The TV, the seat reclining controls, and the light were all acting up on my seat in business class. Not just mine, but the seat next to me also had the same problems of malfunctioning controls. I could recline the seat across from me; and I could turn the lights on and off for people sitting on other seats. How could an airline allow a plane to fly with malfunctioning instrumentation systems in the aircraft. I asked two different hostesses at two different times to fix the TV and the seat controls and she said she was unable to do that. And there was no seat vacant. I asked her to move me to economy class so that I can at least relax or watch a movie, and she said she is not allowed to do that. It is obvious that no maintenance checks were done before letting the aircraft fly and when I emailed emirates customer services using the inflight wifi, the response was a total denial.

I am sorry to learn of your disappointment when you travelled with us on flight EK615, from Islamabad to Dubai, on 21 December. I understand that although this aircraft had First, Business and Economy class configuration, this flight operated with Business Class and Economy Class service and did not operate with a First class service. As you may be aware, details of the aircraft type for individual flights can be found under the 'See what's on your flight' section of our website, www.emirates.com. May I add that although we endeavour to provide the aircraft specified on our website or timetable, it sometimes becomes necessary for us to use alternative aircraft due to operational or technical requirements. I regret to read of the technical difficulties you encountered at seat 11J, on board flight EK615, from Islamabad to Dubai, on 21 December. I wish to assure you that Emirates place a great deal of emphasis on the high standard of in-flight service and the facilities that are provided to passengers, and it is regrettable that we have been unable to meet your expectations on this flight. Having reviewed the flight reports, I was unable to establish a relevant report pertaining to your experience. I have also checked the Engineering log book and I could not locate any logged comment pertaining to a possible malfunction at seat 11J. Additionally, our records indicate that vacant seats were available in Business class on this flight. Our cabin crew normally assist in such situations and arrange alternative seats. Being a customer service orientated organisation, we are aware of the importance of meeting our passengers' expectations and we do regret any dissatisfaction over this matter. I do hope this unfortunate experience has not marred your impression of the service offered by Emirates. We appreciate your support as a valued Skywards member and look forward to welcoming you on board our flights again soon. Yours sincerely, Rekha Swamy Customer Affairs

www.emirates.com
customer.affairs@emirates.com

Report such matters to Civil Avaiation instantly