Flight changes
 

Like I mentioned before, EK changed one of my flights from a 380 to a 777, and subsequently put me on a different flight without informing me.

I have now received an email from them informing me that the flight is being operated by a 777. But they've sent this email to 30 other people. Can Emirates not even be trusted to protect the personal data of its clients?

While they are making an effort to be pro active, I don't like how they are handling this situation.

Let's discuss our experiences here. Flight changes, being informed, compensation given etc.

I had an Emirates flight rescheduled last year so that my connection would be blown. They didn't advise me of this at all. I only noticed it when I logged in to Manage My Booking and saw the flight timings had changed.

When I called, I was given the option of taking a longer layover in Dubai at my own expense (to arrive 24 hours later). I wanted to travel the previous day instead so I wouldn't miss my meetings, but they charged me a change fee to do that.

I wrote to Skywards Gold requesting a refund of the change fee but didn't get a response. It was only INR 2000 (US$40) so it really wasn't worth the hassle of complaining.

Compensation? Haha. Surely you jest.

The only thing I would give you is a kick up the backside...:D

Seriously though, (and because I know you and the flight you are on), did EK not put you in the same class as you were booked?

Agreed, your privacy should have never been compromised, so yes, they need to fix that.

Are you saying that EK should compensate you just because you aren't going to be on the A380 now? If they did the right thing and put you in the same class on another flight, then how are you affected? Did you pay a premium for the A380 over the 777?

Will your work schedule be interrupted due to the change? Will they allow you to date change?

This is where I think there is a fundamental difference between being a top tier on a US carrier as opposed to being one of many on EK. I've been flying on UA since 1996 and have been a 1K member for probably 12 of those years.

Just a few months ago, my flight out of SIN was late into NRT and hence we missed our onward connections to the West coast of the US. The staff were already waiting for us at the gate in Tokyo, they quickly put us on other flights (and had protected multiple options so we could choose), my bag even made the less than 45-min connection. And as soon as I turned my phone on, emails started flooding in from UA's system.

Even when I arrived into LAX (I had originally wanted to go to SFO) the agents were again waiting and asked me if I wanted to take the red-eye to BOS (my final destination) or go via JFK (my original routing).

Is that normal? Well, 14-years of hard experience tells me yes, on UA, it is. If you hold status.

I just don't get why EK, with it's systems, isn't far more proactive with flight alerts and email notification. It's not rocket science and the problems are only going to get worse (and will compound) as they get bigger....

The other thing I will tell you is that pre-merger, when flight delays occurred, UA would hand out "sky-kits" which is where you basically went online and redeemed a voucher for miles or a discount on a future flight. On top of that, if you were elite, you had a dedicated email address to write into. This would be responded to within 48-hrs and on the few times I used this to provide my feedback on a delayed flight (or service issue) I was well compensated.

Eightblack, I don't expect any compensation for being on a 777 instead of a 380. What irritates me is the fact they changed my flight (not just put me in F on the same flight), without telling, let alone asking me.

And I do think it is reasonable for one to expect compensation for something the airline did to suit its own convenience. I think the situation is similar to being denied boarding and being asked to take another flight.

I've sent them a note, as the data privacy issues are particularly worrying. What if I was someone famous? I'll see what they get back with.

My flights are also changed from a380 to 777, DXB-KUL and back.
From my point fo view:
I would say yes, there is a difference when I booked the flights. I wanted to fly with a380 and pay the fee and take the flight shedule only because it is an a380.
And for a minimum, me as a client, I would expect that EK inform me.

Really? I mean do you really think that the two are even remotely similar? Wow.

:D:D:D:p:p:p:p:D:D:D

Lets be reasonable here.

You paid for a ticket. And the airline has fulfilled it's obligation. The reasons are also obvious - in the sense that EK made a decision based on a safety directive (with the A380's out for inspections)

I didn't expect any sort of denied boarding compensation for the exact same flight I took a few weeks ago.

