Sadly, a pretty common theme I feel you get the Al Ain call centre. Calls are not answered in a professional manner, and there's a general reluctance to help (completely counter to an article in The National about how good the local call centre is).

On the flip side, Manchester is a gem. I have had several very good experiences from this call centre, that I am 100% sure would not have been resolved if I was answered by Al Ain.

Clearly nobody at EY listens, or cares, about this kind of thing. Remember, very frequent passengers on EY are very much in the minority.