Emirates

Regrettably, our own confirmed seats were among those canceled by Emirates Airlines due to the aforementioned system malfunction. Consequently, we find ourselves in a stranded situation, with Emirates now requesting us to pay the full ticket price once again if we wish to secure new confirmed seats. Allow me to provide further context. Initially, we purchased return tickets and carefully selected our desired seats, feeling assured that our travel plans were well-organized and secure. A few days later, while exploring options for a potential business upgrade, I innocently clicked on the upgrade button within the app but did not proceed any further and exited the application.

To our dismay, upon checking our selected seats after a few days, we discovered that our chosen seats had mysteriously disappeared. We contacted the Emirates USA office to inquire about our seats and make seat selections. To our surprise, we were informed that our seats had been upgraded to business class, and seat selection would only be possible 48 hours before the flight.

Following this information, we proceeded with our departure flight to Pakistan. During our time there, I became curious about how our seats had been upgraded. Upon reviewing our itinerary, everything appeared to be in order, and all return flights were confirmed. However, when I reached out to customer service for clarification, I was informed that our seats had been canceled due to my previous click on the upgrade option. To secure new confirmed seats, they demanded a payment of $8,000 for economy class or $20,000 for business class.

I expressed my frustration, questioning how they could cancel our seats without our consent or any form of notification. The customer service representative simply stated that this was the procedure: if you click on the upgrade option but do not proceed with payment, your seats are automatically canceled. They further explained that since I had not made the payment, the business class seats were not reserved. I argued that by not making the payment, it should be understood that I did not wish to proceed with the upgrade. I found it unacceptable that they canceled our flight without any warning, consent, or notification, and yet they continued to insist on the $8,000 payment.

Subsequently, Emirates placed us on a waitlist and instructed us to check the flight status daily through their app. I had to continually contact them to determine whether our seats had been confirmed or not. It is truly disheartening to witness the greed displayed by Emirates in this situation. Despite the fact that the mistake was entirely theirs, they have shifted the blame and financial burden onto us.

In light of these circumstances, we have made the decision to book a flight with Qatar Airways instead, at a cost of only $8,000. Emirates, on the other hand, insisted on an additional $8,000 payment for our fully paid tickets, despite the fact that the cancellation was due to a glitch in their own system. Not only did they fail to offer us an apology, but they also had the audacity to demand more money from us. This behavior reflects poorly on Emirates, and they should be ashamed of themselves. Emirates has given no authority to customer service whether it's chat or on call. And there is no way you can contact someone with authority in Emirates

We went back to the airport on June 19, however, The supervisor at the check in desk refuse to let us board despite my son having medical clearance. The team supervisor was so incompassionate and didn't care that we have spent money and put a lot into travel only to be turned back with no remorse. I would not recommend anyone to travel via Emirates, especially if they are disabled with a medical condition. I wrote a complaint but they responded with much so much inaccuracies. I tried to respond to the link they provided but their system doesn't allow it.

Also mentioned SEVERAL times that this trip is part of my Wedding and Honeymoon, I will also have a long Wedding Dress that will be onboard and needs to be hung in a closet (Can't be in overhead lockers). I asked the representative on how I could achieve a cost effective upgrade to business class and was simply advised to try my chances upon check in at the airport. He also suggested that by paying for my flights with cash and miles that I will save monies on the flight. Then proceeded to confirm that he made an internal request for upgrade and while that couldn't guarantee me an upgrade, will help my chances.

Few days later, I was looking at the Emirates website (still not working for return flights) but then playing with the settings on a one way flight basis. It was in this way that I identified that if I had actually paid for my economy flights using just cash, that I had enough points to upgrade both myself and partner to Business Class flights for the full return from Rome to Melbourne.

I called the Emirates booking line again, and after long wait times and being on the phone for over 1 hour 15 minutes, the representative (Diago **) said that I would have to pay $1,000 to cancel the flights if I wanted to rebook and use the miles for my Business Class upgrade! I asked to speak to the manager given these special circumstances and not being offered this option upon booking, but was denied the courtesy to speak with the manager. I asked countless times for simply to talk to the manager, and Diago consistently refused without understanding my situation and often talked over me.

I'm submitting this complaint as I should have been advised this option to utilise my points for Business Class upgrades when looking to book my flights - As the website was down (still down/doesn't show options) and I had no other way to tell and even asked multiple times the representative "How can I get my upgrade? What can I do to increase my chances? Is there anything else I can do?" and not ONCE was this mentioned. Should I have known this on booking day, that I can pay my flights with cash and use my points for upgrade that's exactly what I would have done! As such, I am requesting that my flights be updated to reflect as such that I wanted on Day 1.

After such back and forth, a supervisor called me back the next day. The supervisor also agreed and acknowledged that the representative did not provide all the options at the time of booking and without a viable working Emirates website, how am I to know the options to make an informed decision? I could only act on the information provided - which the supervisor did advise lacked all the options. The supervisor also agreed and acknowledged that I mentioned the website was not working at the time I called in to book. Supervisor told me to email him all my screenshots of the Emirates glitch and issue - which I did that day & got no reply. Supervisor also told me to lodge a formal complaint via Emirates - which I also did that day and also got no reply.

Simply wanting to refund my flights in full, simply so that I can REBOOK both of my legs to be flexi fares and have my points returned - I am being asked for the $1,000 cancellation fee. A fee that I am being incurred because an Emirates representative was not able to provide all of the information upfront? A fee that is your internal fee, and I am rebooking with you on the same call. A fee that I am told could have been waived in the first 48 hours but because I called on the 3rd day, is it no longer viable? BY THE WAY, I only found out after 2 weeks of chasing that it could have been refundable prior - the second representative also did not advise of this. This is how they reward loyalty. EMIRATES DON'T CARE.