Very poor Emirates flight connections at Dubai airport
Sep 2, 2018, 9:27 am
#1
Original Poster
Join Date: Sep 2018
Location: Madrid, Spain
Programs: one world-Iberia, skymiles, skywards, millemiglia
Posts: 13
Very poor Emirates flight connections at Dubai airport
My family bought 4 Emirates tickets for flight EK 144 Madrid-Dubai on August 1st and connecting with EK 2355 to Kathmandu, departing at 9:15 on August 2nd (2:15 waiting time between flights)
The plane arrived with some delay at Dubai airport at about 8:00 local time. Our family was only carrying 4 pieces of hand-luggage, so there was no issue regarding transfer of luggage.
Much to our surprise, after disimbarking, a young Emirates lady carrying a note “Kathmandu” told us that we had been put to another flight the NEXT DAY and that we would spend the night at an airport hotel.
We immediately replied that there was time enough to catch our plane and asked for instructions to go to the gate (we had the boarding passes obtained in Madrid) Instead of assisting us (who were Emirates International customers in trouble!) she pretended to give us new boarding passes and a hotel voucher and keep our legitimate boarding passes!
Then, we asked to speak to her supervisor who again showed no interest in helping us but simply said to the assistant: “Let them try”. As time was running out for us we asked for directions and they simply said “That way” to a big airport corridor. How unprofessional for an airline selling so many International connecting flights every day!
The four of us started running the corridor (at an unknown major airport) and then learnt that the flight to Kathmandu was departing from Terminal 2. We tried to get a taxi but apparently that is impossible inside Dubai Airport. After asking a couple people more (and making some mistakes) we found the place to get the bus to Terminal 2. That was about 8:20.
The bus started its itinerary and stopped several times at the scheduled doors. When we reached Terminal 2 it was 9:00, 5 minutes after closing the gate, as EK 2355 departs at 9:15. If only an Emirates Assistant or Supervisor had helped us with clear instructions or even escorting us to the bus stop as many International Airlines do in airport connections all over the world, we had been able to secure our scheduled flight.
At that moment, we learnt that there is another EK 2155 to Kathmandu departing at 12:20 the same day. When we asked to get us some seats in that flight, the Flydubai employees who operate Terminal 2 said that we could only change our tickets at an Emirates counter that -surprisingly- does not exist at Terminal 2 in Emirates airport hub!!
So our family of 4 with our hand luggage got the bus again to return to the Emirates terminal. Once there, we had to queue for more than half an hour and finally a representative informed us that there were no seats available in the next flight in Economy, but there were 4 available in Business!!! She said she was not able to upgrade us -even after the mismanagement of our earlier connection- but that we could purchase 4 new business tickets!!!!
So Emirates tried to make an extra profit out of the problems they generate to their own customers!!! It would be amazing if not extremely unprofessional and against their customer’s interests.
The Transfers representative also could see in the system that we had been put in the EK 2155 next day August 3rd at 12:20 and not even in the EK 2355 which departs at 9:15. This means to arrive in Kathmandu after 18:30, so when the daylight starts to fade. For our family that meant to lose another half day of our holidays.
So we asked to be put on “waiting list” for EK 2155 departing that same day August 2nd at 12:20 and the Transfers representative did so.
We had to take the bus back to Terminal 2 and when we went to the desk to ask about our chances to get on the plane we were told that there is no such thing as a “waiting list” for Emirates flights. So, for our family, there was no way to get on that plane ( that, remember, had at least 4 business class seats empty).
Unable to understand how mismanaged the Emirates flight connections are in their own airport hub, we took that -now familiar- bus back to the main terminal. At the Emirates counter we were reconfirmed in the August 3rd EK 2155 and provided with a hotel voucher for an Airport Hotel (30€ / night according to Tripadvisor)
We stayed at the hotel for that evening without any other explanation or excuse until we were taken back to Dubai Airport to get our flight the next day.
