Dubai First expired ticket voucher

I was approached by Dubai First sales agent for a credit card in the month of October 2012 offering a free air ticket, and said that it is valid for one year. I wanted to use this option of paying Dh400 for annual charges and receiving in return Air Arabia voucher dated November 11, 2012. Upon receiving it I was shocked, because it is valid till December 31 only. When I contacted the call center, I was told that I can redeem it before December 31, 2012 and I can fly till March 2013. Since I’ve already booked another ticket for traveling on November 14 for a trip I had planned earlier, I could not redeem it.

After I returned from my vacation, and called MMI travel so I could redeem my voucher, they said that I cannot book it due to black out days (where an airline prevents booking during this period for this voucher) from 13 to 31 December 2012.

When I opened the case with Dubai first customer service, they told me again that I can redeem it before December 31, and I can fly till March 2013. Again when I contacted MMI travels, they clearly said that I cannot redeem it because now it had expired.

So, it was valid only for 40 days, however I was told it’s valid for a year when I took the credit card. Again when I contacted the call center, they said they can’t help me with this regard.

I felt cheated by a known financial company. Moreover, when I spoke with MMI travels, they said that this didn’t happen to me only but to many customers. Can you please investigate this matter and help lots of people like me?

From Mr Kanesan Pandi

Dubai

The Management of Dubai First responds:

Thank you for highlighting the customer’s concern.

Mr. Pandi had approached us on November 11, 2012, claiming that he was unaware that taxes and surcharges of the airline ticket gift voucher are usually borne by the customers. Despite our regular clarifications, and the fact that the terms and conditions of the voucher, which are also imprinted on it, yet we extended the offer for Mr. Pandi until March 31, 2013. We have even offered a gift exchange with a different item as a goodwill gesture, however, he rejected both offers and proceeded with cancelling his credit card. Only after almost a month post his request to cancel his card, did he call Dubai First requesting reinstating of the card’s privileges.

Dubai First remains committed to deliver the highest standard of services.

Mr Pandi responds:

Appreciate Gulf News intervention, and for helping. The date was printed on the voucher itself. The MMI travel clearly said that on December 11, I cannot use this voucher as it had expired (MMI travels and my argument with Dubai First recording is evidence). Now I do not understand why this drama about extending until March 31, 2013. If this is true, why should I complain? Secondly, they did not answer my question: “Why I was informed that it’s valid for one year, and why I was not informed about the surcharges which is equivalent of a full ticket(above Dh800)?” Since I understood the bad intention of this institution, I had requested them to cancel the card and I never asked them to reinstate the privilege of my card. At end of the day I lost my money and had a feeling that I was cheated.

Dubai First responds:

This is to confirm that we have addressed Mr. Kanesan Pandi’s case, and have resolved the matter as per his satisfaction.

Mr Pandi responds:

I received a call from Dubai First, and we agree to go for Emirates Airline voucher as compensation. This happened because of Gulf News intervention. I really appreciate the newspaper’s support.

Editor’s Note: If you have consumer complaints of a similar nature, raise them with us and we might be able to help you seek a resolution for it. Contact us on readers@gulfnews.com