Survey Response to EmiratesTravel SYD – DXB Business Class DXB – JNB 1st Class 25th February 2025 Membership Tier: Gold Travelling with my partner.Lost Baggage JNBA2****** A******* Input: Johannesburg @ 19:15 26th February 2025.We have been loyal Emirates Travelers for years as stopped flying Qantas in 1998 due to unacceptable service. First of all, I spoke to an Indian lady today NOT Malcom. This was verified by E***** the Supervisor who called me within an hour of my first call to Emirates he also advised that he would escalate this enquiry and apologized numerous times that this was unacceptable service.She was a good listener I asked if she could finalise this today but was unable to, she stated that she contacted the office in Johannesburg and they would contact me. So, I then asked if I could speak to her direct supervisor she came back and advised the supervisor would call me back sometime today. Emirates Fly Better (I don’t think so). This call took 25 minutes.Our 3.5 week holiday was ruined and is now over we have been home for 3 weeks. This enquiry has been ongoing for (31) Working Days as of today 10th April 2025.Emirates offers Interim Relief (IR) compensation to all customers who have travelled to and from the US who have reported a missing piece of baggage. Interim Relief: IR is also offered to passengers who have travelled on other routes when no baggage is received (excluding residents). We went to your Johannesburg Office with necessary documents but did not receive any compensation. My partner had Diabetic Test kit and medication also a CPAP machine with accessories needed on a daily basis.How does Emirates find delayed baggage?When baggage is delayed, our team does everything possible to locate it.During the first seven days we undertake ‘primary tracing’ – where we liaise with all the stations involved on the journey, conduct physical checks, investigate with our Security and Lost and Found teams, and check the ramp and store areas, in order to have items back with passengers as soon as possible.If the baggage hasn't been located within seven days, we conduct intensive 'secondary tracing'. During this stage, we carry out thorough checks within all airports and with all airlines. We begin this process as soon as the customer completes the Baggage Inventory form and provides us with all required documents. We gave C****** B**** from Emirates Sales Support Johannesburg a PDF document with Baggage Inventory that she stated would be sufficient and would input into the system that was on 5th March 2025 same day and person we had requested compensation (IR) from. Then on the 15th March 2025 @ 8:27pm 10 days later was advised by her that the PDF cannot be accepted and that we were required to input the details, we were travelling to my 3-day Emirates Experience Stopover in Dubai so we completed this on the 20th March 2025 once home advising C****** the same. This final check will be completed within (10) ten working days. Well, it is now 10th April 2025 (15) working days after being accepted by Emirates.We undertake extensive tracking to reunite passengers with their bags. In the unfortunate incident that baggage is declared as lost, we will contact you in order to provide compensation.Please advise when this enquiry will be finalised.I know this will NOT be done as previously have never received any feedback.Will update once receive response from Emirates.
