JGX

I complained about dreadful (actually inedible) food in J a while back - sent a letter (International Signed for) from the UK to the PO box in Dubai and got a very prompt reply. Then again, I did enclose a DVD with a video of the "food" with the letter and said I was more than happy to upload it to youtube if they couldn't open it. . .

planes&trains

What was the reply?

JGX

5,000 skywards miles and a standard apology.

bubba333

try making complaints on same at http://bbb.org or http://consumerboard.org

a.Ve

Be Aware When Booking Flights With Emirates. It Says 'Add A Hotel. 'You Will Now Be Booking With Emirates' Sub Agents - Tourico - A Rather Misleading Company...
I Booked My Flight With Emirates And When My Booking Was Complete I Clicked The ' Add A Hotel ' Not Knowing ( Nothing Showing ) I Was Now Dealing With Tourico. So as Me and My Family Arrived At The Hotel I Soon Realised That The Room Only Had 1 Double Bed. When I Was Booking My Ticked I Ticked 2 Adults And 1 Child ( I Have Proof ) So I expected To Find 1 Double Bed And 1 Single Bed. I Asked For 1 Extra Bed But They Said That They Can't Give It To Me Since I Did Not Ask For It. As A Matter Of Fact I Did Ask For It But When Tourico Was Dealing With My Hotel They Did Not Specify This. When I Asked For an Extra Bed From The Hotel They Said I Had To Pay 1000Baht Extra Per Day. I Was Shocked How It Was Even Allowed For 3 People To Sleep In 1 Bed All Together. They Said That The Child Could Have Been An Infant Since Tourico Didn't Specify The Age ( Which I Specified To Tourico).

Havoc10G

Why didn't you raise this with tourico at check in ESP if you had proof of the relevant booking?

leadpathfinder

If you want to make a complaint to Emirates..please go to the below link.

Snail Mail/Fax Complaint

http://www.emirates.com/english/help...x?faqId=194346

Online Complaint ...Log into Skywards and provide feedback on the feedback link.

If they dont respond, please go to http://www.consumerrights.ae/ and lodge a complaint. They are the equivalent of Better Business Bureaue and are extremely professional.

Hepless

I emailed my complaint to this address http://www.consumerrights.ae/. Got a reply with: "Apology for not being able to process your complaint because it is out of our scope, you may contact (Department Of Civil Aviation) the contact number is (042162009). When I emailed there- [email protected]; I was asked to email: [email protected]; When I emailed there, I was asked to email: [email protected].. back to square one..

Hepless

It all started when my husband logged in Air Emirates skywards to book our flights fr. Hamburg to Malaysia for Euro 835,68 each. While booking, Emirates website asked if we want to use our mileage points. We confirmed by clicking "Yes". The page appeared that our mileage points were not enough, it asked if we want to buy additional mileage. We clicked "Yes". A page appeared that we have to buy 2000 miles for Euro 62.00. Not knowing it costs more, we clicked "Yes" and paid via Visa (2 times Euro 62.00). Later, we received an email from Emirates about the paid transaction but no bookings confirmation.

My husband emailed Emirates to confirm our bookings as well as to pay the extra amount needed which is another Euro 277,67 for the total flight together with his mileage points of 18,000 and another Euro 385,71 plus my mileage points of 15,000 for me.

Since there was no answer from them after 9 days, my husband called their Help Center. The lady on the phone said she could not help us but advised to write an email which he said he already did. Despite of that, he emailed again. A day later, we received an email from Ms X – Senior customer Sales Frankfurt, to call 069- 945192000 for assistance on our case. My husband called this number and his call landed in Manchester Help Center & explained the situation. The gentleman adviced him to email Emirates to request for a reimbursement as an exception.

My husband answered Ms X Emirates email and informed her the telephone number which she gave landed in Manchester, which the gentleman on the phone did not know our our case. He also told her that he had to pay an extra of Euro 277,67 plus his 18000 mileage points for the flight to Malaysia. He asked if it is possible to combine the miles plus the amount he has to pay, as recommended on their website. Should it not be possible, to please reimburse us.

Ms X did not reply our email, but the computerised stereo-type Emirates Skyward website information email was answered by 3 other personnels starting fr. Mr. Y informing purchased Miles are non-refundable.

My husband answered explaining of their faulty website, because their Emirates Skywards website did not show “Flight bookings not possible with mileage points” when my husband logged into his account to book our flights. But instead, their website asked him if he wants to buy additional mileage of 2000 points for Euro 62.00. Since everything is computerised today, their website definately knows how many mileage points my husband and I are entitled to (which we both did not know). Therefore, it should not ask us to buy additional mileage at all. My husband asked them make this as an exception & reimburse us, as it is the fault of their website for not being accurate nor specific. He suggested their computer specialist correct this fault to avoid more misunderstandings in the future.

We got another computerised answer but from a different person - Mr. Z.

My husband emailed to clarify our case again: "When I log in, Skyward website goes straight to my account, which displays the mileage points I have in my account, but not of how many mileage points needed for a free ticket. It asked me to buy additional mileage of 2000 points for Euro 62.00. It asks the same amount for my wife’s account. I would not have done this transaction twice, if I knew it’s the mistake of your website. I trusted your website and followed instructions. Your website knew of my logging in to buy a flight, not shopping in your High Street. I would not ask for reimbursements, if it was not the fault of your website."