Yes, the data privacy issue is fundamental - but it shouldn't matter at all whether if you were famous or not. A breach is a breach.

My view is that you're being completely unreasonable with expecting compensation. If you get it, all well and good though...

^^^

This kind of spurious claim is what clogs up the system and makes it hard for people with legitimate claims to get prompt remedy.

Shame on you ung1. :td:

I have 4 flights booked, 3 of them were on A380. Emirates switched aircraft without telling me. We are 3 pax travelling (family 2 adults 1 child). We now have to wait until check in to see if we can sit together. LHR-DXB-JNB and back

My take on this...I booked these flights based on the hard product (the seat and aircraft). I would have booked LHR-JNB direct if it were not for the hard product on offer on the A380. Sure, EK still get me into JNB, sure I still have the same class (J) and hopefully still on the same schedule, however I now have the "privilege" of recliner seats versus flat.

Nowadays you not only purchase the flight (i.e. getting from A-B) but also the product (the seat). Emirates do not run ad campaigns saying "fly us, we get you from A to B", they also say "fly us, we get you from A to B with a shower in F on the A380". So the point is, as consumers we purchase the product (aircraft) as advertised (that's why aircraft are shown as part of the booking process!) and if it changes, we should be upset.

Is this "let's all pick on ung1 day"? :D

Every day should be "let's all pick on ung1 day"!!! :D

Trust me, he deserves it. And besides, we haven't even started yet...;)

He's basically saying that, (if you remove the legit privacy issue) that he has no understanding (nor does he care) re the aircraft change (due to a safety directive outside the airlines control). He's still in F.

Yes, EK needs to improve their communication. Yes, they need to be proactive. But at the end of the day, when it all boils down to it, how is he materially impacted by the equipment swap?

The fact that they moved him onto another flight is the issue. I'd be peeved it that happened to me. In fact, I'd be due EU compensation if it was ex-UK.

Cheers

But why? If an airline no longer has the original equipment planned and then protects you on another aircraft (ie theirs) and in the same class, how are you impacted. They didnt wake up in the morning and change aircraft because they wanted to. They had to. For your safety and theirs.

People get moved onto other flights all the time...lets not get into EU rules here as the ticketing in this case is out of Asia.

Only if the change was within 2 weeks of the flight and they either downgraded you or couldn't put you on a flight that arrived earlier or at a similar time.

ung1 is just trying to feign righteous indignation because this is one of the few times he's actually paid for a premium cabin ticket :p.

Well, for what it's worth, I think ung has a point. I buy biz class from EK to travel ON THE A380 and spend 3-4 hours standing at the bar.
On the London route you do (almost always) pay extra to fly the A380 so (IMHO) they should compensate you if they swap out the aircraft. Good luck with that however, ung, as I expect you to get nowhere with EK on this issue.
I also have a problem with them promising lie flats on the 777 and then swapping the a/c at the last minute to the recliners - I complained to them about this when it happened on both sectors to London return last year and they politely told me to get lost.
I've been enjoying BA's upper deck for the last year but EK's sale prices were too good to miss...

OK, if they change flight EK018 from an A380 to a B777 and I'm still in the same class, then that's no issue. Equipment changes can occur.

However, if they change flight EK018 from an A380 to a B777, and then put me on flight EK020 (instead of EK018), then I'd be very annoyed! This is when EU compensation would apply as I would be delayed due to EK 'offloading' me from the original flight.

I believe the second scenario is what ung1 is referring to?

Yes you do. But no one seems to be remotely interested in the fact that EK did not pull the 4 x 380's out of service because they wanted to. They pulled them out of service because an airworthiness directive was issued. So they complied.

There are still A380's flying between LHR and DXB, so if you really needed or wanted to be on one, then you would need to plan accordingly. It's hardly reasonable to expect EK to compensate you for this (IMHO).

