Sponsor Message:
Civil Aviation Forum
My Starred Topics | Profile | New Topic | Forum Index | Help | Search 
Bad Emirates Customer Service  
User currently offlineJs From Malta, joined Aug 2001, 110 posts, RR: 0
Posted (11 years 5 months 2 weeks 3 days 23 hours ago) and read 8658 times:

So my wife and I have been traveling on an all Emirates itinerary consisting of three legs with two stopovers. For the second leg we show up at the airport in Male 8 hours early and Emirates kindly accommodates us standby on a flight departing within two hours. We arrive in Dubai six hours ahead of schedule and have the opportunity to enjoy an additional evening and dinner there. Great!

Three days later when I call to reconfirm our final leg home, Emirates customer service tells me that our final leg "has been cancelled because we were no-shows on the MLE-DXB sector." Furthermore, "there is nothing more that can be done about this over the phone." I'm told "to bring the ticket receipts and boarding card receipts into an Emirates ticket office to prove that I traveled the sector on Emirates before our final flights will be reinstated." WTF???

Which means I wind up wasting two hours time and cab fare across Dubai to sort this out, just because the Emirates staff in Male who put us on the flight standby didn't update our booking record! After I explain the matter to the ticket office agent, our booking is reinstated, but I still have to raise a ruckus to get back the preferred seats that we had also been holding.

The thing that really bugs me is this. The Emirates staff that fixed the problem refused to acknowledge that this was the airlines fault, refused to offer us an apology and refused to be concerned in any way for our inconvenience. Instead she said, "Your booking has been reinstated. What more do you want?"

So am I wrong to expect more concern than I received? It's not like I was asking for a free ticket or an upgrade, just a courteous "I'm sorry" and maybe even an "I'll send a message to the station manager in Male to try and prevent this from happening again." Is this the kind of customer service that Emirates passengers receive when something doesn't go as planned?

28 replies: All unread, showing first 25:
User currently offlineA330 From Belgium, joined May 1999, 674 posts, RR: 7
Reply 1, posted (11 years 5 months 2 weeks 3 days 22 hours ago) and read 8542 times:

I think that you are overreacting mate...
Anyway, Please write a formal complaint to the customer department. The adress can be found on the Emirates website.


ps. when did you fly Malé-Dubai? Any Belgian on the flightdeck?  Wink/being sarcastic

User currently offlineJoKeR From Serbia, joined Nov 2004, 2289 posts, RR: 8
Reply 2, posted (11 years 5 months 2 weeks 3 days 22 hours ago) and read 8490 times:

I don't think that you are over-reacting, in fact, this happened to friends of our on a flight from Bangkok, they swore afterwards never to set foot in Emirates again.

Pretty much the same story, except they "overstayed their welcome" in Dubai, visa related, and had to pay Dhs 300 each because of the time it took to sort the mess out.

From a "top-notch" airline one would expect more ha? But then again, their service really is above average so, for me at least, it compensates for the bugs in their reservation system.

Kafa, čaj, šraf?
User currently offlineJacobin777 From United States of America, joined Sep 2004, 15375 posts, RR: 58
Reply 3, posted (11 years 5 months 2 weeks 3 days 21 hours ago) and read 8452 times:

while it didn't happen to me at DXB, I saw it happen to others.....I think if enough people complain, they will do something about it...

"Up the Irons!"
User currently offlineAvianceGirlUK From , joined Dec 1969, posts, RR:
Reply 4, posted (11 years 5 months 2 weeks 3 days 20 hours ago) and read 8352 times:

Yup.. same thing happened to me last Sep.. I had a ticket London-Dubai-Cochin. I wanted to go to Dubai a little earlier and then catch the same Dubai-Cochin sector with my family. So i flew a few days earlier having changed the 1st sector. When i arrived in Dubai for the second sector, i had been told it had been cancelled as i was a 'no show' for the London Dubai on the original date. I was Horrified! Well, after being put on standby and finally getting on i was releived but fuming with the girl in the ticket office who changed it and said it would be ok.
Well 2 weeks later when i came back home, I was informed my return journey wasnt confirmed as it had been completly cancelled and yet again i was on standby.. Yet again i was mortified. How could this have happened?? I flew on Emirates for gods sake and they were saying i was a no show?? I dont understand. Anyway that was a year ago and im over it, but i can completly sympathise with you.

User currently offlinePilotaydin From Turkey, joined Sep 2004, 2561 posts, RR: 48
Reply 5, posted (11 years 5 months 2 weeks 3 days 20 hours ago) and read 8310 times:

an airline should think through what a passenger goes through for such connecting flights. If the pax was travelling first class or business class etc, then perhaps it would be a different circumstance....

With the age of computers and networks, these things shouldn't be happening.

