Subject: horrible experience with my emirates flight
I'm writing to you with major concerns regarding emirates flight and ground staff support at dubai.
My mother was traveling emirates from brussels to chennai with stopover in dubai on 22 february 2018.
Knowing her medical condition (bilateral reconstructive foot surgery), we opted to fly emirates due to the great customer awards received and feedback from friends.
Upon booking, I ensured she would have a wheelchair from departure to destination for each flight. Due to her medical condition, she's unable to walk. This wheelchair was once again confirmed prior to her flight. And again after her flight experience. Each time an emirates representative told me that her wheelchair is booked all along each stop.
However on 23rd february 2018, upon arrival in dubai, she wasn't given a wheelchair, instead ground staff rudely told her, she had to walk as they couldn't accommodate her a wheelchair.
No airlines, not even united with its bad reputation makes a 70 year old woman with medical leg conditions walk. Every airport/ airlines can somehow make an accommodation to assist a handicap. Did not expect this from emirates with its multiple awards.
As a result my mother was helped by 3 other passenger samaritans who helped her reach her connecting flight. I'm thankful to these passengers and bless god for sending them a the right time.
At this point i'm besides myself and have no words to express my fury over emirates and its customer service.
Before heading with my complaints to skytrax, business insider and times, I would like to know the reasoning to this kind of behavior. Therefor my letter to you.
To my regret my mother will have to fly back emirates for her return flight from chennai to brussels on 6 march 2018. Least I can expect is for her to be accommodated with a wheelchair throughout.
I have guided her to video each experience so I could forward it to the right authorities that hand awards to flights that have lost humanity. And to forward this inhumanity to social media, so all can make their own decision about "a great airlines"!
On her return flight on march 6, we had made multiple calls and emails requesting the highest level of wheelchair (apparently emirates has levels of wheelchairs). Yes once again, she was denied a wheelchair at dubai airport. Instead, ground staff made her walk the entire way. This time they helped her walk?!? With breaks in between. But no wheelchair!!!
Now my mother has to go for surgery due to the long walk and pressure she applied on her feet!
I'm forwarding this complaint to every company that awarded them for best customer service as well as a formal lawsuit against emirates.
I have emailed every possible email and online. But no response what so ever. This airlines should shut down as they have no customer service skills nor respect for their customers.
My brother and I had a bit of a weird experience on 13 June 2007 at JFK International - it's fairly...