And while we're at - lets get to the real crux of this matter. Ung1 knew exactly what he was buying when he ticketed. As a result of me flying the exact same itinerary a week before, he knew he would be up for an equipment swap (given that EK had already published their equipment schedule). Now he wants to remain ignorant of the advance knowledge he has and simply wave his arms and demand compensation. That it my book, is unrealistic and unwarranted.

Freeloader!

I know that the A380 issue is beyond Emirates control and I appreciate that our safety is paramount but:

Our contract is with EK (and I know the contract is merely transport from A to B) and so they should stand by the offer they made ie A380 for a premium over the alternative 777.
In this case, EK are directed to take the a/c out of service for non-scheduled maintenance so they have an issue with THEIR supplier ie Airbus.
I expect EK will be pressing Airbus for compensation for loss of revenue so why should we not receive compensation from EK for their failure to supply what we purchased?
Anyway, I've been down this route before and failed miserably so good luck ung even if you knew you would probably be rehoused.

But it's not an equipment swap, it's a schedule change. From EKxxx to EKyyy.

Or am I missing something here?

I had a better experience...

When my flight was changed from a 380 to a 777 I was called by EK informing me of the change. I asked whether I can change to another flight (with a 380 scheduled) and she said yes. I asked whether she could do it and she started checking (her terminal?) and subsequently offered me another date. I said that would do and my booking was altered there and then. No change fee charged!

I was happy they took the trouble to inform me and further to solve the problem.

Can I ask a simple question?

Were you commencing travel from the same city that you ticketed from? I say this because on the odd occasion that delays have occurred out of SIN, I have always been emailed or called (or both) by the local office...and I held a SIN issued ticket.

The flight I took several weeks ago was not a SIN issued ticket...nor did I commence travel from SIN on EK...

Ok, firstly, my issue is not with the 380 being gone. I don't buy your argument that they could replace it with a 330, and as long as you're in F you're expected to be happy.

I'm not trying to fight my way to death for a 1000 miles here. I don't have the time or energy for that. But I've written to EK asking what they're willing to offer for the inconvenience they've put me through. Yes, I still get to my destination, but it's still an inconvenience.

I actually didn't know about this change till khalid26 posted about it yesterday. Previously, most routes that had been substituted were supposed to go back to 380 from 1 April. So telling me 10 days before I commence my trip is a little late.

Maybe EK will come back saying they'll let me make free changes to my booking, maybe they'll let me change destinations to one served by a 380, maybe they'll decide I'm too much of a pain and refuse to ever sell me a ticket again. We'll see what happens.

Seems to be a different situation. Yours a case of delay in flight time while mine just a change in the plane type. But yes, ticketed and commencing from MAN.

I'm sorry, I just don't see what inconvenience has been caused to you personally? Are you a day late? Are you going to miss an important meeting? Did EK's change cause you to miss out on a major sale? Are you still not on a 777 in F (same F product, minus the shower).

You opened this can of worms. Be specific for once. How much was the fare? Are you on business or simply taking a vacation and taking advantage of a special deal? It's relevant because it puts the whole thing in context. How many hours/days difference is the new flight from the old one? What was the specific out of pocket costs (or anticipated costs) to you because of EK's actions...

With you 100% - EK failed to supply the product purchased and swapped it for an alternative that they can get away with.

Speaking purely personally I just cannot be bothered to complain or worry about equipment changes any more - I admit it, I have been beaten into submission by EK's lack of concern or remorse for pretty much anything that happens. The only time they are proactive is if it will help them to avoid a problem by being so - IME they will not be proactive to help to keep a client happy because ultimately that is not part of their business plan or model. Until they have trouble filling their planes why should they bother goes the commercial argument. Thanks to Khalid's recent post I now know that a flight from Rome next month in F with my wife will not be on a 380 but this is not the first time I have been bumped from a 380 to something else and it will surely not be the last ... all one can hope for is that you don't end up on a dreaded 330 or a two class 777 when you get tossed from your anticipated F suite with bar and showers (accompanied by a singular lack of apology). Focus on the positives such as even with delays travelling with EK is quicker than it was by sailing ship 100 years ago and it is also a statistically very safe airline. My advice is to release these annoyances and enjoy the very next moment as if nothing had happened.

