Emirates Customer Service Conversation Thread Ref Flight ICN-DXB
Dec 12, 2012, 4:57 am
#1
Original Poster
Join Date: Mar 2011
Location: Karachi, Pakistan
Programs: EK, US
Posts: 17
Emirates Customer Service Conversation Thread Ref Flight ICN-DXB
EMIRATES RESPONSE TO A BROKEN SEAT ON DXB-ICN FLIGHT
__________
customer.affairs@
Dec 6 (6 days ago)
Our Ref No:
06 December 2012
By e-mail:
Dear Mr wzafar,
Thank you for your e-mail message of 20 November2012, in connection to flight EK323, from Seoul to Dubai, on 20 November 2012.
I regret to learn of the inconvenience you have described onboard the above flight.
At Emirates we place a great deal of emphasis on the high standard of in-flight service and facilities provided to passengers.
Having reviewed the flight records, it is possible this was an intermittent fault; as unfortunately, I was unable to locate a report completed by the Flight Purser pertaining to the seat allocated to you (43H). I have also taken the liberty of checking the technical log book for flights prior to and directly after this flight, and nothing has been logged as defective for this seat.
I regret if the option to change your seat was not offered by the crew, as there were several spare seats available in the Economy class cabin. Nevertheless, your detailed feedback and comments has been conveyed to our Aircraft Engineers.
May I respectfully suggest that if ever you are unhappy with any aspect of our onboard service that you request the help of the Purser on board at the time of the incident. The Purser is the person in charge of all the cabin crew on the flight and will be pleased to do all possible to assist, and will also log an official report for our records.
Being a customer service orientated organisation, we are well aware of the importance of meeting and exceeding our passengers' requirements and expectations. I do hope we can leave you with a more positive impression on your future flights with us.
Thank you for allowing me to respond. We appreciate your support as a Skywards member and look forward to welcoming you on-board our flights again soon.
Yours sincerely,
Emirates Customer Affairs
__________
customer.affairs@
Dec 6 (6 days ago)
Our Ref No:
06 December 2012
By e-mail:
Dear Mr wzafar,
Thank you for your e-mail message of 20 November2012, in connection to flight EK323, from Seoul to Dubai, on 20 November 2012.
I regret to learn of the inconvenience you have described onboard the above flight.
At Emirates we place a great deal of emphasis on the high standard of in-flight service and facilities provided to passengers.
Having reviewed the flight records, it is possible this was an intermittent fault; as unfortunately, I was unable to locate a report completed by the Flight Purser pertaining to the seat allocated to you (43H). I have also taken the liberty of checking the technical log book for flights prior to and directly after this flight, and nothing has been logged as defective for this seat.
I regret if the option to change your seat was not offered by the crew, as there were several spare seats available in the Economy class cabin. Nevertheless, your detailed feedback and comments has been conveyed to our Aircraft Engineers.
May I respectfully suggest that if ever you are unhappy with any aspect of our onboard service that you request the help of the Purser on board at the time of the incident. The Purser is the person in charge of all the cabin crew on the flight and will be pleased to do all possible to assist, and will also log an official report for our records.
Being a customer service orientated organisation, we are well aware of the importance of meeting and exceeding our passengers' requirements and expectations. I do hope we can leave you with a more positive impression on your future flights with us.
Thank you for allowing me to respond. We appreciate your support as a Skywards member and look forward to welcoming you on-board our flights again soon.
Yours sincerely,
Emirates Customer Affairs
Last edited by eightblack; Dec 12, 2012 at 5:55 am Reason: Removed personal details of both FT member and EK staff member
Dec 12, 2012, 9:00 am
#3
Join Date: Dec 2012
Location: Lahore, Pakistan.
Programs: Qatar Privilege Club Gold, Emirates Skywards Blue, Qantas Platinum
Posts: 4
Hello Zafar,
Basically you were brushed off by the customer service department of Emirates. You should write back and let them know. Is there a manual for flying passenger to know who to contact if the on-board flight crew does not pays attention to your request? Is there any guidlien given to customer what to expect of the Emirates cabin crew and if anyone is under performing who to report etc. Its typical brush off. Once should get a discount voucher a Free upgrade for their inconvenience.
Masood
Basically you were brushed off by the customer service department of Emirates. You should write back and let them know. Is there a manual for flying passenger to know who to contact if the on-board flight crew does not pays attention to your request? Is there any guidlien given to customer what to expect of the Emirates cabin crew and if anyone is under performing who to report etc. Its typical brush off. Once should get a discount voucher a Free upgrade for their inconvenience.
Masood
Dec 12, 2012, 1:53 pm
#4
Join Date: Oct 2008
Programs: Star GOLD, EK SIlver
Posts: 94
Hello Zafar,
Basically you were brushed off by the customer service department of Emirates. You should write back and let them know. Is there a manual for flying passenger to know who to contact if the on-board flight crew does not pays attention to your request? Is there any guidlien given to customer what to expect of the Emirates cabin crew and if anyone is under performing who to report etc. Its typical brush off. Once should get a discount voucher a Free upgrade for their inconvenience.
Masood
Basically you were brushed off by the customer service department of Emirates. You should write back and let them know. Is there a manual for flying passenger to know who to contact if the on-board flight crew does not pays attention to your request? Is there any guidlien given to customer what to expect of the Emirates cabin crew and if anyone is under performing who to report etc. Its typical brush off. Once should get a discount voucher a Free upgrade for their inconvenience.
