[emilyj]

I recently had the most horrific experience with Emirates, which is the THIRD consecutive bad experience I have had with them.

Despite paying an extra $1000AUD to get a 23 hour connection from Sydney to London, to ensure jetlag was minimized and I was back at work in time for a meeting, my flight was delayed and my transit ended up being 37 hours.
I could have booked in Singapore Airlines and paid significantly less and had a 27 hour transit.

In addition to the flight delay. I asked for them to ensure I had a good seat so I could atleast sleep. They consequently moved me FROM a WINDOW seat toward the front, to a MIDDLE seat at the back of a plane. Next to a baby. The worst seat on the plane.

In addition to this is man sitting next to me was smoking on board and playing with a lighter. Which obviously was hugely distressing. Little was done about this despite my complaints.

I requested a Gluten Free meal, the meal I received was not Gluten Free so I was consequently viciously ill.

To make matters worse I tried to complain at the office in Dubai, and was told to email my complaint. Which I have done 7 times now to no response and it has now been over a month.

I am a frequent flyer with Emirates and have spent many $1000’s of dollars flying Emirates over lower cost airlines, and I have had enough. They have not even bothered to acknowledge my email.

Has anyone else experienced this with Emirates, and if so do they have a better contact address to which I can write to?

[jimworcs]

Why do you persist with them? It is a mystery to me why passengers who have received such bad service, continue to use the airline. There are lots of choices...stop encouraging them by giving them your business.

[emilyj]

Because Emirates are the company my employer flies with and we are forced to fly with so I am given no choice as my employer is paying.

[jimworcs]

That perfectly illustrates the distorting effect of frequent flyer programmes. In many cases, employers are paying the bills and individuals reap the rewards of the individual frequent flyer benefits. These customers do not behave like normal customers. They continue to fly even if the price is not the lowest or if the customer service is not up to scratch. This has a highly distorting effect on the market, and changes passenger behaviour. The airlines know this... they do not have to provide good service, or even the lowest prices to attract the passenger. The passenger perceives that they are getting something for nothing by collecting miles and the bills are paid by the company. This is bad for everyone, inhibits competition and acts as a barrier to new entrants to the market. That is why the airlines have these schemes. They are nothing to do with "rewarding customer loyalty".

If only all countries were as sensible as the Norwegians, who have banned their domestic airlines from awarding frequent flyer miles for any internal flights, such is the market distorting effect of them.

[emilyj]

Ok.

I do not think there should be ANY justification for poor security, poor service and ignoring consumer health issues.

It has nothing to do with frequent flyer points.

Also, in terms of your "if only every country could be like Norway" is completely irrelevant as the flights in question are not internal, domestic flights. They are long-hail international flights.

[jimworcs]

Emily,

You appear a bit touchy.... have you been eating Gluten again?

I wasn't suggesting for a minute that there was any justification for poor security, poor customer service etc..... I was simply explaining that frequent flyer programmes distort normal consumer behaviour and this explains why airlines get away with it.

You openly admit that you select more expensive flights, at your companies expense...when you had other cheaper alternatives.

As for the Norwegian example, you repeat information I gave you... I know that this only applies to internal flights, and your flights were international... I was lamenting the fact that it doesn't apply to international flights.. that was my point.

By the way.... if you have a gluten intolerance which you know about and makes you "viciously ill".. you were ridiculously irresponsible to eat the food given to you.