Money gone

This is to request Gulf News’ assistance in my issue with Air Miles. We have e-mails going back and forth (after reminders), but no resolution, as no one really has taken the trouble to even understand what really happened. To recap:

I booked a return flight by Jet Airways on March 25, from Dubai to Delhi, India.

When I confirmed the sector I required, it stated that after using all my Air Miles (202,063 points), I would have to pay Dh400.71, which I did. The money was deducted from my card.

Then, I got a message stating: “Something went wrong with your booking” and it took me back to the flight options screen. Now the issue starts!

When I went back, the Air Miles for the same sector had gone up, and then the system stated that using all my Air Miles (202,063 points), I would have to pay Dh700.73!

So, I paid the amount assuming that it was an error and the amount paid earlier (Dh400.71) would be adjusted, but I was mistaken. It took all of the Dh700.73. Until I raised it, there was no notification from the Air Miles team regarding this error.

When I got a confirmation, there was a message stating: “The total Air Miles remaining in your account: 76,358”.

As a customer, as I needed to fly urgently, I could not take the chance of not booking my ticket, and there was no one to speak to, as the customer service representatives work only until 6pm.

My questions are:

1. Why did I have to pay Dh700.73, instead of Dh400.71 when my screen was active and the money was taken from my credit card? My booking should have been processed.

2. How will the Dh700.73 be refunded to me?

3. Why did the system not adjust the 76,358 miles? What was this message? Another error?

As for the status of my complaint with the Air Miles team, firstly they insist that the initial booking was not completed, and that they will only refund Dh400. The fact however, is that my card definitely was charged, but booking was not completed due to a system issue and error. Why should I be penalised for it?

Also, no one even bothered to respond to the fact that post-confirmation, there was a message stating I had 76,358 miles left.

I await Gulf News’ assistance with Air Miles, as the refund amount that should be processed is indeed Dh700.73 and not Dh400.

From Ms A. Kaur, Dubai

The management of Air Miles responds:

Upon looking into the member’s inquiry, we acknowledge that the booking experience might have been confusing and therefore have decided to refund Ms Kaur the Dh700.73 and have also offered her complimentary VOX cinema tickets for two. We have also started an investigation on how the system produced this error and will work to fix it as soon as possible. We have reached out to Ms Kaur and are awaiting to hear back from her.

Ms Kaur responds:

I did receive the e-mail from Air Miles and would like to thank them for taking a pragmatic approach. Finally, appreciate Gulf News’ assistance and support in resolving this matter in the most prompt and amicable manner.

(Process initiation: May 3. Response from organisation: May 6. Reader confirmation: May 6.)

No sign

I live in Abu Dhabi and had applied for an etisalat eLife external transfer for my new home on February 23. I was told that they would come and sort it out on February 26. However, till date, I still haven’t recieved any visit or call from etisalat, despite calling 101 helpline daily and filing complaints. I don’t know what else I can do. I hope that Gulf News might be able to help me.

From Mr Fahad Aijaz, Abu Dhabi

Editor’s note: The complaint was forwarded to etisalat for comments. However, despite repeated reminders, etisalat’s management did not respond.

Mr Aijaz updates: The complaint has been resolved and I receieved a partial refund. I am satisfied with that and happy that it has been resolved.

(Process initiation: March 4. Response from organisation: March 23. Process completion: May 15)

Lost amount

The circumstances below show the unfair and disappointing way that Emirates airline dealt with me.

I booked three tickets online for my wife and two sons to travel from Australia to the UK with a one-day stopover in Dubai.

During the online booking process, an error occurred. I say it was the Emirates online system but they deny this. The fact is that I had to go through the whole booking process three times as their system kept crashing, but this was not their fault according to them.

During the booking process, I was logged in through my Skywards account but was not purchasing a ticket for myself. This is where I contend the issue began, as their system did not like the fact that I was not putting my name on one of the tickets.

After realising the error from the e-mailed tickets, my wife called the Emirates office in Australia and was told that they could not change the first name of the ticket — they could change two or three letters, but not five.

The name on the ticket was Mrs Peter Hodge and it should have read Mrs Susan Hodge. The official informed my wife that there was no way anyone could use that ticket and we would have to cancel it. We cancelled the ticket and Emirates refunded Australian $1,056.14 (Dh3,580.12) on September 26, 2013 for a ticket that cost Australian $3,070.14 (Dh10,407.20).

We had to purchase another ticket for my wife to travel with my sons on the same flight and dates as the previous booking.

My concern is that even if it was my fault in typing the name wrong, Emirates would not change the name and forced me to cancel the ticket and then kept $2,014 (Dh6,829.86) for the privilege. This was a booking made on September 13, 2013, for departure on December 12, 2013, and the ticket error was informed by telephone and e-mail on September 14, 2013. So how can Emirates claim any possible loss, considering I also purchased another full ticket for the same flight?

Since the purchase was made through our Australian credit card, we have also tried to recover the cost through the insurance, but this situation is not covered where an airline forces the cancellation of a ticket because the airline refuses to change the name on that ticket.

From Mr Peter Hodge, Dubai

A spokesperson from Emirates airline responds:

Our Customer Affairs team has already responded to this complaint, and we have nothing further to add.

Mr Hodge responds:

I have been given this response with no agreement that Emirates forced the situation, knowing they would gain from their decision.

(Process initiation: April 14. Response from organisation: April 15. Process completion: April 20.)

Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.