I really thought Emirates was one of the best airlines to fly with. This was the worst experience of our lives and it was made even worse by Emirates. They just do not take their (economy class) passengers at all!
I can't comment on Emirates ranking, but I flew out on a 777-300ER on the same day, from the same location (different destination). I was also in economy class. While it was a long ride (16 hours), it was pleasant, the food was good, service good, and the flight uneventful (save for a go-around at the destination, apparently at the direction of air traffic control).
The airplane was clean, the staff professional. There was nothing remarkable about the flight; it was not a hallowed experience, it was not an unpleasant experience. It was what one expects of a flight, nothing more, nothing less.
There buses were waiting and took us back to the gate, where some staff told us to move upstairs to the departure lounge. And then, ... nothing!
Respectfully, what would you have preferred to have taken place? What would you have the airline do?
After 30 minutes, we were told by some staff member to go to the Burger King, there we would hear more and get refreshments. This was not announced, but just told by an emirate staff member who was asked. We still had no single point of contact, and definitely no manager or crises manager who seemed responsible. Getting close to Burger King, we were sent to place upstairs, called Food Court. Once all had gathered there, we still did not get any information or refreshments and were sent away again to gate 241, I believe.
I ate at that same Burger King before my flight departed, too. I had to pay for my meal, as did everyone else eating there. You were directed to the food court where you could purchase food. Apparently you elected not to do so. Emirates was giving you the opportunity to go get a bite to eat and wind down while they addressed the problem.
Emirates doesn't own the Burger King. Crisis workers aren't employed there, either. Crisis management isn't conducted at a public space around a burger king.
Then again, one wouldn't necessarily expect a critical incident stress debriefing team to show up after an uneventful return to land, either.
We were treated without any respect. They basically sorted out the first and business class people and left the rest on their own, with not even refreshments by this time, about 3 hours after we returned to the departure area!
What kind of "
respect" would you have preferred? I'm having a really hard time envisioning management arriving to pat you on the back and say "
You're a brave one, you are. That must have been really scaaary." Perhaps it could happen, but I'm just not seeing it. As far as refreshments; you were sent to the food court to go get something to eat. You decided not to do that. Were you hoping that Achmed's Catering would arrive with plates for each passenger from it's "
Engine Sucked a Bird" special menu?
You had a flight delay. You had a safe landing. You were offered some cool-down time and a chance to go get food while you waited for repairs or an aircraft replacement. You were put on a flight to your destination with several hours delay. You apparently arrived safely.
All the passengers were told to walk through to the boarding area, where they got refreshments, a carton drink and a piece of cake.
Previously, you asserted that you received no refreshments; it was one of your chief complaints. You were given refreshments, however, including cake and milk. No inconsistencies here, are there?
Ten of us - all from the Netherlands - stayed and demanded a hotel and a reschedule. Initially they said they are happy to reschedule, but the hotel would be at our own costs - CAN YOU BELIEVE THIS ??? Obviously we did not accept and the person 'in charge' went back to management - which in the end never showed up - and managed to get us 1 night at the hotel and a flight on the 17th at 9:40am.
The airline had a delay for maintenance reasons. They were not required to allow you to defer to the next day. From your description, they didn't charge you a penalty for changing your flight to the next day, which is a generosity on their part. Perhaps fairness in this case. One would reasonably expect the airline to pay your overnight costs if you were forced to remain overnight, but it was your choice to do so. The airline made a flight available for you on the same day. It was you that elected to overnight, and that puts it on you. Never the less, you appear to be stating that the airline paid for your hotel, anyway. The airline wasn't required to rebook you without charge for the flight on the following day, and the airline wasn't obligated to get you a hotel room. You appear to have stated that the airline did both, at no cost to you.
And you're complaining. Interesting.
From that moment until we got into the hotel room, it took us another 2 hours!
Perhaps the teleporter was broken, or in use with a star trek episode. Let's not forget that the airline was neither obligated to rebook you the following day without charge, nor were they required to get you a hotel room. Having done both, you're not only upset, but upset that the airline didn't do it fast enough for your tastes, and that the airline didn't procure a manager to escort you, or carry your bags.
The two children and four pieces of luggage of course, are your concern, your property, and your burden to bear. The airline exists to transport you to your destination, not to babysit your children, nor to valet your luggage.