Several points of serious mismanagement affecting the quality of Emirates’ service:
1. Emirates number 1 priority should be to assist their customers to get their connections. As they know from departure at origin how many travelers are connecting to which flights, they can organize the assistance with plenty of time. Instead of that good practice, Emirates decided to put us to an Airport hotel, plus meals. A cheap alternative to resell our tickets or play overbooking or whatever for their interest, confort or benefit.
2. If passengers cannot get one plane, Emirates good practice should be to relocate them in the next immediate plane. Emirates had seats empty in that next plane, however Business Class. What is the use of flying with 4 or more empty seats while you leave mismanaged customers abandoned on ground? We were not asking for those seats for us. Emirates probably had some frequent flyers on their fidelity program who deserved the upgrade and then release 4 Economy seats? Why not having 8 happy customers at such a low price? For the fuel to be saved...?
3. We cannot understand why an airline would choose not to have “waiting list”, a useful service for customers while also a profit leverage for an airline. But what is really unacceptable is that Emirates provide confusing and even contradictory instructions in different Emirates counters, even within the same Airport!!!
4. Again on August 3rd there was an EK 2355 to Kathmandu departing earlier than the EK 2155 departing later at 12:20 that woukd arrive at destination at dusk. Why extend the damage to their customers for some extra hours more, that -in fact- meant half a day at holidays' destination.
We have written to their Customer Relations email and got the reply that Emirates recommend a minimum of 2 hours for transfers at Dubai airport...and they sell tickets with connections in 2 hours and 15 minutes??? So cheap to provide a 30€ airport hotel and spoil the holidays at final destination!
Extremely disappointed, our family recommends not to fly Emirates with conections at Dubai airport. Emirates does NOT have their passengers interest at the center of their operations.
The plane arrived with some delay at Dubai airport at about 8:00 local time. Our family was only carrying 4 pieces of hand-luggage, so there was no issue regarding transfer of luggage.
Much to our surprise, after disimbarking, a young Emirates lady carrying a note “Kathmandu” told us that we had been put to another flight the NEXT DAY and that we would spend the night at an airport hotel.
We immediately replied that there was time enough to catch our plane and asked for instructions to go to the gate (we had the boarding passes obtained in Madrid) Instead of assisting us (who were Emirates International customers in trouble!) she pretended to give us new boarding passes and a hotel voucher and keep our legitimate boarding passes!
Then, we asked to speak to her supervisor who again showed no interest in helping us but simply said to the assistant: “Let them try”. As time was running out for us we asked for directions and they simply said “That way” to a big airport corridor. How unprofessional for an airline selling so many International connecting flights every day!
The four of us started running the corridor (at an unknown major airport) and then learnt that the flight to Kathmandu was departing from Terminal 2. We tried to get a taxi but apparently that is impossible inside Dubai Airport. After asking a couple people more (and making some mistakes) we found the place to get the bus to Terminal 2. That was about 8:20.
The bus started its itinerary and stopped several times at the scheduled doors. When we reached Terminal 2 it was 9:00, 5 minutes after closing the gate, as EK 2355 departs at 9:15. If only an Emirates Assistant or Supervisor had helped us with clear instructions or even escorting us to the bus stop as many International Airlines do in airport connections all over the world, we had been able to secure our scheduled flight.
At that moment, we learnt that there is another EK 2155 to Kathmandu departing at 12:20 the same day. When we asked to get us some seats in that flight, the Flydubai employees who operate Terminal 2 said that we could only change our tickets at an Emirates counter that -surprisingly- does not exist at Terminal 2 in Emirates airport hub!!
So our family of 4 with our hand luggage got the bus again to return to the Emirates terminal. Once there, we had to queue for more than half an hour and finally a representative informed us that there were no seats available in the next flight in Economy, but there were 4 available in Business!!! She said she was not able to upgrade us -even after the mismanagement of our earlier connection- but that we could purchase 4 new business tickets!!!!
So Emirates tried to make an extra profit out of the problems they generate to their own customers!!! It would be amazing if not extremely unprofessional and against their customer’s interests.
