On my flight from AKL to SYD the inflight entertainment system went down. I was given a form to complete for "Customer Affairs" by the Purser which I sent in. That was in mid February. Since I have received two letters from EK saying they are looking into it. Simple. Either the system was working or not. The Purser wrote the system up in his report. The country manager for NZ was even on the flight. Yesterday I get a reply- sorry. Problem is the lady did not even address the inflight entertainment system. It was lost while they "investigated" for over two months. Useless.

Had a number of complaints about this airline when traveling in F, not least a very disturbing conversation overheard between crew members while going to and from the loo. Bottom line from my experience EK don't give a monkey's about customer service (not that they are alone in this respect), but another reason why EK tends to bottom out my list of potential flight choices.

Please enlighten us of what you would have liked to hear from EK or any airline for that matter in such particular case (IFE in F not working on a short flight on a new plane)

Regards Oliver

First of all I would like it directly addressed and not lost over time. Once again. The system was working and went down. According to staff this is not uncommon. I don't care about the length of the flight or that it was a new plane. I paid full fare F for my flights. Compensation voucher for use on EK or points posted to my Skywards account. BTW. My mid-June UA/EK RTW F has been delayed. Anyone have thoughts on using 11368 EK points? Thanks

If it comes to compensation, considering catering, IFE, onboard service, etc. a very small part oft its business or first class product. They think, that it is the seat which represents 90% of the product value. It means that if there had been a problem with your seat, you would have probably received swift compensation.
Poor help, but maybe better than nothing: Redeeming Skywards Miles

for 12500 you get an upgrade on 2-3 hour flights... points are vaild for 3 years, so no sweat.

Regards Oliver

Thank you all. I will leave it to EK to determine the direction of our relationship.

I have written to EK's customer service too and have yet to hear from them. I did not submit my complaint on their form but rather wrote a seperate letter after a few weeks.

The complaint wasn't about their IFE or their seats but rather the attitude about their cabin crew. I was on a full F fare ticket.

Very briefly as to what happened... about an hour prior to landing in SYD from DXB, I noticed a senior male FA bring a junior FA from economy into the F class cabin. The seat opposite mine was empty and he brought the junior FA there for a little 'show and tell' about the wonders of the First Class seat. The junior FA was obviously working in the back because she gushed over the wonders of the seat, and proceeded to push all the buttons, play with the seat, and even switched on the IFE.. all the while in full EK cabin crew uniform while the senior male FA was showing her the features.

While I don't mind or care if the senior FA was indeed showing the junior cabin crew the wonders of this seat, but I do mind if it was done inflight while there are full fare paying F class passengers about. I say, do it while the aircraft is on the ground, before the passengers board and show your knowledge of this product to your hearts' content. But not in full view of the passengers!

While I mentioned this to the senior purser, she tracked down the guy (though I didn't even know who he was) and he confronted me in the galley to find out what he did wrong before he apologised for 'disturbing' me. I basically told him why he shouldn't be doing an inflight demo in front of full fare paying F class passengers but then the gall of it all is that he didn't see that he did anything wrong at all. And that if I have to tell him why, well, EK's training has a problem. Plus I didn't like the confrontation and I certainly didn't appreciate the Purser for putting me in that position. She was noticeably 'absent' during all this!

Anyway, I have written to EK and have yet to hear from them. We'll see how long before they reply.

I think that all pax (Full fare First Class, Business Class, and Main Cabin) need to maintain a "live and let live" attitude to the inflight crew and activities that occur during flight.

If we all budget in a little additional @:-) "flexibility" @:-) into our expectations there would be much less frustration and animosity towards the crews.

RC

From my experience, you will not hear from them. I have had many issues with them in the past and never get a response. I feel they have growning to quickly to cope with service requirements. I continue to fly them since their schedules/destinations suit me and upgrades are never denied.

A update. I NEVER heard from EK and therefore never had any resolution. I will NEVER fly this airline unless absolutely necessary. That means a EK plane is the last one on the tarmac outbound. The total lack of customer relations service over shadows my in air experience.

Guy,

I can't believe you would be soooo upset at one FA demonstrating a seat to another FA. This is the most ridiculous complaint I have ever heard. Not only did you verbally complain to someone's boss on the plane, you then WROTE a letter to the company complaining. I agree with the FA who found nothing wrong with his actions. Are you King because you fly first class? I fly and pay first class all the time and enjoy the humaness of normal human interactions in the front of the plane. If you are sooooo important, fly charter next time.

hehehahhaaa

Come on, be real. You were desperately trying to find something to complain about so you would get something FREE as compensation.

You are the type of traveller that ruins it for those of us with LEGIT complaints. I hope EK never responds to your laughable letter of complaint.

I think you're the one that has failed to see the point in this. If the FA wanted to do a demonstration .. he can do it by all means on the ground before passengers board. It's just common sense.. at least that's what we have been told and have been trained by when I was a F/A ions ago. I've asked other airlines.. SQ, CX, BA .. and the F/As all agreed that it is not normal for a FA to be doing that while the plane is on a revenue flight. Basically it is just common courtesy.

EK did respond to me.. I am not expecting compensation and they did not offer monetary compensation but just deposited 5000 Skyward points to my account. They did say that it was a service problem which they will look into.

A lot of people seem to be complaining about Emirates customer service (which is fair), so I thought I would site one example of when their customer service has been top notch. On a flight last year from AKL-MEL they were advertising a ridiculous number of Skyward miles for the flight (I mean like ridiculous, like 100,000+ in economy). Unsuprisingly though when I checked my Skywards balance after the flight I had not been credited with that crazy ammount. Consequently I decided to print off the page from their website that advertised the incorrect high milage, send it to them and see what their response was. I am glad I did. When I checked my Skywards balance about 1 month later I had been credited with 42000 Skywards miles, as a 'goodwill gesture'. So they are not all that bad!