Response to complaints
 

I politely complained of the lack of Wifi on two consecutive long haul A380 daytime flights in business when I had planned to get some work done. As a Gold member I thought they would at least throw me some miles as compensation.

Instead I received this reply after 30 days - I think it is quite arrogant - do you agree? Were my expectations unreasonable?

"
We regret to learn of your disappointment regarding our Wi-Fi service on
Emirates flight EK409 and EK 005 from Melbourne to London via Dubai on 20 November 2024

Wi-Fi is subject to intermittent faults and the quality or speed of the satellite connection is not within our control. Our service provider is working with regulators to extend coverage, we cannot guarantee that the service will be fault free and Emirates liability is limited accordingly.

Different factors can impact the Wi-Fi speed and connection, such as the altitude and flight path of the aircraft, the bandwidth or the settings of your device.
"
Thank you for giving us this opportunity to respond. We look forward to welcoming you onboard our flights again and hope that your future travel with us will be enjoyable.

No. I don't think it's quite arrogant.
Your expectations? Were they "unreasonable" ... maybe not, but a phrase starting with the words "First World..." does come to mind! :p

Of course that is a poor response, what did they tell you onboard about the failure of the internet availability ?

Unfortunately with WiFi ‘it is how it is’. Most of the time I get a good (albeit slow) connection, but a few months ago I was informed (via the IFE, I think) that there would be no WiFi at all on a flight (cannot remember the route). I would never depend on WiFi availability on an Emirates flight (and probably not on any flight at all).
The airline clearly states on the website that WiFi cannot be guaranteed. I can understand your disappointment about the availability but it is certainly not a reason to throw miles at everyone who complains.

It’s well known that the older A380s have terrible WiFi service. The newer ones are OK.

With QR moving onto StarLink, you’d hope that EK will do something to improve the reliability / consistency of their WiFi.

I have raised complaints with Emirates on serveral occasions. Every time I get the same response but worded slightly differently...

"We are sorry to hear that you are unhappy because..." and nothing more. Basically they acknowledge your email but don't change anything.