The Transfers representative also could see in the system that we had been put in the EK 2155 next day August 3rd at 12:20 and not even in the EK 2355 which departs at 9:15. This means to arrive in Kathmandu after 18:30, so when the daylight starts to fade. For our family that meant to lose another half day of our holidays.
So we asked to be put on “waiting list” for EK 2155 departing that same day August 2nd at 12:20 and the Transfers representative did so.
We had to take the bus back to Terminal 2 and when we went to the desk to ask about our chances to get on the plane we were told that there is no such thing as a “waiting list” for Emirates flights. So, for our family, there was no way to get on that plane ( that, remember, had at least 4 business class seats empty).
Unable to understand how mismanaged the Emirates flight connections are in their own airport hub, we took that -now familiar- bus back to the main terminal. At the Emirates counter we were reconfirmed in the August 3rd EK 2155 and provided with a hotel voucher for an Airport Hotel (30€ / night according to Tripadvisor)
We stayed at the hotel for that evening without any other explanation or excuse until we were taken back to Dubai Airport to get our flight the next day.
Several points of serious mismanagement affecting the quality of Emirates’ service:
1. Emirates number 1 priority should be to assist their customers to get their connections. As they know from departure at origin how many travelers are connecting to which flights, they can organize the assistance with plenty of time. Instead of that good practice, Emirates decided to put us to an Airport hotel, plus meals. A cheap alternative to resell our tickets or play overbooking or whatever for their interest, confort or benefit.
2. If passengers cannot get one plane, Emirates good practice should be to relocate them in the next immediate plane. Emirates had seats empty in that next plane, however Business Class. What is the use of flying with 4 or more empty seats while you leave mismanaged customers abandoned on ground? We were not asking for those seats for us. Emirates probably had some frequent flyers on their fidelity program who deserved the upgrade and then release 4 Economy seats? Why not having 8 happy customers at such a low price? For the fuel to be saved...?
3. We cannot understand why an airline would choose not to have “waiting list”, a useful service for customers while also a profit leverage for an airline. But what is really unacceptable is that Emirates provide confusing and even contradictory instructions in different Emirates counters, even within the same Airport!!!
4. Again on August 3rd there was an EK 2355 to Kathmandu departing earlier than the EK 2155 departing later at 12:20 that woukd arrive at destination at dusk. Why extend the damage to their customers for some extra hours more, that -in fact- meant half a day at holidays' destination.
We have written to their Customer Relations email and got the reply that Emirates recommend a minimum of 2 hours for transfers at Dubai airport...and they sell tickets with connections in 2 hours and 15 minutes??? So cheap to provide a 30€ airport hotel and spoil the holidays at final destination!
Extremely disappointed, our family recommends not to fly Emirates with conections at Dubai airport. Emirates does NOT have their passengers interest at the center of their operations.
Last edited by Saltire74; Sep 2, 2018 at 1:10 pm Reason: Description of supervisor removed
Sep 2, 2018, 10:19 am
#2
Join Date: Oct 2015
Location: Economy, mostly :(
Programs: Skywards Gold
Posts: 7,801
You've completely discredited yourself with your racism.
That being said, Emirates was no operating the onward flight, while several points sound like poor service it is not up to EK to upgrade other pax on another airline. EK does have standby/waitlist. EK arrivals is one big corridor going in one direction, did you want them to run with you? Signage is clear. 9 million pax connect without hassle there every month so...
If you'd like to edit your post, remove the racist language and cut it down to pertinent points and specify what feedback or response you'd like I'm sure many here will be happy to help.
Ps: Ec261.
That being said, Emirates was no operating the onward flight, while several points sound like poor service it is not up to EK to upgrade other pax on another airline. EK does have standby/waitlist. EK arrivals is one big corridor going in one direction, did you want them to run with you? Signage is clear. 9 million pax connect without hassle there every month so...
If you'd like to edit your post, remove the racist language and cut it down to pertinent points and specify what feedback or response you'd like I'm sure many here will be happy to help.
Ps: Ec261.
