We travelled to Sri Lanka during Eid break and after waiting for the conveyor belt for over one hour, we were informed that the luggage was not loaded at Dubai Airport. We were asked to file a missing luggage complaint, which took another hour. When Emirates Airlines knew in advance that our luggage was not loaded onto the flight, why couldn’t they have been proactive in telling us that the luggage was missed and instead put us through this hardship? We were travelling on a package with other families and because of missing luggage, our other families were also inconvenienced and had to wait till late for the luggage to arrive to our destination. Now after raising this complaint with Emirates, they are offering us a meagre 5,000 skywards miles, which is equivalent to Dh100 as compensation for the hardship. To me, this is inconsequential and the equivalent of showing a lollipop to a child. I have made an online complaint of other issues we faced on the same flight, but Emirates has brushed this aside stating their terms and conditions of travel.
I need Gulf News to settle this matter for me as all my efforts have failed to reach an amicable solution.
From Ms Alka D’souza
Dubai
The management of Emirates Airlines responds:
Emirates regrets the inconvenience Ms D’Souza experienced for the delay in receiving her family’s checked-in luggage. Emirates places a great deal of emphasis on the high standard of service we offer our customers and in this case the bags were forwarded to the customer’s family on the first available flight to Colombo, which was four hours after they arrived. Our Customer Affairs team have been in contact with Ms D’Souza and, as a gesture of goodwill, offered 5,000 complimentary Skywards Miles each to Ms D’Souza and two of her family members.
(Process initiation: October 22. Response from organisation: October 31. Process completion: November 16).
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.
