<TABLE cellSpacing=0 cellPadding=0 width=510 align=center border=0><TBODY><TR><TD>Got service or not?
Posted on 15 Nov, 2008 10:50
</TD></TR></TBODY></TABLE><TABLE cellSpacing=0 cellPadding=0 width=530 align=center border=0><TBODY><TR><TD>Arabs get VIP treatment on Emirates, not Asians
While an Arab in front of a STOMPer was allowed to check in four pieces of luggage without having to pay extra, her mother was not even allowed to check in a second piece of luggage without any penalties, and she wonders why there is differential treatment.
Gillian was upset at the way the matter was handled, and emailed the airline with her feedback and copied STOMP.
In her email, she recounted:
"On 13th November, I arrived at Singapore Terminal One at 2230hrs and proceed to check in on behalf of my mum. When checking in at Emirates counter, Row 2, I was treated with absolute hostility that went beyond rudeness by your counter staff.
"What happened was my mum’s two luggage had exceeded by few kilograms. Due to her age and health condition, we are worried that she might be unable to accept Dubai’s cuisine. Therefore she bought along some local food to Dubai as she was going to stay for about a month, which explains why her luggage exceeded the limit.
"The main reason why I chose 13th Nov, 00:55 Emirates Airlines flight for my mum was because I understand that this flight (EK 353) is almost an empty air carrier without many passengers boarding. Therefore I was expecting your counter staff to accept the two pieces of luggage for check in.
"However to my surprise he told me only one piece of luggage could be accepted for check in. My mum had to hand- carry the other smaller luggage.
"I became disappointed and tried pleading with your staff to accept the smaller luggage since my mum is flying alone and she is not physically fit as well.
"He said no means no. Since he can’t make any decision and had no authorisation to accept such a simple small request from passenger, I requested to speak to the supervisor (a fair-haired woman in her 40s) and so happened that all along she was just standing at the next counter.
"She saw what was happening but did not bother to do anything at all. When the first counter staff asked her whether the t the smaller piece of luggage could be checked in, she said no and don’t even bother to look at me or explain anything to me.
"Unfortunately I didn’t get the chance to see the supervisor’s name tag.
"I told the first staff I was extremely unhappy with his service and will file a complaint against him. He looked at me and told me “go ahead” and even spelt out his full name for me.
"What kind of customer service and attitude do Emirates staffs have?
"Now my question is how come the passenger before me (an Arabian) was able to check in four pieces of big luggage and not for my mum?
"Is it due to us being Chinese and he is an Arab? Therefore he is being treated differently? Nevertheless one thing that I am very certain is that this Arab is also flying economy class.
"Since both staff were unable to handle such a small request from a simple passenger like me, I decided to see the manager and I myself even have to walk all the way to the very first front desk counter to look for him.
"I shared with him what had happened and explained to him why I need to check in the smaller luggage. To my surprise, he just gave me a straight answer, NO! I was taken aback by the whole experience I had with Emirates Airlines. After making a scene at the check in counter area, none of the Emirates’ staff took any initiative or bothered to do anything. Where are the sense of responsibility and sympathy from the staffs and management?
"They simply don't care about customer satisfaction at all and made no apologies. I promise I will never fly with Emirates Airlines again. And I will definitely share the bad experience I faced with Emirates Airlines with everybody.
"My issues are these:
- poor counter service from Emirates Airlines - Lack of flexibility, rude and no sympathy at all
- another passenger (an Arabian) before me with the same issue was treated differently
- total disregard for my concern about my luggage
"To end, Emirates Airlines must learn what is customer service standard from Singapore Airlines (SQ can even accept 40kg luggage per person when we last flew). Remove the staff with poor serive. Refresh service basics to all counter staffs.
"Lastly, all Emirates Airlines higher management must emphasise to all its subordinates the importance of customer service in travel industry, in order to compete with its competitors. Base on the current situation of the economy, all the more service staffs must have tip top excellent customer service in order to avoid being retrenched as well."
STOMP is contacting the airline for comment.
