Emirates — overcharge on excess baggage
I have submitted the below complaint to emirates and have yet to receive thoughtful response. I received one response a month after filing that said I got charged according to the correct policy, without addressing the fact that their own hq gave out the wrong information. When I tried to follow-up twice - leaving 3-5 weeks gap inbetween, I still did not get response. They also, in their responses, have been addressing me by name but listing the address of a totally different customer - which is unprofessional and potentially a breach in privacy...
On october 25th, 2012 I flew out of nairobi’s jomo kenyatta airport on emirates flight to chennai through dubai. This letter is to contest the excess baggage charge that was imposed at check-in.
Two days prior to taking the flight I attempted to call the emirates office in nairobi to clarify the baggage allowance for my flight as the e-ticket was unclear. It said 30kg and two bags but did not say whether the weight was per bag or total. I could not find clear clarification online either, despite looking for an hour, so I tried calling. As I could not get through to the nairobi office after trying 2-3 times I called the head office in dubai.
The dubai office picked up and clearly told me it was 30kg allowance for each bag. However, when going to check-in at nairobi’s international airport, I was told that the allowance was 30kg total, not per bag. I told them that I had received different information on the phone and that I would appreciate if they could call the emirates office. They said they could not multiple times and directed me to have the emirates ticketing office on the side call. While waiting in line for almost 20 minutes, I took the dubai number for emirates and called three times and could not get through. As I wasn’t being served quickly in person as well and my flight was soon to depart I made the decision that I should pay the charge on credit card, so as not to miss my flight, and then contest later.
While in line at check-in, prior to deciding to pay given the time constraint, the man behind me said he had the exact same experience. Both him and I were in a similar position & ndash; we were moving from nairobi to other international locations. He to taiwan and me to india. As we had to move our whole life into suitcases we both had taken special care to call emirates to find out about baggage restrictions. He, like me, had tried the nairobi office to no avail and then called the main office in dubai who also told him he got 30kg per bag. If you would like to corroborate this you can contact him, — at —. We had the same flight between nairobi and dubai.
Whatever the correct policy, which I still do not understand given the different messages I was given, the passenger cannot be held responsible for mistakes in communication by the airline or the airport staff. There is no way I would have packed $750 excess baggage had I know that the policy was not for 30kg per back but 30kg total. I should not be penalized for being given this misinformation from emirates. The fact that it happened to another passenger means that the dubai office and the nairobi airport staff were certainly communicating differently to passengers.
I ask that the excess baggage charge of $750 be cancelled/credited back to me given what I experienced. Or that the airline consider some other way to compensate me so I am not discouraged to use their services in the future. It is pure unprofessionalism. The policies should be easily accessible, communicated clearly, and relayed consistently between hq and airports.
More Emirates Complaints & Reviews
- Emirates Airlines - refund or change of date of airline ticket 
- Emirates Airlines - lost luggage! 
- Emirates Airline - baggage claim! 
- Emirates Airlines - hindu meal 
- Emirates - denied boarding
- Emirates Airlines - missing stroller and swiss knife! 
- Emirates Airlines - non co-operation
- Emirates Airlines - extremely bad organisation of flights
- Emirates Airline - sale of ticket by misrepresentation
- Emirates Airline - aircraft defect