Emirates

With reference to your case number [redacted] , please find our response below to [redacted] dated on [redacted] November Our file reference [redacted] Thank you, [redacted] [redacted] [redacted] ** [redacted] *** Our Ref No: NYC/X/SW/211114/ November Dear [redacted] ***, We are in receipt of your complaint that you filed with the Revdex.com number [redacted] regarding your tickets [redacted] -refund penaltiesWe have investigated the matter and allow me to respond Our record indicates you made your booking online on September When making a booking online and once you have selected your flights, under the Review Itinerary tab there is a note which states "Please check your trip details below and click Book this Itinerary to review ticketing options The terms and conditions of a ticket are given to you online before you are prompted to purchase the ticketOnce your flight itinerary was confirmed and purchased, any changes to this itinerary are subject to the appropriate fees and penalties as per the terms and conditions of that ticket As per United State of America Department of Transportation (DOT) regulations for passenger protection, Passengers have hours from the date of purchase to receive a full refund without any charges According to your booking reference [redacted] that was made on September 2014, you contacted our Call Centre on 02October advising the fare went down and you needed a refund of the difference Your request was deniedOn October, you asked for full refund due to you also have booking reference F4TZBwith your travel agent with tickets 1767552500948-which was voided later onThe request was also deniedOn the November, you called to cancel the booking and were advised there is USD refund fee per ticket and there is no waiver for medical ground [redacted] ***, when you contacted the refund department, they emailed you asking you for documents pertaining your request for refund waiverThat was not a promise, that is only to review your request And you received an email advising you the same as above Thank you for taking the time to write to us, your understanding and allowing us to comment Yours sincerely, Salwa Gasser Customer Affairs Officer | Customer Affairs & Service Audit - NA East Street, Floor | New York, N.Y

At this time, I have been contacted directly by Emirates regarding complaint ID [redacted] , however my complaint has NOT been resolved because: they have not responded back on my last email which refers to the compensation for the loss that I have faced Thanks [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

At this time, I have been contacted directly by Emirates regarding complaint ID [redacted] , however my complaint has NOT been resolved because: There email to me: [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] My Reply to them: ***,Your argument in your favor is unacceptable to meYour web site gave the cheaper price andyour travel agent said the same only to switch it at the last minuteIt soundslike a bait and switch schemeThere was loads of seats left and it was notpeak season so your argument falls flatIt feels like you took advantage of asenior citizenSo no closure yet In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

At this time, I have been contacted directly by Emirates regarding complaint ID [redacted] , however my complaint has NOT been resolved because: [Your Answer Here] They still cannot find my lost luggage, but say my case is under secondary investigation and no comments can be made till this phase is completed and my case is handed over to tge claims departmentMy calls are not being answered anymore, neither is any Emirates staff saying anything more than your case is under review In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Thank you Emirates for copying and pasting a generic email that everyone receivesThat shows how much you truly careThank you so much for offering to send this over to your [redacted] who will do the exact same thing that has already been doneI believe that if we had purchased business or first class tickets we would have made our flight.Everyone I had spoken with who worked for Emirates stated they normally hold the flightsTo say it was out of your control is mind boggling since Emirates is the only company we were dealing withDubai is their main hub and they are part of the UAE who owns and operates the airlineIf there was any airline at any location that could have held a flight it would have been Emirates at Dubai International airport.Furthermore for a flight path that is statistically late something should have been done long before thisHow can you call yourself a professional airline and not adjust either the scheduling or prepare according for a flight route that is late the majority of the time it fliesOut of the four flights we took round trip to NYC and round trip to Male, Maldives were latesubstantially lateWhat kind of record is that? You know what's hysterical? The best piece of customer service this company provided was "You should buy travel insurance." I'm glad we did but what kind of price can you put on missing the first night of a honeymoon? Emirates feels it is a night in an under construction hotel they own and a buffet dinner, followed by a relaxing wait on a security line at AM after sleeping while the sun is outThere's nothing like spending a portion of your vacation exhausted waiting for people to check in 100, various scents of non-showered individuals commingling in the line after being stuck in a Muslim country on September [redacted] being treated like a piece of dog crap stuck to a shoe that they can't wait to brush offThanks for the memories Emirates we will never forget the special treatment In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: At this time, I have not been contacted by Emirates regarding complaint ID [redacted] Sincerely, [redacted]

At this time, I have been contacted directly by Emirates regarding complaint ID [redacted] , however my complaint has NOT been resolved because: [Your Answer Here]I received an email from Emirates Customer Affairs and they are contacting their colleagues to find out the latest update on my lost baggageI hope they will let me know in next few days In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

At this time, I have been contacted directly by Emirates regarding complaint ID [redacted] , however my complaint has NOT been resolved because: [redacted] (name of representative) has not followed up as she said she would [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: Complaint ID [redacted] Due to second major earthquake in Nepal on May **, 2015, the tickets will be fully refunded Sincerely, [redacted]

My apologies for the delayWe have already responded to ** *** concerns and offered him compensationHe willingly accepted compensation and should have received him ACH wire transfer for the same by today ** AprilShould you need any additional assistance, please do not hesitate to contact me at the e-mail address above Brgds, *** ***

Revdex.com:At this time, I have not been contacted by Emirates regarding complaint ID ***.Sincerely,*** ***

Revdex.com:
At this time, I have not been contacted by Emirates regarding complaint ID ***
Hi Revdex.com,
I have not been contacted by Emirates in any kind of way in the past daysThey choose not to reply to meI literally have my PScontrollers just lying
in my house without the PSconsole and the gamesI just don't understand how they don't believe me even after I provided them with proof that I was carrying it with me on my flightIt isn't my fault that they cannot control their staff, on the other hand I am surprised these are the kind of ethics they teach their employees, TO STEAL and not to reply to their loyal customers
Thank you!
***
Sincerely,
*** ***

