Emirates Airlines / poor customer service
On monday 3rd of september 2007 I flew on ek 30 from london heathrow to dubai. I checked in online on the sunday to reduce the amount of time I would have to queue with a 2 year old and a 7 month old. I arrived at the airport with plenty of time as I was already checked in, had to queue for about 10 mins which was not a problem. I got to the online check in desk only to be told that I didn’t have an electronic ticket number for my 7 month old.
I couldn’t check in my baggage so had to then queue at the ticket desk to get the electronic ticket number. To get the electronic ticket number took about 45 mins of standing in the queue there were only 2 members of staff on this desk and a lot of people in the queue.
While I was waiting I was very aware of the time I had to get through security and get to the gate.
I then checked in. At which time (16.00) I asked what gate the flight was at and was informed. I had to check in a baby car seat. It was tagged up and the check in lady told me to put it next to the self check in machines (Which were out of order) and that it would get taken down by hand and put on the flight.
Got to the flight with about 20 mins to spare. Gate 32 a very long way to walk with 2 children. Got on board the aircraft. We were kept waiting for about an hour before we taxied.
While on the flight I was not impressed with the service I received from cabin crew. I needed some water for myself and a drink for my 2 year old son. I had to ring the flight attendants button 4 times before anyone came to ask me what the problem was. This is not the service I have come to know emirates for.
Once we landed at 3.15am in dubai we were sent to a hardstand which involved getting on coaches. I had a tired 7 month old and a 2 years old who was asleep. I was offered no help in getting my bags down from the overhead storage, and had to ask for help to get off the aircraft. A member of cabin crew helped me off and as we left the seat I did ask whether I had anything left behind as I couldn’t see the floor (7 month old in sling on my chest holding 2 year old in arms) to which he replied no. He then dumped me on the coach.
Once on the bus I had relised that I was missing my 7 month olds comfort toy a pink blanket with a bunny on the corner. Once we got to the terminal I was informed that there would be strollers available for me to use. To which there was none! I went to the emirates desk by passport control to find out about the blanket that got left on board. I was told that the police would have it in departures. I also had to ask for a stroller.
Once through passport control I there was a delay of baggage coming up. My stroller was there waiting for me. While I was waiting for baggage to start arriving I asked the emirates staff if they could see if the blanket had been found to which I was then again informed that is nothing to do with emirates the police would have it. This blanket is rather important as my 7 month old can not settle without it. This person advised me to go to the baggage service by carousel 8. I walked down there only again to be told they could not help me. I was very distressed at this point.
By this time the luggage was coming up on the carousel. I got a porter to help with my bags. I was waiting for the baby car seat. It was about 30 mins after all the rest of bags came up did I start to think that maybe it had not made the flight. I approached a member of emirates staff who took the baggage tag number ek 589919 and would let me know.
I asked the member of staff if a message could be given to my husband, just to let him know what the hold up was and that we had a problem. I was just brushed aside. Another member of the public (Same flight) stayed to help me as I was distresses at the fact no-one was helping me with the car seat and blanket situation.
The member of staff disappeared so I couldn’t ask her about the car seat. At 4.45 I noticed that he flight number was no longer showing on the screen for the carousel. About 5.00 I managed to get the member of staff to tell me that the car seat had not made the flight, and that I had to make a report about it. The member of public who was helping me took my husbands details and went to inform him what the problem was. She managed to find my husband and pass a message to him.
I went back up to the baggage service to make a report and asked her if she could wait while I went to the toilet to change my 2 children and so I could go the toilet. She was rather rude and told me she couldn’t start the report without me being there which is not problem. All I wanted to do was for her to wait while I made my children and myself more comfortable. I felt under pressure from this member of staff to get the complaint out the way. The attitude of this member of staff was appalling; she was rude and very short with me. I filed a report and then asked if there was a seat I could use to put my 7 month old in to go home only to be told that they don’t have seats which I found appalling.
So if I had to drive a car how am I going to do this with a 7 month old in no seat!!!
I eventually got out and found my husband about 2 hours and 15 mins after landing.
I went to departures to see the police only for them to tell me that emirates would have the blanket that got left on the flight.
The evening of the 4th of september we had received no phone call informing us about the car seat. I tried to ring the number I was given several times during the day with no success. That night I received a text message at 1.30 am and missed calls to my phone at 4.30 and 6.00 am. This was appalling. Once I got up in the morning I phone emirates to get some information about the car seat. I was told I would received it by 10am that day (5th september) in the end I did not received the car seat till 13.30 - 14.00.
My points in his complaint are
1 - if you don’t have an electronic ticket number you shouldn’t be able to check in online
2 - staff this time were very unhelpful and rude
3 - emirates should have a few car seats available to lone out should a passengers not make the flight.
4 - emirates know how many strollers are checked in they should make sure that there are enough at the other end to cope with the flight especially a flight that lands in the middle of the night.
My experience with emirates this time has seriously made me think twice about using them again
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