WORST AIRLINE EXPERIENCE EVER!

Below is a complaint I have sent through to Emirates three times in the past six months. I have received zero constructive feedback and responses regarding my issue and complaint. After this experience, I will not be traveling with Emirates again and will never recommend Emirates to another person. Definitely does not deserve the praise that they claim.

The Customer Care Manager Emirates Airline

Please find below sequence of events that occurred to my family and I as we are regular travellers on Emirates airline. I am writing, with anticipation that the airline identifies with the trauma and anxiety that we faced due to the lack of compassion and care for my hearing-impaired child and my asthmatic son. The nightmare we had to face to eventually reach, what was supposed to have been a family Christmas holiday.

CARRIM FAMILY NIGHTMARE ON EMIRATES AIRLINE

24 Dec – Reported at the Durban airport at 5 pm to check in for 1910 flight. I was informed that the flight was delayed until 2230. Sitting at airport and waiting for further instruction. No meal vouchers and I was travelling with teenagers of 19-year-old who is asthmatic and 17-year-old and 10 a year-old deaf child. Flight departed at 00.12. Bags were checked in direct to Singapore from Durban as per airline, with the nebulizer and cochlear device charger. Upon arrival in Dubai, we were informed that the Singapore flight was delayed because of fog. After 6hours of trauma not knowing what’s happening, I was informed of a reroute from Dubai to Jakarta to Singapore. We were forced to take this option as we were advised that this is the only option or lese we will be stuck in Dubai for 3 days. We had no choice and we kept on enquiring about our bag. We even asked for medical assistance, no one seemed interested. We were allotted 1 meal voucher for that duration, for which we are appreciative. Only received boarding passes from Dubai to Jakarta. Upon arrival in Jakarta we were advised to proceed to terminal 3, when we got there, we were advised that we were not confirmed on the system on Garuda airline as promised and we were requested to pay USD 378 per passenger. We refused as we had not budgeted for this expense. We returned to the Emirates office and it was closed, as a result no help. In the meanwhile, my deaf child became very exhausted and was agitated as she was unable to hear. She was traumatized because the hearing aid device could not be charged. My 19-year-old child was starting to wheeze as he was anxious and stressed.

Eventually we went to the Customer care of the airport in Jakarta, who took us to another section for inter connecting flights. After about 1 hour they managed to confirm seats for us on Singapore Airline only after we advised that we have no funds to pay for another ticket.

We eventually arrived in Singapore 26 Dec, the whole journey took about 48 hours to reach our destination, whereas we supposed to have been in Singapore for Christmas. Upon arrival we had to now incur extra costs for airport, hotel transfers as we missed our connection that was originally booked. Our panic grew when we realized we had no bags and all the medication and equipment was amiss. We proceeded to the hotel at our expense as the children were very exhausted and traumatized.

We had to call the travel agent and the airline at our expense daily for our bags. WE NEEDED OUR MEDICATION, MY DEAF CHILD NEEDED TO HEAR, MY ASTHMATIC CHILD NEEDED his NEBULIZER.

We only received our bags on 29 DEC. We had no clothes, so we had to buy in Singapore and the costs are high because of the currency conversion.

This is the second time that this has happened to my family on Emirates airline, in Dec 2015 we had the same experience on Emirates on our way to Hong Kong. The airline rescheduled the flight for earlier and no notification given, as a result we missed our flights from Hong Kong to Dubai. We had incurred costs then, we wrote to CUSTOMER CARE and we are still waiting ………….

We sent an email to Emirates whilst overseas in Jakarta and I am still awaiting a response.

We were advised by Emirates staff that we were allowed USD 50 per person per day for clothing and necessities but had no direction how to claim.

Please find below a list of all my expensed incurred: - Clothing and toiletries $1364.85 - Taxi from airport to hotel $60.00 - Airtime in order to contact our travel agency in South Africa $48.00