CUSTOMER COMPLAINT/ NO REPLY?

Dear Sir/Madam@ Emirates Airlines,

I emailed this complaint last week. I am very surprised to not even gain a response?

I am recording all my emails, I would like to receive a response upon my complaint, I find it even more frustrating that after being treated with such disregard during our flights, that when I file a complaint I do not even receive a reply.

I would greatly appreciate your response on the matter below.

Yours Sincerely,

Richard Wheeler

We recently flew with Emirates airlines and was severely disappointed with how we were treated, I will list a brief as possible, decisive email of my experience:

We unfortunately traveled without my India visa from USA to India, via Dubai. I was not informed on boarding either plane that a visa was needed, how ever I am to understand this is my responsibility. I visited the customer affairs office in Dubai upon our rejection from India and prompt return to Dubai to explain the situation, to see if we could purchase new tickets and change our final return date.

Emma Quai was the Emirates staff member who addressed this situation. Within a brief conversation I was attacked by her accusing me of being I quote ‘Typical of the English and their Imperialistic ignorance’ following an explanation that we no longer have global dominance. I was called directly ‘ignorant’ without reason and very unfairly as I never mentioned England or any form of Imperialism, I live in America. After asking her why she is attacking me without any relevance of conversation or situation? she stood up panicked after realizing her actions, walked out without an apology.

I walked next door with my girlfriend and changed our return date from 29TH December to 8th january. We were told the ticket has been requested, please call us on 2nd Jan or visit Emirates Ticketing to confirm our seats, the ticket change is in the system, we were issued a reference number.

I call 9am Monday providing the supplied reference number, my girlfriend’s ticket was confirmed however strangely they had no record of both myself or my ticket change? I was informed that it is company policy if you do not turn up for a flight you lose your ticket, there is nothing Emirates will do, and they have no record of my ticket change? I changed both my girlfriends and my ticket together, Additionally paid for these tickets, how does my ticket ‘vanish’?

On the 4th I arrive into Emirates office in Bombay India to discuss where my ticket has gone? They inform me I never called on the January 2nd and therefore lost my ticket?

I inform them when I called they did not know who I was and the reference number was not valid, thus the frustration is apparent. Now they know about the ticket change we made?

I contact Arrow Travel whom I purchased the tickets from originally for both myself and my girlfriend, they call Emirates NY (USA) Emirates confirm with Arrow travel our ticket is in the system, it is confirmed on the 8th as originally requested, I am given another reference number to confirm this. When I enter Emirates office again they inform me this reference number is not in the system and again I have no flight.

I contact Arrow travel again, Emirates confirm my ticket is indeed there and confirmed.

Next day I go to Emirates, again they tell me I do not exist, it is now the day of the flight. They offer no help, only to put me on standby but expressed that I am certainly not a priority and it is a busy flight.

I fly to Dubai on a new tickets from Cathay Pacific as I lose hope with Emirates.. We arrive on the 8th for the flight to NY. My girlfriend is offered her seat, AGAIN I do not exist in the system refused entry on the flight.

We are forced to cancel my girlfriends ticket, 2 days later we find a seat on Emirates airlines to finally return home to NY.

Emirates prides themselves on customer service and are keen to improve their service, I was very satisfied on my journey onboard the service was exceptional, it is extremely unfortunate that once on the ground the service was ‘cruel’ for lack of a better word.

The experience consumed every day of my vacation, and entirely ruined it, and added great expense. Both my girlfriend and I are extremely upset and surprised at how we were treated, I have never experienced such horrible treatment before.

I am looking for a full refund of both our tickets as our trip was entirely ruined, we spent a fortune on hotels and cancelled flights within India as we could not travel as every day we were spending our time trying to correct this situation. An additional incentive to travel with Emirates again would not be a bad suggestion to repair our confidence and maintain 2 good customers.

Yours sincerely,

Richard Wheeler

Aneta Bartos