How happy are you with EK?

Old Mar 2, 15, 1:47 pm
  #1  
Ambassador: Emirates Airlines
Original Poster
 
Join Date: Sep 2004
Location: Manchester, UK
Posts: 15,698
How happy are you with EK?

There was a recent post on the BA forum saying that the FlyerTalk forums (fora?) of all the leading airlines are full of posts complaining about one thing or another.

I thought about our little enclave here on the EK forum, and pointed out that there are very few complaints.

Is this because :-

1. People on here are generally pretty happy with EK?

2. People are a bit more pragmatic when it comes to 'change'? As an example, see the difference between how the major EK and BA devaluations were received.

3. The customer base is completely different? I'd guess that a lot more BA passengers would be Frequent Flyers when compared to EK, so more likely to complain when things go wrong/get taken away.

The number of daily posts on here is tiny compared to the BA forum (they've got about a hundred mods and ambassadors). Are EK that good, or do EK passengers just not complain?

When we do get complaints on here, I'd say 50% are OPWs who are whingeing about something they'd not seen in the T&Cs. The other 50% are from Australians (only joking!)
DYKWIA is offline  
Old Mar 2, 15, 2:11 pm
  #2  
 
Join Date: Sep 2013
Posts: 338
I will always be happy with Emirates, regardless of what happens between us.

Who do I blame? Ah yes, Arsenal!
jamjaruk is offline  
Old Mar 2, 15, 2:14 pm
  #3  
Ambassador: Emirates Airlines
Original Poster
 
Join Date: Sep 2004
Location: Manchester, UK
Posts: 15,698
PS... I forgot to say. I've never had a bad experience with EK - although I can hardly be called a frequent flyer.
DYKWIA is offline  
Old Mar 2, 15, 2:14 pm
  #4  
 
Join Date: Nov 2014
Location: Kuwait
Programs: WoH Globalist
Posts: 579
Originally Posted by jamjaruk View Post
I will always be happy with Emirates, regardless of what happens between us.
Count me in! But I wouldn't say always though! I once booked a J class ticket to BKK, I was unable to spot my driver. Contacted EK regarding this but was not compensated with 1,300 thai Batt. Despite all of this I'm happy with EK and would definitely fly premium cabins with EK ^

Despite having experienced KU's new fleet, I would still fly with EK and transit in Dubai than a direct flight with KU (unless the flight is a short-haul.)
aceboy44 is offline  
Old Mar 2, 15, 3:48 pm
  #5  
 
Join Date: Jun 2012
Location: 30,000ft
Programs: EK, BA, EY, SQ, IHG, HH, SPG
Posts: 670
How happy are you with EK?

Surely speaking to an EK rep in BKK at the time would have been the thing to do. There are always one or two reps there and clearly EK staff. Taxi into bkk alot less than 1400baht.

Anyway back on topic. Having looked at the BA forum a few times it is a very different forum; plenty of wit and more than occasional show boating whereas this forum tends to be more factual with some good wit on occasion! Could it also be the English propensity to complain more than average when having the opportunity to do so anonymously?! Have you ever read readers comments in the telegraph or Independent!!

I do think EK make a genuine effort to please even If they get it wrong sometimes whereas my recent experiences with BA is they don't care to the same degree.
Havoc10G is offline  
Old Mar 2, 15, 4:37 pm
  #6  
 
Join Date: Oct 2014
Location: Europe
Programs: EK plat, ex-FB gold, Accor plat
Posts: 1,076
Globally happy.

On the positive side :
> Silver status easy to get
> fantastic JCL and FCL seats in A380
> bar lounge on A380
> very clear skywards redemption online system (though very limited available seats)
> onboard meal & service (if you disagree, you never tried US carriers ...)

On the negative side :
> Gold status too easy to get (but it changed with the new fare table)
> Gold status means almost nothing now
> DXB JCL lounge too crowded (too many Silver ?)
> DXB FCL lounge too creepy (not enough people)
> still remaining not lie flat JCL seats
> compensation for delayed baggage too low

I've never had a big issue with EK, so, EK was not really put to the test, but I hear customer service goes easily by the book (or by the IT system ...).

I quit AF because EK hard and soft offer was much better, including FFP. Today, AF is clearly catching up, and Skywards is become less interesting. The only difference is price, but world of business shows that price alone is never a sustainable competitive advantage. So, let's wait and see.

