emirates.com

Wow, still in shock

Right so the below is what I sent to Emirates customer services on the 4th of August after our first flight and have still not had a reply. When I booked my holiday, I specifically asked the operator if I would be able to upgrade at a later date and was told yes, I would. I also called your offices several times to check prices and was told that the best thing to do would be to wait until I checked in at the airport for the best price. This was told to me the numerous times I called all by different people. When I got to Heathrow and checked in the checking in lady informed me that I was not able to upgrade because if the ticket I had purchased. Please can you explain to me why during my numerous calls that none of the operators that I spoke to was able to let me know that my ticket did not allow me to upgrade. I thought that maybe considering everything that has gone on that I may be able to afford an upgrade at the airport for myself and my daughter but was told I wasn’t even going to be able to do this. Your customer services have really failed in explaining the situation to me and I am extremely disappointed in the way I have been dealt with. This is the first time I have ever flown with emirates as I normally fly with virgin but decided to try something new. Please can you come back to me to let me know how something like this was able to happen as it would never have happened at virgin and what measures you will be putting in place for something like lack of communication to happen again. My daughter was extremely disappointed at Heathrow on Tuesday. I am now adding to this as the experience we received on our way back was even worse. So we arrived at Male airport for our return flight and again tried to upgrade. This time we dealt with Saadha Abdulla, who hardly said a word to us and was constantly on the phone. This time she apparently managed to do the upgrade for the full trip and took the money off my card, but then told me oh sorry it not possible because of the type of ticket I have. However, she had already taken the Dollar amount from my card. She then said that she voided it. However, upon checking my bank the money had not arrived. She then dumped our passports on the side and started dealing with another customer. I asked her what was going on and she ignored me. By this time checking had already closed and so I'm assuming her supervisor Suzan Waheed came over to see what was happening. She informed me that checking had closed and that she was holding it open for us by 5 more minutes to check in. So now my daughter is in tears thinking that we won't be able to get on the flight and get home. As the money still have not been received back on my card, I had to ask my brother to transfer funds so that I could pay for the upgrade for the part of our trip to Dubai. With last calls going out we had to run all the way to the gate, and because of time shortage I have a personal accident on the way which was really embarrassing.Once we got on the plane, I sorted myself out and then my daughter sorted herself out with the blanket etc and to add insult to injury while going through the seat pocket, got glass stuck in her finger (and yes, I do have a picture her finger with a piece of glass sticking out of it) shocking. We went to the steward to ask for pillars, and he informed us that they don't have any and that I would have to take the glass out myself and then wash my hands. So, I ask the question. What happened to the onboard first aid kit, or does it only hold a wash solution which the steward poured on my hands? Well, who knows. I cannot believe we experienced such bad service from Emirates, as my title states STILL IN SHOCK

Date of experience: Aug 19, 2022