Category Archives: travel

a lesson in customer care by Emirates airlines

if all airlines in the world followed Emirates airlines’ customer care policy i wouldn’t be surprised if people stopped flying and went back to camel back caravans

here is Emirates airlines response to an extremely bad travel experience i have had with them last month, basically everything that could go wrong with the flight went wrong and instead of trying to ease the pain they are just adding insult to injury

the response can be summarized to: well, unfortunately we only care about business and first class ticket holders, but that you for flying with us. but hey judge for yourself

23 April 2012

 

Mr xxxxxxxx

Email: xxxxxxxx

 

Dear Mr xxxxxx,

 

Thank you for visiting Customer Affairs on 3 April.

 

Please accept our sincere apologies for the inconvenience you and xxxxxxxx experienced due to the delayed departure of flight EK651, from Colombo to Dubai, on 2 April. Our Daily Operations Report shows that this flight was delayed for 6 hours and 16 (which meant we were stranded at the airport for more than 8 hours) minutes, due to the late arrival of the incoming aircraft from Dubai, which was attributed to technical difficulties with the operating aircraft.

 

I do agree that our passengers are inconvenienced when flights are delayed. Whilst we make every effort to transport passengers according to planned schedules, sometimes operational necessities/technical difficulties cause changes to these schedules. When this happens, we do our utmost to minimise passenger inconvenience.

 

Flights are only operated when our Engineers tell us that it is safe to do so.  Emirates will never compromise on the safety of our passengers and crew.

 

I do regret to learn of your disappointment when you were not advised of this delay.

 

Normally, in line with our operating policy, lounge access is not provided to our Blue Skywards members travelling in Economy class. However, as a gesture of goodwill, our Airport Services Manager provided you an access to Sri Lankan Airlines lounge (big fat lie, we were taken to the staff lunch area and were left there for the full 8 hours. we were denied access to the 4 very nice Sri Lankan airlines lounges as we didn’t hold a Sri Lankan airlines ticket. this said place we were dumped at served expired food which gave us severe allergies for 10 days after)  for the waiting period in Colombo. I regret if you were unhappy with this arrangement.

 

I am concerned to note your concerns regarding access to Emirates Business class lounge at Colomboairport. I wish to inform you that the lounge is exclusively for passengers travelling in Business class (a total of 2 people were travelling in Business class that same day, I am sure they wouldn’t have minded if we shared the 1 bench in that lounge)

 

I note that you were unhappy that you were not upgraded to Business class on a complimentary basis. I would like to advise you that upgrades are given only in times of operational necessity.  Furthermore, upgrades are given with great reluctance, as we do not upgrade as a matter of course, out of consideration for passengers who pay the First or Business class fare. (out of the whole flight only 10 passengers were Skywards members they were all treated as cheap cattle. (We explained that the 8 hour airport wait was proceeded with a 3 hour drive and that we had to attend to jobs early the next day, and that a complimentary upgrade -to an empty Business class- would give us some much needed rest on the4 hour flight back to Dubai. not saying that after all the suffering it would make us feel that Emirates cares)

 

I am advised that our Contact Centre staff in Dubai, was unable to upgrade you and xxxxxx to Business class, as there were not enough miles in xxxxxx Skywards account.

 

It is of further concern to learn that you discovered your surfboard in a damaged condition on your arrival atColombo airport, when you travelled on flight EK348 to Colombo on 23 March 2012 (they forgot to mention the full damage report, it was mildly damaged on the way to Colombo and then irrecoverable damage was made to it on the flight to Dubai)

 

I wish to advise you that surfboards should be robustly packed, following the below precautions, which are clearly stated on our website, www.emirates.com. (exactly what was done on both flights)

 

Fins should always be removed, or, if they cannot be removed, should be firmly packed with polystyrene foam. Both nose and tail should have bubble-wrap or neoprene foam attached for protection. The rails (sides of the board) should have cardboard down the sides to absorb shock. The board should be packed in a properly padded surf-bag. (errrr, seriously???!!!!!! how stupid do you think we are)

 

Our Conditions of Carriage, Article 8.7.6, which forms a part of your ticket contract states that passengers must ensure that checked baggage is sufficiently robust and well secured to withstand the usual and normal rigours of carriage by air without sustaining damage. (and again what the hell do you think we did???!!! plus it was checked by your staff at departure and arrival)

 

Furthermore, your claim is governed by an International Treaty known as the Montreal Convention 1999, which has been ratified by the countries where you began and ended your journey. 

 

Under the Montreal Convention, Article 17, paragraph 2, the carrier is not liable if and to the extent that the damage resulted from the inherent defect, quality or vice of the baggage.  Therefore, we are unable to consider your claim for the surfboard.(bla bla bla bla)

 

Nevertheless, we remain concerned at your overall disappointment and wish to take this opportunity to restore your faith in Emirates. Therefore, as a gesture of goodwill, without prejudice or admission of liability, Emirates is pleased to credit 10,000 complimentary miles each, to your and xxxxxx respective Skywards accounts.(seriously 10,000 miles????!!!!!!!!! what the hell am I supposed to do with that? a flight to another GCC capital costs at least double the airmiles for an economy fair. and that damaged/broken surfboard has to be replaced where is the money for that Emirates?)

