Travelmate
Newbie
- Joined
- Jun 9, 2011
- Posts
- 1
Hi Folks
I am a frequent international flyer and tried emirates for the first time recently - TERRIBLE EXPERIENCE, and my customer service dealings are indicative of their 'Emirates Experience'.
Hope you enjoy my experience below (read from bottom up). As you will see I received cold shoulder on my 'compensation' request.
If anybody has any recommendations on follow up to Customer service email of 22 May - please advise?
You can also read about the flight I was on EK409 (9 April) 'emergency landing, smoke in coughpit' at the following sites:-
Emirates plane in emergency landing - Emirates 24/7
Emirates plane in emergency landing at Chennai airport | Aviation News
Incident: Emirates B773 near Chennai on Apr 9th 2011, smoke in coughpit
Air Crash Observer: Emirates plane in emergency landing at Chennai airport
Thanks
From: [email protected] [mailto:[email protected]]
Sent: Sunday, 22 May 2011 3:01 PM
To:
Subject: Our Ref. DXB/X/NO/030511/6745042
Our Ref No: DXB/X/NO
22 May 2011
E-mail:
Dear Mr ,
I refer to your email message of 02 May addressed to our Vice President Customer Affairs, Mr Bruce Forbes, on whose behalf I am responding
Once again on behalf of Emirates, I wish to reiterate my apologies for the inconvenience you experienced as a result of flight EK409 diverting to Chennai due to technical difficulties.
The level of service you have detailed in your correspondence is not indicative of the service we strive to offer our customers and your observations with regard to the handling of this delay have been forwarded to our Airport Services Manager in Chennai for his appropriate action.
We can fully appreciate the complications that arose through this difficult situation. An internal investigation is under way to ascertain where service failures may have occurred, and in this respect your feedback will prove invaluable.
I wish to highlight that our offer of 20,000 complimentary miles was not intended as compensation, but as a goodwill gesture for the events you had described. May I respectfully suggest you contact your Travel Insurers to claim the out of pocket expenses incurred.
Thank you for providing us with your constructive comments and observations. At Emirates our passengers' views and opinions are of enormous value in helping us refine and enhance the quality of our service and product.
We look forward to your future travel for another opportunity to demonstrate our service commitment.
Yours sincerely,
Customer Affairs
From:
Sent: Monday, 2 May 2011 8:39 PM
To: '[email protected]'
Subject: RE: Our Ref. DXB/PX/AB
Dear Mr Forbes,
I have just returned to my office and received your email as below – in relation to flight EK409.
Given a combination UK/EUROPE and UAE trip, and positive recommendations from colleagues and friends – I chose Emirates as my carrier for the first time for my literary (attached). Given the positive recommendations of Emirates and joined as a Skywards member and changed my principle credit card to the CITI Bank Emirates Platinum card; with the aim to make Emirates my principal carrier for all international travel.
Whilst I accept your advice that the technical difficulties of flight EK409 were unfortunate and due to circumstances beyond Emirates airlines; the services provided by Emirates staff during and resulting from flight EK409 were incompetent, shockingly unprofessional and outright negligent for the following reasons:-
The remainder of my trip, including multiple internal flights (through Ireland and mainland Europe) with experienced carriers was a complete success, until my return flight EK076 was once effected by EMIRATES AIRLINES.
In compensation you have provided me with points which at best can provide me with a one way flight Melbourne – Auckland. This compensation is nothing but INSULTIUNG.
In summary given Emirates airlines goal:- “quality, not quantity” and “known the world over for our commitment to the highest standards of quality in every aspect of our business” (excerpt from The Emirates Story | About Emirates | Emirates) minimum compensation for my severely disrupted experience would be:-
I look forward to receiving your prompt response.
