The saga of the lost/not lost luggage continues….
After having got excited at seeing the pics of our bags in Singapore we’ve been emailing the baggage team back to ask about next steps. Still silence. And then, an update on the Emirates app:
Your bags are on the flight from Dubai to London which will arrive 9 May. Due to customs you might need to collect in person.
London?? From Dubai? But we have a picture showing us they are in Singapore, and we live nowhere near London
Cue an online chat with the Emirates customer service team:
Me: hi, we are a little confused why our bags are being sent to London from Dubai when they are apparently in Singapore and we live nowhere near London
Emirates: you live in the UK right?
Me: yes
Emirates: London then
Me: why can’t we get them to Manchester where we flew from?
Emirates: oh that’s a good idea, ok I’ll email someone and ask
Me: so are the bags now in Dubai? If the update says they fly to London on the 9th May won’t it already be scheduled?
Emirates: don’t know, I’ve emailed the team
Me: which team?
Emirates: a baggage team somewhere
Me: so how do we get an accurate update?
Emirates: I’ve emailed the baggage team so they will update you
Me: the same baggage team we have been emailing for 3 days with no replies
Emirates: I don’t know, I’m just back office, I have an email address and I’ve done my bit
Me: so do we have any estimated update time?
Emirates: nope
Me: that’s not very helpful. So to clarify, you don’t know if the bags are now in Dubai, the mythical baggage team somewhere are sending the bags to London on the 9th May but you’ve emailed said mythical team to ask them to send them to Manchester instead. The app is wrong with the incorrect update but you don’t know when this will be updated and we need to now wait?
Emirates: yes
Me: so who updates the app details? And what happens next?
Emirates: the baggage team who sort sending the bags do all the app updates and someone in Manchester will contact you when the bags are there
Me: the same baggage team who have the bags in Singapore – who have updated the app to tell us they are being sent on the 9th May from Dubai to London
Emirates: yes
Me: so no one really knows what’s going on then?
Emirates: can I assist with anything else today madam?
Me: well no based on this but….
Emirates closes chat rapidly
