Public Mediation

M.D. vs. Marhaba / Dnata / Emirates Group

Non-response from marhaba re lost luggage for over a week. Very disappointing.

M. D. vs. Marhaba / Dnata / Emirates Group
PO Box 686, Dubai, United Arab Emirates
Amount Involved: $1,086.00
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"My luggage was lost after being transferred in Dubai by marhaba, a subsidiary of Dnata and Emirates Group. Marhaba did not respond with the airline tagging information (necessary for filing a PIR and tracking the suitcase) for more than a week, despite multiple DMs and emails. 
Further details provided in a private message."
...
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Additional Communication Between Claimant and Marhaba / Dnata / Emirates Group Hide
  • Mar 20, 2023, Claiming party added:

  • A Marhaba/dnata/Emirates Group VP responded with full-bore legalese, setting out all the legal reasons why the company is not legally responsible for anything. Legally. I mean.

    Astonishingly, there was no apology whatsoever for the company's absolutely jaw-dropping failure to simply reply to their distressed customer despite repeated attempts to communicate via both Twitter DM and email.

    It amazes me when someone senior just makes things worse. All this VP would have had to do is say something like, 'We're really sorry, we didn't live up to our own standards. Here's a lounge pass/drinks coupon/whatever for next time you pass through Dubai. Oh, and we've made sure it will never happen again. We don't blame you for being upset and we never want our customers to be upset.'

    Then we'd have been done and all my frustration would have gone away.

    Instead, my wife and I are even more frustrated about the amount of time we spent on this when a 2 minute response from the company would have allowed us to quickly trace the missing baggage. How many bags does the company lose that CS is so tied up?

    No, I do not recommend using this company. Mistakes happen. Good companies rectify their mistakes.

What Claimant Wants Hide
1. Compensation: $100/day for lack of access to clothing and essentials Jan 17, 2023 $700.00
2. Compensation: Time spent phoning multiple airlines and contacting marhaba Jan 17, 2023 $300.00
3. Refund: 315 AED for transfer service Jan 17, 2023 $86.00
Just make me happy!
Claimant invites Marhaba / Dnata / Emirates Group to make a fair offer to resolve this complaint.
Cash total : $1,086.00
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from Marhaba / Dnata / Emirates Group. This claim will remain posted until resolved
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  • Contributed Solution: by Brian Edderly On 03-20-2023
    View more
    Google dnata complaints and then decide never to use dnata. That is my only suggestion More...
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  • 1
  • Contributed Solution: by George Maxwell On 02-04-2023
    1 comment
    Real, and very surprising, incompetence on the part of a large and interesting travel company. Passenger should be compensated for their failure to respond to lost baggage for over a week and Marhaba / Dnata / Emirates Group should improve their system. More...
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