location: ex Katikati, Omokoroa now Mildenhall UK :-(, 12 days and counting till we are back in NZ!!
Posts: 68
Re: Avoid Emirates
We flew Singapore over Christmas and they were superb. After 10 hours in the air on the way to Singapore form Heathrow, our youngest was very sick and the stewardess' were really helpful and accomodating
We are emigrating in October this year and i wouldn't consider another airline
they are also the cheapest :-)
tease
We are emigrating in October this year and i wouldn't consider another airline
they are also the cheapest :-)
tease