Booked a J Class flight for partner and myself on a Business trip from SYD - AKL - MEL in February this year ( $3200 Flex fare) But due to meetings being changed I had to call and cancel 3 days later. When I did so i asked if this fare was refundable but was told it was not but would be held as credit for future bookings ( happy with that ) and then the CS officer from the Dubai call centre said the taxes however were refundable and I could claim these via the on-line claim form. I have been flying EK for over 5 years and thus was familiar with this on-line claim process and have previously claimed on line refunds easily. So I dulycompleted the claim and received refund of $ 400 . However when I went then to rebook new flights using the credit left ( i imagined approx $2800 available less any fees) I was told I had been refunded the fare and my credit was zero! 12 calls to Call Centres, 5 emails to various on-line links and a personal visit to the MEL ticket Office have left me utterly frustrated and annoyed as no-one will listen to what happened. I dont want a refund - just the credit for the $ they have appropriated. What's realy galling is : a) they deny my conversation took place with the CS guy in the first place and what he said and that I am clearly not familiar with making a booking - I have made hundreds of bookings for myself and staff b) my various attempts to lodge web complaints are met with no reply at all c) the MEL Ticket office staff say to my face they understand but state " all matters like this are for Dubai and we cannot help you , you have to log a request on line ".
If this is how EK look after someone who has Skywards Gold for 3 years and spent well over $ 150K with them i dread to think what they do to the average punter. Does anyone know where I go from here ??
If this is how EK look after someone who has Skywards Gold for 3 years and spent well over $ 150K with them i dread to think what they do to the average punter. Does anyone know where I go from here ??
