Unsatisfied customer on Flight EK776 - JHB to DXB

I am writing this review to complain about the service received at OR Tambo this past Friday by Emirates Airline.

I would firstly like to mention that had it not been for the poor service experienced with the check-in process (at OR Tambo International) and the aftermath of said issues, we would not only consider Emirates for all future travel but also promote to all our friends, family and the larger social media community to use Emirates airline. Unfortunately, what we have experienced will never be forgotten. As a family immigrating to New Zealand, everything was carefully planned well in advance. After securing our first spot in MIQ we have booked a flight through eDreams and immediately paid. Due to covid-19 related and unforeseen circumstances, we had to postpone on two previous occasions. At both times we had a quick response from the travel agents on rescheduling. However, we noticed that our allowed check-in baggage changed from 3 bags per person to only two bags after the last rescheduling. We then proceeded to contact our travel agents and they assured us that at the time when we made payment, it was for three bags and we should still be allowed same. I then made the decision to confirm this with Emirates myself. After holding the line for more than an hour, I spoke to an agent whom assured me that there should not be a problem and that we should be able to still bring three bags each. She added that we should try to be there sooner than normal to ensure that we have time to check-in the additional luggage. At the airport, this quickly changed. After standing in a very long queue and finally making our way to the front, we were informed by a senior personnel that when we booked, Emirates was running a promotion and when we rescheduled this promotion was no longer in effect. I do feel that when I phoned to inquire about this, there was no mention of this promotion nor it being the reason for the changed quantity in baggage allowance. If we knew this in advance, we could have packed less. Having been dropped off by family members and we have already said our good-buys, what were we to do with our belongings? Everything was packed for a reason. Keeping in mind that we are immigrating to New Zealand and the more we pack of our belongings the less we need to buy again. And this is where the most disturbing part comes in. Firstly, after communicating this to Emirates in advance via telephone, at the airport we were informed that nothing could be done to assist us other than paying for the additional baggage. We then had to arrange someone to pick-up three bags that we knew we could cope without, and we were then CHARGED R 7942.00 (which is most of our traveling allowance) for two additional bags. Just to find out this morning that one bag (AKLA401865) was never loaded onto the plane. Not only is this unforgettable, it is also unacceptable. Our opinion of Emirates airline services and what our testament will say all depends on their response to this complaint and what you are willing to do to rectify this.