TONGUE TWISTER

On May 12, 2014, I flew on flight EK147 from Dubai to Amsterdam in business class as an Emerald Oneworld Frequent Flyer (Platinum Qantas).

During the meal service, I split my lip open with a damaged spoon that had razor-sharp edges. Given the damaged spoon made its way onto my plate in such a dangerous condition due to Emirates’ negligence, I was not taking any chances that the spoon was clean, and I requested for the wound to be disinfected ASAP, as I could have easily been infected with bacteria or viruses.

It took over an hour for the crew to contact the doctor on the ground and provide some antiseptic cream. Needless to say I was upset by the incident given that any disinfection measures would have been too late by that stage.

I specifically requested for Emirates to contact me after the flight to check on my health and if there was any compensation necessary for the injury and trauma caused.

I would have expected that this incident would be treated as a high priority, however I did not hear anything from Emirates despite having filled out an accident form with all my contact details.

Only after a written complaint, a month after the incident, and more time passing due to “investigations” was an offer of 35,000 Skywards Miles made as compensation if I signed a document voluntarily waiving and releasing Emirates and all its employees and agents from any and all further claims.

To put this great “offer” into perspective: the points needed for a Dubai-Amsterdam flight as flex fare in business are 125,000 plus taxes, meaning the offer would not even cover 25 per cent of the full ticket cost.

It is a disgrace that I got injured on an Emirates flight, through the airline’s own fault, which could have ended very badly for myself in case of an infection or worse. What’s more, this incident has not been taken seriously at all. Only after complaining did I receive a ridiculous compensation offer for the injury and trauma.

EMIRATES RESPONDS:

Emirates can confirm that our customer services team has contacted Ms Rafaela on this matter. For privacy reasons, it would not be appropriate for us to comment further.