Dear Mr B747-437B,

Thank you for your e-mail message which was forwarded to us by our Skywards office on 10 May.

I regret to learn of the inconvenience you experienced due to the delayed departure of flight EK501, from Mumbai to Dubai, on 27 April 2010.

Our Daily Operations Report confirms the delay of 7 hours and 28 minutes due to a technical fault with the operating aircraft.

Although every effort is made to achieve on-time departures, which is an integral part of our product, there are occasions when flights are delayed due to circumstances beyond our control. Flights are only operated when our Engineers tell us that it is safe to do so. Emirates will never compromise on the safety of our passengers and crew.

I do agree that our passengers are inconvenienced when flights are delayed. Whilst we make every effort to transport passengers according to planned schedules, sometimes operational necessities/technical difficulties cause changes to these schedules. When this happens, we do our utmost to minimize passenger inconvenience.

Our Airport Services Manager in Mumbai confirms that all passengers were provided with refreshments and apology letters, and our Premium class passengers and Gold Skywards members were guided to our lounge.

I note that you were unhappy with our ground staff in Mumbai as they were unable to rebook you on the next flight, EK505, to Dubai departing at 9.45 am that same morning. May I kindly inform you that as the flight was booked to full capacity our staff were unable to transfer any passengers.

I am delighted to learn that you were happy with our lounge staff. Emirates places high priority on customer satisfaction and we are proud to have professional representatives who offer our passengers the highest standard of customer care. I will most certainly convey your appreciation to the staff member concerned so that they can be made aware that their efforts have not gone unnoticed.

Our Airport Services Manager in Dubai confirms that this delay caused you to miss your onward connecting flight EK787, to Accra on 27 April. Our reservation staff re-booked you on flight EK787 to Accra on 28 April, which you changed to EK787, on 29 April.

Please accept our sincere apologies as you did not receive your baggage on your arrival in Accra. Our records show that your baggage was inadvertently left behind in Dubai. I am pleased to know that your baggage was restored to you on 30 April. Therefore, as a gesture of goodwill, without prejudice or admission of liability, I am pleased to reimburse you the amount of AED 529.00 for the out of pocket expense you incurred due to your delayed baggage.

A cheque under separate cover will follow. In order for me to arrange for your cheque kindly confirm your preferred mailing address together with a telephone contact numbers quoting file reference MT/xxxxxxx.

Being a customer service orientated organisation, we are well aware of the importance of meeting our passengers' expectations and although we cannot change what has happened, I do hope that you will accept my apology, as it is intended, most sincerely.

Therefore, as a further gesture of goodwill, without prejudice or admission of liability, I am pleased to credit your Skywards account with 20,000 complimentary miles.

We do value your support as a Gold Skywards member and look forward to welcoming you on board our flights again soon.

Thank you for writing to us and allowing me to respond.

Yours sincerely,
XYZ
Customer Affairs