June 2, 2009

Missing for 16 hours
I travelled on Jazeera Airways with my wife and two-month-old baby girl on February 27. The flight landed at Dubai International Airport at around 7.30pm. After doing the necessary formalities at the immigration counter, I proceeded to collect my baggage. I had three checked-in luggage items. I picked up two of my bags from the conveyor belt and kept waiting for the third one for almost one hour, but it was nowhere to be seen. The third bag contained all my infant's important items. Since the belt was empty, I decided to proceed to the Dnata baggage claim counter. The staff at Dnata started tracking my baggage but they were unable to trace it. It was almost 9pm. Since my baby girl was crying, I decided to leave the airport and headed for home. On reaching home, I had to rush to the market to arrange the necessary items for my baby. I called Dnata's customer care service two or three times, but till midnight, there was no trace of my luggage. It was a nightmare for my wife and me, as the bags also contained medical records of my baby which cannot be replaced. We managed to pass the night somehow and in the morning, at around 10.30am, I called up Dnata once again. They told me that they have a message that my bag has reached Kuwait by mistake and would be arriving in Dubai at around 1pm. I reached the airport at around 2pm. It was then that my baggage was delivered to me after 16 long hours. The next day, I called up the airline to claim for the delay in baggage. They bluntly refused to entertain any such request. This is totally unjustified. The pain and trauma that I had gone through is immeasurable in monetary terms.
From Mr Saujanya Kashyap
Dubai

Mr Ali Hachem, Customer Relations Supervisor, Jazeera Airways, responds: Please note that the passenger collected his bag within 24 hours. We are sorry for the trouble caused, but do not offer any compensation for baggage delayed for 16 hours. Once more, we are sorry for the inconvenience and thank the passenger for using Jazeera Airways.

Travel time
I booked a seat on April 19 from Abu Dhabi to Jeddah on Etihad Airways, and accordingly made a request for a limousine pick-up from Sharjah. I was surprised to hear from Etihad Airways staff that the limousine will pick me up five hours prior to flight departure. Is it not ridiculous? Earlier, when there was heavy traffic on Sharjah-Dubai route, the time given was three hours before departure and now when there is hardly any traffic, they have increased the pick-up time from three to five hours. Is this a new gimmick to reduce the number of limousine services to passengers? Or does Etihad Airways management think it has enough passengers from Abu Dhabi and there is no need for more passengers from other emirates? I personally will never prefer to travel five hours prior to my flight, to catch a flight that is one hour long, even though I am a Gold member since the inception of Etihad Airways' guest programme. Sharjah-Abu Dhabi route would take a duration of maximum one and a half hours at any time of the day.
From a reader
Dubai
Name withheld by request

Mr Leo Seaton, Head of Media Relations, Etihad Airways, responds: We have already responded to this customer. We confirmed to him that our Limousine desk had indeed been instructed to pick up our customers from Sharjah five hours prior to departure. The reason for this is to take into consideration the delay that traffic congestion in this area might cause and also the time required for check-in for flights. We also stressed the fact that the journey from Sharjah can take anywhere between one and a half to two hours. For the future reference of Gulf News readers, we have also included the journey time from all of the seven emirates which is as follows:

Abu Dhabi - 2.5 hours

Dubai - 3.5 hours

Sharjah - 5 hours

Ras Al Khaimah - 6 hours

Umm Al Quwain - 5.5 hours

Fujairah - 6 hours

Ajman - 5 hours

Our limousine desk is quite strict with these timelines as we do not want customers to encounter any inconvenience as a result of delays due to our limousine service.

Appalling service
I was on flight EK036 from Newcastle to Dubai on March 21, 2009. Despite being given a lunch menu listing three choices, we were informed very early on that they only had vegetarian pasta. Not wanting to make a big fuss, I took the pasta, although I was annoyed with the poor service which ruined my flight. However, later on, when they were serving ice cream and coffee, the stewardesses neglected to serve my section of the plane. I made a complaint to a stewardess, only to have her inform me that she "didn't know" she had skipped us and only had one flavour of ice cream left, which by then was melted and unfit for consumption. Her attitude and behaviour were certainly shocking. When she asked if I needed anything else, I told her I would like apple juice and she replied that she didn't have it either. This attitude and behaviour is unforgivable, especially as Emirates is reputed to have good service. However, upon seeing my displeasure she quickly said that she would go and get it for me. Obviously, they had it in the galley but the cabin crew was lazy and inattentive. The poor service is appalling and I had expected a lot more from Emirates. It is mind boggling that the stewardesses could skip an entire section of the plane while serving. It totally ruined my experience on the seven-hour flight. I demand my due compensation from Emirates and an explanation. I am deeply unhappy with this treatment onboard the flight.
From Ms Seraphina Fong
Dubai