</TD></TR></TBODY></TABLE>
Posted on 15 Nov, 2008 10:50
</TD></TR></TBODY></TABLE><TABLE cellSpacing=0 cellPadding=0 width=530 align=center border=0><TBODY><TR><TD>Arabs get VIP treatment on Emirates, not Asians
PHOTO ILLUSTRATION
While an Arab in front of a STOMPer was allowed to check in four pieces of luggage without having to pay extra, her mother was not even allowed to check in a second piece of luggage without any penalties, and she wonders why there is differential treatment.
Gillian was upset at the way the matter was handled, and emailed the airline with her feedback and copied STOMP.
In her email, she recounted:
"On 13th November, I arrived at Singapore Terminal One at 2230hrs and proceed to check in on behalf of my mum. When checking in at Emirates counter, Row 2, I was treated with absolute hostility that went beyond rudeness by your counter staff.
"What happened was my mum’s two luggage had exceeded by few kilograms. Due to her age and health condition, we are worried that she might be unable to accept Dubai’s cuisine. Therefore she bought along some local food to Dubai as she was going to stay for about a month, which explains why her luggage exceeded the limit.
"The main reason why I chose 13th Nov, 00:55 Emirates Airlines flight for my mum was because I understand that this flight (EK 353) is almost an empty air carrier without many passengers boarding. Therefore I was expecting your counter staff to accept the two pieces of luggage for check in.
"However to my surprise he told me only one piece of luggage could be accepted for check in. My mum had to hand- carry the other smaller luggage.
"I became disappointed and tried pleading with your staff to accept the smaller luggage since my mum is flying alone and she is not physically fit as well.
"He said no means no. Since he can’t make any decision and had no authorisation to accept such a simple small request from passenger, I requested to speak to the supervisor (a fair-haired woman in her 40s) and so happened that all along she was just standing at the next counter.
"She saw what was happening but did not bother to do anything at all. When the first counter staff asked her whether the t the smaller piece of luggage could be checked in, she said no and don’t even bother to look at me or explain anything to me.
"Unfortunately I didn’t get the chance to see the supervisor’s name tag.
"I told the first staff I was extremely unhappy with his service and will file a complaint against him. He looked at me and told me “go ahead” and even spelt out his full name for me.
"What kind of customer service and attitude do Emirates staffs have?
"Now my question is how come the passenger before me (an Arabian) was able to check in four pieces of big luggage and not for my mum?
"Is it due to us being Chinese and he is an Arab? Therefore he is being treated differently? Nevertheless one thing that I am very certain is that this Arab is also flying economy class.
"Since both staff were unable to handle such a small request from a simple passenger like me, I decided to see the manager and I myself even have to walk all the way to the very first front desk counter to look for him.
"I shared with him what had happened and explained to him why I need to check in the smaller luggage. To my surprise, he just gave me a straight answer, NO! I was taken aback by the whole experience I had with Emirates Airlines. After making a scene at the check in counter area, none of the Emirates’ staff took any initiative or bothered to do anything. Where are the sense of responsibility and sympathy from the staffs and management?
"They simply don't care about customer satisfaction at all and made no apologies. I promise I will never fly with Emirates Airlines again. And I will definitely share the bad experience I faced with Emirates Airlines with everybody.
"My issues are these:
- poor counter service from Emirates Airlines - Lack of flexibility, rude and no sympathy at all
- another passenger (an Arabian) before me with the same issue was treated differently
- total disregard for my concern about my luggage
"To end, Emirates Airlines must learn what is customer service standard from Singapore Airlines (SQ can even accept 40kg luggage per person when we last flew). Remove the staff with poor serive. Refresh service basics to all counter staffs.
"Lastly, all Emirates Airlines higher management must emphasise to all its subordinates the importance of customer service in travel industry, in order to compete with its competitors. Base on the current situation of the economy, all the more service staffs must have tip top excellent customer service in order to avoid being retrenched as well."
STOMP is contacting the airline for comment.
</TD></TR></TBODY></TABLE>
