Shocking customer experience

Had a shocking customer experience this morning at OR Tambo Airport.

Specifically, we arrived at the airport early to ensure that we had a smooth trip however were advised that because our layover in Dubai was 48 hours, we would need a visa to enter (we understood that visas would be issued on arrival). We were also advised by the check-in counter staff that we would need a new ticket and we should do this through the call centre.

We struggled to get through on the call centre, but when we finally did (waited for an hour), I spoke to Alex. I confirmed that we needed a flight from Jhb to Dubai on Tuesday, 6th Sept or Wednesday 7th Sept, such that we could make our connecting flight from Dubai to Melbourne on Thursday early-morning. Whilst Alex could not see any available Jhb - Dubai flights on his side, I could see available flights when searching through the Emirates app. Alex advised that time was running out, as I would soon be classifed as a "no-show" and I needed to book a ticket soonest. Accordingly, I quickly booked the Jhb - Dubai flight (costing c.R15,000).

Alex subsequently explained that he was referring to a booking all the way from Jhb to Dubai and on to Melbourne (not just the Jhb - Dubai leg). He also explained that it would be a challenge to now unmarry the original connecting flights. I then spent several hours on calls to the original travel agent (FNB eBucks) trying to get them to re-issue the Dubai-Melbourne flight, including getting the travel agent to talk directly to Emirates counter staff.

It then emerged (from the Senior Emirates staff on duty) that we (me and my 3 year old son) should have been granted access to board when we first attempted to check-in, as Dubai will issue a visa on arrival (as we had previouly understood) with (i) a confirmed hotel reservation, and (ii) a confirmed onward flight. Needless to say, we were extremely frustrated at this point, having (i) no flight confirmed, and (ii) spending all this time and money needlessly.

I subsequently went to the Emirates Sandton office, where I was advised that they cannot assist and could offer no real help. I feel like we've been taken from pillar to post, spent a lot of time and money and have nothing to show for it.

Waiting on a response at this time, but have found the whole experience (particularly with a 3 year old) to be extremely upsetting. Moreover, we haven't found anyone at Emirates that can actually help us.

Will never fly them again!!!