Revdex.com:
At this time, I have not been contacted by Emirates regarding complaint ID ***
Sincerely,
*** ***

Our Ref No: *** December Dear ** ***, We are in receipt of your second complaint that you filed with the Revdex.com number *** regarding your tickets*** refund penaltiesI am sorry to learn that you are disappointed with our response. We do believe that we have treated this matter with due care and that we have conscientiously investigated the incident you described and responded to you in a concerned and professional manner according to the fare ruleAs I previously explained that the letter you have received from Central Refund was asking you to provided further documentation for review such as death certificate or serious illness of the passenger or close family member, and they advised you that they will respond as quickly as possible after looking into the circumstances and the fare rulesOnce again that was not a promise; it is only to review your request, and you have received their answerPrior to that, when you purchased your ticket online, you had the opportunity reading the fare rules. Also, you were advised in several occasions when you called our call center, asking for refund waiver, that there was no waiver under medical groundMuch to my regret, after a review of your file, I must advise that no new information has come to light to warrant a change in our original assessment. May I kindly suggest looking into the possibility of coverage under your travel insurance policy? I realize this is not the response you anticipated and appreciate the opportunity to comment furtherSincerely, *** *** *** *** *** *** * *** *** * ** ** *** ** *** *** *** *** *** ***

We appreciate your bringing this matter to our attention. In accordance with company policy and data protection laws, we have corresponded directly with the passenger. Please know that we have responded to [redacted] on ** DEC 2015, and follow up response today ** April 2016.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Yes, I contacted the Emirates after a week of booking ticket as prices went down asking to inquire about price adjustment, they said they don't do price adjustments if ticket prices go down. Then I kept my ticket like that. However because of health reasons as my doctor advised not to travel without getting treatment, I contacted Emirates again explaining the situation, completed the online cancellation form and sent necessary documentation. If they say that I am not qualified for waiver of penalty because of health reasons, then I shouldn't have received an email from Emirates asking for health documents. As I received a written communication from them in the form of an email asking for health documents/doctor notes, as I sent them the necessary documents, they MUST waive my cancellation penalty. If they are not willing to waive the cancellation fee as per their own policy / honor their written communication, I feel that they are giving misleading information to the customers like me. Please help me to get the full refund back. 
 In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have already responded to the passenger on ** October at the e-mail address on file: [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]...

[redacted]
[redacted] Dear [redacted]:
[redacted] ** SEPTEMBER 2015 We are in receipt of your correspondence regarding your most recent journey on Emirates. I regret to learn that upon your arrival into Dubai, your baggage failed to arrive with you. As previously mentioned, your claim is governed by an International Treaty known as the Montreal Convention 1999, which has been ratified by the country where you began and ended your journey. The Montreal Convention is exclusive which means that it provides the only remedy available in these circumstances. In accordance with the Montreal Convention, the airline's liability is limited to a maximum of 1131SDRs (Special Drawing Rights). The limit is a maximum limit and is subject to proof of loss. In accordance with our operating policy, Emirates provides Interim Relief to those passengers whose baggage has been delayed during the course of their travels. Emirates provides payment of USD50.00 per day, to a maximum of three (3) days for passengers travelling in Economy class. We are, therefore, pleased to offer you the sum of USD150.00. Please sign the attached claim settlement forms and return with a copy of your photo identification. Upon receipt, we will process payment on your behalf. Should you have additional expenses exceeding this amount, please provide us with documentation for further consideration. Thank you for allowing us to respond and we look forward to hearing from you. Sincerely,

Dear Revdex.com,With reference to your case number [redacted], we are in touch with [redacted].Emirates Reference : [redacted]  Please let me know if you require any further information.Sincerely,  [redacted] 
 [redacted]...

[redacted] **
 [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Thank you Emirates for copying and pasting a generic email that everyone receives. That shows how much you truly care. Thank you so much for offering to send this over to your [redacted] who will do the exact same thing that has already been done. I believe that if we had purchased business or first class tickets we would have made our flight.Everyone I had spoken with who worked for Emirates stated they normally hold the flights. To say it was out of your control is mind boggling since Emirates is the only company we were dealing with. Dubai is their main hub and they are part of the UAE who owns and operates the airline. If there was any airline at any location that could have held a flight it would have been Emirates at Dubai International airport.Furthermore for a flight path that is statistically late something should have been done long before this. How can you call yourself a professional airline and not adjust either the scheduling or prepare according for a flight route that is late the majority of the time it flies. Out of the four flights we took 1 round trip to NYC and 1 round trip to Male, Maldives 3 were late. 2 substantially late. What kind of record is that?  You know what's hysterical? The best piece of customer service this company provided was "You should buy travel insurance." I'm glad we did but what kind of price can you put on missing the first night of a honeymoon? Emirates feels it is a night in an under construction hotel they own and a buffet dinner, followed by a relaxing wait on a security line at 2 AM after sleeping while the sun is out. There's nothing like spending a portion of your vacation exhausted waiting for 5 people to check in 100, various scents of non-showered individuals commingling in the line after being stuck in a Muslim country on September [redacted] being treated like a piece of dog crap stuck to a shoe that they can't wait to brush off. Thanks for the memories Emirates we will never forget the special treatment.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

At this time, I have been contacted directly by Emirates regarding complaint ID [redacted], however my complaint has NOT been resolved because:
 I had followed up again with Emirates and the travel agent. Emirates allowed to re-book the tickets for Sunday Jan **, 2017 without any penalty fees but with the ongoing fare rates. I re-did the booking and paid additional $160 for this booking. I wanted them to pay me $150 for all this schedule mess but they haven't responded to that yet.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]