Readers issues raised with du and Air Arabia

Problems with du payment plan

I recently bought an iPhone 5 with the du offer of Easy Payment Plan. I was told by their Customer Representative staff over the phone and their shops that I could buy it from any authorised Du reseller to avail of the Easy Payment Plan option. I bought it and asked my bank to shift it to the offer. Bank refused because they told me I have to buy from the du shop itself, while du told me I can buy from any authorised reseller. After numerous calls and complains, I went to the du outlet in Dubai Mall and lodged a complaint.

After about 10 days one of their staff members called me to apologise and told me that would make up for it, I told them to shift my purchase to the Easy Payment Plan. The guy said he will contact the concerned department and let me know. After that I received two more calls asking me if the case had been solved and I said no.

Recently du charged me something wrong on my bill, when I called to inquire about it, I also asked about my previous complaint. I was told that in their system the case has been closed, as the customer said he is satisfied with everything. That’s really funny and strange because I was never satisfied with it.

So does that mean they are trying to cover up their incompetent acts of service or they just do not care whether their customers are truly satisfied or not? I have had problems with du multiple times, but this time it was the last straw. With the platform you provide, I’m hoping this issue can be resolved. Because if this is the way it is going, they won’t only loose me as a customer but many others.

From Mr Bilal Hussain Farooqi

Dubai

The management of du replies:

We regret the inconvenience caused to Mr Farooqi. As a gesture of goodwill as a valued customer, we have extended the benefit of complimentary 1GB data per month to him for a year.

Credit refund with Air Arabia

I have purchased two tickets for my friend and his wife (Trivandrum-Sharjah-Trivandrum) via online, using my UAE credit card. Due to change in fares, there is a credit balance of Dh683.82, which was not credited back to my credit card account.

To make use of that credit balance I tried to book a ticket for my son who is in India, but Air Arabia informed me that the same passengers, who earlier travelled only can make use of the credit balance for their future travels within a year. Those passengers are working in India and they do not intend to visit UAE again. Air Arabia told me that they cannot help me in such a situation and asked me to make an online complaint, which I did, but there was no respond.

I tried many times to call the customer service number (06-5088858) given by Air Arabia office which no one answered.

From Mr Ganesan Bhagawatheeswara Iyer

Abu Dhabi

The management of Air Arabia replies:

As per the ticket terms and conditions, if any taxes, fees or charges are reduced or abolished after making payment, the customer will be entitled to refund of this amount in form of credit, to be utilised by the same passenger only.

Mr Ganesan has used his credit card for purchasing tickets for his friends; and as per above policy, he couldn’t transfer the remaining credit. Our customer relations team is in touch with Mr Ganesan to see how can they help him in is request.

Mr Ganesan replies:

Customer service of Air Arabia called and informed me that they will allow me or any of my close family members to use the available credit amount for future travel. As he said, it is the maximum they can help, and I am satisfied with this solution.

Editor’s note: If you have unresolved issues, we might be able to help you. Email us at readers@gulfnews.com