Sep 2, 2018, 10:48 am
#4
Join Date: Oct 2015
Location: Economy, mostly :(
Programs: Skywards Gold
Posts: 7,801
Sep 2, 2018, 11:07 am
#5
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,600
You were way too late to catch the original flight unfortunately. You would have been offloaded from the original flight, no matter how quickly you thought you could get to T2. The Minimum Connection Time from T3 to T2 is 120 minutes. You'd have to reclear security, and then get the bus across (or the other way around). Emirates has no idea how quickly you could do that (we've seen on here before how people have 'dawdled' and missed connections).
I can sort of understand your point about being being put on the next flight with Business class seats available. However, I don't believe this is something Emirates generally do.
As skywardhunter mentions, you may be entitled to EUR600 per person for your delayed arrival.
And as above, I've no idea why you thought it appropriate to mention the "complexion" of a member of staff...
I can sort of understand your point about being being put on the next flight with Business class seats available. However, I don't believe this is something Emirates generally do.
As skywardhunter mentions, you may be entitled to EUR600 per person for your delayed arrival.
And as above, I've no idea why you thought it appropriate to mention the "complexion" of a member of staff...
Sep 2, 2018, 12:22 pm
#6
Original Poster
Join Date: Sep 2018
Location: Madrid, Spain
Programs: one world-Iberia, skymiles, skywards, millemiglia
Posts: 13
A man of strong complexion can be a Japanese Sumo fighter, a German beer drinker, an American hamburger lover or many other stereotypes.
The supervisor was not of short height or small complexion...how come you think he was dark skinned...???
The supervisor was not of short height or small complexion...how come you think he was dark skinned...???
Sep 2, 2018, 12:25 pm
#7
Join Date: Oct 2015
Location: Economy, mostly :(
Programs: Skywards Gold
Posts: 7,801
Because the word complexion generally refers to skin tone
Sep 2, 2018, 12:34 pm
#8
Join Date: Oct 2017
Location: In transit
Programs: AF/KL BA GF EK EY LH QR
Posts: 587
Sep 2, 2018, 12:34 pm
#9
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,600
Sep 2, 2018, 12:58 pm
#10
Join Date: Sep 2009
Location: Somewhere
Programs: AS MVP, EK Silver, Bonvoy Plat
Posts: 921
Either way EK was doing the right thing by proactively making their arrangements for them. The T3-T2 transfer is a painful one (or so I've heard) and EK tried to make it seamless for them - the next two flights might have already been oversold so best to just set expectations and say "you are confirmed for tomorrow, enjoy this nice room at the Copthorne" rather than "go and stand by for the next 3 flights and maybe you'll make it" the way they would on the US3.
Sep 2, 2018, 1:04 pm
#11
Original Poster
Join Date: Sep 2018
Location: Madrid, Spain
Programs: one world-Iberia, skymiles, skywards, millemiglia
Posts: 13
I had no idea about that meaning for complexion.
In my English learning skin is for skin and not complexion.
Apologies for an unintentioned misfortunate comment.
In my English learning skin is for skin and not complexion.
Apologies for an unintentioned misfortunate comment.
Sep 2, 2018, 1:16 pm
#12
Original Poster
Join Date: Sep 2018
Location: Madrid, Spain
Programs: one world-Iberia, skymiles, skywards, millemiglia
Posts: 13
HI DYKWIA,
Thank you for your constructive comment.
If the minimum necessary time to commute from the main terminal to T2 is 120 minutes, Emirates should stop offering the Madrid-Kathmandu trip because it has 135 minutes at its best. Any mimimum delay of up to 15 minutes makes you miss the connection.
And with all respect the commuting from one terminal to the other can be done in less time...as we actually did without knowing the airport or had any help from the Assistant or the tall and unprofessional Supervisor. With assistance or escort (as Emirates knows hours in advance how many travellers have to commute at T2) it can be done in one hour or less...we did it in some 50 minutes (net time). I have been escorted to catch planes in several airports and different airlines worldwide...it is not so rare.
