Early this year we missed an Emirates business class flight to Singapore from Perth, Australia because their pre-booked chauffeur service failed to materialise.
Emirates Customer Services Department in England recommended paying for a local taxi service and reclaiming the fare on our return to England. In spite of the taxi driver's best efforts we missed the gate closure time by 5 mins and were refused access to the flight, which was operated by Qantas.
The Emirates Perth Customer Services Agent confirmed that the problem was theirs and, after offering to put us on the following days flight, finally booked us onto a Singapore Airlines flight leaving 6 or more hours after our missed flight.
Because our onward journey from Perth had had to be re-booked the chauffeur service element for Singapore was erroneously cancelled by the Emirates Perth Customer Services Agent. We discovered this on arrival in Singapore and again had to pay for our hotel transfer.
Not wanting to be caught out again by chauffeur no-shows we phoned Emirates Customer Services Department in Singapore. They recommended phoning Mumbai??? which we did. That call lasted 50 mins but at least the remaining pick-ups and flights were all confirmed. A Customer Services Supervisor confirmed their mistakes and the fact that we could reclaim our out-of-pocket expenses and would be entitled to compensation.
The rest of the trip went to plan.
Within days of our return we made a claim to Emirates for compensation. They have offered us just the cost of the phone call to Mumbai and 10,000 Skyward points - no out-of-pocket expenses or compensation. This is in spite of us sending them recordings of 3 phone conversations with them concerning the chauffeur services, all made prior to our departure for the first leg of the trip to Australia.
Surely, at least the fact that they re-booked us on a flight from Perth with a rival airline was an acceptance by them of their liability.
They are now lying about the conversations. What can we do?