Emirate Airlines - booked flight - payment of taxes not made within seven days of booking - all frequent flyer points used were cancelled by Emirate Airlines

Emirate Airlines - booked flight - payment of taxes not made within seven days of booking - all frequent flyer points used were cancelled by Emirate Airlines

Emirate Airlines

When in June last year (2003) we received a letter from Emirates Airlines informing us that a total of 64,000 of our frequent flyer points would expire on 30th September.

I made a booking for 2 return flights Melbourne/Auckland in November and was given a booking number and told a form for authorisation of credit card details would be sent by post to enable us to pay the appropriate taxes, BUT NO MENTION OF TIME LIMITS.

When we had received no communication by 20th September I again called Emirates and asked if the booking could be deferred until March this year, they said this would be OK and we could keep the same booking number and again details would be sent by post.

AGAIN NO MENTION OF TIME LIMITS. As it is now only three weeks before our flights to New Zealand and we had received no communication I again called Emirates for flight details and what should I do about payment of taxes, as I knew they would have to be paid before the tickets were issued, only to be told as payment of taxes had not been made within seven days of making the booking, all frequent

flyer points had been cancelled.

I accept that non-delivery of mail (twice?) may not be the fault of Emirates customer service, the fact that the seven day time limit, no doubt hidden somewhere in small print, was not mentioned on either occasion when

bookings were made, could provide a convenient way to avoid honoring frequent flyer credits.

Although we have found Emirates service both at their terminals and in flight to be excellent the above experience is not what we would have expected from their customer service. Peter W

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