Emirates' maiden flight to Israel, 23.6.22 (Photo: Shlomi Heller)
A New Zealand passenger on an Emirates flight, the airline from the United Arab Emirates considered one of the best in the world, was compensated in the amount of $12,600, after claiming that his experience in business class did not meet expectations, as presented in one of the company's advertisements.
The Daily Mail reports that the passenger, a surgeon named Mark Morgan, paid 13,000 dollars together with his partner for two flights in business class, from Auckland, New Zealand to London.
After the flight, which took place last August, Morgan claimed that the airline had misled him in its advertising, and because of this the parties reached mediation.
The experience did not meet expectations.
Emirates business class seat (Photo: Emirates PR)
No skin, no bed
Morgan even shared photographs he took on the plane, as well as links to the airline's relevant commercials.
According to those publications, he was supposed to expect seats upholstered in smooth leather as well as those that allow full reclining.
On the other hand, he said that he and his partner were forced to sit on seats that he defined as "worn out".
In addition, according to him, the entertainment system was also defective.
The airline defended its position and claimed that according to the "small print" at the time of purchase, there are some conditions regarding flying in business class.
For example, the company does not undertake to guarantee the use of a certain model aircraft.
In addition, the company claimed that it cannot guarantee the quality of the entertainment system, the quality of the food served and other flight services.
"These stipulations allow us as a company to function efficiently, by giving us a degree of flexibility in regards to the complexity that characterizes international flights," the company's statement reads.
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"These stipulations allow us to function effectively, by giving us a degree of flexibility."
Emirates (Photo: Emirates)
"People need to know what they are going to get"
Laura Mueller, the mediator between the parties, said the tribunal agreed with Morgan and ordered the airline to compensate him.
"Mr. Morgan claims that Emirates' marketing publications are designed to lure customers away from other airlines, so that they will purchase from Emirates a service that in fact does not exist at all," she said.
Dr Morgan said he hoped his case would set a precedent for other disgruntled passengers who would complain about similar situations. "For them, this (compensation) is less than a drop in the ocean," he said. Now the same claim."
In light of his personal victory, Morgan added that he hopes the airline will now change its advertising. "People need to know what they are going to get," he said.