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Thinking about flying with Emirates? Beware of misleading offer and un-reasonable customer service!

sailor (Ocean & Mountain)

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Message sent to Customer Service of Emirates:

After reading your Dubai Connect web page (https://www.emirates.com/english/before-you-fly/dubai-international-airport/dubai-connect.aspx), I booked the ticket through your website. My ticket meets the criteria mentioned in this web page, i.e. No better connecting flight; 9 hours of transit time; Economy Class.

However, there is no option of "Dubai Connect" on the "Manage a Booking" page after my ticket was confirmed.

I called your customer service line in India. To my surprise, I was told that the price I paid does not allow me to receive such Dubai Connect service.

The fact is, throughout my booking process on your website, there was no information mentioning such restriction. This is unfair to me as a customer. Having had to stay awake for 9 hours and 25 minutes over night at the busy and noisy Dubai Airport would be horrible.

I'm asking Emirates to provide the complimentary Dubai Connect service to me, as promised on your web page. Also I'm suggesting that you clarify the information throughout the online booking procedure.

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ekreservations@emirates.com
Mar 11
to me
Dear Mr. Sailor,

Thanks for writing to us.

I'm sorry to hear how you feel.

One of the reasons your booking isn't eligible for Dubai Connect is because there's a shorter connection flight available on 29th May.

You can shorten your layover time in Dubai to the below :

- EK569 departing from Bangalore at 04:30 AM, arriving Dubai at 07:00 AM

- EK229 departing from Dubai at 08:30 AM, arriving Seattle at 11:50 AM.

The change fee will be INR 5000 plus applicable fare difference (if any).

The seats are subject to availability and not guaranteed for the above offered flights.

You can call our local offices to make the changes http://bit.ly/EKResOffices

Alternatively, you can make changes online emirates.com via the 'Manage an Existing Booking' tab.

If you have any further questions, please let us know.

Best Regards,
Heena Kamal
Emirates, Dubai.

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Sailor
Mar 11
to ekreservations
Dear Heena Kamal,

Thanks for your response.

A common-sense understanding of "shorter connection flight" is about the connecting flight, i.e. the one from Dubai to Seattle, not the starting flight (Bangalore to Dubai).

Further, passengers book their starting flights based on their own schedule. I will not be able to depart from Bangalore earlier.

With such reasoning, I'm still asking Emirates to provide the complimentary Dubai Connect service to me, as promised on your web page.

Best regards,
Sailor

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ekreservations@emirates.com
Mar 15
to me
Dear Mr. Sailor,

Thanks for writing back.

Your booking didn't meet the qualifications for Dubai Connect. I'm sorry we can't offer exception on this occasion.

Apart from "best connection" requirement, the fare paid must also qualify to avail the service.

On our terms and conditions, we mentioned below:

"Eligibility to ‘Dubai Connect’ will be determined against a minimum fare type paid for your Emirates flight. This is indicated during the booking process."

If at the time of booking the selected fare qualifies, we mentioned your eligibility at the "Review your itinerary" page.

I can only suggest you make your own hotel arrangement. The airport hotel would be ideal as you wouldn't need transit visa. Please check their website for rates and booking (http://bit.ly/2f2S9RB ).

Another alternative is to pay for lounge access. For non-Skywards members, prices start from USD 130 (inclusive VAT). Click on the link for more details: http://bit.ly/2vZZzva

Let me know if you have other queries.

Best Regards,
Omar Depalubos
Emirates Dubai

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Sailor
AttachmentsMar 15
to ekreservations
Dear Emirates Representatives,

I'd like to ask, when you make an online purchase, do you actually read the full text of the terms and conditions (T&C)?

How possible it is for a passenger to read the lengthy Emirates T&C, during the short online booking window?

As known by the general public, T&Cs only serve for legal purposes. Decent airline companies do not hide tricky terms in their T&Cs.

Here in Emirates, the official introduction of "Dubai Connect", as shown in the attached screenshot, which is expected to be read by potential passengers, does not mention anything about "minimum fare". Instead, it specifies that "Dubai Connect may also be offered in other cases.", as the opening sentence of the "Further Conditions" section.

The so-called "minimum fare" is a hidden trick. Passengers booking through the normal way on Emirates website basically have no way to be aware of that. This is unfair to your current and potential passengers.

With such reasoning, I'm still asking Emirates to offer me Dubai Connect service, as promised on your web page.

Regards,
Sailor

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ekreservations@emirates.com
Mar 16
to me
Dear Mr. Sailor,

Thanks for writing back.

We ask you to review our terms and conditions during the booking process.You agreed to these and confirmed the payment.

I know you're disappointed but we can't offer exception. Our agreed 'terms and conditions' will apply on this occasion.

I hope this clarifies.
Best Regards,
Omar Depalubos
Emirates Dubai

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Sailor
Mar 16
to ekreservations
Dear Emirates Representatives,

I am really disappointed with the way Emirates does business and how Emirates treats its passengers, especially in the Internet era, when information spreads so easily and quickly.

I am asking Emirates to refund the full amount and cancel my ticket immediately.

No cancellation fee shall be charged by Emirates in this case, due to the reasons I mentioned in the previous emails, summarized below:

1, Emirates failed to state its "Dubai Connect" policy in a clear, open, and accurate way;

2, Emirates failed to provide correct information regarding "minimum fare" during online booking process.

3, Emirates hides a tricky item in its lengthy terms and conditions, which is practically not possible to be thoroughly examined during a typical online ticket booking process.

4, When complaints were filed by the passenger, during the email interaction, Emirates representatives failed to answer questions directly. They had to use changing excuses, still wouldn't correct Emirates' mistakes.

Regards,
Sailor

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Sailor
Apr 22
to ekreservations
Dear Emirates Representatives,

In March there were several email interactions. However, my last message on March 16, 2018 has been ignored. After 37 days I'm still waiting for your reply and actions.

I am asking Emirates to refund the full amount and cancel my ticket immediately. The Confirmation number is J7VQZ2.

Regards,
Sailor

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As of May 21, 2018, there is no response from Emirates to the March 16 and April 22 messages.  Emirates ignored their customer completely.

 

(#3879@4096)
5-24 -05:00
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