Extremely poor customer service during our travel from San Francisco to Hyderabad on Feb 22, 2014 (we are emirates frequent flyer members travelling with one year old infant). Following was our experience after 5hr flight delay in SFO and 15hr flight delays in Dubai:
1. Single passengers were rebooked and handed boarding passes at the arrival gate while we were asked to go stand in the customer service line for close to 2hrs to get our re-bookings.
2. Refused to help us find accommodation even though we were willing pay for it ourselves. Customer service was willing to help but needed authorization from Travel desk, who flatly refused for procedural/technical reasons that they couldn’t explain.
3. Didn’t provide bassinet facility or assign us a row with extra seat in-spite of multiple requests at the gate and with the air-hostess upon boarding the flight (flight probably had 20-30 vacant seats). They kept telling us to wait for the doors to close before they can help while other passengers freely moved around occupied non-assigned seating to stretch themselves. We ended up flying with our baby in the lap (after 36hrs of journey with no sleep).
I may have flown more than 1/2 a million miles in my professional career and this is by far the worst experience. In summary, my wife and I decided we will stick with a more mature airline such as Singapore Airlines for our future travel !!