In any case, US carriers and LCC are still completely out of my purchasing basket. (Too much negative experiences from my close family)
ioto1902 is offline  
Old Mar 2, 15, 5:15 pm
  #7  
 
Join Date: Sep 2014
Location: London, England
Programs: Skywards Gold
Posts: 23
Been always happy with EK, specially when getting F seat because J is fully booked, few times!
I frequently go to HK every 2 months for the last 4 years and after trying many other direct and indirect airlines, personally found out that EK is the best from all sides.. Even when minor problems happened EK really sorted them out quickly and efficiently.
However, no one and nothing is perfect.. But for me.., I would give them the full mark
aljubouri is offline  
Old Mar 2, 15, 7:26 pm
  #8  
 
Join Date: Aug 2012
Location: MAN DXB ✈️
Programs: Skywards Gold
Posts: 6,528
I'm generally very happy with EK:

Positives:

ICE - best in the world hands down

Free wifi

I like the j product on the 777;

The a380 bar

F class suites

F lounge

J lounge

Check in area at dxb

Egate (more a dubai thing but still)

Chauffeur drive

New booking system - very clear

Needs work:

Lack of d and z class for gold and plats - they need to give priority to the most frequent flyers

The devaluation for f upgrades in my case a significant hike on routes I take

the 380 service in j just not upscaled and once you fly f its a big comedown in terms of service in j IMO.

Customer service but hey a lot of big companies aren't great

Sky cruisers and the a330/772


Ba just can't compete with eK for a number of reasons but they like to moan a lot! Raises some good points and makes me realise how lucky i am to avoid the likes of ba!
m3red is offline  
Old Mar 2, 15, 11:57 pm
  #9  
 
Join Date: Aug 2013
Location: DXB
Programs: EK, AA, DL, UA, SPG, HGP, Amex
Posts: 1,117
I echo a lot of what was said above.

However, I believe that EK benefits from having DXB as a hub.
- easy access / close to center of town
- few weather issues other than the occasional fog or sandstorm
- easy check-in (especially on the F/J side where it takes less than 5 minutes to go from entrance to air-side)
- generally good connection experience

Airlines bear a lot of anger and frustration due to external issues such as weather related IROPs, airport experience, congestion, delays, etc. which strain airline operations.

EK is somewhat shielded from this. But when things do go wrong you do end up seeing a lot dissatisfaction on this forum towards EK (deserved or not).

Nevertheless, I am sometimes frustrated with prices ex-Dubai as I am with the value/benefits of the Skywards program, especially with the recent devaluation.
extramileage is offline  
Old Mar 3, 15, 12:33 am
  #10  
 
Join Date: Apr 2012
Location: perth
Programs: SPG(LTG), SIA, Turkish Elite, Korean, Qantas
Posts: 1,496
Originally Posted by DYKWIA View Post
The other 50% are from Australians (only joking!)
Which reminds of an Australian joke: How do you know when a plane load of Poms arrive - the whining continues when the engines stop.
geminidreams is offline  
Old Mar 3, 15, 2:07 am
  #11  
 
Join Date: Nov 2013
Posts: 5,156
Generally pretty happy - quite a frequent traveller, so am quite jaded and take problems in my stride: my philosophy is that if you travel enough, you are likely to encounter just about every single problem eventually, so there's no point in stressing out about it!

Likes:
- schedule, frequencies and connectivity: EK fly where I want to go to and from, arriving and departing at convenient times. Probably my primary motivation!
- I can amuse myself on board with either excellent IFE (still the best in the industry I think), wifi, or by chatting to staff: they are generally a friendly bunch and don't mind chatting, unlike many airlines I have been on where they are quite territorial around the galleys...! (I don't really like that behaviour much, but understand it perfectly well)
- hard and soft product meets my global expectations for each class: sure, my expectations I think are generally well adjusted, but I find the conditions perfectly adequate
- DXB is not a boring airport to be in for a couple of hours.
- easy access to Dubai city/immigration formalities are simple
- most outstations

Specifics that I realise not everyone has access to:
- I like the F lounges at DXB. Good food, decent facilities, I don't mind the walking. Unlike ioto1902 above, I like the emptiness
- Outstation staff generally helpful (possibly due to Skywards status, I admit)
- Call center generally helpful (also Skywards)
- Chauffeur Drive
- op-ups!

Dislikes:
- upwards fare creep (clearly not EK specific, but I had to put it in)
- Skywards earn/burn possibilities
- 777 J seats
- poor IRROPS handling at DXB (but relatively rare, thankfully)


But the dislikes are not glaring issues. I find that EK generally delivers the standards that one expects globally from network carriers these days (not treated entirely like cattle in Y, acceptable J product - as in, it's not a BA 2-4-2 config, F suites and dine on demand service). It's not by far and away a superior service in all respects, but adequate, especially for the price and schedule.

