Emirates Flight Delay

Poppy29

02/04/15 On arrival @ CPT check-in I was asked if I would be willing to give up my seat on flight EK771 as flight was over booked. I accepted this as it meant I could have another 24hrs with my sister who had been recovering from major surgery.The fact that I was offered a free return flight any time in the next year was also attractive but not as important as my time with sister. Was told to hang about & come back to check in just before gate was due to close for confirmation (approx @ 1800 hrs) Upon my return was told that I was flying and when I asked about my connecting flight was told not to worry everything was under control !!!! and was rushed through to departure to eventually get on my flight. Towards end of flight from CPT was advised flight for GLA now leaving @820hrs from gate C but for connecting passengers not to worry arrangements had been made.
Arrived in DXB @ 0800hrs on the 03/04/15 there was a delay in bus arriving at terminal of which no-one was even interested enough to advise why.Inside terminal I asked about my flight and was told I was too late gate was closing. The ONLY member of ground staff that was of any help pointed me in the direction of Emirates check in desk and told me to ask for a meal voucher. The female on the desk first told me I could fly out later that day but to come back @ 12 noon. When I returned the female on the desk said I was not booked to go a flight home that day and had to join the queue on other side. She was in no way interested in helping anyone that had a problem in fact no-one was. However I was not on my own as there was other passengers in same predicament as myself. I took a photograph of the said queue as tempers were starting to rise as we had been standing for over 2-3 hrs. Two official looking men turned up and I was ignored when I asked what was happening. Eventually another man (poss manager)turned up, was not very clear with instructions, but he wanted people with boarding passes but no accommodation to follow him. he then booked approx 26 rooms in a hotel about 25min from airport and transport to take us but this was also a shambles. There were not enough buses booked for the amount of passengers and to crown it all rooms at the hotel were not ready for us as the cleaners were in (late afternoon)so we had to wait another couple of hours. We were given a buffet snack to pass the time. The first bed in my room was obviously not fresh but as I had been walking round DXB airport being sent from pillar to post and fortunately there was another bed which I could use which was clean. Hotel staff ordered me a car to take me back to airport as all other people had earlier flights than me.
No-one on check in desks are interested in passengers with problems, lack of training no-one knows what they are doing. At one point I even had a someone else's boarding pass.
Would appreciate this complaint being given PRIORITY
My overall experience with Emirates was horrendous to say the least. I only used Emirates as I was told you were the best, but I will never use you again if I can help it. Flights were ok but ground staff leave a bitter taste in my mouth. I'm 60 travelling on my own and had always wanted to visit Dubai but now I don't care if I ever see it again. Really ruined my holiday. By the time I got to the Hotel that was booked for us I was very tired, stressed and distressed having walked about the airport for over 5 hrs and being given the run around by ground staff.
I enjoyed my time in CPT but my journey home but it was all ruined by Emirates not being able to cope with holiday weekend flights, crowds, delays for whatever reason etc.
I should have been back in the UK just after 1235 on 03/04 but instead it was 2200 hrs on 04/04(34hrs later). I should have been given some kind of priority should I not?
My fellow passengers travelling to Tokyo, England, Lusaka also felt the same way.

Reply from Emirates

I am very sorry for any inconvenience caused by the late arrival of your re-booked flight EK771 on the 02nd April from Cape Town to Dubai. Our records indicate that the inbound flight was delayed from Dubai due to operational reasons which meant your flight departed later than scheduled.
Although every effort is made to adhere to scheduled departure times, which is an integral part of our product, regrettably there are occasions when flights are delayed due to unforeseen circumstances.
This regrettably resulted in you missing your onward connecting flight and with this, you were re-booked onto the next available flight from Dubai to Glasgow, the EK25 on the 4th April.
Furthermore, I have noted your comments with the way you felt you were handled in Dubai and I am truly sorry that you feel that the situation could have been handled more efficiently. We thank you for your valuable feedback which we have now passed on to the relevant Management team.
Please rest assured that we do take all passenger feedback seriously and we will continue to seek this from our customers so that we can make improvements, and offer the highest standard of service that our customers have come to expect of Emirates.
It is certainly not our intention to have dissatisfied customers and with this in mind, I would welcome the opportunity to restore your faith in Emirates Airline. Therefore, I have taken the liberty to credit your Skywards account with 35,000 Skywards points which, I hope you will accept in the spirit this is intended.
Thank you for taking the time and trouble to contact to us and for the benefit of your feedback, and once again, please accept my sincerest apology for any dissatisfaction felt.

Would anyone out there accept 3500 Skywards Points (can only be used in skywards account value of less than £50.)
Can anyone advise who I would contact as my next step in complaint ? I have rejected this offer as it was the first, but been told that is all i'm getting.:mad:

Caz3121

Poppy29 wrote: »

Would anyone out there accept 3500 Skywards Points (can only be used in skywards account value of less than £50.)
Can anyone advise who I would contact as my next step in complaint ? I have rejected this offer as it was the first, but been told that is all i'm getting.:mad:

If that is all they are offering your option is to take it or leave it
EU261 does not apply as this was outside the EU on a non-EU airline

fifeken

I've travelled with Emirates several times over the last few years and had a few delays, including overnight. I've always had good service, but that's not to say they get it right every time.

Is it 35,000 miles or 3,500?

35,000 miles seems more like what they would offer, and for me it would be acceptable, but I would get use of them and would get much more than £50 of value from them.

You may be different depending on your flying habits.