My Emirates Experience Part 1.

           I travelled aboard an emirates flight to Dubai late last year for an official function. My experience with the ground staff at the Dubai Airport manning the customer service desk was not a very pleasant one. For an airline that prides itself on commitment to the highest standards of quality in every aspect of their business. It’s staff, this one in particular seemed not to have imbibed the message.
           I finished my business earlier than my intended departure date; I called the airline to change my departure date but was told I had to go to the airport to change my date of travel. I got to the airport and made my way to the customer help desk. I got there and picked the tag number and sat down and waited for my
turn.
            When my number flashed on the LED display screen. I approached the man and told him I needed to change my date of travel, he asked for my ticket and my passport which I handed over to him. After carrying out his checks, on his system, he informed me that I had to pay some dhs for rescheduling of my flight. I informed him that I had spoken to the travel agent who booked my ticket and I wasn’t expected to make any extra payments. He insisted that I had to make the payment, if I wanted to travel the next day, placed my documents on the counter and proceeded to chat with his colleague whilst ignoring me. His attitude was utterly condescending and inappropriate. I asked to speak to his supervisor who walked up to me and after explaining my problem, proceeded to attend to me and still insisted I had to make the payments.
              I complained about the poor customer service skills of the man and he asked another official to assist me. I watched this same guy treat the next customer who also wanted to reschedule her flight to the USA, in the same shabby manner. After I had made the payment, I went back to him and asked for his details as I intended to make a complaint, he proceeded to write this down for me ARUN.OTHANACHAN customer.affairs@emirates.com. Sharing my experience with some of my other colleagues on our flight back to Abuja, I heard similar stories of shabby treatment by Emirates staff.