Appalling Customer Service
<p>As a Platinum, and now Gold, Skyward member, I’m utterly appalled by Emirates’ attitude.</p> <p>Here’s a brief background; In July I was seriously attacked and stabbed multiple times in an attempted hijacking, where I was nearly ****ed in Cape Town, where I live. I spent 2-weeks in the Intensive Care Unit at a hospital. My injuries were so severe that I had to have a finger amputated and have lost the sight in my left eye (I’ve since had a cornea & lens transplant)</p> <p>While I was hospitalised, I was due to travel to Hong Kong and Bangkok with Emirates in Business Class. This trip was part of my voluntary work on behalf of the disadvantage and abused children in Cape Town as I was due to bring back desperately needed clothing.</p> <p>My travel agent app**** for a refund on my behalf and submitted my hospital admission documents, a certificate from my surgeon outlining my condition and stating that I could not travel, as well as an account as to what had happened and my Skywards’ status. The response received from Emirates was unbelievable & totally unsympathetic advising that they would only consider waiving the cancellation penalty if I had died. This is outrageous and certainly not the response one would expect from an international respected company.</p> <p>In complete contrast I had 5 hotels booked, which had highly restrictive conditions and were non-refundable. Each of the hotels offered a full refund as well as their best wishes for my recovery.</p> <p>Against my doctor’s advice, I travelled to Johannesburg and visited Emirates’ local HQ. Their head of customer affairs and country manager refused to come and see me (documented by the photograph here). It was left to the Emirates ticketing staff to make excuses for their management.</p> <p>I have written to Emirates’ Customer Affairs regarding this matter, however sadly they have failed to respond. I have also attempted to post this review on Emirates’ Facebook page, however they immediately deleted the post on 2 occasions.</p> <p>If this is how Emirates treat their loyal and frequent customers, then I am absolutely disgusted. </p>