I recently flew my family with Emirates to Bangkok from Sydney in first class using points. It was a mix of business and pleasure. I had a meeting at 10am on the morning I arrived at 1am so I chose first class( business was not available) to ensure a good sleep before meeting.
Instead what occurred was a night of horror. A young child decided it didn't want to sleep so screamed for 7 hours. The mother refused to move to the lounge and every passenger was kept awake. I understand the mother was also upset but the staff repeatably tried to get her to move and she refused.
So my family were in a bad state and my meeting was a disaster. I complained in writing to Emirates and requested a partial refund of my points. I felt this was the least they could do.
It took 6 weeks for a response and what I received astonished me. It was a condescending form letter from Diana Banh Customer Affairs Australasia.
"The service and well-being of our passengers is of utmost significance and we do regret, from your comments, that this was not your experience on this occasion.
In accordance with international aviation conventions and established case law, airlines cannot be held responsible for passenger-to-passenger interaction onboard an aircraft.
Nevertheless, may I take this opportunity to assure you that we will be taking this incident as an example and a learning experience for the future.
We hope you can appreciate that we have fulfilled our contractual obligation to transport you, under our General Conditions of Carriage. "
The interesting part to this is this ladies refusal to give me the name of her superior or give me a phone number. Emirates complaints department are anonymous, you cannot talk to anyone by phone nor question a decision.
I will never fly again with Emirates and urge other members to follow suit. It is with the weight of number that these large airlines will start to listen to their customers.
Instead what occurred was a night of horror. A young child decided it didn't want to sleep so screamed for 7 hours. The mother refused to move to the lounge and every passenger was kept awake. I understand the mother was also upset but the staff repeatably tried to get her to move and she refused.
So my family were in a bad state and my meeting was a disaster. I complained in writing to Emirates and requested a partial refund of my points. I felt this was the least they could do.
It took 6 weeks for a response and what I received astonished me. It was a condescending form letter from Diana Banh Customer Affairs Australasia.
"The service and well-being of our passengers is of utmost significance and we do regret, from your comments, that this was not your experience on this occasion.
In accordance with international aviation conventions and established case law, airlines cannot be held responsible for passenger-to-passenger interaction onboard an aircraft.
Nevertheless, may I take this opportunity to assure you that we will be taking this incident as an example and a learning experience for the future.
We hope you can appreciate that we have fulfilled our contractual obligation to transport you, under our General Conditions of Carriage. "
The interesting part to this is this ladies refusal to give me the name of her superior or give me a phone number. Emirates complaints department are anonymous, you cannot talk to anyone by phone nor question a decision.
I will never fly again with Emirates and urge other members to follow suit. It is with the weight of number that these large airlines will start to listen to their customers.
