[Resolved] Emirates Airlines — customer care
I need to report this harrowing experience I had with Emirates and complain about their ground staff and especially their supervisor at Heathrow terminal 3, London:
I flew from London to Hyderabad on 25th of June 2008 on emirates flight EK 0002. I was returning from my holiday in the US and had made a stopover at London.
Since I had an extra bag, I had contacted the Emirates office in London 2 days before my flight and had asked them if I could take an extra bag with me on payment of excess baggage charges. I was told by the London Emirates office that I could take an extra bag with me and that I would have to pay a charge of GBP 67. I called again the second time and re-confirmed this fact and also asked Emirates to email me a confirmation note on this, which they did. (I have scanned the email which I received from emirates and have attached the same here).
I reached the airport to check in and there started my turmoil. I was greeted at the emirates check in counter by a woman who claimed to be the supervisor and was rudely asked why I was carrying an extra bag. I informed her that I did have an extra bag and that I did check with the emirates office 2 days prior if I could take an extra bag on payment of excess charges, and that I was informed by them that I could. I even showed her a copy of the email I had received from emirates confirming the same. The reply i got from her was “who knows who sent this email to you. You could have sent this yourself. Sorry, I will not allow you to take this bag, come what may.” I showed her the email again and pointed out the source of the email which was “Sean McCann ([protected]@emirates.com). She laughed at me and asked me to go and complain to whoever I felt like and that she was the boss then and she would see how I boarded the flight unless I left the bag behind. I asked her to advise me what to do since I had brought the bag with me and my flight was to leave soon. She replied, “Dump the bag in the garbage for all I care. Its not my job to advise you what to do with your baggage”. At this point I was literally in tears not knowing what to do and my flight was to leave soon.
Seeing me in tears, another emirates staff member probably felt sorry for me and advised me to leave the bag at the left luggage counter, which was far away from the check in counter. I proceeded to the left luggage counter and was accosted by that demon (supervisor) again, and now she threatened to close the check in counter if I didn’t return in 10 minutes, where as there was still 25 minutes for the counter to close. I informed her that I was trying to comply with her wishes and was leaving the bag at the left luggage counter and that there was sufficient time for me to do that. She was literally laughing on my face and saying, “lets see”.
I finally left the bag at the left luggage counter and that bag is still lying there. (copy of the receipt is scanned and enclosed here). I boarded the flight and flew home with only one thought in mind – NEVER AGAIN ON EMIRATES. I had enrolled with Skywards but you may now cancel that as I will never fly with your airline again.
That evil woman who is supposedly your supervisor is being paid by your airline to supervise smooth check in and to ensure customer care. SOME CUSTOMER CARE THIS IS. I was a lone woman and that demon derived some pleasure in harassing me and literally making me cry. Had my husband been with me, I don’t think she would have dared.
Anyways, I have brought this to your notice so you could ensure that others don’t face a similar fate.(if you actually care) This is not expected from an airline like yours. I will never fly with your airline again so it really doesn’t matter to me if you do anything about this issue or not.
My husband is flying to London next week and will confront and take care of that so-called supervisor of yours. He will ensure that SHE cries too like she made me cry.
Thanks for a great flying experience. Your airline will really go SKYWARDS with this kind of passenger treatment.
Complaint marked as Resolved Aug 14, 2020