FlyDubai Reviews & Complaints

Reported By: omer costa

Contact information:
FlyDubai
United States

Dear FlyDubai,

My name is Omer Salih, as a frequent customer of yours I’m writing in regards to a very distasteful experience we had with your company. We booked a flight going to Tbilisi with my wife Fida Issam on June 26th, 2018 flight DXB-TBS / (FZ 8503). It’s also worth mentioning that it was (Honeymoon vacation) but due to this experience me and my wife and after two weeks still feeling quite tired.

The bad experience in points –

1- The first leg was from Tbilisi Airport authority where we got refused from entering the city for (Others reasons as they says), putting in mind all our documents have been checked twice by the Flydubai crew in the check in point and again before we apart to the aircraft. As per Mr.Firas the operation manger we was supposed to get system massage telling that there is chance to have such case, unfortunately I didn’t receive any such notification while booking the tickets.

2- Both me and my wife were ok to go back to Dubai and to re-plan our Honeymoon, however our only one request was to have all our bags with us, and I need your attention here please, you have an employee in Tbilisi with very bad attitude who was standing with the airport authority not his Client and he did tell me clearly he will not wait for my bags to come and suggested that we simply get our bags and leave the airport in hopes our bag will catch the next flight and he asked me and my wife to go in or to send us to the jail for two years……!!! the officer name is IRAKLI MAMULASH (ID 99392), which is totally not acceptable by a fly Dubai staff and not a police officer of any kind.

3- We have been forced to take the flight FZ 8504 without our bags, also our passport was handled over by the Airport team to your cabin crew Prakesh, and from him to another flydubai officer in airport his name is Rajdeen reported to Mohamed Ramsheed, and as per the standard process handing over form was supposed to be signed between Ranjdeen and Prakeesh which not happen and resulted that Prakeesh didn’t know who he handed the passport to and asked me if I do remember Ranjdeen name !!!

4- Due to all this and the pressure we had in Tbilisi my wife fell down in the bus in Dubai Airport, and we have been taken via the ambulance to terminal 1 as you don’t have clinic in terminal 2 …….but the doctors was not able to help my wife without seeing our passports, yes the same passports that were handed over to Mr, Ranjdeen who no one knew his name at that time, I did escalate this to police officer (Yousif) I found in the clinic and he did his calls to force the doctors to help my wife, the medical report is attached herewith.

5- As per Mr. Firas (who we met in Dubai after all this drama) the bag was supposed to follow us within the next flight, and all the documents was supposed to be handled by your crew, but after 4 hours waiting in airport the next flight arrived without our bag and Mohamed Ramsheed asked my wife to raise bag claim and he told us we’d probably just need to return to the airport early the next day to collect our bag, but the bag did miss the next flight again !

6- The bags finally arrived at the next day night 27th June and it was broken and opened, and we were able to pick them up the following day 28th June !! so we lost three days in terminal 2, I mean we lost three days from our Honeymoon golden time and finally in 29th June we were able to repack all of the belongings and planned for an early morning at the airport to go to other destination !

7- I can add one more point here which the communication from the employees was not very clear regarding the all the issues we went through . also you have a clear gab on your process.

8- We did approach the ticket counter to discuss our options to go to some other location same day, and I asked for specific time for the bag arrival and asked also for refund, but all the FlyDubai managers I met in the airport didn’t have any power to do anything, but only suggestions to send emails to other units !!!

We had a marvelous trip to Sudan using your airline. We laughed, and enjoyed some really nice time. Unfortunately the events that followed will forever overshadow the fun times that we had on our Honeymoon vacation.

This experience has caused me to feel like your policy and process is simply to “pass the buck” onto someone else time and time again until there isn’t anyone at the end of the line. It is too late at that point to go back and explain the situation to the FlyDubai employee. The operation manager in Airport should also have more power to deal with such cases rather than just sit there unprofessionally with his shirt button all open and just waiting to put the blame on everyone else than him.

With all this we finally arrived at our destination over 3 days later than anticipated. We had spent over $3000 in additional costs between hotels, meals, meals, and new airline tickets and much needed supplies . These costs add up, but what really is more hurting is the way that we felt FlyDubai handled the situation. The employees, rather than helping, were simply passing us along without the help that we needed (although this was not the first time this happens in tiblisi from what I understand and seen through the social media). It was a series of problems, one on top of another. Not just a single failure to perform, which could have definitely understood.

We understand that mistakes happen, However we don’t understand the lack of customer service that we received. We felt disregarded and unvalued. We realize many customers experienced similar problems, but we still felt like things could have been handled better. We would like to be able to continue to fly with FlyDubai Airlines, but as I’m sure you understand we have hesitations now due to this horrific experience.

I am not sure whether you will take this complaint seriously or just pass this email along and ignore it, I just had to send it as requested by everyone I met

With regards, Omer Salih

Mobile: +971502429167

Email: [email protected]