Sincerely,
From: [email protected] [mailto:[email protected]]
Sent: Sunday, 10 April 2011 5:01 PM
To:
Subject: Our Ref. DXB/PX/AB
Our Ref No: DXB/PX/AB
10 April 2011
By e-mail:
Dear Mr ,
Emirates wishes to apologise for the unfortunate technical difficulties that resulted in the diversion of flight EK 409 on 9 April, from Kuala Lumpur to Dubai to Chennai. This diversion was due to circumstances beyond Emirates control, and all measures were taken to ensure a replacement aircraft is ready for departure as soon as possible. The safety and security of our customers and staff is the paramount priority of Emirates, and we are sure you will concur with this position.
Hotel accommodation and meals were provided in Chennai. Our staff will ensure that onward travel arrangements are maintained, and that where services are provided by Emirates any date change fees and penalties will be waived.
Whilst this diversion was due to extraordinary circumstances beyond Emirates control, Emirates would like to offer compensation as a goodwill gesture. As an Economy Class passenger, Blue Skywards member, we have credited your Skywards account with 20,000 miles.
Emirates appreciates that your travel has been prolonged, and we can assure you that every effort has been made to ensure that your travel plans are returned to normal as soon as possible.
Once again, please accept Emirates sincere apologies for the disruption to your travel arrangements, and let me assure you personally that this is an isolated event, and we will do our utmost to restore your confidence in Emirates as your airline of choice.
Yours sincerely,
Bruce Forbes
Vice President Customer Affairs
Emirates Airlines
I am a frequent international flyer and tried emirates for the first time recently - TERRIBLE EXPERIENCE, and my customer service dealings are indicative of their 'Emirates Experience'.
Hope you enjoy my experience below (read from bottom up). As you will see I received cold shoulder on my 'compensation' request.
If anybody has any recommendations on follow up to Customer service email of 22 May - please advise?
You can also read about the flight I was on EK409 (9 April) 'emergency landing, smoke in coughpit' at the following sites:-
Emirates plane in emergency landing - Emirates 24/7
Emirates plane in emergency landing at Chennai airport | Aviation News
Incident: Emirates B773 near Chennai on Apr 9th 2011, smoke in coughpit
Air Crash Observer: Emirates plane in emergency landing at Chennai airport
Thanks
From: [email protected] [mailto:[email protected]]
Sent: Sunday, 22 May 2011 3:01 PM
To:
Subject: Our Ref. DXB/X/NO/030511/6745042
Our Ref No: DXB/X/NO
22 May 2011
E-mail:
Dear Mr ,
I refer to your email message of 02 May addressed to our Vice President Customer Affairs, Mr Bruce Forbes, on whose behalf I am responding
Once again on behalf of Emirates, I wish to reiterate my apologies for the inconvenience you experienced as a result of flight EK409 diverting to Chennai due to technical difficulties.
The level of service you have detailed in your correspondence is not indicative of the service we strive to offer our customers and your observations with regard to the handling of this delay have been forwarded to our Airport Services Manager in Chennai for his appropriate action.
We can fully appreciate the complications that arose through this difficult situation. An internal investigation is under way to ascertain where service failures may have occurred, and in this respect your feedback will prove invaluable.
I wish to highlight that our offer of 20,000 complimentary miles was not intended as compensation, but as a goodwill gesture for the events you had described. May I respectfully suggest you contact your Travel Insurers to claim the out of pocket expenses incurred.
Thank you for providing us with your constructive comments and observations. At Emirates our passengers' views and opinions are of enormous value in helping us refine and enhance the quality of our service and product.
We look forward to your future travel for another opportunity to demonstrate our service commitment.
Yours sincerely,
Customer Affairs
From:
Sent: Monday, 2 May 2011 8:39 PM
To: '[email protected]'
Subject: RE: Our Ref. DXB/PX/AB
Dear Mr Forbes,
I have just returned to my office and received your email as below – in relation to flight EK409.
Given a combination UK/EUROPE and UAE trip, and positive recommendations from colleagues and friends – I chose Emirates as my carrier for the first time for my literary (attached). Given the positive recommendations of Emirates and joined as a Skywards member and changed my principle credit card to the CITI Bank Emirates Platinum card; with the aim to make Emirates my principal carrier for all international travel.
