Hi guys,

I have sadly recently experienced absolutely shocking customer service & pure incompitency with emirates.

I was arranging my mothers flights to get from Manchester (UK) to Perth (Australia) via Dubai & I saw an offer through skywards to upgrade to business class for the Dubai > Perth sector. I called the number (emirates in Dubai) and made the booking, however I was told to call back the following day to confirm & make payment as they had to authorise that my skyward miles were in my account. At this point I asked the lady on the phone if it would an e-ticked - which she replied YES it there would be both e-ticket and paper (which I thought was a little strange, anyway) The next day I checked my skywards account & sure enough the miles had been taken so I called emirates to confirm and pay but the lady said that in fact they can't issue e-tickets and because I wanted the tickets sent to the UK I needed to call emirates in the UK.

So... I speak to emirates UK and sure enough they tell me they can't help please call emirates in Dubai. In the mean time (and probably a mistake) I book the Manchester > Dubai leg online while there was still availablility. After a number of expensive overseas phone calls to Dubai / UK eventually my mother went to emirates offices in person only to be told the tickets can't be issued as e-tickets and can only be sent to UAE?!? Fantastic.

So we book her Dubai > Perth leg seperately (inevitably costing more - 2 seperate bookings) in economy. Emirates also promised my miles would be back in my account in 2 days, almost a month later they are still not back.

Can anyone tell me who I should contact who may be able to help me feel slightly less bitter about the whole fiasco?

Any reason why you didn't book online and select the "pick up at local office" option? Your tickets would have been held and you could have gone to the MAN EK office. If they were being difficult with skywards you could just walk away since you wouldn't have paid yet.

I would contact Emirates Dubai. They take forever to reply, but usually give a satisfactory response.

Cheers

RTW-Flyer, unfortunately that kind of experience is typical of my experience with EK. Dont get me wrong, I like EK but the they lack consistency as much as any major carrier. I was surprised about the statement that they had to verify the miles are in your account and it would take till the following day, they typically put me on hold to perform such a transaction but never heard of needing to call back the next day.

I have gotten pretty good success with Skywards with the following email address. [email protected]

Thanks for the feedback guys.

sadiqhassan - erm perhaps I was just being stupid but I don't think I was able to do the pick up at local office as it was some kind of special offer. That would obviously been perfect, also since I probably spoke with 7 or 8 different emirates staff I would hope they'd mention that to me at some point!

I'll try the skywards email address & see if I get any joy