Honestly, I think the complaints on the BA forum are much more about expectations about that carrier (their marketing is ahead of their hard product, and increasingly soft product can't make up for it) and a feeling of being left behind compared to other global offerings at similar prices. There may be a cultural element of propensity to complain though (the cognitive dissonance arising for being a country where it's not "the done thing" to complain when in the UK, or at least how they perceive themselves, but when abroad or starting the travel experience, all that repressed sense of petty injustice comes exploding out: talk to anyone in the travel industry about trivial complaints by nationality )
eternaltransit is offline  
Old Mar 3, 15, 2:11 am
  #12  
 
Join Date: Nov 2013
Posts: 5,156
Originally Posted by aceboy44 View Post
Count me in! But I wouldn't say always though! I once booked a J class ticket to BKK, I was unable to spot my driver. Contacted EK regarding this but was not compensated with 1,300 thai Batt. Despite all of this I'm happy with EK and would definitely fly premium cabins with EK ^

Despite having experienced KU's new fleet, I would still fly with EK and transit in Dubai than a direct flight with KU (unless the flight is a short-haul.)
Off topic about BKK chauffeur drive: EK baggage reclaim belts are usually 22 and 23, which makes you exit to arrivals at Door 9/10 (area C). Airports of Thailand have basically forced all hotel and airline chauffeur drive reps to move down to door 5 (concessions at doors 5-8 were complaining there was no traffic as the reps would escort people out at Door 9 bypassing them), and also ban airlines from putting signage out. Thus, the only signage for the chauffeur drive is at the reclaim belt. All pax do have to walk all the way down to Door 5 to exit, unless they are buying an AoT limo transfer which comes out at about 1000-2400 THB depending on car in case they head out at Door 9
eternaltransit is offline  
Old Mar 3, 15, 1:17 pm
  #13  
 
Join Date: Nov 2014
Location: Kuwait
Programs: WoH Globalist
Posts: 579
Originally Posted by eternaltransit View Post
Off topic about BKK chauffeur drive: EK baggage reclaim belts are usually 22 and 23, which makes you exit to arrivals at Door 9/10 (area C). Airports of Thailand have basically forced all hotel and airline chauffeur drive reps to move down to door 5 (concessions at doors 5-8 were complaining there was no traffic as the reps would escort people out at Door 9 bypassing them), and also ban airlines from putting signage out. Thus, the only signage for the chauffeur drive is at the reclaim belt. All pax do have to walk all the way down to Door 5 to exit, unless they are buying an AoT limo transfer which comes out at about 1000-2400 THB depending on car in case they head out at Door 9
I was not told about this when I booked my chauffeur service for BKK. This is clearly Emirates issue for incomplete information (I exited the last door to the left of the baggage reclaim area, I kept searching for the driver but couldn't find him!) Despite all of this I am still uncompensated for my 1,300 thai batt

But I would still fly Emirates
aceboy44 is offline  
Old Mar 3, 15, 4:10 pm
  #14  
 
Join Date: Jan 2010
Posts: 8,008
Originally Posted by DYKWIA View Post
Are EK that good, or do EK passengers just not complain?
I think there are numerous different requirements and expectations so there will probably be as many different but valid responses on here.

For me, the provincial departures from the UK started me off with them and they're still available, so all good there. Even more so as they've added frequencies.

When QR and EY announced flights from EDI, I started hovering around their sub fora, but haven't been impressed by what I've been reading. Still plus one for EK.

I've had flights cancelled and delayed, but always been sorted out how I would expect to be. Still looking good.

The downsides are the devaluations in the Skywards program of which I've seen two major (IMO) ones. The prices are not always competitive. The treatment of Silver members when lounge refurbishment was going on (even though I wasn't one). The chaos at DXB when it's busy. The incosistency of customer service responses. The bookings side of the website. The failure to interact here on FT.

Sounds like a lot of bad points, but I still end up thinking the good outweigh the bad.
ft101 is offline  
Old Mar 3, 15, 5:14 pm
  #15  
 
Join Date: Aug 2014
Posts: 78
I'm happy enough. My regular-ish route from AMS to AKL is only serviced by a few other carriers, with even fewer options if I depart from CHC. When I had no status with any airline, the extra luggage allowance in Y over some carriers (30 kg, rather than one 23 kg piece), ICE entertainment, and Dubai Connect sold me on EK.

Sadly I discovered after booking a trip for the end of this year that the rules of Dubai Connect have changed. A few days after booking, I decided to swallow the change fee and book an earlier outbound flight, to take advantage of Dubai Connect (the longer, 10-hour layover is a good opportunity to get a normal sleep). On finding that I couldn't book it online, I phoned EK and found that the rules had changed – later departure on the same day means no Dubai Connect. They reverted my booking to the later departure at no extra charge but refused to refund the change fee, despite me calling less than 30 minutes after I made the change . Very disappointed in the rigid service (especially since I booked in J for that sector), and also about that sneaky rule change. Dubai Connect was a fantastic perk, that has in effect been discontinued for most EK routes.

With the other changes to Skywards earnings and redemptions, once I get Gold at the end of this year I will almost certainly be unable to maintain it. Once I no longer see any value in Skywards, perhaps I'll just switch my loyalties and fly with whomever is cheapest.
Joriarty is offline  

Thread Tools
Search this Thread
Search Engine: