I've flown with Em'rats a number of times and have always found them OK, but if something goes wrong, they are worse than hopeless.
They just do not have any customer service systems in place to sort your problem out, or they may so overwhelmed with problems that they cannot cope. Either way, they do not match up to their marketing hype.
Unfortunately they are growing at a fast rate and probably do not care if they lose a few unhappy customers.
All any of us can do is vote with our feet.
The skintman
Skintman