The only time there is too much fuel onboard, is when you're on fire!
User currently offlineDutchjet From Netherlands, joined Oct 2000, 7864 posts, RR: 56
Reply 6, posted (11 years 5 months 2 weeks 3 days 20 hours ago) and read 8288 times:

Its a good thing that you happened to call to reconfirm your return flight, your story could have gotten worse.

I happen to agree with you, EK should have apologized and shown you some consideration for your trouble. We all understand mistakes happen - and a simple apology and/or some sympathy for your situation would have certainly made you feel better and have cost the airline nothing. Its strange how some people in customer service forget that simple words like "we apologize" or "we are sorry for the inconvenice" do go a long way in resolving a situation.

No doubt EK in Male screwed up, but the bigger problem is the attitude of the agent that you dealt with in Dubai - its sad: you got on your flight, you got your preferred seats, and at the end, you are still an unhappy customer. I would advise EK of what happened, especially since it seems to have happened to other customers.......maybe agents are not properly trained to update flight information in situations like yours.

User currently offlineSoups From Ghana, joined Jun 2004, 3438 posts, RR: 13
Reply 7, posted (11 years 5 months 2 weeks 3 days 20 hours ago) and read 8276 times:

i missed a connection at DXB, EK said: sorry all flight are full for the next 21 days, i will reserve your seat for XX (22 days later) while i was just connecting in DXB! at the end they found a seat on a flight (next 24H) i was told to say a ridiculous amount to upgrade 'to a full fare economy' to guarantee my seat. Not even an apology, she said i have to find my way to my final destination

[Edited 2004-12-12 20:36:15]

Next destinations, Suarabaya, beirut, paris, Accra
User currently offlineAerofan From United States of America, joined Aug 2004, 1538 posts, RR: 2
Reply 8, posted (11 years 5 months 2 weeks 3 days 20 hours ago) and read 8242 times:

You did not over react- the least you should have received is an apology. The treatment you received is unacceptable! With emirates though, quite a few of their ground staff are contract workers, ie workers from a handling company. So customers service on the ground will not be one of their fortes.

User currently offlineJoKeR From Serbia, joined Nov 2004, 2289 posts, RR: 8
Reply 9, posted (11 years 5 months 2 weeks 3 days 19 hours ago) and read 8224 times:


Emirates always has at least one of its own employees at the airport they serve, so I can guarantee you that there were EK staff at hand at MLE.

From the various, previous posts in the forum, it really does appears that EK have sidelined service consistency in favour of massive expansion. I know a few people that have swore never to fly with them again. And these were very loyal passengers with a good few return flight per year.

Are they loosing their once good image already?

Kafa, čaj, šraf?
User currently offlineTrident2e From , joined Dec 1969, posts, RR:
Reply 10, posted (11 years 5 months 2 weeks 3 days 19 hours ago) and read 8195 times:

Seems like the only person who doesn't think this is a cause for concern is the current/former EK employee. Tells you a lot about them.

User currently offlineTonyBurr From United States of America, joined Mar 2001, 1111 posts, RR: 0
Reply 11, posted (11 years 5 months 2 weeks 3 days 15 hours ago) and read 8008 times:

Not an over reaction at all. They messed up and should own up. It is poor service and I am sorry to hear this about Emirates. I thought they were better then this.

User currently offlineA300 From United States of America, joined May 2004, 514 posts, RR: 0
Reply 12, posted (11 years 5 months 2 weeks 3 days 15 hours ago) and read 7964 times:
Support Airliners.net - become a First Class Member!

The in flight service on the THR-DXB-THR was terrible when I flew them last July. I have promised myself only to fly an Iranian airline on the sector. The problem is that EK is expanding too rapidly and the quality will suffer. I can only imagine what is going to happen when the 40+ A380s arrive.

Boland Aseman Jayegah Man Ast.
User currently offlineAirplanePeanut From United States of America, joined Mar 2004, 452 posts, RR: 0
Reply 13, posted (11 years 5 months 2 weeks 3 days 13 hours ago) and read 7826 times:

I dont know?

only if i could go to the emirates

User currently offlineEK345 From United States of America, joined Dec 2003, 172 posts, RR: 0
Reply 14, posted (11 years 5 months 2 weeks 3 days 12 hours ago) and read 7523 times:

Every airline has its problems. I am not making excuses and fully agree that in this case, Emirates was at fault, and the customer service agent should have offered an apology. However, I still think that there are instances where Emirates has gone out of its way to make someones journey more comfortable... but unfortunately we usually don't hear about the good things an airline does, only when they mess up do we hear these sort of complaints.


