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Emirates
alice_kate_2
Posts: 196 Forumite
Hi,
We had an awful experience with Emirates last year (flight cancellation, 12 hour stopover instead of 2, no notice of cancellation of flight, no hotel offered for stopover even though it should have been).
Anyway, we met another couple and we both the lodged the same complaint with Emirates.
The other couple were awarded compensation in the form of skywards miles and Emirate profusely apologised for any inconvenience.
We were offered no compensation and told it was out of Emirates control due to ash cloud.
How can they treat the exact same complaint totally differently? We have a copy of the response sent to the other couple and it's the exact same Customer Advisor that responded :mad:
I replied highlighting that I was aware their complaint had been upheld and they responded basically ignoring what I had said. I have replied again once again highlighting that they upheld the other complaint for the exact same reasons on the exact same flight so just awaiting response, although I doubt I'll get any different response.
They're based in Dubai so not covered by any EU stuff.
Does anyone know what I can do from here, if anything??
Just can't believe that the customer service is so awful!!
We had an awful experience with Emirates last year (flight cancellation, 12 hour stopover instead of 2, no notice of cancellation of flight, no hotel offered for stopover even though it should have been).
Anyway, we met another couple and we both the lodged the same complaint with Emirates.
The other couple were awarded compensation in the form of skywards miles and Emirate profusely apologised for any inconvenience.
We were offered no compensation and told it was out of Emirates control due to ash cloud.
How can they treat the exact same complaint totally differently? We have a copy of the response sent to the other couple and it's the exact same Customer Advisor that responded :mad:
I replied highlighting that I was aware their complaint had been upheld and they responded basically ignoring what I had said. I have replied again once again highlighting that they upheld the other complaint for the exact same reasons on the exact same flight so just awaiting response, although I doubt I'll get any different response.
They're based in Dubai so not covered by any EU stuff.
Does anyone know what I can do from here, if anything??
Just can't believe that the customer service is so awful!!
0
Comments
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Where was the 2015 ash cloud?0
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PeacefulWaters wrote: »Where was the 2015 ash cloud?
It was November in Bali - although they admitted they resumed normal operation from 16th November and our flight wasn't until 27th.
They cancelled it due to it being empty which is what they told the other couple - "sometimes our flight schedule changes for commercial reasons" whereas they told me they were operating normally on 16th but our flight 11 days later was cancelled due to the ash cloud? Doesn't make sense!
Even if it was due to the ash cloud how can they give two totally different answers to effectively the same complaint?!0 -
alice_kate wrote: ». . . . how can they give two totally different answers to effectively the same complaint?!
Maybe the others were status members in Skywards, their frequent flyer program.
Maybe the advisor had dished out their quota of compensation for the week.
Appeal to them on Twitter/Facebook as adverse publicity sometimes gets their attention.0 -
Maybe the others were status members in Skywards, their frequent flyer program.
Maybe the advisor had dished out their quota of compensation for the week.
Appeal to them on Twitter/Facebook as adverse publicity sometimes gets their attention.
They weren't in frequent flyer, I do think it's highly likely they've reached their quota!
It's not even about the compensation it's more the principle, as they got sky miles which you have to spend with Emirates anyway so Emirates would still have made money. They've been totally dismissive! It really has put me off using them again!
Will try social media route, thanks!0 -
Just a quick update, they are point blank refusing to respond to anything now! Awful customer service0
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