Outward Flight Details
�? � LHR – Dubai: Thursday 24th Jan 08. Depart 13.45 (Flight 2)
�? � Dubai – Manila: Friday 25th Jan 08. Depart 03.45 (Flight 332)
Return Flight Details
�? � Manila – Dubai: Saturday 9th Feb 08. Depart 00.20 (Flight 335)
�? � Dubai – LHR: Saturday 9th Feb 08. Depart 09.50 (Flight 29)
Outward Journey: London Heathrow to Dubai
Check in at Heathrow is always a simple and quick affair thanks to the Online Checking line. However when we were being called on board for the flight after waiting in the departure lounge we were extremely disappointed in the way passengers were called onto the flight. The first announcement called first class and business class passengers; then followed by families with young children. Thereafter they began calling row numbers. There was no mention of any Skywards members being called. Should it not be one of the benefits of being a Silver Skyward member to be able to board in a convenient manner before row numbers are called? This was very disappointed for two regular Emirates flyers.
On board was fairly pleasant as before takeoff me and my wife were greeted at our seats by one of your crew members who welcomed us as Silver Skywards members. This was the first time this had ever happened and was a welcoming surprise. In addition to this once we were in the air another gentleman approached us welcoming us back as Silver Skywards members to this Emirates flight. Both me and my wife were very impressed in this small but meaningful gesture.
We found that the attentive and pleasant service by the cabin crew combined with the excellent food ensured we had a smooth flight into Dubai.
On arrival it was a bit frustrating waiting for the buses to collect us and take us to the terminal, however we hope that the new Emirates Terminal will be ready for passengers as soon as possible. We also found that the custom’s staff were, for the first time ever, quite polite. All our other visits to Dubai we found the airport customs staff to be quite arrogant and not accommodating to their visitors. As usual we found the Emirate Lounge to be very relaxing and the food was excellent, especially the lamb chilli.
Outward Journey: Dubai – Manila (Ninoy)
This was a contrast to our London to Dubai service. The staff were not as attentive as we had grown to expect from the first part of our journey. I have noted this the many times that I have flown to Manila. It appears that due to the flight containing majority locals that the service or expectations drop. I believe that on all airlines between certain routes some standards are lost or expectations lower due to the kind of passengers on board. I am lead to believe that all Emirates staff, including cabin crew members are trained to the same high standards as the staff who served us on the London to Dubai route. Needless to say I have made a fair comment and I hope that we can look at this as being a comment that can be of use to ensure all customers receive a consistent level of care. On a positive note the seat that we were allocated for this journey was fantastic for economy passengers. This indeed made the comfort factor of our flight far more relaxing and compensated our other concerns. We would be making requests for such seats should we decide to use Emirates again on this route.
Baggage Claim at Manila
This was extremely frustrating! I had to wait 40 minutes for my 2 pieces of luggage to come out. Surely I deserve better than this as a Silver Skywards member?
Return Journey: Manila (Ninoy) – Dubai
The ground customs staff at Ninoy airport were for the first time pleasant and helpful. On all other occasions that I have been at this airport they have been rude and not helpful. At least this was a nice change which we hope will remain. We were pleased that there is now a separate Online Check In queue available at Ninoy for Emirates. This made our check in quick and we did not have to wait in line, which is always a bonus! Although the lady who was checking us in was not so friendly.
However we had the same issue when attempting to board the flight at the departure lounge. They did not call any Skywards members to board the flight before calling the row numbers and when we used our initiative to approach a member of staff and showed him our boarding details, passports and Silver Skywards cards he tried to make us take a longer route and walk to the other side and wait, even though he was positioned in front of the entrance to the corridor leading to the aeroplanes’ doors! After a further minute or so speaking to this gentleman making our point as to why he would like us to walk a long route to go to this corridor even though there was no line he waved us through. This can only be summed up as utter stupidity on his behalf.
Onboard we were lucky again to have the front end of isle seats. The flight was generally pleasant however one cabin crew member, a Pilipino named Amanda, was very cold. Generally Philippine’s are warm and welcoming people, however Amanda was a complete contrast and I found myself wondering what good qualities she was employed by the Emirates Group. She was not so responsive and when giving the wrong drink to me I questioned it and when she eventually corrected it I never even heard a word of ‘sorry’. It is not as though we necessarily expected an apology, but some kind of acknowledgement is common courtesy and manners for any human being.
On another occasion on the flight we put our food trays on the side as we had to get up to use the bathroom, as she was passing by she just gestured with her finger to the tray and then to the seat. Implying to put the tray back on the seat. I thought this was extremely rude for anyone to do let alone a cabin crew member of the Emirates Group. I do expect these points to be bought to her attention so that at least she can be made aware of what she is doing wrong. Focusing on improvements is what is vital for all staff I believe.
Outward Journey: Dubai – London Heathrow
Again on this flight Amanda was onboard, but I am honestly thankful she was not serving in our isle. The cabin crew in our isle was very nice and attentive, one Japanese girl, who unfortunately I cannot remember her name, was very friendly and polite. She should be praised for her consistent hard work even though her English was not as natural and smooth as other cabin staff; she was still able to communicate as good as any English speaking native. In addition, Lous (probably from RAS judging by his accent) was polite and prompt in any requests that we made. Both of these members of your cabin crew should be praised and informed that they have received excellent feedback and I just wish that all Emirates cabin crew were able to work consistently hard as these two members. Well done to them both for upholding fantastic standards for economy class passengers!
Baggage Claim at London Heathrow
This was again frustrating. I had to wait at least 45 minutes this time for my two pieces of luggage to come out. When they did eventually come out they were in quite bad condition, especially one brand new suitcase appeared to be quite dusty and scuffed on the corners as it if had been dropped or mis-treated. This is very disappointing and this is the first occasion I have experienced the poor handling of my luggage. In addition I noticed that all the people who have also had connecting flights in Dubai, looked like from India, had their luggage all come out before mine. But this leads me back to my same point... as a Silver Skywards member do I not deserve a shorter wait and better treatment than this?
In Conclusion
I have taken the time and effort to write this letter as I feel that is it my responsibility to communicate my experiences to you. For an airline such as Emirates I do have high expectations and these are valid as this is the image that the Emirates Group has built up. It is frustrating that I have to provide this feedback and attempt to distribute it to addresses that I am not sure if anyone will take note of. Your Emirates and Emirates Group websites lack any attention to your customers to offer feedback. This neglect is quite offensive. There is no reference to any Customer Services department either in the UK or Dubai. This is extremely disappointing that the Emirates Group cannot advertise a method for their customers to provide feedback.
As a result it is my responsibility to circulate this letter to as many Emirate Group channels as I can so that somehow it does manage to reach the correct person who will make time and effort to read and follow up the contents of this letter.
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