Actually, you agreed to it as per the conditions of carriage (CoC), when you purchased your ticket...

Agreed eightblack, hence the end of my sentence says: "...that they can get away with.".

You're being an EK apologist now. Whether I am on vacation or business should have no impact on how I get treated by an airline. My frequent flyer status and class of travel are the only things that should matter.

Again, my point here is that the airline changed my flight without asking or telling me. Perhaps they plan to, at some point. But they haven't as yet, and it's legitimate for me to ask what's going on and why they haven't done so.

Ung1, you are entitled to your opinion. If you think I am an EK apologist - then fine. My opinion is that you are simply trying to milk the situation for as much as you possibly can.

You did state in your first post that you did receive an email telling you that the flight was now being operated by a 777 no? And this was well before your scheduled travel date?

But above you state that they haven't told you. At all. So which is it? Surely you could make a decision to accept the revised flight (ie same product, minimal interruption) or cancel and receive a refund...

They actually do tell you while booking that changes aircraft changes can occur and they will not be held liable, you don't even have to dig through the t&c's of the ticket.

I agree with most, the contract is to go from A to B at said time. If equipment changes and your still in the same class then fine. But, J is J whether lie-flat or recliner, that is not stated on booking. However, if you booked a Suite, and ended up with a Sky-cruiser I think you are entitled to compensation of some sorts. When you book the itinerary it clearly states "Private Suite". If sky-cruiser it says "First". So in essence, the hard product has changed, and they did clearly breached the agreement which you paid for.

In your case ung1, my view is if your on a 777 with suites then you are still getting the same hard-product in the end. Your only complaint is the privacy issue which is major.

My 2 cents.

I doubt if EK will offer any. Happened to me on EK501 last month (sold as "Private Suite" and then delivered as a "sky cruiser"). Wrote to them and got back standard apology...
http://www.flyertalk.com/forum/emira...-notice-3.html

Changes from A380 to a 2-class 777.... what is inside the 2-class 777, old seats? no ice? does anyone has information about this?
Flying DXB-KUL...

They've informed me that the flight is being operated by a 777 instead of a 380, but they haven't as yet told me I'm no longer on that flight, but on another one that they semi-arbitrarily put me on.

I would only agree with this is EK was charging a premium over its 1st class fare for suites; since it doesn't , as long as there is a 1st class product, whether it be the cruiser seats or suites the cost is the same and so I see no compensation to be due

While you may not agree, it is up to you to resolve with EK.

I flew an itinerary last week. As a result of the 380 issue, aircraft was swapped for a 777. And a flight change to a 2-class service (instead of a 3-class). I was in revenue F.

As soon as I noticed via MYB (I received no notice from EK), I proactively set about changing the itinerary. The EK office let me make a date change and found me flights back on a 3-class 777 in F suites (which is all I wanted). There were no fees.

Should EK have been more proactive? Probably.

But then again - I wasn't about to look a gift horse in the mouth, given what I had paid for the fare. And don't tell me this is irrelevant. It is. They could have easily re-fared the entire journey (given travel hadn't commenced).

You still have plenty of time to cancel and obtain a refund if the flight options don't suit you...but I somehow sense that you want to take these flights regardless.

Well exactly, they should have been pro active. Since they weren't and I found out after checking my itinerary, I think it's reasonable for me to ask what my options are. Let's pretend I don't know the details of your journey. I want EK to tell me what they're willing to do. They could have replaced the aircraft with another one with Suites but they didn't, so it is for their convenience. If they were serving Moët instead of Dom in F, you'd be waving your arms too!

He would not be alone !