Terrible experience and poor service

After traveling with Emirates Airlines for a few years and Emirates being my airline of choice for travel, I find myself extremely disappointed with Emirates service during my recent travel from JNB to Bangkok.

Firstly, I arrived at the JNB airport early and was first in line to try and secure an emergency or extra leg room seat. This was not possible as the attendants confirmed that all extra leg room seats was paid for and pre booked. Yet, 3 people I was traveling with were randomly allocated these extra leg room seats on they day and they checked in after me. They didn’t pay for or request these seats. So I am indeed confused.

Emirates, really need to reconsider their process for the allocation of Emergency exit seats to larger and taller people. I am over 1.9m tall and a bodybuilder and very snuggly and uncomfortably fit in the normal economy seats yet small frame individuals are “randomly” allocated to emergency exits.

Secondly, I purchased my tickets for my wife and disabled child about 9 months before the flight yet I was “randomly” allocated seats at the back of the plane for my flight from Dubai to Bangkok. My friends traveling with me booked after me yet was “randomly” allocated seats in the front of the plane. Confused again.

Thirdly, I was traveling with 2 wheelchair bound people (my son and aunt), despite filling in all the necessary paperwork and doctors notes etc... Emirate was unable to allocate my aunt close to me yet I clearly stated that she needed assistance and we had to shuffle on the day to make the necessary arrangements. Furthermore its seems like despite filling their detailed forms and getting doctors letter no Emirate staff seemed to be aware of this.

This experience was repeated on my trip back to SA however to add more pain to my life, my sons wheelchair was broken in transit. I raised the issue of this on arrival at the emirates desk (***) with a promise of a call back within 48 hours yet 5 days later I am still waiting for a call from Emirates. I would expect a company of this magnitude could actually respect the urgent needs of the disabled. My son is now without a wheelchair.

I spent considerable effort convincing the other 7 people I traveled with now to use Emirates and I look rather foolish post this trip. I have always preached of the excellent service from Emirates from my past experiences however I am not sure my sentiments will be the same post this experience.

I am hoping you take my experience and improve your offering so that other loyal clients like me are retained.

Very Disappointed patron.