We recently returned from a holiday which included, amongst others, FOUR Emirates flights connecting Dubai, Sri Lanka, the Maldives and London.On EVERY flight we complied 100% with the requiremennts of each destination with regards to Covid travel requirements, the two of us being "Recovered" patients.In brief, despite arriving thee and a half hours before the flight departed, we were REFUSED permission to check-in. NOT ONE member of the Emirates team at LHR, knew of flight requirements for Sri Lanka, (which had been unchanged for AT LEAST 6 weeks), NOR THE EMIRATES POLICY ITSELF, for passengers transitting through Dubai. (This had changed eleven days before departure, and was CLEARLY stated on EMIRATES WEBSITE). NOT ONE of Emirates personnel was aware of this! (Obviously the management team behind the scenes, who FAILED to make themselves known AT ANY TIME, had no idea either)Eventually, a very apologetic assistant came running up to us just one hour before departure, saying "Soorry, sorry, sorry....you were right". We were then hurriedly checked in, only to be REFUSED entrance through security as BOTH boarding cards WERE IN THE SAME NAME!This still causes my stomach to turn at the recollection!Having returned from holiday I quite naturally wanted to take this totally UNPROFESSIONAL and UNACCEPTABLE experience up with the company, and submitted a formal complaint with a FULL explanation of what went wrong as a direct result of Emirates lack of knowledge and unprofessional conduct.Having chased a response after over two weeks, I received a response from Emirates customer services:Stating INCORRECT facts about their own company policy regarding transiting passengers. It also FAILED COMPLETELY to address the issues raised in the formal complaint.I await a response from Emirates how to escalate this incident which, quite frankly, I'd rather completely forget! I cannot believe the pathetic, unprofessional and ill-disciplined practices in place at this airliine. My advice to anyone considering flight options is AVOID EMIRATES AT ALL COSTS.
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