its been an absolute nightmare trying to offer feedback to Emirates who have teamed up with Qantas on a return flight from UK to Dubai recently(which incidentally we booked 7 months ago from the UK as a surprise trip for our daughters birthday) we wanted it to be a special occaison as we had planned this trip a year ago. hmm its certainly one which we wont forget in a hurry.
It started with us arriving for passenger check in at Dubai when going back home to the UK only to be told we had less than 50% chance of flying and seats where not confirmed - "Sorry"? i said, I just booked this ticket several months ago and we have to get back to school etc, it should be all ok. In fact the staff were so condecending and patrionisng which i did not expect (as i have flown with them before and its been a good airline.) ,however we where told to go and argue our case else where in the arport which we had no clue as people who will know Dubai will also know Dubai is a massive airport and as tourists we thought - where? We where told that one reason was because we had not checked in on line. i argued that "excuse me nowadays we dont have to go through this process, however i did tell her i actually tried to check in last night and the web links did not go forward - the link would not take us forward to confirm our seats so i explained if you guys have merged etc then you should sort that technical I.T fault out and that was ther fault plus i was told why have i got two flight numbers (e ticket showed one was for qantas and one was emirates) i even showed her the print out of from the Qantas "trying to book in on line" which i luckily printed out the night before.
i have to say the stress of not being able to get back home for various reason and there total attitude. smirkng to colleagues and then being further bullied by another of their colleagues , who was called over to support the staff really spoilt the ending to a great holiday.
it did not stop there! we had exact luggage allowance on this flight we were allowwed 23kg so one bag had 21 and the other 24 yet they made a fuss about the fact that we should move the 1 kg to the other bag. i asked for a customer feedback form. when i got back tot he UK i fed back to emirates who informed me that i had to feed back to Qantas! as it was there agreement that all feedback would be directed to them. oh my god! i thought they can they even give me the correct complaint feedback form in the first instance? excuse me but if they have become partners in the first instance then why are there two ways of feeding back?? in my view this is just passing the buck. clealry they had overbooked too many people to ravel on that flight and if they had explained that there may have been a different shcool of thought. yet we where made to feel as if it was our fault. you think that if they have become partners they would have one policy for all their proceedures not just make them up as they go along. i was so annoyed at this , but i kept calm and fed back to Qantas, a reply arrived the next day only to say that i need to feed back to emirates as it had nothing to do with them....................ha ha!
this bat and ball game has not ended as i really feel that no one is listening to me and i been left to think that they are incompedent in their professional attitude and this brushing of behaviour has left me annoyed.
Mrs JEdited: 06 October 2013, 16:59