There is an unwritten rule in Emirates Airline that employees are not protected against aggressive and unruly passengers. As in any customer service industry, employees are obliged to behave polite and with positive attitude towards problems or to deal with rude customers in a professional way. Sometimes it is possible to deal with those customers only with firm but respectful attitude. Firm and respectful attitude is especially valued in aviation due to security reasons as some passengers can make huge problems for the crew and other passengers during the flight. This is not how it goes in Emirates Airline. In Emirates Airline everyone is so afraid of losing their job that they are afraid to take the responsibility as well, including seniors and operational managers.
In Emirates Airline there is also a rule that whoever complains first is right. When passengers complain on staff, staff would get a call for a meeting with Customer Service department to explain what happened. At least in this way staff get the opportunity to explain what happened. Very often staff don’t get this opportunity. They are just punished instead. Former DVP EKAS Anoma Manuel abused this power to punish whoever she wants often, maintaining a constant rule of fear at the airport.
When I told an aggressive passenger that I will call the police if she continues to behave aggressively, my managers told me that “I have no right to call the police” and that I am “not a security agent at the airport”. Except the fact that this violates my right to call the police if I feel endangered, it also means that my job as a check in agent is to tag the bags and to issue a boarding pass only, regardless if I find my passenger dangerous to travel. I have to shut up, tag the bags, check the visa and issue the boarding pass for the right flight and if something happens with my passenger on board I would still be called to explain why I let him board the plane (?).
I also have a friend colleague from Serbia who boarded a passenger who was under the influence of alcohol. He assessed the passenger as not dangerous and let him and his wife board the plane (first and business class). This passenger was offloaded afterwards and my colleague was called to explain why he boarded a drunk passenger. Note that customer was calm all the time and that he didn’t make any problems. It turned out that the passenger was an influential mayor of one big European city. When managers found out this fact they let the passenger travel (which was a logical decision since passenger was not dangerous nor he drank too much). His wife told them not to punish my colleague otherwise she will sue Emirates. It means that my colleague was protected by the passenger, not by company seniors who made a wrong judgement, by the way.
These situations happen because official rules and procedures in Emirates Airline are not consistent.
Being an Emirates Airline employee is very difficult and stressful as your company treats you like a replaceable number. Therefore, you are likely to be punished as a scapegoat whenever there is a problem with passenger, especially if they are prime customers (VIP, first and business class). You are not allowed to have an integrity of airport or aircraft staff and you are not allowed to make decisions of your own even if that is your job.
It is an interesting fact that lower grade employees are not allowed to call the police (!?) but seems like managers are allowed to do it. And it seems that managers report their own staff to the police, which is just a shocking news for me.
This is a message that I have got recently. I have decided to publish it. Since management doesn’t want to communicate with me (or fulfil their legal obligations towards me) I have no way to double check this story. This is why I am always open for any evidence which will prove that this story is false and I will remove the article if proven as not authentic. My blog was already searched for this story even before I have published it, so it seems that people already heard about it and expect to read it here.
This makes a shocking reading and a proof how Emirates Airline managers treat their employees. The particularly sad fact is that this manager, who reported his own staff, is actually working in Emirates Airline Human Resource department (!).
“We had a local couple – Husband, Wife and Child.
Special meals time comes (we had over 80 CHML), child gets his food and after three bites decides he’d prefer the normal meal from the usual menu.
Mom calls over tge PUR and demandes that her child be given a Lamb meal.
PUR explains as per normal procedure that we will give him a meal once we have served all the cabins and if we have any left if not he will just have to stick with the child meal which they ordered and he subsequently continued to eat from.
This doesnt cut it and the mother throws a tantrum and tells the PUR that if the child cannot get the meal NOW the family will refuse to eat.
PUR turns and walks away.
Turns out we ran out of meals and we were giving customers crew meals, used up everything from YC and JC.
Cut to landing and after securing the PUR approaches the couple and apologises once more but they are not having any of it. The PUR thinks whatever its Xmas Eve and the flight will be over soon.
Once we start disembarking the couple leaves. After a short while the Dubai Police march onboard and arrest PUR.
Everyone starts freaking out. She talks to them in private and comes back and tells us : “Guys im not winning this one please leave and dont worry about me..”
We make our way onto the bus, into HQ, fetch our luggage and try and learn what has happened to her. The FO is making a call to people he knows to try and get the situation sorted out, the Captain stayed with her.
We watch her baggage go round and round the carousel and nobody knows what to do with it.
We find out exactly what happened. The family laid a charge against her. The family she ‘disrespected and offended’ the husband is VP HR.
So apparently you can do that here. If a local feels you’ve offended them they can approach the police.
What utter bullshit. She was an AWESOME purser but yeah the SFS told us she’s in a lot of trouble”
Thats the end of what I got.