"and miles to go before I sleep..."
User currently offlineRichcandy From France, joined Aug 2001, 850 posts, RR: 0
Reply 15, posted (11 years 5 months 2 weeks 3 days 8 hours ago) and read 6912 times:


Last year I flew LHR-MAD-GIG & RTN as I was at LHR early I asked to be changed to an earlier flight. IB did this with out any problem but told me that If I did not call IB reservations in GIG when I arrived then my inbound would be cancelled. They would take it that I was a no show


User currently offlineBrightCedars From Belgium, joined Nov 2004, 1291 posts, RR: 2
Reply 16, posted (11 years 5 months 2 weeks 3 days 6 hours ago) and read 6599 times:

You're entitled to a word of apology.

See my signature: I reckon only CX & SQ as top quality airlines. EK just isn't in that league yet. In today's information age (and when it comes to airlines we're talking about a few decades of information history to build on), it is simply unacceptable for this to happen. In Richcandy's case at least he was warned of the proceedings.

I'm off to DXB end March and will be flying AF. Not that I wouldn't want to fly EK but I think they're so overrated and need maturing (great airlines are like good wine, it takes a history to build premium quality).

Next time I invite you to try flying QR. I hear they're really superior. I'll try to fly them myself asap. Maybe they'll join my signature after a while.

I want the European Union flag on airliners.net!
User currently offlineAviationwiz From United States of America, joined Apr 2004, 965 posts, RR: 3
Reply 17, posted (11 years 5 months 2 weeks 3 days 2 hours ago) and read 6136 times:

Your not overreacting one bit. They should have deeply apologized to you. Not that I would ever fly on EK anyway, but this sure doesn't help them get new customers.

Proudly from the Home of the Red Tail.
User currently offlineZaphod From United Arab Emirates, joined Feb 2004, 81 posts, RR: 0
Reply 18, posted (11 years 5 months 2 weeks 3 days ago) and read 5669 times:

Of course you deserve an apology. You must write to them and complain. I can assure you that complaints are taken seriously.

Yes, many people have had serious complaints to make and there are many others who have had a great time flying with EK (as my wife did today)

User currently offlineCMK10 From United States of America, joined Feb 2004, 513 posts, RR: 3
Reply 19, posted (11 years 5 months 2 weeks 2 days 17 hours ago) and read 5321 times:

Emirates seems to get a better rap than it deserves because of it's name and marketing campaign. I think we all saw a real look at the airline here: http://www.airliners.net/discussions/trip_reports/read.main/39053

"Traveling light is the only way to fly" - Eric Clapton
User currently offlineJoKeR From Serbia, joined Nov 2004, 2289 posts, RR: 8
Reply 20, posted (11 years 5 months 2 weeks 2 days 17 hours ago) and read 5285 times:


Sad but true, very true.

I really liked and appreciated Emirates and their efforts to rise towards the top, but in today's day and age, it really is hard to knock off the SQ's, CX's and BA's of this world, regardless of what we may actually think of them.

I personally believe that their biggest problem is their striving to be the biggest; biggest A380 order, biggest 777 fleet around, bla, bla, bla. But then again, who the hell cares when the service is becoming a joke, the standard is plummeting right infront of your eyes and when the billions spend on admittedly excellent advertising awakens the opposite response of: "oh yeah right" instead of the ultimate desire to be aboard one of their aircraft.

As I said on the top of this post, I still think that they will rise to the occasion, manage to scrape through their "mid-teenage life" crisis and get back on track.

If they don't, well that will be one of the most expensive Airline Management Degree lessons...

Kafa, čaj, šraf?
User currently offlineAviasian From Singapore, joined Jan 2001, 1490 posts, RR: 14
Reply 21, posted (11 years 5 months 1 week 6 days 7 hours ago) and read 5102 times:

Js: It is amazing that an airline staff could ask you "What more do you want?".

I guess what you want is a little courtesy and concern for a lapse in service - but that is too much to ask of this staff member.

I first flew EK in the early 1990s - and they were good, very good.

This year, I flew three sectors (BKK-DXB-BKK on A330s and DXB-LHR on B773s). On all three sectors, it was unconfortable (yes, on both aircraft types) and inflight service on all three sectors were consistently "indifferent". It was a case of "Our service today isn't great - and we don't care! We get you where you want, didn't we?" and like Js, I could almost imagined them asking "What more do you want?" if I had been audacious enough to comment on their indifference.

While waiting for EK's staff to sort out a reservation mess, I had the opportunity to sit in an EK airport office (long enough for the staff there to forget - or ignore - my presence). And soon, I begin to hear their staff members talk about passengers and their "unreasonable demands" and how they feel that airline staff deserve to be treated respectfully. I was there when the passenger who was being discussed had an exchange with the staff - the passenger was angry with the mess-up with his reservation (sounds familiar?) and was firm about wanting his booking as it appeared on his ticket but was not rude or disrespectful. He merely did not accept "I don't know" or "It's not my fault" as suitable answers.

