Complaining about Emirates Airline

msmhw on 13/03/2017 - 11:57
Last edited 13/03/2017 - 13:44 by 1 other user

Hi everyone,

I think I need help in this one. I travelled with my family in the beginning of this year with Emirates airline. And it was the worst experience ever. They left us 3 days in Dubai without caring. I made a complaint with Emirates website but all they did offer some stupid sky points (worth $100) while we paid over $6k.

Can someone lead me how I can make a higher lever complaining? Can I put ACCC complaint or with fair trade?

Update 1:

All the flights were with emirates in one ticket. We didn't have insurance. The first flight has been delayed as it can not land in Dubai because of the fog and problems in the airports. So we waited over 7 hours to get everything sorted.

After we arrived in Dubai, we missed our flight to Sydney. They couldn't find a replacement flight for us and we have been asked to wait in the airport until they can book us on a different flight, around 6-7pm they couldn't find a flight so they sent us to a hotel and asked us to come back tomorrow morning to try again.

This happened for next 2 days until they were able to find a flight!

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Comments

  • Ash-Say on 13/03/2017 - 12:06
    +1

    Why would you stay 3 days in Dubai?

    From personal experience, Emirates have always been great and always received free hotel/airport transfer if stopover is over 8 hours.

    Emirates ABN is 81 073 569 696 and you can lodge complaint with Fair Trading should you wish to escalate.

    • msmhw on 13/03/2017 - 12:15

      we had connection flight in Dubai, the flight to Dubai had been delayed (due to a problem in Dubai airport) therefore we missed our flight from Dubai to Sydney.

      when we arrived at Dubai, they were not able to find a new booking for us so this why we had to stay in Dubai for 3 days. There were some flights available with business class but they refused to upgrade us. And now when I contacted them they only offered some stupid points that worth $100. I am not really happy with this outcome.

      • apple2016 on 13/03/2017 - 12:25
        +1

        As I understand you were connecting thru Dubai and missed you connection as the first flight was delayed. Is this first flight booked thru emirates ?

        • msmhw on 13/03/2017 - 12:35

          Yes, that's correct., Both with emirates.

      • pyramid on 13/03/2017 - 12:33

        Was your flight to dubai and dubai-Sydney on same ticket?

        • msmhw on 13/03/2017 - 12:35

          yes, same ticket. both with emirates.

        • pyramid on 13/03/2017 - 12:39

          @msmhw: sounds bit strange that emirates did not bother to help you though you were traveling with same airlines. Few months back I was travelling to Melbourne via KL on Malaysian airlines but flight to KL got delayed, so MA rescheduled me in Qantas flight to Melbourne via Singapore. And they also gave vouchers to visit their lounge.

        • msmhw on 13/03/2017 - 12:43

          @pyramid: a lot of people have been in similar situation, missed their flights. I believe it was over twitter and Facebook as well. And they couldn't handle that number of people. Even their own hotel was full.

      • humdingaling on 13/03/2017 - 14:31
        +2

        http://www.thenational.ae/uae/fog-delays-dozens-of-flights-t…
        http://www.thenational.ae/uae/tens-of-cancelled-flights-sees…
        http://www.thenational.ae/uae/20170102/how-fog-caused-recent…

        sounds like a whole lots of flights got delayed for several days
        so its not like one single flight got delayed

        what outcome would you find satisfactory given the amount of people they would had to give the same out to
        upgrade every one to business class?

        how is it you knew there were still business class seats available?
        i'm sure that they could upgrade everyone from cattle to business cause there are more business class seats than cattle right

        https://www.choice.com.au/travel/on-holidays/airlines/articl…

        even within australia

        outside of the airline's control (such as bad weather or volcano ash clouds), airlines will usually try to help you get to your destination, but they won't be responsible for paying any costs or expenses you may incur as a result of the delay or cancellation.

