In April my husband, son and I flew from New Zealand to Dubai where we stayed for 2 nights before reporting (in plenty of time) for our flight to Athens. Our baggage was checked in and then we were directed to another counter. When asked if there was a problem we were told by two diferent people "No, no prolem!" Finally we were told they had overbooked 25 seats and we were to stay another night in Dubai. (We had booked our flight 6 months previously!) We were given vouchers for a night at a hotel and meals and a 'free flight voucher'. We spoke to a number of staff at the check-in counter and each one told us something different. In fact one even told us the voucher was for another free entire trip from NZ to Europe return! Finally we were told it was for a flight from Dubai to Athens. When we said this was useless to us as we would have to pay for a flight all the way from NZ to Dubai just to use it, we were told that it could be changed for a flight from NZ (for a similar distance) and there would be no charge to change it. Finally given this assurance and told we could fill out a claims form at the hotel for the room we had booked in Athens for that night and could not cancel(at 75 euro) we reluctantly signed the flight voucher. We had no desire to spend another night in Dubai in an Airport hotel miles from anywhere. At the hotel there were no 'Claims Forms' just 'customer feedback' ones and the man at the Emirates counter at the hotel said that we would have to pay 100 US dollars and taxes per person if we changed the 'free' vouchers to a flight originating from NZ.
Back to the Airport we went only to be told by each staff member we talked to that they had no authority to do anything before being referred to the next more senior person. We were then sent to the first class lounge to repeat our concerns to yet another 3 different customer service people and even asked not to stand at the (very long!)counter as 'customers' may need to come to the counter. The last person we spoke to there said to come back in the morning as only 'customer affairs' staff had authority to change anything and not 'customer service' staff. We saw a Customer Affairs person at 7 am and gave her the 'customer feedback' sheet detailing our concerns before boarding for Athens. She said we would receive a response. Once home and having received no response I emailed Emirates Customer Affairs. This was 6 weeks ago. This email received a standardised acknowledgement and a month ago another email said they would be in a position to write to us soon. A week ago I emailed to ask how much longer this would take but have received no reply. We presented the first written complaint on 16th April. Has anyone else experienced anything similar and were their issues eventually resolved?