We got another same stereo-type answer but fr. another personnel- Mr. S with an addition of: "To maintain equality and fairness amongst all our members, we have to abide by the rules laid down by the programme."

What fairness to other members is this guy talking about, when Emirates did not rip off the Euro 124.00 from them?!

None of the 6 Emirates personnels answered the question of: If it is possible to pay for miles plus cash as stated in their website nor admitted it's the fault of their website. They all avoid reimbursements, except for the honest gentleman in Manchester Help Center.

I accidently read in http://www.airreview.com/Emirates/Frequent.htm that their Skywards website is purposedly designed to complicate customers to earn miles with cash. Once you make a mistake by buying the miles, you will never get your money refunded.

tibyannie

I made an online booking on 12th November 2013 at 4:35pm GMT from Frankfurt to Kochi on 15th Dec 2013 and returning back on 9th Jan 2014. I used my Maestro card to book this ticket. This option is available on Emirates.com site which is surprisingly unknown to all the support people at this number +448448002777. They were again and again asking me the 16 digit card number whereas this is not the case. The card consists of a 9 digit card number and a 9 digit account number only.

The account was debited of an amount of 1538.44 EUR and I didnt receive any booking confirmation for the same. Hence I called up the helpdesk at this number. One lady spoke and I told her the issue and she asked me for the 16 digit card number. I told her there is no 16 digit card number but I could give her what I have. She again asked for a 16 digit number. I told her the 9 digit one and she said “let me check” and came back saying again she is not able to retrieve the card details and she suggested we call the bank and ask them to confirm our card number or check with them if the payment was made to Emirates itself. I told her I have the card in my hand and also the transaction is stated clearly on the bank statement and why I should call the bank again for the same. So she said “let me check” again and went on hold again. She again came back saying they are unable to locate this booking and finally asked me to send her the bank statement (which I had been suggesting her from the first time itself). She also said after sending the statement I should call them again and confirm they have received the attachment to [email protected]. I said sure and dropped the call.

I send the mail to the requested email address and called them back. Here comes the funny part. One guy took the call and asked me to wait while he checked this. I said okay and he went to check if they have received a simple email and I waited on hold for about 20mins. Can you believe it how much time they would take to check if they have received a simple mail to [email protected]. So I got fed up because of the amount of time and money wasted for this issue and I disconnected the call.

I called them back again and another guy attended my call and explained the issue again (Now, the 3rd time!). He said he will check and I told him I do not want to waste my time and money any more. He said he will check fast and come back. So off he went for another 5 mins may be and came back saying he will send an email to some online support (so who are these guys now?) for this matter and have them to investigate the same. And he was saying, “as per you said, there has been a booking but we cannot see the same”. It is like I am making up the whole story. They could be more polite and decent to the customer who is worried about the loss of money. And see how much time has been wasted on a simple enquiry. I cant believe the world famous Emirates has such a bad customer support. I had to waste 2 hours to even log this issue. And I dont know how much more time it will take to sort this issue out. They claim they have sent some mail to some support and there is no reference number for the same. Is this the professionalism that Emirates has to offer?

A frustrated and angry and disappointed customer.....

jfdxb

Maestro is only something they offer from the UK from what I remember. I think you are using the realtime bank transfer option. I've booked using that option from HAM twice and that happened to me once. The other time worked fine.

If you called the UK call centre number and quoted Maestro (maybe because your Maestro card is linked to the bank account they debited, like mine) then that is probably why they got confused and you got the run around asking for a 16 digit card number.

If you give them your flight details you were booking there should be at least a reference number you can work with.

IsNoGood

Yes from what I seen its impossible to make a complaint, if you do manage to get some info to them they will answer you in 30-60 days if your lucky.

This is classical example, of a biz who don't understand the product they sell and the ones who buying it, 100% disconnect to facts.

Don't matter what you think and feel as long as somebody making money from Ads they running or football players have photo taken, Im guessing they Nobody told them that football fans are likely not biz class flights

http://www.consumeraffairs.com/travel/emirates.html

IsNoGood

"Emirates all pending" Facebook group, not that I think it will help as they 100% ignore all complaints unless you football player

Worst airline in the world awarded, Sorry best airline in the world, title from the
In flight Mag of Emirates dept.

IsNoGood

Got back to you as to say, Dear Mr XXXX

Thank you for your query – we will respond as quickly as possible.
For your reference, please find a summary of the information you submitted:

Or the from 13 Jan still unanswered ?

Thank you for your recent correspondence.

The events that you have described are being looked into and one of our Customer Affairs Officers will write to you once our review is complete.

The review itself may involve a number of operational departments, and possibly third-party providers, therefore our response to you may take up to 30 days. Please be assured that we will do all possible to reply inside 30 days.

IsNoGood

Ha ha, Joke of the 2014,

Perhaps point you to DHL, who inside 30min have answer your email, and working on solution if any to the issue put forward.

DHL simply found at some point, that keeping customers was a lot easer and cheaper then trying to trick new ones into the shop, they even has a name for it

"service"