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upgraded flight tickets / Emirates customer affairs department is unreachable

1 United Arab Emirates

2 passengers called Mr. Robert Doran (ticket No [protected]) and Ms. Stephanie Dargent (ticket No [protected]) had purchased a return flight ticket from Dubai/Nice with Departure 16thJan and return date on the 21st Jan, both business class. Mr. Robert Doran had then upgraded both business class tickets at the counter (by credit card) to First Class (both tickets and both segments).
Due to a business circumstances Mr. Robert had to change the return dates so when he was coming back, Emirates Crew had put him back to business class. Very upset Mr. Robert tried to refund both return segments upgraded and unused but Emirates Check in Crew did not allow it.
On the same day I rang Emirates office in Dubai and they said that I would have to go to an Emirates office to refund it.
Next day I went to an Emirates office, they have printed the history of the flight (which says that they have returned from Nice with Business class and not First Class) and they sent me to Danata office, a Danata’s representative said that this history printed by Emirates Office and the receipt of the upgrade first class tickets weren’t enough proof and that I would need the boarding passes in order to process the refund but Mr. Robert Doran did not keep the boarding passes as he had not been instructed to do so.
Then I went back to the Emirates office and they have printed an additional paper and asked me to go back to Danata and try again.
I did go back to Danata again with more supporting documents in hand but it was not useless as they did not accepted it.

Mr. Robert Doran has paid for 2 return first class upgrades to first class that he had only partly used due to Emirates restrictions. Now I have been trying to contact Emirates customer affairs for the past 10 days but they never answer the and do not reply to my emails.
I would like to seek for a futher help to complain about Mr. Robert's case but the customer affairs department is unreachable.

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