Whilst I accept your advice that the technical difficulties of flight EK409 were unfortunate and due to circumstances beyond Emirates airlines; the services provided by Emirates staff during and resulting from flight EK409 were incompetent, shockingly unprofessional and outright negligent for the following reasons:-
- Initial communication from the flight deck and stewards was exceptionally limited on the initial problem or where we were to be making an emergency landing. Given I had seat over the wing and witnessed the fuel being dumped and on landing emergency vehicles on the runway.
- On landing flight, flight deck was further limited in communication – only advice was there was a technical electrical and fuel pump problem and it would be investigated over the next 1 hour. Why were we not exiting the plane; given the fuel dumping and emergency vehicles on the runway?
- Over the next 3 hours following the initial advice, no further communication was provided, the air conditioning was turned off and limited drinks were provided – despite numerous attempts to contact stewards. Given the warm external temperature – over 35 degrees, the internal environment was exceptionally uncomfortable.
- After 3 hours of waiting the flight deck advised that the problem needed further investigation and passengers were finally able to exit the plane. I chose this option and joined other travellers exiting. Accompanied by Emirates Stewards I was transferred to the main terminal and only provided with 45 minutes respite prior to being advised that the problem had been rectified and we were required to return the plane.
- I returned only to wait a further 1.5 hours without any advice on the status, despite the advice I had to return due to rectification of the plane.
- 2 hours after returning to the plane – and 5 hours after initial landing; we were advise that the efforts to rectify the technical problems had not been successful and we were to be staying overnight in Chennai.
- A further 1-2 hours passed before we exited the plane into the terminal. Flight deck advise was that alternative transportation was being sought in addition to rectification of all connecting flights.
- In the terminal, Indian passport control took our passports. I raised SIGNIFICANT concerns with adjacent Emirates staff about handover of passports in a foreign third world country. Emirates staff advice this was the ONLY OPTION to exit the airport.
- On collecting my baggage I was advise by Emirates staff to exit the airport and meet other staff outside to be transferred to hotels. On exiting NO Emirates staff were present. Passengers were ABANDONED in the carpark of a third world country, without their passports and being directed by numerous unidentified locals – who appeared to be hotel attendants.
- After waiting nervously in the carpark unaccompanied for over 45 minutes, I was transported to a Chennai city hotel – not in a bus with a main majority of other passengers. But in a private car – with only 3 other passengers: another major security risk.
- On arrival at the Hotel AGAIN Emirates staff were not present; and I found myself discussing with Hotel staff as to what Emirates was providing in terms of accommodation, food and alternative flights. WERE was the Emirates SERVICE – not present.
- After hotel check-in and dinner provided by Emirates, hotel staff at were still not able to provide advice from Emirates as to time or even date of the new flight; and that they would call our rooms when Emirates had advised. At this stage I had been awake for over 24hours, and went to shower, make alternative arrangement for my arrival and other in London (of which the international calls where at my cost), and sleep.
- Over the next 5 hours, I was called by the hotel more than 4 times, advising of changes in departure time. Departure 1.00, 1.30, 2.00, 2.30 – finally resulting in advice that we were required to depart the hotel at 3.30am; 7 hours after arriving.
- On arriving at the airport now 1 day late for my arrival in London, once again NO Emirates staff were present. Passengers had to make there way into the terminal and then find Emirates staff – who were attempting to hand out passports. Essentially all passenger passports were pilled on 4 check-in desks, with local airport staff attempting to read the names and hand them out. This appalling effort resulted in over 200 passengers riffling through passengers passports to find their ONLY PRIVATE LEGAL IDENTIFICATION to exit the country: another major risk to my personal security.
- On recept of passport, I went to check-in desk. Where I was provided with new boarding pass for a flight departing Chennai at 10.30am (7 Hours after departing the hotel) and standby ticket for transfer to London. The onward journey ticket had me booked onto a flight arriving into London Heathrow MONDAY 2pm; 2 Days after my initial arrival – which Emirates staff advised was the next available flight.
