What is an I/O customer???
 

We are flying EK in full fare F class BCN-BKK-SYD-CHC-DXB-BCN and I've tried to find out both on this forum as well as from the local ticketing office where the tickets were bought about fast track assistance in BKK.

The local ticketing office said "normally on arrival F and J get fast track" - what BS that word "normally" is, OMG. So they basically are saying usually yes, but sometimes no. I've yet to fly with them but what I've experienced is the worst F class pre-flight service of any airline. They seem to think F is just a better seat and meal on board, but before you board you're on your own....

Anyway, I digress...Then they also said that I/O customers are taken directly from the lounge to the plane in BKK.

Some forum member posted a comment about I/O customer a while ago and I'd sent them a PM to ask what it means but they never replied.

Can someone please tell me what Emirates means when they say "I/O customer".

I/O refers to Invitation Only. My understanding is that is status given to selected customers determined by EK as being particularly high value. Others here have that status and could explain what that means better than me. There are no published eligibility criteria as far as I am aware. I believe that criteria might include being responsible for decisions about a lot of high value travel (e.g. deciding travel policy and spend in a large company) or being felt to having a high degree of influence on potential EK customers. I believe that BA have a similar status known as Premiers.
No chance for me on either airline :)

I do feel that EK provide good service to F pax before flying - chauffeur drive and the lounges (esp in DXB) are very good and I have always found the telephone support to me as an F pax very good. Compares well with QF,SQ, CX and BA in my (limited) experience.

"no chance for me on either airline" - LOL pomkiwi

Thanks for clearing that up and I'm sure, like you, I won't get "invited" :) :)!

What is an I/O customer???
 

Your worst experience is based on being told "normally" regarding fast track or was there some other aspect of the service that warranted the tag? My experience FWIW is that they have always provided fast track vouchers on arrival and departure to BKK. The only difference for io is someone from EK takes you to the fast track area and sometimes will use the diplomat channel if there is a queue.

Replied to your PM.

EGT

Havoc10G the "normally" thing was a long line of problems with the ticketing agents, they simply don't want to answer questions where the answer is not on the website. After the tickets were bought (about 20,000USD), an email was sent with a few questions. They cut and pasted links to the website to answer (OMG!).

Checked those links but they didn't answer all the questions.

Their reply when I emailed to ask the questions the link didn't answer? "Call our central office for further help"

THAT was the start of getting seriously ticked off.

Since then maybe four emails have been sent - confirming the car transfers and asking a few SIMPLE questions like fast track. Usually takes two days to reply and the replies are matter of fact - not rude, but certainly not polite and friendly... As said, worst pre-flight service for F I've ever experienced. Here's hoping the inflight service (and shower, so excited about that :) are worth it!

Peace :)

What is an I/O customer???
 

Did you buy the tickets direct from Ek or via an agent? If the former might be worth emailing EK from their website rather than to the local office if the latter definitely email EK! Also would try ad let the frustrations pass otherwise you will find the slightest thing on the rest of the journey annoying and you have spent alot of money so should try and get the most out of the experience. And as you say peace!

From my experience, if you're in F/J and the airport you are travelling to has fast track - EK will give you an express card. Not always automatic in Y for elites though, but if you ask - they'll give you one.

In regards to IO, I can scan the IO booklet stating the benefits and outline of the program in my welcome pack for you once I get back from my trip... if you like.

Anyways, I'm sure you'll have a great flight.

Not that I'll ever attain it, but this has really sparked my curiosity!

Thanks for the advice Havoc10G and danblar.

Since it's a complicated itinerary with three stopovers and an open jaw, their website couldn't handle it :). Went to the local Emirates ticketing office where they clearly have very little work to do. Two people, the other just sat there doing nothing while I was there. No phones to answer, no emails to answer. The agent I worked with told me during the 30 minutes or so I was there they get almost no first class bookings (HUGE shock based on how they treat F). I've come to the conclusion that they simply just don't want to work and are annoyed when they have to....

It won't affect the flights though, still six weeks away and all questions finally answered so those agents will be a distant memory by the time we board.

Also we're going to buy fast track service with buggy in BKK in case the "normally" doesn't happen on our flights since that would absolutely flip me out :)! Being told "sorry, we don't have any fast track cards", I'd probably call Amex and find a way for a chargeback... So best to avoid the problem from the outset and just buy the local fast track company