I booked a flight from Hong Kong to Manchester and as the flight departed at 00.35 which was the following day from the original flight I was to take at 18.30, I made an error in the day of departure. In effect, I would have lost a day in Hong Kong. I tried to amend the date however would have to pay a fee of HKD3200. I did call (which was answered quickly incidentally) within an hour of my mistake however the handler stated that he could not override the system. While I was disappointed and also that I was travelling business class, I did understand and put it down to experience. However, shortly after the call, the same handler, Safwat, stated that he would speak with his supervisor and he amended the ticket without charge. I was extremely grateful, the fact that he had bothered to try and resolve my problem and indeed did so. He did not have to do that however I consider this to be exceptional customer service. Being in the Banking Industry for 40 years I do recognise when staff do go above and beyond for their customers. He is a credit to Emirates Airlines (as is his supervisor). Thanks again and it has saved an awkward conversation that I now do not need to have!
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