Emirates ombudsman?

ontheroadagain2017

Does anyone know of the ombudsman or who/how to get a policy complaint escalated? My husband and I flew from Khartoum to Heathrow with our bicycles at the end of March. We were told we could fly with 2x 23kg baggage each and that if our bikes were within the dimensions stated on their policy, they would have free passage. When we got to check in we were charged for oversized baggage despite them falling within the policy measurements and told we could reclaim it in a complaint. The 1st complaint resulted in the policy being quoted at me. All subsequent communication went to the same customer service advisor who never escalated my complaint despite me asking multiple times. He then closed the complaint without my agreement. I have contacted the CAA but they only deal with flight delays and lost baggage. They told me to contact citizens advice but I can’t see that being of any help. Any ideas? Thanks. 

Alan_Bowen

There is no Ombudsman for airline complaints, I have to admit I would be very surprised if bicycles did fall within the usual baggage size limits unless they folded and then the weight would stake up a considerable amount of your 23Kg allowance anyway. Was it the airline that told you that you could fly with bikes in the first place, if so, did you keep a record of his or her name, without this, if the policy is clear I think you are in some difficulty

ontheroadagain2017

Yes we have records of the original policy and all emails back and forth.