Old Jul 27, 2017, 4:33 PM
ptm ptm is offline
Join Date: Jul 2017
Posts: 1
Default Emirates customer service not appropriate

I was flying Emirates airline to India in February. I missed my last connecting flight to Calcutta, India from Dubai. It was entirely my mistake. I went to customer service desk and was advised it would cost me $600 for the missed flight with no comments or information regarding my ticket being out of sequence. The rep advised me I didn't have to book the ticket with them I could go through a different carrier, which I did as the flight was $275. I asked about my baggage and they said that it would follow my flight no problem. The customer service rep did not say anything about my ticket no longer being valid or that I would have to pay in order for my flight to be valid on my return journey. After travelling extensively through-out India, a month later get my confirmation flight details the day before my flight home. I go to the airport and am told I no longer have a ticket cause I didn't complete the last flight on the arrival flight. I advised them the situation and explained what happened and they said sorry your ticket is no longer valid. I tried to speak to an Emirates rep and they had known that could do anything for me. I then had to pay $750 for another ticket to return home. Only way to leave the country. I paid the ticket under protest and went to Dubai and tried to speak to a customer service rep about the instance you have no choice but to file on-line. I did, explained everything and did not get a response until almost 60 days later. No ability to talk to anyone verbally only a email sent to me indicating they denied the claim. I proceeded to search the internet to find a method of contacting the individual on the phone and I was able to call the rep. Emirates will not take direct phone calls you can only leave a voice mail msg which I did for 2 weeks before Carolyn Schmidt contacted me. I explained everything and she had sympathy and agreed she couldn't understand why I would choose another airline, I explained no one told me ticket invalid and what individual would buy another ticket if they new they had to pay. She offered 10,000 skyward points because she could see I was very upset, I told her I wanted to speak to someone higher up at first she said there was no one upon my insistence she forwarded me to a Manager by the name of Susan Ramsey on May 30th. I then got another voice mail and no person when she forwarded the call which I was told would be the manager. I have now called almost every day since May 30th and she has not returned my call. I need some assistance to get this resolved.

My responses to date:

Ms. Schmidt has advised me of your concerns and I regret to learn of your disappointment with our responses to date.

After careful review of your file, I must regrettably advise that no new information has come to light to warrant a change in our original assessment as per your discussion with Ms. Schmidt.

While we may not reach a consensus in this matter, I sincerely hope we have the opportunity to welcome you on board Emirates in the near future.


Susanne Ramsey
Customer Affairs

Thanks for your patience. Our Customer Affairs Team considers the matter closed and won’t be able to provide any additional correspondence. Regards, Mariam, Emirates Social Media Team

Our Customer Relations Team considers this matter closed. We are unable to add any further comments on this. Best regards, Shalini, Emirates Social Media Team

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