Mr Mostafa Karam, Senior Vice President, Customer Affairs, Emirates Airline, responds: Ms Fong wrote in to Emirates directly on March 23 and after investigating the matter, our customer affairs team responded directly to her on April 9. We take pride in our high service standards, and would like to reassure Ms Fong that her feedback has been forwarded to the relevant senior managers in inflight services for their action. We would like to thank Ms Fong for giving us the opportunity to look into the matter.

Disconnected
I had applied for a new Al Shamil internet connection from etisalat on February 20. Till date, my account has not been activated. On numerous occasions, I complained about it to the etisalat call centre, but in vain. I always get a response that it would be activated within 24 hours. Every time I call, the information provided has been misguiding. I have even visited etisalat's Deira branch and was assured of activation within 48 hours. However, my account still remains inactive. I am surprised to see such a delay in internet connection activation. I am suffering heavily due to this. I am on the verge of losing my job. Moreover, I tried to log a complaint through the e-complaint portal, but to my surprise, etisalat is not a participating organisation. Customers do not have any other forum to lodge their complaint. I humbly request the authorities to kindly take necessary action please.
From Mr Shivashree More
Dubai

The management of etisalat replies: etisalat regrets the inconvenience caused to the customer. Kindly note that internet services have been provided to the customer and he is satisfied.

Not so lucky
I got a text message from etisalat on January 28. My mobile number was selected in one of those lucky numbers that can call India for 99 fils per minute. All I had to do was send a specific response to 1010. I did everything as per procedure on the same day and the next morning I got a confirmation message from etisalat stating that my mobile number is registered in that promotion. After that, I trusted etisalat and made calls to India assuming I am being charged 99 fils per minute. However, on February 5, I checked my balance before and after calling India and realised that I was definitely charged more than 99 fils per minute. I immediately complained and got a conformation that this issue will be sorted out within two working days. However, it was not sorted in the next two days and I made two more complaints following that. On February 16, I made a call to India and must have spoken for 25 seconds and my balance reduced by Dh3.70. This means, I am actually paying more than the regular rate, which is Dh1.89 per minute. I was charged around Dh7.50 per minute! I thought I was one of the lucky subscribers. I called 101 once again and came to know that there was no previous complaint lodged under my mobile number. I lodged a new complaint, but the customer care department was unable to provide me with a new complaint reference number. Till date, I was telling my friends that etisalat is the only organisation that shares its profits with their customers and gives better deals and discounts to them.
From Mr Sunil Harwani
UAE

The management of etisalat replies: etisalat regrets the inconvenience caused to the customer. A due refund has been made to the customer and he is satisfied now.

Expatriate Living in Dubai I was really impressed to read a few good points abt the culture and life in Dubai. I should say that Dubai is one of the best places to live in as I was born and bought up here for the past 25 years and I knew the old Dubai and the new Dubai. I have seen a drastic change even from time to time which really impresses me a lot. Thanks to the authorities for the freedom given to us.
Mathew Litty
,UAE
Posted: June 02, 2009, 15:38

I thank God for blessing me with a life in the UAE. I am an Indian, born in Al Ain. I am 27 now. I have spent a good portion of my life here. I wish to be a part of Al Ain for the rest of my life. Some of my office colleagues face the same situation "where shall we go", "what shall we do". Thank you for sharing your burden guys. I am now your partner in this burden. You know what? I was born on the UAE National Day. May God protect this country. With love from Al Ain.
S. M. George
Al Ain,UAE
Posted: June 02, 2009, 15:37

With regards to the topic on residency, I appreciate and admire all of us who admire and would like to be assimilated into the system. However as they say, east or west, home is best. Who will build our countries if we all want to change nationalities and culture? Just my opinion.
A Reader
Dubai,UAE
Posted: June 02, 2009, 15:37

