Emirates Airlines nightmare

We talked about the three C's in the last blog.

Brands must deliver.

I have enjoyed travelling Emirates Airlines in the past but today was a nightmare. Growth creates challenges. You cut corners. I guess that's what happened today. The crew forgot to serve me lunch for 4 hours. No regrets, no apologies. Can you believe it it was the first time in my life I was served a quarter cup of mango juice with the promise she will return. She did not till I asked her two hours later. Yet, she did not say sorry.

Pretty cabin crew but does that help deliver the brand. I doubt they understood the vision and mission of the airline or they were engaged. All that they told me in excuse was the new 777 Boeing aircraft was too big 340 passengers and “boy, it was full.’ They regret the flight was full.

Lucky I had biscuits with me to ensure I did not die of starvation. Even if I had I do not think the crew would have minded that. They were just least bothered.

Service recovery was even worse - I was given a bag with a chocolate box opened, razor, comb, toilet soap, sewing kit. Obviously you know that I did not take the bag.

It WAS truly a great airline that served customers well. It was certainly the opposite today..

I hope they recognize that growth does not mean cutting on the quality of recruitment, training or service.

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