FlyerTalk Forums - View Single Post - Typical Emirates response to complaint?
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Old Mar 15, 2014 | 1:11 am
  #4  
subject2load
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Join Date: Sep 2013
Programs: BAEC Gold, EK Skywards (enhanced Blue !), Oman Air Sindbad Gold
Posts: 6,817
Yes, I would agree with B747 that the offer of 10k miles is actually quite generous !

Looking at the bigger picture : it's fair to say that the fog was totally outside the control of Emirates, and given the sheer volume of movements they have at their home base of DXB, dealing with the general fallout and knock-on effects was always going to be something of a challenge for them. And it sounds like they really didn't do a great job as far as your own rescheduling was concerned.

I was affected myself on that very same day when flying EK from Christchurch to Sydney (incoming aircraft having been heavily delayed by fog) but I had no onward connections to worry about. My own situation was dealt with very courteously & efficiently, and for me it just meant a few more hours in Christchurch, and then a determination by the captain to make it to SYD before the (strictly-imposed) 11pm landing/take-off curfew kicked in !

It is something of an irony - and certainly not one that EK can be proud of - that the overall standard of service and 'reaction' speed when things go wrong can be far, far worse at their DXB base than at many outstations. I learnt by chance whilst passing in & out of DXB several times over the past few months that there is no such thing as a dedicated 'Customer Services Desk' for Emirates passengers anywhere within the sprawling and opulent airport. Quite surreal.
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