Email Address: *****@***.com**Booking Reference: IWMBEB**My fiancee and I were passenge...

GetHuman-tiangmk's customer service issue with Emirates from September 2018

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The issue in GetHuman-tiangmk's own words
Email Address: *****@***.com**Booking Reference: IWMBEB**My fiancee and I were passengers for Emirates Flights EK*** from Kuala Lumput to Dubai on **th September ****.*We were extremely disappointed by our first flying experience with Emirates Airline after so many years on **th September ****. The airconditioning was not functioning properly at seat row ** as soon as we boarded the aircraft, it was noticed the temperature was high and the issue was raised to one of the cabin crew. After an hour into flight, we again raised the uncomfortable temperature to one of the cabin crew, Michela while she was serving the in-flight meal. We were told by her that the issue was referred to the supervisor and we did not hear back since then and the condition did not improve. *It was until the situation became a little unbearable, and the “help” button at our seats did not work. I left my seat without observing the seat belt sign at that time and approached one of the male cabin crew, Dusan (I might spell the name wrong) for some water and get told off immediately by the cabin crew. I must clarify it was my negligence for not noticing the seat belt sign was still on despite the aircraft was steady at the time. However, my intention was not to go against any instruction given, in fact, it was a result of the cabin crew’s failure to react to the problem quick enough that, in my opinion, it became serious. When I did not respond to Dusan’s arrogance, he sneered condescendingly to me while pointing at the sign belt sign and shook his head as in I could not understand him which I found it an explicit racist act and yet another example of arrogance from Emirates. *It was about ** minutes later that Hana started collecting trays and serving drinks, we again mentioned our problem as we found ourselves, especially my fiancee, became very dehydrated and developed symptoms of dizziness, sluggishness and nausea from heavy perspiration. I must say that Hana had been very helpful and quickly offered water to us and immediately approached the supervisor again to resolved the problem. She also confirmed that airconditioning at row ** was working fine but not row ** and was not sure why is this the case. We asked for a bottle of water to combat the dehydration and was rejected as we were told that this was not allowed at all in spite of the situation we were facing at the time. *It was shocking when my fiancee decided to go to the lavatory to wash her face and found out that Hana asked Dusan at the galley whether or not she could offer us few bottles of water instead of keep giving us small glasses of water that Dusan quickly denied her kindness and she came back with few more glasses of water. Although it was her kindness that I could not fault at,she offered us spare glasses of water that was placed in the recessed cup holder, the cup holder swirled during flight and I splashed myself with water that my trousers, underwear, socks and shoes were all wet. It was rather frustrating with all the problem we faced in flight that we thought it’s bad enough that the worse struck. We should have insisted bottled water and I did not understand, sorry for my language, stupidity of one of the cabin crew denying the bottled water provided the situation. *We see this matter as serious as we did not get the anticipated rest on the flight due to the uncomfortable temperature, though I believe the cabin crew later adjusted the whole cabin temperature that it only became cooler at the later part of that journey. In fact, we were not sure about the imperceptible change of temperature in the cabin helped with the situation or not, that to go from one extreme to another. If you could understand our only desire at the time was for the aircraft to reach Dubai as quickly as possible that we could get off the plane, you would understand how unpleasant that particular flight was that we did not even have the second meal served on board as a result of lack of appetite from the dehydration and rather irritating experience with the particular cabin crew. As we touched down in Dubai, we wanted to raise the complaint regarding our experience on flight EK*** however, it was no where to find Emirates staff on ground. *We have once had the same air conditioning problem on Etihad flight and the situation was handled much better, at least to our satisfaction even after the incidence, Etihad guest relation followed up the case and ensure we were in fact satisfied with the outcome and resolution even months after the incidence in-flight. *It was * years ago that we last flew with Emirates and since then, we decided not to fly with Emirates again and it was at that time, due to the similar experience with cabin crew arrogance and lack of enthusiasm in helping passengers. Even at the time we were based in Newcastle and Emirates, kind of, dominated that segment of the market, we made efforts to travel to distant airport such as Manchester, Edinburgh and London just to avoid Emirates flight and it was the extent of our revulsion to Emirates’ poor services based on our experience. As we think back now, we should have put in a formal complaint at the time to make Emirates to acknowledge our perception towards the airline regardless it would be heard or not. Therefore, we find it very important to make such complaint this time to ensure there is consistency in the service provided by Emirates.*For you information, we truly anticipated this flying experience with*Emirates before the incidence. As a matter of fact, we did not think we would ever fly with Emirates again and it was for our friend’s recommendation based on her experience that we considered flying with Emirates again. *As Etihad Airways is currently going through a massive cost-cutting exercise that we have seen major decline of quality of the airline, we have been actively looking out for a new airline for the past year to establish the same relationship we have with Etihad Airways that we would enjoy the offerings from the airline in all aspect. We have been loyal Etihad Airways customers for years and currently we are still Etihad Guest Silver member despite not flying with Etihad for a year now. *Initially we intended to book all the travel we planned for this year and next year with Emirates especially we have more travels to do next year to organise our wedding in Malaysia and to status match our Etihad Guest membership with Emirates Skywards Program, so we could instantly enjoy the benefits of the loyalty program, I am glad that we didn’t as we would have to review our experience with Emirates in view of the incidence. *We truly hope that this complaint is being taken seriously as well as the content is being looked into, is reviewed and is taken on board and we would also like to be provided an appealing reason to fly with Emirates for our future travel. *We look forward to hear from you soon. **Regards,*MING TIANG & SUK LIM.
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Emirates

Customer service issue
Reported by GetHuman-tiangmk
Sep 18th, 2018 - 6 mons ago
I have an issue with Emirates too
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Sep 18th, 2018 7:54pm
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Sep 18th, 2018 7:54pm