Emirates, one of the world’s largest airlines, has come under fire after a passenger reportedly received an email from a customer service representative with the subject line “Wtf” after she’d applied for compensation for a delayed flight from Manchester to Dubai.
Claire Finch, from Congleton, Cheshire, received an email from the Dubai-based carrier confirming that her application for €600 in compensation was successful, which was followed by a second email that was accidentally sent with “Wtf” in the subject line, the body of which read: “…is she on about?!? If you’ve put it in the letter, what the fuk [sic] does she need to do!!!”, The Independent reports.
She reportedly received a third email shortly afterwards which said the sender “would like to recall the message, ‘Wtf’…”.
Ms Finch filed a complaint with the airline after the incident, and received an acknowledgment of her complaint on April 24. After four weeks of no further reply from the airline, she contacted the Independent, after which she received an apology letter from an Emirates executive who claimed:
“Firstly, please accept my personal apologies for any dissatisfaction that you have experienced with Emirates.
“Naturally, I was most concerned to discover that you had inadvertently been copied on an inappropriate internal communication, which was unrelated to yourself or any other passenger.
“Please be assured that we do not condone such actions and this is not indicative of our high standards and the image which Emirates wishes to portray. I can confirm that this matter has already been dealt with internally with the employee concerned,” the representative added.
The airline, however, did not explain the reason for the delay in its response to Ms Finch’s complaint.
Ms Finch expressed her disappointment at the way Emirates handled the situation. “I feel very disappointed and disillusioned with Emirates. They hold themselves up to be one of the more upmarket airlines but their customer service is nothing short of shocking,” she told The Independent.
“I fully accept that mistakes happen but when they do, a company is measured on how they put them right.
“I feel Emirates have actually treated me with contempt,” she added.
The airline claimed that it was “surprised by the language used in the email exchange”.
“This does not represent the customer friendly attitude that we pride ourselves on here at Emirates. We sincerely apologise to Ms Finch and will contact her directly to assure her that this is an isolated incident and necessary actions will be taken,” an Emirates spokesperson told The Independent.