I would like to escalate an issue that I am facing with du. I had requested for a refund on my roaming services via email on March 6, and had provided them with all the necessary requirements, such as my bank details.
A few days later, I got a call from du and was told that they had the wrong bank details and so, they asked me to resend the details, which I did. Since then, I have been following up and till date I get the same response from them, that they have already transferred the funds. I have even sent them my bank statement to prove that I didn’t get any money.
I don’t know what to do and I see Gulf News as my final support. I would appreciate if the newspaper can intervene and help me get a solution.
From Mr Mohammad Danish
Sharjah
The management of du responds:
In response to Mr Danish’s query, our billing team has investigated the matter and confirmed that the transfer of the deposited funds is currently in process and he will receive it shortly. The team has informed the customer and the matter is closed. We apologise for any inconvenience.
(Process initiation: May 7. Response from organisation: May 10. Process completion: June 15.)
‘Why was a senior citizen offloaded by the airline?’
We had a booked and confirmed tickets for April 2 from Goa, India, to Sharjah. However, the passenger I had booked for (a woman older than 70) was sent home after being made to wait for five hours at the airport. The reason given to her was that there was a technical problem with the aircraft. However, we checked with Sharjah airport, as well as their offices, and were told that the plane did take off and had landed safely in Sharjah.
So there was no technical problem and she was told a blatant lie. Instead, she was told to return the next day. She had to travel 25 kilometres once again, at four in the morning, and then return the next day at 12 noon. This has caused her great inconvenience and stress.
In addition, we had booked her flight on a weekend so that we could pick her up from the airport. Calls to Air Arabia’s head office and several emails were futile — it seems like they just don’t care about their customers. I hope that Gulf News can take up the issue with their office in Sharjah.
From Mr Francis Cardinho
Dubai
The management of Air Arabia responds:
We have reviewed the case with the Customer Relations team and on the said flight G9493 from Goa to Sharjah on April 2, there had been a load restriction that forced the team to reduce the number of passengers on board. We asked a number of our respectful passengers if they would agree to be carried on the next available flight, and Ms Dias was among those who agreed to be transferred on the next available flight, the following day. Ms Dias used the ticket on the following day as per the new schedule.
Moreover, we have informed Mr Cardinho (the passenger’s son) that we have credited the full amount that Ms Dias paid us, and kept it in her reservation as flying credits of Air Arabia, out of courtesy for her, to use in future travels.
We regret any inconvenience caused and we look forward to welcoming Ms Dias and Mr Cardinho on board Air Arabia soon.
(Process initiation: May 25. Response from organisation: June 2. Process completion: June 2.)
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.