I appreciate the concern shown by Mr Mishaal Al Gergawi towards expatriates ("Who wants to be an Emirati?", Gulf News, May 30). But this issue is rather complicated as giving citizenship to people from other cultures especially will have many untold repercussions. To those who feel alien towards their own culture, and request citizenship on basis of that, why did you forget your own land, beliefs and traditions in the first place? Wherever we live, we should be loyal to our own country and culture. On the other hand, giving more benefits and 10 or 20 years visa to long term residents will be a good idea.
Ms Sajida Kamal
Abu Dhabi,UAE
Posted: June 02, 2009, 15:37

Does the Roads and Transport Authority (RTA) not bother for people who cannot afford to buy an e-bus card? It is very bad. People who just have Dh5 and if they want to travel in case by a specific bus cannot travel, as they are forced to buy e-bus ticket for Dh18. Which not of there use. For two way journey. They donâ??t intend future journey. But still they are forced to buy, if they want to travel. A few days ago, I just wanted to go to city centre from bank street. But I landed up taking taxi, I had planned to catch one bus which goes to city centre, but I was thrown out of buses. As I donâ??t want to buy e-bus ticket card. Bcoz I'm not regular bus traveller. Once in month or fortnight. Dear RTA plz consider the fact that not everyone might have change for Dh18. It's good for those who want to travel daily not like me who travel once in a blue moon.
Ahmad L.
,UAE
Posted: June 02, 2009, 15:34

Sincere thanks to Mr Royston Rodrigues and kudos to Gulf News for having published the photo of a passenger traveling keeping his filthy feet (with shoes on) resting on a neat and tidy bus seat ("Tainted bus transport," Gulf News, May 31). Very happy to note that there is a place to raise such issues through the valuable commercial space of a leading daily. A person with some sense of civic consciousness canâ??t tolerate such deed. From his dress it seems he is an educated man. But what type of education he had raises a million dollar question â?? what for he was educated?
Bose A. Panicker
Dubai,UAE
Posted: June 02, 2009, 15:34

Can collection is a wonderful drive launched by Emirates Environmental Group (EEG) and a special applause to all in EEG for organizing such a great campaign ("Can Collection Drive proves successful," Gulf News, May 30). Congratulations to Ms Habiba (EEG chairperson) and her great team! This drive encouraged children from so many schools in Dubai to put to practice what they were learning in schools (especially taking care of the environment). It was a delightful experience to see children scampering to collect empty cans and competing amongst each other as to who had more cans. From children it moved onto the adults in the family who were thrust with this great responsibility of assisting children in the can collection drive. From a school experience it became a family affair wherein each member of the family was going all around the neighbourhood looking for cans. It was a learning experience for us parents as well as we learnt the importance of the 3R's and how empty cans could be recycled. I do have a sincere suggestion, could this event be held on a monthly or a quarterly basis as this will keep the spirit of recycling alive in our lives and kids will learn how to benefit from the waste...that we litter around. Looking forward to make this great city of Dubai reach altruistic peaks in the world of being eco friendly.
Shalini Menezes
,UAE
Posted: June 02, 2009, 15:34

I congratulate the RTA authorities on the new e-Registration and other online improvements initiated in the recent days which are extremely useful for public. However, regarding the above new initiative, i.e. No Technical checks for light vehicles during first 3 years, I strongly feel there is lot of danger hidden behind this system. As we all know, on an average a car is driven about 5000 kms per month for regular commuters and for Rental vehicles around 10000 kms or above per month. This gives wear and tear to many of the essential parts like clutch plates, drums, alignments, tyres and even engine performance. Normal case this will be more after the first year and hence the standard has been to have regular checks done every year after the first. If this system is changed, car owners and agencies will not comply with quality replacement and will go in for cheaper or temporary means of replacements, whenever a part is worn out as they do not have to undergo strict checks by the RTA for passing. This will lead to many dangerous situations. I request responsible authorities to re-examine this rule and revert to the older situation, which is more helpful to maintain safety on the roads.
Ramesh Menon
Abu Dhabi,UAE
Posted: June 02, 2009, 15:33