Dnatabaggage handling customer service

y elderly uncle arrived in Perth and collected the wrong bag. We rang Emirates the next day to be referred to dnata in Perth.
We had no bag, no clothes or medications but we had someone elses bag. I rang from 11:00 to 16:10 once every hour leaving detailed messages as instructed and of course including a return mobile number. We did not have one call returned despite the message stating that they would ring back asap. Eventually we drove to the airport over 60kms away to take a chance. The counter security screen was down and the office deserted aparently but the back door was open and hiding inside 2 people and several bags. We did exchange the bag but the personnel were rude, made no apologies for not calling back and blamed this on no original phone number given. We apologized for collecting the wrong identical bag with identical luggage strap and were just told we do make anouncements to that effect so it is your fault. We accept that but after 36 hours travelli g these things happen. This is no excuse for an appalling lack of customer service or concern for either customer.

  • Updated by Simon Metcalfe · Dec 18, 2018

    y elderly uncle arrived in Perth and collected the wrong bag. We rang Emirates the next day to be referred to dnata in Perth.
    We had no bag, no clothes or medications but we had someone elses bag. I rang from 11:00 to 16:10 once every hour leaving detailed messages as instructed and of course including a return mobile number. We did not have one call returned despite the message stating that they would ring back asap. Eventually we drove to the airport over 60kms away to take a chance. The counter security screen was down and the office deserted aparently but the back door was open and hiding inside 2 people and several bags. We did exchange the bag but the personnel were rude, made no apologies for not calling back and blamed this on no original phone number given. We apologized for collecting the wrong identical bag with identical luggage strap and were just told we do make anouncements to that effect so it is your fault. We accept that but after 36 hours travelli g these things happen. This is no excuse for an appalling lack of customer service or concern for either customer.

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