EK404, EK003
Having flown Emirates long haul for 6 years now, it’s very disappointing to see in the past couple of years their service has declined considerably. The website has never worked correctly to allow any modifications or upgrades to bookings, and the resulting service from their Customer Contact Centre has been less than welcoming, with their inability to price match the website, despite the website malfunction preventing you from using it. Service on the phone takes considerable time, with less than polite agents on the other end.
Service at check-in has been varied, with a recent experience of our seat allocation having been changed at the last minute to very poor seats (middle section right at the back of the plane), despite better seats having been allocated well in advance. Understandably this may need to occur once in a while however there was no apology, empathy or care whatsoever from the staff with rude and abrupt sentences instead.
Service in flight has become some of the worst in flight service I have seen of recent, with staff not attending calls from passengers, with it not unusual to go hours with someone pressing the call button repeatedly and continually being ignored. There have been several times I would find an attendant to assist, just to have them ‘forget’ me and requiring to be repeatedly reminded. If you are lucky enough to receive the hot towels at the start of the flight, as often this is left out (seemingly like they are too rushed to worry about it), they will often not get collected. They are typically on time, but the in flight facilities vary considerably across the fleet, and the service is not standardised, for example the quality of the on-board facilities varies considerably between planes, and most commonly the headsets require to be changed 2 or 3 times in one long haul journey. Feedback and complaints from several fellow travelers to Emirates, and including myself, have all fallen on deaf ears with no response from Emirates to feedback via their website, and no ability to follow up or give feedback by any other means. Would you want to fly with someone who’s solution to complaints and feedback is to sweep it under the carpet and it will go away? I suspect they have fallen into adopting the “too large to care” enterprise model.
It is such a shame an airline with such a large useful flight network, and great potential let themselves get to this point of poor quality service over the years.
Regards,
Ex-frequent flyer of Emirates.
