I really have read this very carefully.
And I also should say that I am NOT an EK fanboy who thinks they can do no wrong. However I haven't had any major issues with them on service delivery on my flights to and fro OZ. That doesn't mean I am particularly tolerant but I do enjoy travelling/flying so tend to be in smiley mode on my journeys. And people generally respond to that, other than those who think I might have something wrong with me!.
Originally Posted by
PG Monkey
FAs seemed stressed and edgy & unusually weren't addressing passengers by name, instead using "Sir/Madam" and pointing the direction of the seat. This wasn't an issue for me but it was odd.
I am not sure why you mentioned this as it was not an issue for you. There isn't anything odd here..I have had personalised greetings as well as Sir/Madam. Some airlines save personal greetings for passengers with status with the airline. It has no impact on me one way or the other, they are only reading a name off a ticket or form
Originally Posted by
PG Monkey
As passengers boarded (I was already seated), one FA was walking towards the front of the aircraft whilst a passenger was walking towards the rear. She told him to, "get out of the way please." He seemed taken aback and simply moved into a seat row to let her past. Why couldn't the FA have done this and let him pass by?
With respect, maybe she was in a hurry, perhaps she was urgently needed at the front of the aircraft? She asked using the "please" word. Again as this had no impact upon you I am not sure why it is mentioned. "He seemed taken aback"......Hmmmmm. Is it your place to make a complaint based upon how someone else "seemed"?
Originally Posted by
PG Monkey
On previous flights, a hot towel and water/grape juice drink were served prior to take off. I asked a passing FA (the one from the previous paragraph) if I could get some water. She said drinks would be served to all passengers before take off. Those drinks (and the hot towels) never materialised.
Other experienced EK flyers have indicated that this is a route specific service. So hardly a complaint unless it is about EK corporate policy.
Originally Posted by
PG Monkey
Speaking of call buttons, passengers pressed them but nobody ever came.
In all my travels I have never pressed a call button on a plane but I doubt that ignoring them is an EK Cabin Crew unique trait. See Purser point below.
Originally Posted by
PG Monkey
Nobody came to collect the trays for over an hour after everyone had finished.
This is to me where the crew lacked. However, I have been on non-EK flights where my tray and I looked like we were bonded for the whole journey. As I result I have got up and taken the trays back to the galley with a "you are obviously busy".....it also provided an opportunity to get my wine glass topped up. I have had others passengers then copy me doing this, passing the problem back to where it belongs, the less than attentive cabin crew!
And it is for such incidents, including the call buttons not being answered, services you expect not being delivered, you seek out the Purser, the onboard crew boss and have a word. You ask for the Purser and if he/she doesn't show up, you can go and find him/her. That is how things get sorted straight away, rather than being allowed to fester. And if they cannot be sorted to your satisfaction then at least there is a record of your complaint(s).
Originally Posted by
PG Monkey
There wasn't any post-meal tea/coffee as on previous flights. T
When disembarking, there were two FAs at the exit. On previous Emirates flights they'd made eye contact & thanked us for flying/wished us well/etc. but these two were completely blank faced and there was no interaction whatsoever with departing passengers that I could see.
I have no idea about the coffee, again I would have gone to the galley.
Originally Posted by
PG Monkey
Every large organisation will have staff who are incompetent/aren't bothered, but Emirates should have mechanisms for motivating/disciplining/dismissing such staff. They could have easily restored my confidence with a better response. I got the message that they didn't care about the flight experience, they didn't care that I felt hard done by and they didn't care that I wasn't happy with their "I ain't bovvered" response.
Since this flight, I've not booked with Emirates and frankly won't do so unless they happen to be the cheapest option when booking as that's how I rate their service. Hopefully this will help you understand why I feel negatively about this airline & why I'm not keen to give them any of my future business.
Regarding after the event customer service, I find all airlines to be lacking in this area. Nothing frustrates me more than the automated "we will respond in 28 days" response, it means that a simple communication can drag on for months. That is not a EK specific point however.
This is, of course, about meeting customer expectations.. and therefore I do sympathise with the OP. And the OP quite rightly will take his/her money elsewhere in future as a result.
However my sentiment remains the same as before...if this earns the comments "The seven hours on that flight felt like several days" and "Worst. Flight. Ever" from the OP then I regard the OP as a very lucky person.