- On arrival in Dubai, I was in contact with my family via phone – who advised that an earlier flight was available arriving into London Heathrow Monday 8am. Only after waiting in the line with my other 200+ passenger complaining of the terrible, unprofessional and security endangering service provided by Emirates, was I able to have my flights adjusted to the earlier flight. Why wasn’t Emirates advising of this earlier flight – did the airline believe I wanted to spend more time than the already 60 hours in transit?
- Given the flight departed at 2am Monday and I had arrived 1pm on Sunday, Emirates provided me with accommodation and dinner.
The remainder of my trip, including multiple internal flights (through Ireland and mainland Europe) with experienced carriers was a complete success, until my return flight EK076 was once effected by EMIRATES AIRLINES.
- Upon check-in for flight EK076 I was advised that I had ‘deviated’ from my original literary; and as a result my return flights had been SUSPENDED i.e. CANCELLED by EMIRATES AIRLINES.
- After over 2 hours discussing my original inbound flight delays with airport staff, Emirates airlines staff and managers; my SUSPENDED flights were reissued and luckily seats were available for me to travel from Paris to Dubai and the Dubai to Melbourne. However this cost me my preferred seating choice of isle seat from Dubai to Melbourne, resulting in an exceptionally uncomfortable 12.5 hour return flight in a middle seat.
- Over 75 hours travel time from Melbourne to London Heathrow.
- Two unplanned stopovers in INDIA and UAE.
- 7 Hours sitting on a runway in Chennai, India
- Jeopardised my safety numerous times in Chennai by providing no Emirates staff; either externally at the airport or the hotel.
- Significant mobile and telephone costs in changing my travel plans.
- Loss of 2 days of my 8 day trip to UK.
- Cancelled my return flights from Paris to Dubai.
- Did not provide me with my preferred seating choice of isle seat Dubai to Melbourne. Resulting in a very uncomfortable 12.5 hour return trip.
In compensation you have provided me with points which at best can provide me with a one way flight Melbourne – Auckland. This compensation is nothing but INSULTIUNG.
In summary given Emirates airlines goal:- “quality, not quantity” and “known the world over for our commitment to the highest standards of quality in every aspect of our business” (excerpt from The Emirates Story | About Emirates | Emirates) minimum compensation for my severely disrupted experience would be:-
- Points equalling a replacement return Melbourne – London flight.
- $USD150 to compensate for telephone costs incurred.
I look forward to receiving your prompt response.
Sincerely,
From: [email protected] [mailto:[email protected]]
Sent: Sunday, 10 April 2011 5:01 PM
To:
Subject: Our Ref. DXB/PX/AB
Our Ref No: DXB/PX/AB
10 April 2011
By e-mail:
Dear Mr ,
Emirates wishes to apologise for the unfortunate technical difficulties that resulted in the diversion of flight EK 409 on 9 April, from Kuala Lumpur to Dubai to Chennai. This diversion was due to circumstances beyond Emirates control, and all measures were taken to ensure a replacement aircraft is ready for departure as soon as possible. The safety and security of our customers and staff is the paramount priority of Emirates, and we are sure you will concur with this position.
Hotel accommodation and meals were provided in Chennai. Our staff will ensure that onward travel arrangements are maintained, and that where services are provided by Emirates any date change fees and penalties will be waived.
Whilst this diversion was due to extraordinary circumstances beyond Emirates control, Emirates would like to offer compensation as a goodwill gesture. As an Economy Class passenger, Blue Skywards member, we have credited your Skywards account with 20,000 miles.
Emirates appreciates that your travel has been prolonged, and we can assure you that every effort has been made to ensure that your travel plans are returned to normal as soon as possible.
Once again, please accept Emirates sincere apologies for the disruption to your travel arrangements, and let me assure you personally that this is an isolated event, and we will do our utmost to restore your confidence in Emirates as your airline of choice.
Yours sincerely,
Bruce Forbes
Vice President Customer Affairs
Emirates Airlines