Bad experience with Emirates
Below is the official complaint laid on their website on the 4th September 2017. Still no word from them. I write on behalf of my daughter, Jocelyn, who flew to Wuhan China last week. I can only say that I am truly saddened and disgusted by the ineptitude of the Emirates staff. Her last day in Durban, before beginning a two year contract in China, should have been when we spent quality time together. Unfortunately, due to the lack of knowledge of every staff member we spoke to, it was a nightmare. Jocelyn needed to pack for three different seasons and realised she'd need extra luggage. I called Emirates and confirmed that additional up to 32kgs would be $75 for each bag. We packed and ensured that the baggage was below these limits. We called to confirm that the baggage would be checked through to Wuhan from Durban and she wouldn't have to pay again in Hong Kong for extra luggage. We were then told that Emirates hadn't booked her on Cathay Pacific as per her request, but on China Southern Airlines and they had no agreement with that airline and therefore couldn't book her luggage through and she would more than likely have to pay again. Then we were told that a typhoon hitting Hong Kong would probably mean her flight was delayed or diverted. She immediately began unpacking her bags, trying to reduce the weight in each, leaving much behind. On arrival at the airport, we again were told that they had no way of knowing if her baggage would be booked through to Wuhan. She had to pay $75 for 27kgs and $75 for 24kgs...one kg over the weight...this because at the last minute was told the luggage couldn't be booked through and she desperately tried to repack her bags. After paying R1980 for the luggage and going back to get it checked in, she was told, oh wonderful, your luggage is booked all the way to Wuhan!!!! I am very dismayed with the airline. Nevermind the trauma...my daughter was in tears for the afternoon on her departure, through the sheer stress of having nobody in your company being able to give her a correct answer. My only conclusion is that this is how extra money is made from passengers. I will definitely be taking this to the very highest level that I can. She left without important items...trying at the last minute to decide what to leave and what to take, not knowing what she would be able to replace in China. At the very least, her luggage left behind should be couriered to her.