Expert: Roberto Gomes - 10/22/2008

Question
Hi Gomes,

In middle of your busy matrix on US election i would request advice and serious review on the my request.

Situation:

I booked a return ticket with Emirates  around Dec 2007 from UK to India, where my baby was 1 year 6 months. we used the ticket for outbound travel during Jan2008 and we had the inbound ticket open which can be used until Nov 2008.

Note - I am also emirates frequent flyer for last 3.5 years and Emirates Skyward loyality member for last 2 years and my family members are skyward members

Bakground of the issue Situation

- I contacted UK emirates office during Sept 2008 to reschedule my return booking including the break up and i made aware of them on the infant ticket i am holding booked in Dec'07 and my Infant is crossed 2 years which is not a problem as it was booked as a return ticket.

- They agreed for rebooking(including a break up of 2 days @ dubai) and also they  stated i need to pay additonal charge for the rebooking and break up journey.( which was in total GBP 26)



Issue:

- When i checked into the airport at Emirates desk at 2pm (flight was at 5pm) i was shocked by the ticketing staff saying you  have to pay if you want to travel now with your kid.

- I explained in detail about the ticket was bought  10 months before and also my interacion with emirate ticket office for re-booking and re-issue of the tickets

- she asked me to contact the Emirates ticket office which is 20 meters away from the desk , so i have to leave my family (wife, daughter -7 yrs old and my kid - 2yrs old and 6 months.) along with our luggage in front of the Ticket desk

- The emirates ticket desk doesnt listened to me when i tried to explain the situation, what ever they told me is
  * if you want to travel you need to pay for the Kid thats our rule
  * Also we cant gaurntee the ticket and seat for your Kid
  *Probably your kid or yourself need to take the next flight

  * i tried explaining the situation but no listining

  * As no way i have to agree to pay £236 GBP for my Kid to travel from London heathrow to Chennai

- i was shuttling between chek-in desk and emirates desk for 2 hrs

- Mean while my family were stanidng for the whole 2 hrs 10 minutes, completely drained, shocked and my little boy was nearly fainted as he was crying conitusily and my wife and me are helpless

- My  FAMILY Were TOTALLY EMBRASSED including the  young ones

- I have to comfort my daughter as she was looking shattered since her dream trip of going  to dubai
would be on stake


- I was treated with NO Humanity, NOcourtsey, NO mercy and also i cant explain how me and my family were in that sitaution and embrassed by Emirates Check in/ ticketing/ ground staff

- We've been told that tickets are confirmed at 4.20 pm and the flight is at 5.00pm and asked to rush to  gate 12 in LHR.

- We have to go thru the Security checkin and rush to the Gates and flight with even No single drop of  water been taken by my kids or me or wife from 2pm

- After a running with tiring efforts we made into flight atlast again to find the issue of the seats availability and again need to go around. I raised concern with flight cabin manager/staff ( who atleast treated us as a human and managed to  get the seats before the flight took off, i need to appreciate the cabin crew)

- Also i am  an Emirates Loyality member and was not expected this treatment which is really a shock  mentally, physically and pshycoligically on this experience to my family include the young kids


- My family and me have to cope up this shock and we were not able to enjoy the 2 days stay in dubai as my kids have fallen sick because of this shock. all my holiday plans were ruined by Emirates.

- Also London Heathrow Ground staff (BAA authority ) came at last moment to deal the situation but i told them i will first complaint to EMirates if no response, compensation and apology i will come back to them as it was last moment


I would like to seek you advise and answer

- First of all do i need to pay for the Kid where the ticket was booked when he was infant including for the return journey

- I have contacted Emirates helpdesk for re-booking and re-issuing and as they know its infant ticket and my kids more than 2 years- in principle its the Emirates fault and mistake

- They have sent me remainders on my travel and tickets stating its infant

- Can i ask Emirates to apologise in return to me and my family as first thing

- Do i need to get EMirates re-imburse the cost they asked me to pay for my Kid

- Can i compaint to any Governance body to seek damage and compensation to me and my family for this treatment and the way we were hadled

- Do i need register as a compensation case

I am righting this mail after all the shock and embrassement me and my family for last 4 days

Thank you in Advance for your response

Regards
Kathir


Answer
Dear Kathiresan,

I prefer not to enter in the details whether or not the behavior of the Emirates staff towards you and your family was appropriated. Simply it was not.

Also you made a transportation contract with them, where the "change" on the age of your baby as natural as it is, can not be considered because on the terms of such contract there is no clause that specifies that you need to pay this additional charge, but the original concept,  i.e. that the baby must be on your lap (and can not occupy a seat) remains due to the nature of the infant ticket.

You should consider initially write a letter to Emirates Customer Service stating the whole situation and ask for the proper reimbursement and any additional for the emotional issue that you faced.
Depending on the answer, you might consider a legal action.

Best Regards,
R. Gomes