Masood
Dec 12, 2012, 2:53 pm
#5
Join Date: Jun 2012
Location: 30,000ft
Programs: EK, BA, EY, SQ, IHG, HH, SPG
Posts: 670
Emirates Customer Service Conversation Thread Ref Flight ICN-DXB
It does sound a little odd and seems that customer service answer is tongue in cheek more or less saying why didn't you just change your seat? That is what most people would have done. Can't imagine for a moment the cabin crew, purser or not, wouldn't have told you that. You will need to be more creative to sponge a freebie off them I think.
Dec 13, 2012, 2:17 pm
#6
Join Date: Jun 2012
Location: Scotland, Spain
Programs: Skywards Gold, Amex Plat, SkyTeam Silver
Posts: 1,165
It does sound a little odd and seems that customer service answer is tongue in cheek more or less saying why didn't you just change your seat? That is what most people would have done. Can't imagine for a moment the cabin crew, purser or not, wouldn't have told you that. You will need to be more creative to sponge a freebie off them I think.
Dec 15, 2012, 4:35 am
#8
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,597
The response seems to be reasonably thought out
It mentions that there were other seats in the same cabin and
that no report of a faulty seat had been made
When noticing the fault, did you report it to a member of cabin crew? if not, then the question would be why not
If you did report it, then I would write back accordingly , though it seems odd that a faulty seat being reported would not be logged
It mentions that there were other seats in the same cabin and
that no report of a faulty seat had been made
When noticing the fault, did you report it to a member of cabin crew? if not, then the question would be why not
If you did report it, then I would write back accordingly , though it seems odd that a faulty seat being reported would not be logged
Dec 15, 2012, 3:01 pm
#9
Join Date: Jun 2007
Location: London
Programs: BA Gold, EK Gold, GF Silver, IC Royal Ambass, Marriott Gold, TK Elite
Posts: 902
Seems a reasonable response.
You actually got a response which is more than some airlines would do these days ( thinking of Iberia). Secondly someone actually bothered to address your issue rather than roll out the standard apologies for inconvenience and look forward to seeing you again letter.
Why didn't you just ask to change seats if there was space in the cabin? Maybe if there was not an alternative solution you may have had few miles put in your EK account but it seems you were not forced to tolerate that seat.
You actually got a response which is more than some airlines would do these days ( thinking of Iberia). Secondly someone actually bothered to address your issue rather than roll out the standard apologies for inconvenience and look forward to seeing you again letter.
Why didn't you just ask to change seats if there was space in the cabin? Maybe if there was not an alternative solution you may have had few miles put in your EK account but it seems you were not forced to tolerate that seat.
Dec 16, 2012, 4:14 am
#10
Join Date: Jun 2012
Location: 30,000ft
Programs: EK, BA, EY, SQ, IHG, HH, SPG
Posts: 670
Emirates Customer Service Conversation Thread Ref Flight ICN-DXB
Am surprised you bothered to complain and am equally surprised (and impressed) that emirates bothered to reply. Complete non issue solved with minimal common sense.
Dec 16, 2012, 4:38 am
#11
Join Date: Aug 2000
Location: Exile
Posts: 15,656
Wow, the reaction from the EK apologists here is quite shocking.
It should not be the passenger's responsibility to point out defective seats to the crew, nor to relocate themselves in case of receiving a faulty product. Emirates was contracted to provide a properly functional seat to the passenger and they failed to do so.
It should not be the passenger's responsibility to point out defective seats to the crew, nor to relocate themselves in case of receiving a faulty product. Emirates was contracted to provide a properly functional seat to the passenger and they failed to do so.
Dec 16, 2012, 9:56 am
#13
Join Date: Oct 2008
Programs: Star GOLD, EK SIlver
Posts: 94
Wow, the reaction from the EK apologists here is quite shocking.
It should not be the passenger's responsibility to point out defective seats to the crew, nor to relocate themselves in case of receiving a faulty product. Emirates was contracted to provide a properly functional seat to the passenger and they failed to do so.
It should not be the passenger's responsibility to point out defective seats to the crew, nor to relocate themselves in case of receiving a faulty product. Emirates was contracted to provide a properly functional seat to the passenger and they failed to do so.
Last edited by eightblack; Dec 23, 2012 at 7:17 am Reason: Removed "inference" to race. Not really appropriate
Dec 16, 2012, 12:16 pm
#14
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,597
Wow, the reaction from the EK apologists here is quite shocking.
It should not be the passenger's responsibility to point out defective seats to the crew, nor to relocate themselves in case of receiving a faulty product. Emirates was contracted to provide a properly functional seat to the passenger and they failed to do so.
It should not be the passenger's responsibility to point out defective seats to the crew, nor to relocate themselves in case of receiving a faulty product. Emirates was contracted to provide a properly functional seat to the passenger and they failed to do so.
Yes, Emirates should provide a functioning seat, but that doesn't mean that crew onboard should be psychic and guess that a seat has a problem
Dec 16, 2012, 2:14 pm
#15
Join Date: Jun 2012
Location: 30,000ft
Programs: EK, BA, EY, SQ, IHG, HH, SPG
Posts: 670
Emirates Customer Service Conversation Thread Ref Flight ICN-DXB
I can only apologise for recommending the use of common sense and having a dim view of freeloaders who ultimately cost me money.