        • msmhw on 13/03/2017 - 14:52

          I total understand the weather was out of their control, I am not complaining about this.
          I knew there are seats in the business class via their website.
          My main complaint about how they dealt with the situation and left us in the airport without any care. Believe it of not, they didn't even offer water or food while we are waiting. Just imagine this with a kid and someone with medical condition (we provided them with the doctor letter). Also, we told them can we stay in a hotel until they can find seats for us but they told us we need to wait first.

          I understand now the point of the insurance but even if we had insurance, what will make different in the time of the problem? does the insurance will offer us an upgrade to business or provide a privet jet? we will still suffer but the only different we can claim some of our money.

          to be honest, I really don't understand this point. Basically, what you are saying, the airline can treat you bad and as they like because you have insurance. Where is the right customer service we should get that we paid for it?

        • humdingaling on 13/03/2017 - 15:12
          +3

          @msmhw:
          the point is that in situations of delay which are outside the airlines control they are not obliged to do anything besides get you booked on a different flight (Which they did eventually)

          yes yes you got inconvenienced and you were made to be in a country longer than you wanted
          i'm not saying i would be pleased if i was in your situation but its not like the airline went out of their way to mistreat you
          you seem to be having a gripe about not having free food or water which i am saying that would of been covered by insurance

          insurance is there so you cover the costs you incur in the event of such delay
          this includes and is not exclusive to Food/drink/hotel/etc
          read the PDS of your insurance though as on with any insurance you get what you pay for

          ps private jet when airports are closed means you still dont get to fly?

  • sillysam on 13/03/2017 - 12:25
    +2

    Did you have to pay for a hotel in Dubai?

    You can't contact ACCC over a flight delay. They have no jurisdiction outside of Australia and it sounds like the fault was with the airport. Your airline's hands are tied in those situations. They are under no obligation to offer you business class tickets, which will exceed $20,000 for a family.

    If they did offer you free hotel stay, then just move on. I can't imagine what more they could have done.

    • msmhw on 13/03/2017 - 12:45

      they only offered the hotel to sleep at night, we had to go back to the airport to chase them with the new booking. They didn't even bothered to over any drinks or food especially with a kid it was really difficult.

  • Ryanek on 13/03/2017 - 12:26

    What do you feel would be the right compensation? Were you out of pocket? Did you lose income? Did you have travels insurance?

    • msmhw on 13/03/2017 - 12:37

      at least they should offer what we had to pay in Dubai.
      no didn't have a travel insurance

      • ThithLord on 13/03/2017 - 12:48

        Huh? They didn't cover your hotels/meal expenses? I thought that was bog standard for delayed flights. Definitely if the connecting flight was all on the one ticket!

        But you should rethink your priorities next time regarding insurance. Very little sympathy there from me

        • msmhw on 13/03/2017 - 12:52

          tell me about it, it was a nightmare for us. I couldn't believe a big company like Emirates couldn't handle a problem like this. We didn't think we will need an insurance because we are flying with a well known company. But it seems we were wrong. From now on insurance must have.

        • peterpeterpumpkin on 13/03/2017 - 13:15

          Even Jetstar gave me $150 and I think it was $30 a day on food. For a $35 ticket…

        • Ranagade on 13/03/2017 - 15:18
          +5

          @msmhw: Travel insurance is not just for flights. How would you pay for medical expenses if you got hit by a car crossing the road overseas? Or your valuables got stolen on the street or at your hotel? Always take out travel insurance for international trips.

        • Ryanek on 14/03/2017 - 10:29
          +1

          @msmhw: If you paid for the flight by credit card check if it automatically comes with travel insurance. You may be entitled to reimbursements.

  • pyramid on 13/03/2017 - 12:32
    +1

    Can you update your post with more details, like why you were at dubai airport for 3 days and which airlines did you take to reach dubai?

  • SilentBob on 13/03/2017 - 12:32
    +1

    Didn't even offer you some coupons for free HSP while you were in dubai?

    • msmhw on 13/03/2017 - 12:39

      nothing at all, they only gave us a hotel each night and we had to go to the airport each morning to chase them with the new booking.

  • jellykingdom on 13/03/2017 - 12:45

    Was this that recent A380 flight that was grounded for a few days in Dubai with engine problems? Or was that a Qantas plane…? It was on the news quite a lot

  • sillysam on 13/03/2017 - 12:57

    Do you have all the food receipts?

