Emirates

With reference to your case number [redacted], please find our response below to [redacted] dated on ** November 2014. Our file reference [redacted]
Thank you,
  [redacted] **
 [redacted]...

[redacted] 
 
 
Our Ref No: NYC/X/SW/211114/6981780
21 November 2014
Dear [redacted],
We are in receipt of your complaint that you filed with the Revdex.com number [redacted] regarding your tickets[redacted]-53 refund penalties. We have investigated the matter and allow me to respond.
Our record indicates you made your booking online on 24 September 2014.  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 ticket. Once 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 24 hours from the date of purchase to receive a full refund without any charges. 
According to your booking reference [redacted] that was made on 24 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 denied. On 23 October, you asked for full refund due to you also have booking reference F4TZB2 with your travel agent with tickets 1767552500948-49 which was voided later on. The request was also denied. On the 14 November, you called to cancel the booking and were advised there is USD 200 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 waiver. That 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
 55 East 59 Street, Floor 5 | New York, N.Y. 10022

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: [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]

Bellow please find our response to the customers concerns.
Our Ref No: [redacted]
** October 2014
Dear **...

[redacted],
I refer to your email message of * October.
It is regrettable that you have felt the need to contact us again regarding your disappointment.
By explaining and clarifying our position, we do not wish for you to have negative feelings towards Emirates. Therefore, I have taken this opportunity to review your concerns.
I wish to reiterate our apologies for the 1 hour and 21 minutes delay to flight [redacted] from New York due to a request from New York Airport Authorities.
It is disheartening to learn of how unhappy you were with the overall handling of the situation by members of our ground staff. We expect our staff members to always interact with passengers in a friendly and professional manner, which you, as our customer, have every right to expect. 
Please be assured that your comments regarding the handling of this delay have been forwarded to the [redacted] concerned for his review and internal action.
[redacted], the disruption to your travel plans is truly regrettable; however, as explained previously, the circumstances were beyond the control of Emirates. 
May I assure you that we have thoroughly reviewed the matter after receiving detailed reports and whilst we understand your disappointment and concerns, we are unable to offer any form of gesture of goodwill.
Once again, I am sorry if we have been unable to bring this matter to a totally amicable conclusion on this occasion. Thank you for allowing me the opportunity to provide you with Emirates' final position. 
As your letter raises no new issues we must now consider this matter closed
Yours sincerely,
[redacted]
Our Ref No[redacted]
Dear [redacted],
Please accept our sincere apologies for the inconvenience you experienced due to the delay to the departure of flight [redacted] on [redacted] September.
Although every effort is made to achieve on-time departures, which is an integral part of our product, there are occasions when flights are delayed due to circumstances beyond our control. Flights are only operated when it is safe to do so. Emirates will never compromise on the safety of our passengers and crew.
I do agree that our passengers are inconvenienced when flights are delayed. Whilst we make every effort to transport passengers according to planned schedules, sometimes operational necessities/technical difficulties cause changes to these schedules. When this happens, we do our utmost to minimize passenger inconvenience.
Our Conditions of Carriage also state that the carrier undertakes its best efforts to carry passengers with reasonable dispatch. Times shown in the timetable are not guaranteed. The carrier may alter stopping places, and schedules are subject to change without notice. 
In reference to the baggage irregularity you mention kindly be advised that the delay delivery to your hotel room was not caused by Emirates therefore we cannot be held liable for this delay. 
Your understanding in our position is appreciated and we thank you for allowing us the opportunity to comment regarding this matter.
Sincerely,
[redacted] 
[redacted] **
[redacted]

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]

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:

 Here is the email from...

them and my Response.[redacted]
*
[redacted]
*
[redacted]Dear [redacted],We have received correspondence from The Revdex.com on your behalf regarding your tickets purchased through your travel agency for travel on Emirates from Dallas to Bangalore and return via Dubai.We regret to learn of the circumstances that made it necessary for you to change your ticket, and not travel as you originally planned. The fare that you purchased has fees that apply whenever a date change or cancellation is made, and that includes if the change is due to illness or hospitalization.  While we certainly recognize that the unforeseen can happen, as it did in this instance, we must adhere to the terms and conditions of the purchased airfare.Although I regret you were not made aware of the fees in advance, the charges are non-refundable.   If you purchased travel insurance, may we suggest that you contact your insurer to recover any costs associated with the cancellation.Once again, thank you for writing and allowing us the opportunity to respond.  We value your support and look forward to welcoming you again onboard Emirates flights in the future.Sincerely,[redacted] **
[redacted] * [redacted] 
 
