Rude and inconsistent customer service over the phone, specifically reps manning the singapore customer base.
Issue 1: inconsistency- We couldbt make our flights last minute due to a death in the family – emirates said we could get a refund, but upon submitting the death cert they retracted the statement as it was not immediate family. After much explaining of what was earlier communicated, they said I can use the ticket credit within the year.
Only later I realized that I will be slapped with a date change fee ($200/pax) twice because I had not reschedule my postponed trip credit immediately, ie during the funeral period.
Issue 2: rude – I never fail to get off the phone angry frustrated and promising myself never to patronize emirates, not just cuz of the unkind trip change policies but cuz there is no respect for customers. i’m careful to be polite in case they slap me with more “hidden” date change fines. Yet the reps are almost always abrupt and short tempered over the phone, they don’t hesitate to say harsh things like “you should have read the terms and conditions that you signed”.
I’ve flown emirates before and enjoy the flight comfort and pricing, but after these 3 instances with their horrible customer service, I will never fly with emirates again and will actively discourage others to do so. Management should consider if outsourcing your front line service staff is a good idea, or improve training or empowerment to your staff.