    Try calling them and claiming some of that back.

  • airzone on 13/03/2017 - 13:19

    we didn't have insurance

    A bit late now, but next time you know what to do.

    • msmhw on 13/03/2017 - 13:25

      lesson learned, but I am not happy to let emirates go without doing something about what happened.

  • ausdday on 13/03/2017 - 14:05

    Did you wait near the check-in counter, just in case there are last minute no-show, or last minute upgrade to business class?

    And did you tell them you did not mind flying codeshare airline if they can get your the ticket?

    At least you didn't have to fly standing, or stand flying …
    http://www.thejakartapost.com/travel/2017/02/27/pakistan-air…

    • msmhw on 13/03/2017 - 14:55

      yes, we waited near the counters as we weren't allowed to leave.

      yes we told them we are happy with any flight that heading to Sydney but no point.

  • Randxyz123 on 13/03/2017 - 14:34
    +2

    May I ask why you didn't have travel insurance? Doesn't matter who you fly with this is what it is for…

    Did they pay for your hotel or are you out of pocket for that ?

    Edit: looks like they paid for your hotel? If they did that you could ask nicely for compensation for food and drink. However as long as paid for the hotel this doesn't sound THAT bad to me.

    As you say they were probably overwhelmed…

    • cmdwedge on 13/03/2017 - 14:41
      +5

      If you can't afford travel insurance, you can't afford travel.

    • msmhw on 13/03/2017 - 14:57
      -2

      because we hear a lot of good things about emirates. We paid extra to fly with them so we expecting to be better service.

      My main complaint about how they dealt with the situation and left us in the airport without any care, not the delay because of the fog. Believe it of not, they didn't even offer water or food while we are waiting. Just imagine this with a kid and someone with a medical condition (we provided them with the doctor letter). Also, we told them can we stay in a hotel until they can find seats for us but they told us we need to wait first.

      I understand now the point of the insurance but even if we had insurance, what will make different in the time of the problem? does the insurance will offer us an upgrade to business or provide a privet jet? we will still suffer but the only different we can claim some of our money.

      to be honest, I really don't understand this point. Basically, what you are saying, the airline can treat you bad and as they like because you have insurance. Where is the right customer service we should get that we paid for it?

      • Randxyz123 on 13/03/2017 - 17:05

        Of course they wouldn't pay for a private jet and wherever you have insurance or not shouldn't matter how they treat you.

        It's pretty bad they didn't provide you with food and water for free but if you can afford to travel then you can afford to buy a bottle of water and some food at the airport.

        I've travelled a lot and delays are part of it. Sometimes airlines are helpful sometimes they aren't. It really depends.

        I don't think fair trading will do anything….

  • Lil B on 13/03/2017 - 14:58
    +5

    We didn't have insurance.

    Sorry, OP. But that is where you screwed up.

    • Emli on 14/03/2017 - 09:35
      +1

      Especially when travelling with someone who has a medical condition. If they had needed help in a foreign country, your medical costs could have been huge.

  • msmhw on 13/03/2017 - 15:06

    Guys, this post is asking where I can make a complaint about emirates airline such as ACCC or Fairtrade ..etc. Not about what happened or why I didn't get insurance. I am not complaining about the delay of the weather or the airport problems. I am complaining about how they dealt with the situation and left us in the airport most of the time without caring. As a paying customer, I am expecting better service.

    • swimmingtoad on 13/03/2017 - 23:15

      You can make a complaint but it won't get you anywhere as they actually went above their minimum required compensation already.
      You can't really complain about just poor customer service without a claim for compensation etc unless you post on Facebook or reviews etc.

  • HardQuiz on 13/03/2017 - 15:18
    -2

    They put you in a hotel and covered your meals for the 3 days ?

