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Emirates & Qantas hook up to form a partnership

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Emirates & Qantas hook up to form a partnership

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 J

Edited: 06 October 2013, 16:59
Portland, Oregon
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11. Re: Emirates & Qantas hook up to form a partnership


When you tried online check in, did you use your Qantas reservation number (PNR) on the Qantas website? It may not have been, but it could be the issue here.

Very often (in fact most times) if you're flying a code share operated by another airline you need to do OLCI on the operating airline's website (in this case Emirates) and use the operating carrier's reservation number. Because the airlines have different reservation systems, there would also have been a (different) reservation number for Emirates to use on their site for OLCI. which you could/should have been able to get from Qantas.

That's not a QF/EK specific issue, as it happens with the vast majority of airlines that code share. And it's highly inconvenient. But that's the way these things work I'm afraid, and another hoop you have to jump through when flying code shares.

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12. Re: Emirates & Qantas hook up to form a partnership

thanks for this update

White Beach...
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13. Re: Emirates & Qantas hook up to form a partnership

When I recently checked in to an Emirates flight number with a Qantas booking, it was really straightforward. I went to the emirates site (aS it was an emirates plane) and enter the qantas reference number and was able to checkin without a problem. Also I think that all flights booked through qantas international fligths after a certain date have a 30kg allowance in line with emirates. Mine did and it was booked in March 2013.

UK, Mauritius
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14. Re: Emirates & Qantas hook up to form a partnership

You're right Jill - after a certain date all have 30kgs.

15. Re: Emirates & Qantas hook up to form a partnership

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