41 Hour Delay in Dubai

<p>Hi</p> <p> </p> <p><br />We were 4 people traveling together:</p> <p> </p> <p><br /> </p> <p><br />I would just like to put in a complaint about our experience with Emirates:</p> <p>- Delayed Flight- Missing Connection Flight</p> <p>- Airport Handling when arranging boarding passes and hotel accommodation</p> <p>- Financial loss due to delay</p> <p>- Trip in Vain due to delaysDelayed Flight</p> <p> </p> <p><br />Our flight EK766 on 3rd August was delayed from 22:00 to 05:44 on 4th August due to the crash and closure of Dubai airport. When the incident happened I called into the call center to see what the options were, and they told me all flights will be taken care of, even if we miss our connecting flight. I even asked to be put on another connecting flight as we would definitely miss the original flight EK149 on 4th August. At the airport we were told to come back the next morning at 03:00 and they'll have all our boarding passes ready for us. We eventually took off at 09:00 on 4th August without a connecting flight boarding pass and told to sort this out in Dubai. We landed at 20:00 local time in Dubai and missed EK149 which was delayed until 18:00. We then had to queue for 3 hours to be able to sort out our connecting flight. EK 147 and EK149 was fully booked for the 5th August I was told. Even though I could book Business Class tickets online and requested an upgrade, but was told this is not possible. We then got booked on 6th August EK147. A 2 night delay.Airport Handling of Boarding Pass and Accomodation:After 3 hours of sorting out boarding passes, we were sent from queue to queue from the "Ask Me" informational personnel. This was another 3.5 hours and eventually got helped with hotel accommodation and transit visa and let the airport at 03:30 in the morning after landing at 20:00 the previous evening. We could also not receive our bags, so had no extra clothing for the 2 nights in Dubai and had to buy additional clothes.</p> <p> </p> <p><br />Financial Loss Due to Delay</p> <p> </p> <p><br />We lost out on our entire stay in Amsterdam due to the delay which was in Emirates' control. Our accommodation for the 4 of us was 1069 euros prepaid and could not recoup this from the hotel. Our hotel room was given away as we were not there for the 1st 2 nights, but managed to sort out accommodation for the night.Trip in Vain AmsterdamThe main reason of our trip was to attend the *** Pride festival in Amsterdam from 4th August to 6th August. Because of this delay we missed the entire festival.I hope you will find good resolution for the inconvenience caused by the delay, as this was in Emirates' control and not something outside (e.g. weather conditions, strike, civil unrest, medical emergency etc.). Please advise what you policies are with regards reimbur*****ts.We still believe Emirates is an excellent airline, and would still consider using Emirates going forward. However we need to resolve these issues.</p> <p> </p> <p><br />Emirates then rep**** to my complaint with the following:</p> <p> </p> <p><br />"Dear Mr February,</p> <p> </p> <p>I write further to our acknowledgement to you dated 25 August 2016.</p> <p> </p> <p>On behalf of Emirates, I would like to apologise for the delay of flight EK766 from, Johannesburg to Dubai on, 03 August 2016. Our Daily Operations Report shows that this flight was re-scheduled for the following day. On 03rd August, Dubai Airport was closed for several hours due to an operational incident, which resulted in flight cancellations and major disruption at our hub in Dubai, which unfortunately had an unprecedented effect on our operating schedules world-wide.</p> <p> </p> <p>Although every effort is made to achieve on-time departures, which is an integral part of our product, there are occasions when flights are delayed. Whilst we make every effort to transport passengers according to planned schedules, sometimes delays to our schedule are inevitable due to unanticipated circumstances.</p> <p> </p> <p>We can understand your disappointment with the disruption to your travel, however this was an unusual and unforeseen circumstance, which could not be controlled and the consequences of which could be not be avoided by taking reasonable care. As the circumstances surrounding the events on 03 August were due to airport closure, which are construed as ‘Force Majeure’, we would not be in a position to offer any recompense.</p> <p> </p> <p>We recommend that you contact your Travel Insurers who may be able to assist you further.</p> <p> </p> <p>Once, again please accept our sincere apologies for the disruption to your travel plans. Thank you for bringing your concerns to our attention, and for allowing me the opportunity to respond. We appreciate your support and look forward to welcoming you on board our flights again soon."</p> <p> </p> <p><br />This was definately not the response I expected from an airline wih excellent customer service. Basically saying - yes we crash landed an aircraft which forced the closure of an airport, but that was an Act of God and we cannot be held accountable. I would understand if it was a natural disaster or terror attack or strike. But this was due to faulty landing gear / pilot error / wind gust (no one knows).</p> <p> </p> <p><br />I requested official impartial communication regarding the crash, but still no answer. </p> <p> </p> <p><br />Hopefully Emirates learns from this, as this was their first major incident.</p> <p> </p> <p>I can forward all relevant information if required (flight details, complaint reference numbers etc.)</p> <p><br />Thanks</p> <p>Reginald February</p>