Flight ServicesComments 1: My sister and I travelled from Dubai to Phuket on 04.05.23 flight number EK378. We checked in and were given seats 39B & 39C on the flight. When we arrived at the seats, there was a very overweight gentleman already sitting in 39A (window seat) and half of 39B. As you can see from the attached photo he was taking up almost 2 seats, making it impossible to sit in the seat we paid for. I pointed out to the flight attendant that I could not physically fit in the seat and to be told she would get the supervisor. The supervisor was busy and meanwhile I was left standing in the aisle. After asking several times the plane started taxiing and I was told to take a seat. Again as I couldn't physically sit in the seat I paid for, I sat in 38D to then be told that if I sat there it would cost me $91. As I was quite happy to sit in the seat I had paid for but couldn't, the supervisor then came and informed me she was unable to ask the gentleman to move or pay for extra room. I was then taken to 27J and told to sit there away from my sister and the seat I paid for or I would be removed from the plane. As you can imagine, this caused an extremely stressful start to my trip, I was made to feel humiliated and that I was the problem, when in fact the gentleman was the problem and should have paid for 2 seats knowing he was overweight and would not fit in a standard seat. I feel he should have been told to move and pay for additional seats, not me. He also wasn't asked to fasten his seat belt or put the armrest down, given his size. I found the staff rude and unhelpful, when I was nothing but polite and accommodating. On arriving in Phuket, I tried to contact Emirates several times, via the online chat and website, I also attempted to call the helpline on 6th, 8th and 10th and was informed they couldn't help me and this was the only route of complaint. Due to the stressful events above, this made me feel extremely anxious about the return journey which ultimately tainted my holiday. I would appreciate your efforts to look into my complaint as soon as possible and to be reviewed efficiently unlike my previous efforts to contact yourselves. Wasn't able to submit as complaint due to an error on your website therefore had to raise as feedback. Please consider this is a formal complaint. Patricia Vincent For reference: sequence numbers for myself and my sister on checking in were: 217 and 218.
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