Before booking my flights to Dubai one of the elements that caused me to book with you was the complimentary shuttle to Abu Dhabi. Having arrived in Dubai, we realized we hadn’t pre-booked. After talking to a customer service worker on the phone she informed us that we could just use our boarding passes to take the bus and the same on return. On the way back to Dubai we arrived at the shuttle bus stop to be informed that this was not possible because our flight was not in the next 24 hours. We were dismissed very quickly and the customer service was some of the worst I have ever experienced. I repeatedly insisted that this is not stated on the Emirates website, and I was not informed of this by the lady on the phone. I refuted the false advertisement and terrible treatment of paying customers. After a 20 minute conversation the employee “Mashar Abdulla” finally agreed with me that it was not stated in the terms and conditions on the website, that I was right but he didn’t want the black mark on his record despite us being in the right. This was very disappointing and much less than I would expect from a representative of Emirates. He very cleverly waited until the bus had left before agreeing with us also. With us being very frustrated with the situation he gave us his word that if we took a taxi or Uber emirates would pay the charge due to their misinformation both on the website and from the employee I spoke to on the phone. It was also a fairer option than taking the public bus which would take us double the expected travel time than with the shuttle bus. We are obviously very disappointed and frustrated over the total lack of flexibility, on your feet thinking and customer care from the emirates staff and also surprised that the service level was so low. Now Emirates are of course refusing to compensate us and more than that the response I received was so obviously a blanket message and the employee clearly hadn't even bothered to read my complaint. THEY DON'T CARE ABOUT THEIR ECONOMY CUSTOMERS!!
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