 
Was never made aware of this.Was not even offered Travel Insurance.And a Charge of almost 33.33%? that is obscene.Paid $3000 (Approx round off) for 3 tickets and got a Refund of $2000 (Approx Round off)Bottom line is it is your Brand Name. I would have a hard time recommending you again ever.If I had gone with My DOmestic Carrier Like AA I would have gotten a full refund or at minimim a credit to be used later for the entire amount.It is you company . You make the rules . But As consumers we are screwed by all these Hidden rules that seem to be deviation from the Norm.CheersSS
Sincerely,
[redacted]

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

Emirates is very very unprofessional and care NOTHING for the customers. They claimed that they already processed the refund while the fact is, they processed a return and then they debited it the next day, the system is very clever but too bad, we can easily check our bank transactions. I already sent them info about how badly they tried to cheat me, and their response is: in their system, my refund has been marked as processed. Lies to the max. Please Revdex.com make them show some business character and professionalism and process my refund correctly. 
 
 
 
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]
 
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 department. My 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]

We have responded to the customer directly regarding his inquiry / concerns

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

[Your Answer Here]
 I am not happy with their response. Though, I sent the medical document/doctor note stating my health condition, as Emirates requested once I cancelled the ticket, they still are giving reasons not to pay my full money back. They are coming up with some excuses to NOT to PAY the cancellation fee back to me. Even though I contacted Emirates few times regarding this ticket, I didn't cancel the ticket because I thought I could travel. But as my Knee injury/pain was getting worse day by day my doctor informed me not to travel till I get treated and my treatment was scheduled the same week that I was scheduled to travel. Then I cancelled the ticket with medical condition waiver and sent the doctor note. Even then Emirates didn't honor their cancellation fee wavier policy in the way they explained online and in the email I received.Their customer service reps and online policy stated that the cancellation fee can be waived under death or severe health conditions. As the flight journey is over 12hrs, with my knee injury/pain I shouldn't travel as per my Doctor, so I had to cancel my ticket.Can you please escalate this issue and resolve the case with either of below ways:1. Waive the cancellation fee and refund the amount of $400 back to my credit card or 2. Give the same amount in the form of travel voucher for my future travels, so I can use that credit in my next international trip on Emirates.Thank you,[redacted]
  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] [redacted]

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

Dear Revdex.com,With reference to your case number [redacted], we have responded to [redacted] on ** September 2015.Emirates Reference [redacted].  Please let me know if you require any further information.Sincerely,  Salwa G[redacted]...

[redacted] [redacted] ** [redacted] [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]...

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My Reply to them: [redacted],Your argument in your favor is unacceptable to me. Your web site gave the cheaper price andyour travel agent said the same only to switch it at the last minute. It soundslike a bait and switch scheme. There was loads of seats left and it was notpeak season so your argument falls flat. It feels like you took advantage of asenior citizen. So no closure yet. 
 
 
 
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 11766426.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 baggage. I 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]

We are in receipt of your complaint that you filed with the Revdex.com number [redacted] regarding exchange ticket [redacted] to a different passenger. We have investigated the matter and allow me to respond.   A review of the history of your reservation shows that you made...

your booking directly online at Emirates.com. After the flight selection and booking confirmation process online, you are prompted, under the Review Itinerary tab, with a note stating "Please check your trip details below and click Book this Itinerary to review ticketing options.   When you purchased the ticket online, you were provided with the fare rules pertaining to date changes or cancellations etc.  Thus, any changes to this itinerary are subject to the terms and conditions of the ticket.   According to the terms and conditions of the above ticket, this ticket is non-refundable and nontransferable as you were advised in several occasions by our reservation department.   Regrettably, based on the above information, Emirates is not in a position to comply with your request for ticket transfer, a waiver or refund.  It is suggested that passengers purchase travel insurance to offset incurred fees in the event of any unforeseen travel irregularities or changes such as you experienced first-hand. May we kindly suggest you looking into the possibility of coverage under any insurance policy you may hold.   Thank you for your patronage in flying Emirates, for your patience during this process, and for allowing us to comment.   Yours sincerely,     [redacted] Customer Affairs **