Reader's issue raised

Excursion ticket

I read with keen interest and fully agree with Ms Beverley D'Cruz's letter (‘Travel travails', Gulf News, April 12, 2011). I have a similar unresolved grievance against Emirates. Please allow me to explain.

I held a confirmed Emirates excursion ticket (Dxb-Fra-Dxb). On February 3, 2011, I arrived at the Emirates check-in queue at Terminal 3 of the Dubai International Airport at 12pm. After waiting in line and meeting with the person at the counter, I was redirected to counter B57, and the representative there asked me to wait as he believed that the flight was overbooked and I would not be allowed to board the flight.

An argument followed wherein I insisted that I needed to board the flight.

I also informed him that I had not eaten and was thirsty and intended to have lunch after entering the airport. All the while I was not offered even a sip of water, in spite of me asking for one.

After waiting for over an hour, I called the Emirates contact centre on 04-2144444 at 1.05pm. After explaining my plight, I handed over my mobile phone to the person at the counter so that they could speak with each other and assist me.

Thereafter, even though I was promised that they would put me on the flight in "a few minutes", it didn't happen. It was only at 1.45pm that I was redirected to yet another counter when my boarding pass was finally issued. Consequently, I didn't have the time to have a meal.

I wrote to Emirates complaining about this appalling experience. Their threat to offload me and the ensuing behaviour, was preposterous, to say the least.

I categorically asked them to address the following questions:

Why did they threaten to bump me off the flight, considering the fact that I was a full-fare paying passenger with a confirmed seat? Additionally, I had also arrived in good time at the check-in counter at the airport.Does Emirates not believe in arranging for even drinking water for its passengers, considering you have been the cause for holding back a passenger?

Repeated reminders to customer.affairs@emirates.com finally resulted in a baseless, erroneous and superfluous response. May I request Gulf News to intervene, not only on my behalf but also on behalf of Emirates' entire passenger base and demand an explanation from Emirates.

I also urge you to print my letter highlighting my plight as well, to inspire others to share their experience with Emirates.

From Mr Nikeel Idnani
Dubai 

An Emirates spokesperson responds: Emirates thanks Mr Idnani for his letter to Gulf News. Our Customer Affairs team are already in direct contact with him regarding this matter. 

Mr Idnani responds: Please note that Emirates has been in touch with me no doubt, but without any solution/commitments. 

Editor's note: The follow-up letter was forwarded to Emirates for further comments. However, its management said that they had nothing further to add.

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