My point is that putting a family of 4 at an airport hotel is the cheap (30€ plus meals) and unprofessional option for Emirates. Serving their clients has to be the #1 option.
Kind regards,
Thank you for your constructive comment.
If the minimum necessary time to commute from the main terminal to T2 is 120 minutes, Emirates should stop offering the Madrid-Kathmandu trip because it has 135 minutes at its best. Any mimimum delay of up to 15 minutes makes you miss the connection.
And with all respect the commuting from one terminal to the other can be done in less time...as we actually did without knowing the airport or had any help from the Assistant or the tall and unprofessional Supervisor. With assistance or escort (as Emirates knows hours in advance how many travellers have to commute at T2) it can be done in one hour or less...we did it in some 50 minutes (net time). I have been escorted to catch planes in several airports and different airlines worldwide...it is not so rare.
My point is that putting a family of 4 at an airport hotel is the cheap (30€ plus meals) and unprofessional option for Emirates. Serving their clients has to be the #1 option.
Kind regards,
Sep 2, 2018, 1:19 pm
#13
Join Date: Oct 2015
Location: Economy, mostly :(
Programs: Skywards Gold
Posts: 7,801
Back to the issue at hand, each passenger is potentially entitled to 600 EUR compensation under EC261, depending on the reason for the delay.
The policies with regards to waitlisting and standby can be debated, and I'd hope that theydt put you on a full flight where there are business class seats available and upgrade some people. Unfortunately as already mentioned your connection was on FlyDubai, a different airline, and while the two work closely together ultimately it's still a codeshare which means that EK may only have limited inventory available to them. They might only have 30 seats on such a flight that they can sell, out if the 160 or so on the aircraft. If those are all sold they might be unable to force more pax on. That's obviously unfortunate, and I don't know if that is the underlying reason, but it may at least partially explain it
Sep 2, 2018, 2:28 pm
#14
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,600
Which hotel were you sent to? Saying it's a EUR 30 hotel doesn't really mean much in Dubai A 5* hotel can be had for EUR70 at this time of year. The same hotel would be EUR 250 in a couple of months
Sep 2, 2018, 2:42 pm
#15
Join Date: May 2009
Location: Shanghai
Programs: BAEC (Gold), PC (Plat), HH (Gold), MR (Gold)
Posts: 2,729
HI DYKWIA,
Thank you for your constructive comment.
If the minimum necessary time to commute from the main terminal to T2 is 120 minutes, Emirates should stop offering the Madrid-Kathmandu trip because it has 135 minutes at its best. Any mimimum delay of up to 15 minutes makes you miss the connection.
And with all respect the commuting from one terminal to the other can be done in less time...as we actually did without knowing the airport or had any help from the Assistant or the tall and unprofessional Supervisor. With assistance or escort (as Emirates knows hours in advance how many travellers have to commute at T2) it can be done in one hour or less...we did it in some 50 minutes (net time). I have been escorted to catch planes in several airports and different airlines worldwide...it is not so rare.
My point is that putting a family of 4 at an airport hotel is the cheap (30€ plus meals) and unprofessional option for Emirates. Serving their clients has to be the #1 option.
Kind regards,
Thank you for your constructive comment.
If the minimum necessary time to commute from the main terminal to T2 is 120 minutes, Emirates should stop offering the Madrid-Kathmandu trip because it has 135 minutes at its best. Any mimimum delay of up to 15 minutes makes you miss the connection.
And with all respect the commuting from one terminal to the other can be done in less time...as we actually did without knowing the airport or had any help from the Assistant or the tall and unprofessional Supervisor. With assistance or escort (as Emirates knows hours in advance how many travellers have to commute at T2) it can be done in one hour or less...we did it in some 50 minutes (net time). I have been escorted to catch planes in several airports and different airlines worldwide...it is not so rare.
My point is that putting a family of 4 at an airport hotel is the cheap (30€ plus meals) and unprofessional option for Emirates. Serving their clients has to be the #1 option.
Kind regards,