DELAYED REACTION

I travelled with my family on Emirates in business class from Durban to Frankfurt and encountered serious flaws in the product and service at the airports and in-flight. Among these, the outbound flight was delayed for five hours with practically no feedback from the Emirates ground staff, resulting in passengers not being able to make alternative arrangements. The staff in Dubai fobbed off passengers that missed flights on account of the delayed departure, while on the flight, there were defective seats with malfunctioning in-flight entertainment systems.

I lodged a complaint with Emirates in July, however, the airline has not responded. If it is Emirates’ policy that it will receive a complaint, but does not respond, it should advise its passengers accordingly, in which event they can communicate their experiences via other fora and also bear such attitudes in mind when deciding whether or not to fly with the airline.