Friday, November 03, 2006
Emirates Complain-MR. ARIF KHAN-NYC/X/VS/021006/322362
---------- Forwarded message ----------
From: Customer Affairs NY <CustomerAffairsNY@emirates.com>
Date: Nov 1, 2006 11:51 PM
Subject: FW: Emirates Complain-MR. ARIF KHAN-NYC/X/VS/021006/322362
To: Arif@mit.edu, arifkhan21@hotmail.com
Cc: Frances Barton - MRM <fran.bart@emirates.com>,
jawad@alumni.washington.edu, juliafinney@aol.com,
feedback@travelbirmingham.co.uk, scott@emperors.uk.com
1st November 2006,
Dear Mr. Khan,
Kindly see our reply to your recent email, sent as an attachment. Regards.
Violet Simpson
Customer Affairs Officer
Emirates Customer Affairs & Service Audit US/NA
55 East 59th Street, 5th Floor
New York, NY 10022
212-758 3944 -Ext 290-voicemail
212-758-4434-facsimile
1-800-777- 3999 -Reservations-US/NA
1-800-366-6845-Emirates Cargo-US/NA
**************************************************************
01 November 2006
Ref:NYC/X/VS/021006/322362
Mr. Arif Khan
MIT
565 Memorial Drive
Cambridge, MA 02139
Dear Mr. Khan,
This will respond to your most recent e-mails concerning your request
for a refund of your ground transportation expenses and additional
airfare, paid to Aero Asia, on 15 September. We, at Emirates, regret
the fact that you disagree with our determination. Subsequent to a
review of the file and your Reservation Record Locator, PNR, we must
reiterate our position, and deny reimbursing those expenses.
Your PNR indicates, and you admit, Mr Khan, that you and your party,
for some inexplicable reason missed your 12 August Emirates flight
614, Dubai to Islamabad.
Your history, further, indicates that on 13 August, you rebooked
flight 614 for 15 August, and reinstated your return itinerary for 15
September; however, you also missed flight 614 on 15 August.
Once a passenger misses a scheduled and confirmed flight, Mr Khan, the
balance of the passenger's itinerary is auto-cancelled, and must be
reinstated. By missing your flight 614 on 15 August, you and your
party were declared "No Shows"; as a result, your 15 September flight
613 and 16 September flight 203 reservations no longer existed.
The reason you were not charged the "$200 change fee" was due to the
fact that you did not have a reservation to change. In addition, the
airline did not change your reservation, without your permission as
you no longer had a reservation due to the "missed" flights 614 on 12
and 15 August, respectively.
Your request for stand-by status, for a party of three, was subject to
availability, and was not guaranteed. As all of our flights from
Islamabad to Dubai were closed, our staff re-routed you through
Karachi. Regrettably, Mr Khan, that re-routing entailed additional
expense.
Inasmuch as Emirates did NOT cause you and your party to miss your
flights 614 on 12 and 15 August, respectively, canceling your return
reservations, Emirates will not assume responsibility for the
additional expenses that you incurred.
We realize, Mr Khan, that this does not resolve this matter to your
satisfaction, however, we hope that you have a better understanding
what precipitated the events leading up to your cancellation and
ensuing complaint.
As you are aware, we have made arrangements to credit your and Mrs.
Khan, each, with 5,000 complimentary miles towards Skywards member
numbers EK142176823 and EK115312164.
We thank you, again, for making Emirates your international airline of
choice and for allowing us to, once again, comment regarding this
matter.
Sincerely,
Violet Simpson,
Customer Affairs and Service Audit - US/NA
Emirates
55 East 59th Street, 5th Floor
New York, New York 10022
212-758-3944 Ext 290 (voicemail)
212-758-4434-facsimile
