Service issue
I am really annoyed about the treatment I have received from flydubai.
During my annual vacation, I flew with them from Beirut, Lebanon, to Dubai on January 2. I experienced nausea, which made me vomit, due to my pregnancy, and other passengers helped me get to the washroom to clean up. While this was happening, my husband requested help from one of the cabin crew members to clean up the seat in order for me to be able to sit down.
Surprisingly, she said that they do not help with such matters. Later, when I got out of the washroom, I continued to feel dizzy and was about to black out. Another passenger noticed that and requested me to sit down immediately, and the seat happened to be the jump seat, which I only found out when one of the crew members screamed at me to get up and return to my seat.
I sent a complaint to flydubai on January 8 and received a final reply from them on January 22, informing me that they had looked into the issue and found that what I said was not true.
I fail to understand how a service quality department investigates a complaint within the company without bothering to contact me or acknowledge my complaint.
From Ms Zainab Mohammad Ghilen
Dubai
The management of flydubai responds:
Thank you for sending us the passenger’s comments. As our Customer Service Team explained, we have looked into the feedback and replied to Ms Ghilen. Please note that it is a UAE General Civil Aviation Authority (GCAA) regulation that passengers are prohibited from using the jump seat and this was communicated. Our crew followed procedure throughout the flight and offered their assistance, providing her with water and a fleece to wear. We apologise if she was not pleased with her experience with us.
(Process initiation: March 3. Response from organisation: March 13. Process completion: April 14.)
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