I received some horrible news the night before Christmas Eve that my grandfather had passed away at home in Ireland. Living in Perth I, obviously, wanted to get home ASAP. I went on line and booked my flight Perth to Dubai, Dubai to Dublin (EK425 + EK161).
My stopover in Dubai was 18 hours so when I checked in to Perth airport I was told (by Emirate staff) that as I didn't have the 24 hour notice to book online, I would be able to book my hotel (for free) from the desk in Dubai.
I boarded the plane at 6am and everything was great although all I wanted though was to get to a bed after being up all night.
I arrived in Dubai, went to the desk as instructed and was told because I don't book 24 hours in advance there was nothing they could do to help. This is absolutely ridiculous! Unfortunately, death doesn't seem to give 24 hour notice!!
I met the most rude staff I have ever met! Staff in Perth should have given me the correct information and Dubai staff could have had a bit more compassion for a girl standing on her own, tears rolling down my face! Last thing I wanted to do was grieve in an airport for 18 hours. And then the staff called 'NEXT', basically telling me to step aside.
I was then told by a staff member there was an earlier flight to London and could just get a connecting flight to Dublin but I had to go to the next desk to get more information. At this desk I was told NO. This cannot be done because I have a direct flight and it cannot be changed. Again ridiculous..
As it is Christmas time, the flights are a lot more expensive so I put all my savings in to the flights home. Not to pay for hotels in Dubai..
I am now sat on my own in an airport until 7am.
My reason for this email is your rude staff in Dubai, misinformed staff in Perth and ridiculous policy of requiring 24 hour notice to book the hotel for long connections. There should be some other policy that understands needing last minute bookings.
I wrote to Emirates Customer Care with my complaint and not even as much as a reply.
Very Unhappy customer