I've been waiting since 29 April to get a response to my complaint on Emirates flight from Manchester to Perth with my family. The trip cost us in excess of £2, 500 and we were treated rudely along with many other passengers. I've just received a brush off response (below) from Emirates and although I'll never fly with them again, I feel enraged enough to take this further as I don't think they should be allowed to get away with treating people so poorly. Does anyone know how to get past Customer Services and through to management at Emirates?
Dear Ms Lopez
Thank you for your further feedback.
I am sorry if we have been unable to bring this matter to an amicable conclusion on this occasion.
Yours sincerely
Sharon Hurdiss
Customer Affairs Manager
From: Fiona Lopez [mailto: [email protected]]
Sent: 17 August 14:27
To: Customer Affairs UK
Subject: Re: LON/X/SM/050510/6698534
Hello
Thanks for the response - I am pretty appalled that its taken over 3 months for a response. How can that be justified? Do you have targets that you need to meet when responding to passenger complaints? I think that is incredibly shoddy.
I'm annoyed that because of the time lapse, there's no specific response to my complaint, other than your generic regret. Great, so you're sorry that I experienced a really awful 24 hours - and I paid for that privilege! My trip cost over £2, 500 and I was treated rudely - I think your response is cynical! The staff on my flight were downright rude and uncivil not to just me but other passengers and it annoys me that they will never be taken to task over the poor service they gave paying customers.
During the 3 month interlude, I've been taking part in online brand reputation surveys and have discovered that Emirates is actually suffering a huge loss of goodwill across the globe. A number of other ex-Emirates passengers have confirmed my experience, so it appears Emirates is going through something of a negative transformation.
Rest assured, I won't be travelling Emirates in the future, unless of course someone gives me a free ticket!
Best wishes
Fiona
On 16 Aug at 17:22, Customer Affairs UK wrote:
Our Ref: LON/X/SM/050510/6698534 (please quote in all correspondence)
16 August
Ms F Lopez
[email protected]
Dear Ms Lopez
I write further to our acknowledgement with reference to your email dated 29 April. I apologise for my delay in responding.
Needless to say, I was sorry to learn of the dissatisfaction you felt during your recent travel with Emirates and appreciate the opportunity to respond to the points you have raised.
I was most concerned by your comments relating to the overall service received onboard flights EK425 and EK019 on 28 April from Perth to Manchester via Dubai. I wish to assure you that this is not indicative of our normal level of service.
Ms Lopez, we expect our staff to represent Emirates in a caring, helpful and professional manner at all times and there is no excuse for rude, unprofessional or unfriendly service.
I can only apologise for what must surely be a rare lapse in our service standard. We certainly appreciate you bringing this matter to our attention and wish to assure you that I have forwarded your comments to the senior manager of In-Flight Services for internal review and appropriate action.
I am truly sorry if your impression of Emirates has been marred and very much hope that this experience will not reflect upon your future choice of airline. I hope that we will continue to have the pleasure of welcoming you onboard our flights. I would like to assure you that our passengers’ views and opinions are of enormous value in helping us refine and improve the quality of service.
Yours sincerely
Sharon Surmon
Customer Affairs UK
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