I HAD SENT A LETTER TO EMIRATES ON 15TH DEC BUT DIDNT HEAR FROM THEM, WHAT CAN I SAY FURTHER, ... VERY POOR SERVICE BY EMIRATES STAFF AND THEIR CUSTOMER SERVICE DEPARTMENT.
To
The Manager
Customer Affairs Department
Emirates
P.O. Box 686
Dubai
United Arab Emitrates 15th Dec
Ref - E Ticket Number : 17655763920649 – 54
Skywards Number: EK 252539033
Dear Sir,
Season’s Greetings!
It was pleasure flying with Emirates between Glagow and Bangalore via Dubai on 6th Nov. Unfortunately we did not experience the same while returning from Kolkata to Glasgow via Dubai on 6th Dec.
The details of all our experiences with Emirates are mentioned below for your kind attention and necessary action.
1. On 5th of Nov we had been informed from Emirates Glasgow office stating that we will be getting hotel accommodation at Dubai on retun as we were to wait for 8hours at Dubai. It was also mentioned that we could ask the voucher at Kolkata Airport with Emirates staff on the date of travel.
When we enquired at Kolkata Airport with Emirates staff for hotel stay voucher we were told that the same had to be asked at Dubai and we will get necessary assistance by Emirates staff at Dubai Airport.
While waiting for the flight at Kolkata Airport, we were informed that the flight to Dubai EK573 was delayed by 50mins and will depart from Kolkata at 9.30pm (IST) But the flight took off by 10pm (IST), it means that the flight was delayed by 1 hour and 20 mins. We reached Dubai at 1.40am (Dubai Time) and by the time we reached the Transit counter after security check, it was 2am (Dubai Time)
2. On enquiry about the hotel stay voucher at the Transit Counter of Emirates we were denied the same stating the reason that the waiting time was less than 8 hours. There was no apology given for the flight delay and we were not directed properly and not even informed about any snacks voucher.
3. We were running from pillar to post with our 10 year old child and no Emirates Staff were in a mood to help us out and assisted us properly. My son had to experience physical & mental agony as it was an odd time of the day when he should have been relaxing. At around 4am luckily we asked one of the duty free shop customer assistant and he informed us about snacks voucher.
4. When we reached the restaurant, the waiter was not very friendly and did not guide us to the table. He did not even bother to ask for our choice of juice and braught Apple juice. When we insisted he braught us Orange juice. A shabby plate of snacks, much below the standard of Emirates, was served with oily and cold samosa and spring rolls with four small pieces of sandwiches. Ketchup was served only after we asked. We were denied tea or coffee and were told that it is not included in Emirates pacakge.
The above experiences raised many questions in my mind about the Emirates. However for few of the questions I would like to get an answer as this was my first experience with Emirates (I hope it should not be the last one)
Question 1 Why were we denied the hotel stay voucher at Dubai Airport by Emirates Transit Counter Staff for no faults of ours as in any case we waited for more than 8 hours because the flight EK573 was delayed by 1hour 20mins.
Question 2 Why were we not guided / assisted by Emirates staff at Dubai Airport as we were travelling with child.
Question 3 Why were we not informed or guided for snacks voucher by Emirates staff at Dubai Airport
Question 4 Why were we treated in a disrespectful manner at the restaurant for snacks offered by the Emirates at restaurant. One would expect to have hot cup of tea or coffee at such an early time of the the day (4am) rather being given cold juice, not of our choice.
Question 5 How would you account for the physical and mental stress that my child had to experience because of your poor service
I do not know how you would convince me to fly with Emirates in future as we are frequent flyer from UK to India atleast twice a year and this was one of the reason that we enrolled with your skywards programme (EK 252539033)
But having such an experience, it really creates a shabby picture of Emirates
Hoping an early and convincing reply.
Thanking You
Yours Sincerely
Sanjeev Kuma
0 comments