As I wrote about a few weeks ago, I was flying what should have been the most simple of flights within the Emirates network and they still managed to lose my bag. Well, now we are going into 4 weeks without the bag. What has Emirates done and what are they doing now?
Emirates Lost My Bag Almost 4 Weeks Ago
Almost 4 weeks ago, I was flying the most simple of flights – flying Emirates from Newark to Athens. What makes this so simple is that this flight is the only flight by Emirates out of Newark and there only flight to Athens (except for the continuation that comes from Dubai).
I mean, a bag gets tagged for Emirates at Newark, there is only one flight it could be on! So if the flight leaves without it, someone sees an Emirates-tagged bag and it should be put on that same flight the next day. Easy, right?
Nope! I was able to get one of my bags but the very first thing I heard about the missing bag was that it was never loaded in Newark. I was assigned a case reference number and told it would likely show up in a couple of days.
Waiting, waiting, and waiting
Emirates was actually very good about contacting me via Twitter, e-mail, and phone to keep me updated – for the first week or so. But after that, it was me that had to initiate everything and I always received the same answer – “we have no update.”
Since there were things in that bag that I needed for a meeting (clothes and shoes), I checked in with the Emirates team and they told me to buy what I needed and submit the receipts for the daily reimbursement amount for delayed bags (meant to help with such things as toiletries and clothes).
After the 21 days had elapsed (which is how long to wait before it is declared missing), I again contacted Emirates and they told me to fill out the complaint form.
Here is my problem with Emirates – they were very communicative until it came to money. I still have not heard back from anyone in regards to the daily amount I submitted for 3 weeks ago (with receipts).
I booked this flight with points from the US Bank Altitude Reserve so am not eligible for insurance from them.
Now, I still have not heard from them in regards to the complaint I filled out for reimbursement for the luggage. Almost everything in the bag was brand new so I still have the receipts (they were gifts – things I have already had to replace) and told them I can submit them whenever they are ready.
I am really frustrated with Emirates right now. I love their onboard product and service but their baggage service and customer service on the ground currently has soured them to me. In fact, that is one of the things that made me decide to choose Turkish over them on a recent flight since Turkish has never lost one of my bags.
Here is the last thing I heard from Emirates – “Thank you for your query – we will respond as quickly as possible.”
Well, Emirates Team, I have been waiting almost 4 weeks for my bag and almost as long for someone to get back to me in regards to reimbursement. Your “quickly as possible” is pretty sad.
Anyone else had to deal with a lost bag with Emirates?
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