I would like to believe that EK merely had bad days that co-incided with my travel dates and I have never shared these online. With the above posts, I am perhaps slightly more convinced that EK's service has somewhat slackened.

KC Sim

User currently offlineDABZF From Germany, joined Mar 2004, 1204 posts, RR: 0
Reply 22, posted (11 years 5 months 1 week 6 days 5 hours ago) and read 5053 times:

My ex-girlfriend had a similar experience with EK as well... no need to go any details. But I also have heard similar stories on other airlines.

I just wanted to ask a question:
Isn't it normal with all airlines (mostly economy tickets) that if you fly with any other flight than the one you are booked on, your onward legs will be automatically cancelled? Correct me if I'm wrong!?

In most cases this is printed in the "rules of travel" or something like this attached to the ticket or in case of a e-tix emailed to you - I don't know if EK has this!? I have a LH one in front of me and it is mentioned! Ok, given, it does not say specificially that if you go stand by on a earlier flight your reservation will be cancelled! Anyway, a standard passenger wouldn't think about it at all, that's for sure, so they should be informed that their onward bookings are cancelled and they should contact the tix-counter to re-confirm their onward flights. Definitely a complaint to EK... though my ex got only a standard letter back from them saying nothing more that pretty words!

When it comes to flying EK I have only "standard" or even good experiences with them. I flew 4 flights with them during last 2.5 years... twice 332 and once both 345 and 773 (all in Business-class).

""quote""And soon, I begin to hear their staff members talk about passengers and their "unreasonable demands" and how they feel that airline staff deserve to be treated respectfully""unquote"".... maybe that's the reason why I have got one of my best non-rev "treatment" from EK  Big grin

I would like to end by saying that I think it's sad how airlines just don't seem to care about their customer service... that should have the highest attention of every service company. Like already mentioned in this thread as well people only tends to remember when things go wrong and they choose their airline (or any other service) according to their good or bad memories. I have nothing bad (personally) to say about EK and would fly with them again but some people obviously wouldn't. There's also a lot of people loving SAS but I personally would never buy a ticket with them because of the way they have treated me earlier (both rev and non-rev)!

I like driving backwards in the fog cause it doesn't remind me of anything - Chris Cornell
User currently offlineAMS From United States of America, joined Aug 2003, 1693 posts, RR: 11
Reply 23, posted (11 years 5 months 1 week 6 days 4 hours ago) and read 5008 times:

As an Ex-employee of Emirates, I can confirm that these situations occur more then maybe on any other airline. One of the main reasons is that the CRS systems which EK is Using (MARS) has too many problems compared with other CRS systems. Even EK staff complained a lot about the frequent problems with the MARS system.


User currently offlineLufthansa747 From Philippines, joined May 1999, 3201 posts, RR: 32
Reply 24, posted (11 years 5 months 1 week 6 days 3 hours ago) and read 5000 times:

I would have been pretty angry in a similar situation... I fully expected this to happen when SQ (FRA-SIN-BKK) rebooked me onto TG (nonstop FRA-BKK), yet I had no problems whatsoever.

I have been changing my TG flights this fall a lot as well - never a problem.

Air Asia Super Elite, Cebu Pacific Titanium
25 UN_B732 : Not all pax are arrogant slobs--and I assume this A.netter wasn't. I think that the rules are superceded when the airline agrees to make a change for
26 Js : Well, after reading the above repsonses, I've taken the time to write a letter to Emirates explaining the situation. After all, what good does it do t
27 Ltbewr : It seemes to me that Emirates is growing way too fast for their management and computer systems. Instead of investing in aircraft, maybe they should g
28 Aerofan : Joke This may be so, but we all know that these reps are rarely around to deal with the real problems. But the long or short of it is that all workers
Top Of Page
Forum Index

This topic is archived and can not be replied to any more.

Printer friendly format

Similar topics:More similar topics...
AA-Bad Customer Service? posted Tue Nov 4 2003 23:53:26 by Boeingflying31
Bad Customer Service With British Airways posted Sun Dec 31 2000 14:10:43 by Pjack
Alaska Has Bad Customer Service posted Sun Apr 30 2000 17:56:21 by RWally
JetBlue Customer Service Question posted Tue Nov 14 2006 14:54:28 by Positiverate
AC Customer Service posted Fri Nov 10 2006 20:54:11 by Tcxdegsy
Top-Notch Customer Service From Qantas posted Tue Oct 31 2006 20:33:13 by Axio
Customer Service Agents posted Wed Oct 25 2006 01:54:58 by RedTailDTW
Excellent Customer Service From CX posted Mon Oct 16 2006 08:02:20 by Brenintw
Positive NWA Customer Service Story posted Tue Sep 26 2006 02:06:21 by Falstaff
Northwest Gives Up On Customer Service (IMO) posted Wed Sep 6 2006 18:54:13 by 747hogg