 

Thank you for bringing your concerns to our attention, and for allowing me the opportunity to respond. We appreciate your support as our Blue Skywards members, and look forward to welcoming you and xxxxxxon board our flights again.(not happening anytime soon)

 

Yours sincerely,

 

 

Amjad Khan

Customer Affairs

now seriously………………….i am lost for words, these guys still haven’t figured it out. they didn’t see all the European airlines fall out of the sky the past 3 years until they cleaned their customer care strategy and started paying attention to their customers, all of their customers (economy class or first class, a customer is a customer point). they still didn’t figure out that its is with economy class flyers that they will stay in business

but hey who am i to talk, i’m only an economy seat buyer, plus Emirates don’t seem to need or want customers their business is keeping afloat with only their cargo service bringing in cash since everything else sank (you only have to visit the shiny Emirates terminal to witness the great emptiness of a falling airline)

Etihad, Fly Dubai, Air Arabia…..get ready to take on a new loyal customer


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the day Emirates airlines didn’t need customers anymore

did you know that Emirates airlines think of themselves as such a big regional elephant that they actually don’t need customers anymore?

did you know that Emirates airlines would happily tell you “Fuck you, fly with us soon”, if they:

–  left you stranded in a tiny airport for 8:30 hours

–  made you eat expired food that gives you severe allergic reactions for 15 days

– don’t take care of you while stranded in the airport

– refuse to upgrade you to business class as courtesy when above points apply + said business class is empty

– so badly damage your luggage sports equipment that it is beyond reparable

 

yes all of the above happened to me on a recent flight with Emirates airlines, I took the pain of actually following their retarded complaint process just to get an answer today (3 weeks later) saying:

“thank you for your custom, since you purchased an economy ticket Fuck you. fly with us soon. we love you”

copy of their response to follow. oh and their Facebook page admin keeps on deleting my comments because apparently “they are against policy”

 

nice nice


leave the ordinary behind

Al Jumeirah group for Burj Al Arab, i guess their room sales went down. maybe they should try third class European tour operators


Argentina

Buenos Aires is calling me


packing

one of my great hates in life is packing…….but i hate unpacking even more so actually packing isn’t the worst.

i hate the fact that i have to decide in advance what will my mood make me want to wear in a day, in 2 days, in 3 days, in a week i don’t know what i want to wear tomorrow morning let alone anything after that………..then when that dilema is over and you managed to take your entire wardrobe except for that lousy grey top (which in fact it was a mistake, for that is the one top you will wish you would have taken with you…..since all the other 56 tops will not do the job)

where was i….yeah, when the clothing dilema is over you come to the shoes…oh my, being a shoe-a-holic doesn’t make life any easier as i have even less of a clue of what will my mood wings take me to when it comes to what shoes i would like to wear…..so you start small i’ll need a pair of trainers, a pair of sandals, a pair of flip flops, a pair of pumps, 2 pairs of heels one casual one evening…..here already 6 pairs…then you notice, oh but i might need to wear the yellow pair, but what about the blue ones they go great with most of my clothes, ahhh the black little heels my favourit…and what about the new ones i just bought…..ouch already over 10 pairs i know i will not wear even half of them id probably end up licing in one of them for the entire stay but still i manage to pack an average of 2 pairs for every day…you see i suffer from the “you never know” syndrome (sometimes also called the “just in case” syndrome”)

now what…oh jewlery, yeah jewlery what a great idea let me empty the entire content of my jewlery box into this bag and then i can decide what to wear one i am on the other side…..done? noooo can’t be that easy, all i need is a travel iron, my hair dryer a couple f towels a wide range of makeup since “you never know” oh oh oh shit evening wear ok lets take theeeeese tops (theeeese is to convey many) and also this dress, this dress and that dress oh and this one too “just in case” and besides it goes great with almost all my shoes.

great all done yeeeeiiiiiii, once at the airport……eerrrmmm maaaam you do know you only have a 30KG allowance 0: that’s when my Oscar winning actress performance starts it can be anything from i am getting married i need all my stuff with me (i already had about 7 airport weddings), i am moving country and these are all fragile i couldn’t ship them (i have had 5 fake airport moves), these are mostly medication for my sick granny (god bless her soul, she has already had 3 fake airport illnesses), i’m going to study abroad this is full of heavy books (ha by now i would be holding at least 8 degrees)

gosh i wish i knew a way out of the “just in case, you never know” syndrome


Inspired by Iceland

first they tried a total collapsing of their banking system, second they tried a majestically disturbing volcano eruption, last but not least the new attempt was to simply make a video……………………will this finally work for Iceland? Will tourists actually show up?

Who knows maybe it’s third time lucky, we always say simple is best….maybe this simple video will do the trick as opposed to their failed previous 2 attempts.

if however it doesn’t work….i’d love to see what they try next

Inspired by Iceland


journey across India

a fabulous video by Mike Matas about his trip across Asia he created the footage using over 3000 pictures he took during his trip