I took an emirates flight from newcastle to india via dubai on the 6th march.i reached the airport abt 3 hrs before check in as adviced.since i was leaving the Uk for good and coming to india, i had quite a lot of luggage.anyways i was told tht my baggage was overweight n i either needed to trash some of it pay for it.also as per normal flight rules which allow 7-8 kgs hand baggage and the laptop bag is extra. Now these people at the airport told me that... NO ..emirates had changed the rules and its just ONE hand baggae and wht u put in it laptop or clothes or whatever it can be only 7kgs in total.now that created a HUGE problem for me coz most of the flights... infact all that i have travlled on so far (and i have travlled on many) allow 7-8 kgs a laptop bag, but the lady at check in kept insisting that no emirates and cahnged the rules and it was what she was telling me. I had a open return ticket for emirates and since i had travlled from india to Uk only 6 months back and i had carried a laptop bag and 7 kgs per person of handbaggage i had to ask her when they cahnged the rules to which the answer was 2-1/2 yrs back. At that point it seemed very clear that all emirates was trying to do was make money from me by charging a whopping 25£ /kg and trying to make up for its looses in this day of recession.
anyways till this point things were still bearable and i managed to literally trash tonnes of my stuff at the airport.but these people were so so uncoperative that werent even letting 0.5-0.75kg go by.all this trashing, packing reweighing time n again took us loads of time and it was almost 12:20 by the time we got our boarding passes with all check in and hand bag weight isssues being cleared off.and we were just proceeding straightaway for the boarding gates when they started announcing our names asking us to baord asap.this wasnt the first time i had taken a flight and me n my husband were walking as fast as we could.but then an emirates person met with with us ..almost like an escort but a very rude one.there was still time for the flight to take off and i do agree that all this dealy was our fault but even then taht doesnt give any place to rudeness..coz the person literally told us 'I DONT WANT U GUYS TO WALK... RUN!..no PLEASE NUTHIN'...i did to try to run but with the heels n the handbad n everything its not the easiest of runs from gate no. 11 to gate no 25.but the guy irrespective of the situation kept insisiting run..there isnt time to walk...
and then when we finally reached the gate the emirates person there literally shouted at my husband... that we r gonna offboard you from the flight... and i quote " I DEMAND AN EXPLANATION FOR THE DELAY"... please note "demand and not want or request"... what kind of customer service is that... and the guy went on to say that we want to weigh your hand baggages again... and this time on a normal scale and it showed a diff of 1.5-1.75 kgs again... when the lady at the check in had weighed them they were exactly accordind to specs nd weight limits so what gaurentee did i have that their analogue weighing scale didnt have an error but the 4-5 of them were so loud n rude n kept insisting that u either reduce your baggage in 3mins or they would take off ur luggage and take the flight without us... but i had important reasons to come back to india and cdnt have missed the flight i gave them the money... and and just boarded... just to see that more than half the flight was going empty so it was like that that extra 1.5 kgs wd've put an extra burden on the flight... so emirtaes needs to learn not to stick to the rules in the book likea parrot and that to co-opertae with the customer if and when possible and give certain leavage according to the situation... anyways but in all this episode the way i was treated in the last bit... the tone and the language that they used were so loud n rude and literally felt like an act of racism... these emirates officials wdnt have talked like that to a brit or american... but they take it as their right to talk to us as if they still rule our country.well news is... that those days are long gone by and I'm not gonna accept this or let this go by... if i have to take it to the media or to the court i will... but if these people think that they can treat the customer whatever way they want they are wrong.at no point am i denying that being late due to excess baggage wasn't my fault... but a big part of it was due to the handbaggage rule confusion... but that doesnt give anybody the right to talk to me or my husband or anybody like this. I had paid quite a good amount for that ticket and i will not take any kind of shit from anybody. I think emirates needs to look at the past where the airline industry was a model of customer services to ever other industry... where the flight officials always started and ended sentences with please n thanks.
I'm not letting this issue go by so i want this to be looked into asap nag given an explanation.
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