Sam – Nice review. Thanks for the info/photos on seating – I’m traveling with my partner and nabbed 4A and 3A after seeing your photos.

An excellent summary of your trip. Thanks. We can only wish…..

Dear Sir/Madam,

I trust this message finds you well. I am writing to express my disappointment regarding the recent service I encountered during my travel with your airline. I believe that open communication is essential for any business, and I hope that my feedback can contribute positively to enhancing your services.

During my recent journey from London Heathrow (LHR) to Manila (MNL) with a layover at Abu Dhabi International Airport (AUH), I experienced several issues that significantly impacted my travel experience. The primary concern arose at the boarding gate of my connecting flight from AUH to MNL.

Upon my initial inquiry at LHR, I was informed that a paid upgrade at the boarding gate is possible. With this understanding, my sister and I, both flying due to a family bereavement, were looking forward to a comfortable experience in business class. However, when I approached the ground staff at the AUH boarding gate, I was informed that the upgrade was possible however, I need to have it processed at the transfer desk, despite my understanding that it could be arranged and paid based on passenger load at the boarding gate. My sister flew from Amsterdam on Business all the way to MNL and I came from LHR flying to MNL via an 8 hours lay over at AUH airport. She had to keep visiting me at the economy class. I haven’t seen her for many years and hoping that we could support each other whilst en route. This was not a holiday for us but a bereavement.

What compounded my disappointment was that the transfer desk staff at AUH had previously affirmed the possibility of an upgrade at the boarding gate, reaffirming my expectations. As I was navigating the airport layout for the first time, finding the transfer desk presented a minor obstacle, and assistance from your staff would have greatly facilitated the process as an hour seemed appropriate to have it processed. The ground staff was not keen enough to make efforts to help.

In addition to the upgrade issue, I noted a discrepancy in the level of service provided by the cabin crew during my flight from LHR to AUH. Observing a preferential treatment given to certain passengers raised concerns about fairness and equal treatment among passengers. As someone with considerable customer service experience, I believe such disparities should not occur, as they can detract from the overall passenger experience.

Furthermore, I wish to emphasise that as a professional who runs their own business in customer service, I understand the significance of upholding a high standard of service. My disappointment is rooted in my belief that the level of service I encountered during this journey did not align with the reputation your airline holds.

As an enthusiast for sharing my travel experiences, I actively participate as a Level 8 Local Guide on Google and contribute reviews on Tripadvisor. It is in this capacity that I feel compelled to communicate my experience, highlighting both positive and negative aspects.

I am a firm believer in constructive feedback, and I sincerely hope my comments are received with an understanding of my intent to assist in improving your services. I trust that you are committed to ensuring that every passenger’s journey is smooth and satisfactory. My journey with your airline could have been notably positive with a minor additional assistance, and I believe such small gestures can greatly impact passenger perception, customer journey and overall total experience having used your service for the first time as I am a regular Emirates Airline passenger having worked with them during my younger days when I was in Dubai.

Thank you for taking the time to consider my feedback. I have included my credentials below to provide context to my professional background. I look forward to a potential resolution and the assurance that your staff’s training and commitment to customer satisfaction remain paramount.

Sincerely,

Mr. N Carnay
Google Dinez Taxis

Tripadvisor Certificate of Excellence Awards 2017, 2018, and 2019
Tripadvisor Travellers Choice Award 2020 and 2023

Date of travel : August 10, 2023
Ticket: 6079316194880