Customer Service
COMPLAINT: Unacceptable Service by this Airline

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Old Oct 16, 2018, 8:32 PM
kgiddings kgiddings is offline
Join Date: Oct 2018
Posts: 1

I am writing on behalf of my daughter, with her permission to discuss information related to this situation with third parties.

Problem: Missed connecting flight in Dubai; rude and discriminatory customer service, cancelled return flight with no reimbursement.

My daughter, who is 20-years old, white American citizen booked a trip utilizing Emirates. The purpose of this flight was to provide transportation for her study abroad experience through Rivier University traveling from the United States to Australia. This itinerary included two stops from Boston Logan Airport (Boston, MA) to include Dulles, Washington, then to Dubai, United Arab Emirates, to Melbourne, Australia.

Her flight from Washington to Dubai was delayed on the tarmac approximately 30 minutes in addition to the flight out of Dubai being pushed up by 30 minutes. Also, an Emirates employee directed her to the wrong terminal. With all that, my daughter missed her connecting flight.

Emirates employees informed her that it would be 2 days for the next flight out, she would be put on a waiting list AND it would cost her an additional $2,000 USD. My daughter was treated rudely and she was scared. I found her a flight out (through CheapOair) nine hours later for a cost of $3,200 USD. When asked, the Emirates employees said that flight was "overbooked" and that why they didn't offer it to her. Nonetheless, she was able to get out of Dubois safely.

A formal complaint was filed with Emirates airline. Their response was there were no flight delays or changes so she should have had plenty of time to get on the flight. Additionally, my daughter went to the Emirates office in Melbourne today (10/16/18) to make a change to her return flight. Emirates told her that they cancelled her return flight because she was a "no show" on her arrival flight. They also told her it would cost an additional $1,200 to book another flight. This was a roundtrip flight that Emirates "cancelled" with no probable cause AND kept the money wanting to charge my daughter for an additional flight? How can that be legal?

My daughter booked a return flight for an additional $700 through a different airline back home from her study abroad experience.

The response by this airline is unacceptable. They can not treat individuals like this; discrimination against my young female daughter. They were very rude to her and she felt unsafe in their terminal. Shame on you Emirates!

I am looking for restitution as my daughter has invested $5,716 in airfare which should have only costed her the original $1,900 for the purchase of the roundtrip tickets through Emirates. No one should be taken advantage like this. I have escalted this to the US Department of Transportation and the, in addition to the Director of Global Engagement at Rivier University. I will also take this to governmental officials if needed.

Thank you!
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discrimination, rude employees, terrible airline, terrible customer service

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