Travel travails

On September 26 I was booked on flight F2-043 to Muscat, Oman, and erroneously booked on the return flight F2-044. The booking agent asked us if I was travelling for a visa change. I replied that I was going for a meeting in Muscat and wanted to return in the evening. The booking agent, by this time had a thorough look at the passport and the visa page.

We then were sent to book a new ticket at the flydubai counter and bought a new ticket for the evening flight F2-046. On returning to the counter the same booking agent informed us that I could not travel because the UAE residence visa validity was less than six months.

A supervisor was called and confirmed the same. There was then a very rude flydubai staff member who called in to verify the same.

My contention is that if Dnata and flydubai staff were aware of the rule, why they did not inform me before buying the new ticket.

The case was put forward to the supervisor in charge of flydubai. After listening to my problem and apologising for the staff behaviour, she put me on to Dnata. They heard about the case and in the absence of flydubai’s manager, they promised to call me.
By the evening, a flydubai representative called me and promised that flydubai would give me a refund for the new ticket — this would be credited to my credit card within three weeks.

It has been more than three weeks and there has been no [response] from either Dnata or flydubai. When will we get an apology and refund?

From Ms Indu Varanasi
Dubai

A Dnata spokesperson responds:

Dnata Travel Services has contacted Ms Varanasi to clarify a few points. The refund that has been requested can only come from flydubai. In the future, it is recommended that travellers use a travel agency such as Dnata Travel Services, in order to assist with visa requirements, which vary by country.

Ms Varanasi responds:

While we appreciate your efforts to get this matter resolved, I do think that Dnata is digressing from the issue and creating a web of words.

Firstly, the request to use travel services is irrelevant and an invalid argument as the Dnata check-in staff directed us to buy the ticket from the flydubai airport counter without going through our documents, that is the passport and the valid visa.

It is a sham game they are trying to play. It is so shameful that an organisation with such a long history wants to circumvent the issue and try and sell their services.

Editor’s note: We forwarded the follow up letter to Dnata, but their management stated that they have no further comment on this issue.

The flydubai team responds:

Thank you for giving us an opportunity to respond to Ms Varanasi’s query.

Ms Varanasi reported for check-in with a return on the same day on the turnaround flight. The check-in agent enquired if she was going for a visa change and Ms Varanasi confirmed that she was returning on the evening flight.

Ms Varanasi had not verified her return flight and was not aware that she was booked on the wrong flight. She was advised to create a new return booking which she did at the flydubai sales desk at Dubai Airport, Terminal 2.

When Ms Varanasi returned to the counter to check-in, the same agent verified her passport and visa again since she was not going for a visa change and realised that her residence visa was valid only for seven days.

The Immigration regulations require that passengers on any GCC visa must have their GCC Residence Permit valid at least six months before and after arrival date. It is the passenger’s responsibility to check the validity of all travel documents and a refund is not provided as per our policy.

However, we have, as an exception, refunded the fare to the payer’s credit card at the end of September, 2010. The refund amount should now reflect on her credit card statement.

Ms Varanasi responds:

Thank you for all your effort. I do confirm the receipt of the refund from flydubai.

Service hassles

Having applied for etisalat e-Life on June 2, I thought I would be having fun with my family. However, [by the beginning of the] World Cup, etisalat had not connected any of the ‘triple play’ services, despite my having received approval from the surveyor and a landline number.

Etisalat gave me a complaint number, but the World Cup is over and there still is no e-Life installed at my home. I always get the same reply from them, that the technical services department will contact me soon.

What’s more vexing is that my friend who is living in the same villa has had his internet and e-vision connected and I cannot apply for an alternate [offer] for landline and internet.

From Mr Brian Mahachi
Abu Dhabi

The management of etisalat responds:

Kindly be informed that Mr Mahachi’s issue has been resolved and that e-Life service has been provided to the customer.

Mr Mahachi responds:

Etisalat has set up the devices in my house, [but they] are just lying idle. I tried to call [my landline] number to confirm, but there was no service.

Etisalat called to inform me that my account is now active and I have since lodged a fresh complaint to stop all billing until I get service.

The management of etisalat responds:

Kindly be informed that Mr Mahachi’s issue has been resolved.

Environmental responsibility

We all receive statements from etisalat in print, which run into multiple pages.
Should etisalat not think about conservation of paper? Can they not work more efficiently and accommodate their bills in less number of cheaper papers?
Maybe pass on the difference as discount to their customers?

From Ms Krita Karani
Dubai

The management of etisalat responds:

Kindly be informed that Ms Krita Karani has been contacted and her suggestion has been forwarded to concerned department.