This is Riwa Shidiak/ SKYWARD NB: 192315653I needed to place a complaint much earlier, yet I got very busy and had to travel for some work; through another airline unfortunately!I would like to tell you about what I encountered at your well-established organization:
I booked a ticket from Dubai to Beirut before my travel longtime back and I got a confirmation from your staff that it will last for 1 year since I did not knowwhen I might make it to Lebanon. This is was clear and your staff was cooperative honestly.the day I decided to travel, I called your call center and spoke to a guy called Mohammed. He told me he changed the date and it is confirmed and I can go to the airport,paydirectly for the change and take my flight peacefully!on November 29, 2012 , I went to terminal 3 to take my flight ( flight nb EK0953/departure 4:50 PM) at 2:50 PM (on time):)I am really still not familiar with your huge airport, I used to take Marhaba Service. And it was the first time I operate without this service.When I first entered the airport from the departure door, I made sure to ask two hostesses from your crew about what I have to do regarding the payment.both told me that you can pay at the check in counter !!!!!!!!!!! I went there and waited for 45 minutes as the airport was very busy. around 3.45 PM, your supervisor in the yellow area (Mohammed 416643) asked passengers travelling to Beirut to leave the *** and check in directly before check in counter to Beirut closes. I went to the hostess at the counter, she asked me to go payat the ticket counter. I told her what happened to me, she said I cannot do anything, go to the ticket counter in a very bad way!I asked her do I still have time to do this? she assured that yes. I went to the ticket counter running to pay, they made me pay $120 (the guy I called in the call center said $100) :)
I came back at the check in counter to hear from the hostess: sorry we closed!!!I honestly went crazy because I had a business meeting in Beirut! I talked to the supervisor Mohammed, he said he can t do anything again :) and simply book for tomorrow's flight.it was 3.59 PM and it wasn t that late to do a corrective action! I asked for the duty manager, supervisor said he left and nobody is here :)I asked all over the airport to reach the manager s office. who wasn t there! I called him through the officer and ask him to come urgently.He was very cold!! and very rude in assisting me!!! he said sorry I have nothing to do for you (ridiculous)
(It was already 4.25 PM; you can track through your system to know who is the manager; he is Arabic but I can t remember his name)
Nobody did anything:) I ended up travelling the next day flight of 4:50 PM (to Beirut) and losing a deal!Very bad experience with you guys!!! many mistakes at the same day: lost hostesses, overwhelmed supervisor, paying at the ticket counter while the check in counter already closedand an unprofessional manager!!!
By the way, you can also track the mistakes occurred that day. Also in front of me, 3 or 4 people missed their flights to Doha because of a similar mistake!and The next day when I went to the airport, one of the hostesses I met the day before, talked to me telling sorry but yesterday things were messy here :)Well it is not my problem, I appreciate your job but you cannot make customers lose time!
last week, a relative passed away and I had to go directly to the airport to take a flight on the spot.I did not go to terminal 3 and took another airline because I was expecting that with such a service from some of your team I will not be ableto attend the funeral!
-- looking froward for your reply!
Product or Service Mentioned: Emirates Airlines Flight.