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Old Nov 30, 2015, 10:24 AM
franken56 franken56 is offline
 
Join Date: Nov 2015
Posts: 1
Thumbs down Bad service in reimbursement

I want to share my experience with Emirates. I booked 6 tickets from Dusseldorf to Jakarta with a stopover of 1 night in Dubai. Received the tickets, everything seemed to be okay. On the day of departure I wanted to check-in online and saw that there was no stopover of 1 night in Dubai but we had to travel after waiting a couple of hours at Dubai airport directly to Jakarta. I immediately called Emirates headquarters located in Manchester UK and they admitted there was a mistake but the flight which I had booked was full. Indeed in our class all seats were booked, only in business class there we available seats. They advised us to go to Dusseldorf airport Emirates desk. The lady in Dusseldorf was very helpful but she couldn’t help us either. She advised us to go to Dubai Emirates desk. Also that lady tried to help us but she couldn’t reach anybody who could take ownership and book us on the flight we originally booked. We told here that there are available seats but she wouldn’t or couldn’t book us on that flight. We already made some reservations in Dubai and would meet a girlfriend which we haven’t seen for more than 5 years, were very looking forward to experience Dubai.
So we had to take the flight to Jakarta and cancel the reservations we made in Dubai. After posting a message on social media, Emirates responded that I could fill in a reimbursement form and that they feel sorry of the inconvenience. They offered us 5000 sky miles and the costs of the hotel. I replied that this was my first flight with Emirates, that I am not a frequent flyer and that I can’t do anything with 5000 sky miles. They reconsidered and offered us 10.000 sky miles. Again I gave the same answer.
I am very disappointed in Emirates. The biggest frustration is that at that time there was a solution, there were seats available however not in our class. I suggested to give frequent flyers an upgrade but nothing was possible. I didn’t make a mistake, it was Emirates who did it which they admitted and it definitely effected our holiday. Emirates who is advertising that they have a great service. Sorry I missed it
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