  • MITM on 14/03/2017 - 00:31

    Offloading passengers at Dubai by Emirates is routine because of the A380 to 777 bottleneck.
    Happened to me after a 36 hour mini UAE stopover. Got told to come back tomorrow to see what's available.
    Got limo'ed to 5* hotel, restaurant vouchers for dinner and breakfast, limo'ed back to airport and free return ticket to Europe.

    The 24 hour delay in Dubai meant I missed my Singapore connection to Thailand (5 night air & hotel package).
    Insurance didn't cover the Thailand "non-event" because I was a no-show.
    So had to wait 4 days in Singapore for my homeward (Scoot) flight. Insurance paid for the accommodation.

    All in all, I would still have preferred I got to Thailand as planned.

    PS. Travel insurance is for medical & Evac only. Anything more is a bonus for how little it costs.

    • cmdwedge on 14/03/2017 - 11:55
      +1

      "PS. Travel insurance is for medical & Evac only"

      Not true. Each policy would be slightly different, but even a bottom-shelf one will provide a lot more than that. My wife had her luggage arrive 26 hours after the flight landed on a trip to Europe. She had to buy one set of cold-weather gear, and insurance paid for it all.

      • MITM on 14/03/2017 - 16:46

        I should add my main reason for buying Travel Insurance is for Medical incl. evac to home, should something catastrophic happen. Car accident, heart attack, etc.
        And if I can claim for a dropped iPhone - then that's a bonus.

        No doubt your wifes insurer was reimbursed by the airlines insurer. Well played.

  • Meho2026 on 14/03/2017 - 09:26

    If there is a technical problem with an aircraft then the airline will cover the cost of food, drinks, transport and accommodation.
    If the problem is weather related, which in your case it was, the airline is under no obligation to provide anything. This is because the weather is beyond the airlines control.
    In normal circumstances when we take flights that run on time, the airlines don't provide us with food and water in the airport terminal (apart from the business lounges). Thats why they didn't offer you water at Dubai airport.
    You may think this is unfair but thats how it works.
    You wont stand a chance of getting any more compensation from Emirates because they aren't required to do any more. They provided you with accommodation until they could get you on the next available flight. That is the extent of their obligation to you and they met that.
    What many people are trying to tell you is that had you purchased travel insurance, your policy may have covered extra expenses incurred through the missed connection like water and food at the airport.
    I think that many of us are unsympathetic because we do not understand why someone would spend $6K on airfares and then would not buy travel insurance.
    Its unfortunate you had to wait 3 days on an available flight but you were traveling at a peak period and things like this are more likely to happen then when flights are full. You are basically standby on the next available flight and will only get on if other passengers are no shows.
    Your expectations from Emirates are not realistic, they have done nothing wrong and have honoured the terms and conditions of their ticket sale contract with you.

  • kanter on 14/03/2017 - 09:38
    +1

    I flew back from Europe on the 31st and was delayed too, but was lucky enough to get my flight to Melbourne.
    As said earlier, it's out of their control so they don't have to compensate you however you should have received food/drinks vouchers the same way you got the accommodation looked after.

    My brother got stuck 2 days in Singapore once because they over-booked the flight, it was their stuff-up so they offered food and accommodation, and 4 free Melbourne-Singapore return flights to use within the year

  • CharityCase on 17/03/2017 - 23:57

    I work for ground operation at Sydney international airport and I can tell you most of airlines does not cover or just hold limited liabilities for such situations if the delay or consequential delay caused by extreme weather conditions as the weather is out of airlines' control, and that's why travel insurance exists. However you can still get fair trading involved and get some fair compensation, but I don't think they will cover the full costs to be honest.

  • msmhw on 21/03/2017 - 20:02

    update 2,
    I contacted Emirates in Dubai and I spoke with one of the supervisors there. He was totally agreed with me that what happened not acceptable and what I got not enough as compensation. He took my information and promised me he will get a better outcome.

    Thanks everyone for your suggestions.

    • zappy32 on 22/03/2017 - 07:49

      Unfortunately Australia doesn't have any laws regarding this unlike other countries. They're not even obliged to put you up in a hotel. That said you would definitely expect more from Emirates. I'd send them credit card receipts showing what you paid and keep chasing them up.

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