[Resolved]  Emirates — Lost and Damaged baggage

I am a frequent traveller and heard good reviews about Emirates. This was one of the primary reason for me choosing emirates for the travel of my wife and an infant. The travel was from New Delhi to London Gatwick via Dubai. However this turned out to be one of the worst travel experience. I have following bad experiences to share

1. There was absolutely no assistance available at Dubai airport. No stroller service and no transport service to ferry her from one terminal to other, to catch the connecting flight, She was left to manage the luggage and the kid on her own( From terminal 3 to terminal 1 which is pretty long distance). This happened in spite of me getting repeated assurance from the booking agent that there will be assistance available in Dubai.

2. The connecting flight from Dubai to London was delayed by 4 hrs. The passengers were made to sit inside the aircraft for around 3 hrs before shifting to a different aircraft. There was no assistance here as well.

3. There was a baggage loss. The Pram was missed. However we did receive the pram later but it was broken and is rendered useless. Some of the accessories are missing as well.

4. The CAR seat which was checked in was also broken and rendered useless. The back rest is missing as well. We did not realise it until there was a need to use it

I now have to spend additional money ( around 300 GBP) to get a new Pram and Car seat. Very disappointing.

I had spoken to your customer support and was told that they can do absolutely nothing and was suggested to write at Customer.[protected]@emirates.com. Its been more than 2 months now and we still havent heard anything from them.
These tickets were booked by my employer and I chose Emirates anticipating good service for my wife ,especially when travelling with an infant. I am afraid it turned out to be an absolute nightmare. I do wish you give a feedback to my company on this awful experience to ensure no further booking are made through Emirates. I am very disappointed with this service and doubt if I could ever recommend Emirates to anyone.

Travel Date : 28 Apr 2010

Emirates Airlines (EK) 511 , (EK) 7015

Passengers Details : Meeta Mehta, Avik Kandikonda

Booking reference no : D4Q4BB

Complaint Ref no - LON/X/300410/6697804