Dear Mr Berry,
Thank you for your email of 08 May.
I regret to learn the inconvenience you and Ms Dawn Pfiel experienced due to the delay of your inbound United Airlines flight UA5332 from Reno to San Francisco on 26 April.
I can fully understand how unsettling this situation must have been for both of you.
We do regret the inconvenience on account of the delay, which resulted in you missing your onward connection on EK226 from San Francisco to Dubai on the same day.
Whilst I sincerely regret the inconvenience experienced on this occasion, I wish to assure you that the predicament you found yourselves in was not due to Emirates.
I wish to inform you that it is the responsibility of the delayed inbound carrier, in this case, United Airlines to assist their disrupted passengers. Therefore, may I respectfully advise you to pursue the matter with United Airlines as they are responsible for resolving your claim.
Flights are vulnerable to a number of factors that can and do affect air travel operations on a daily basis and as such schedules are subject to change without notice therefore, appropriate travel insurance is always recommended to cover unforeseen expenses on one’s journey.
I have noted your concerns with regards to the no-show fees applicable for rebooking in line with the terms and conditions of your ticketed fare. However, I wish to advise you that in accordance with our rebooking procedure, it is the passenger’s responsibility to bear the applicable “no-show” fees in the event that they are unable to travel on their original flight. These are set procedures applied to all passengers who do not travel against their booked reservation.
Thank you for bringing your concerns to our attention, and for allowing us the opportunity to respond.
Yours sincerely,
Samantha D’Souza
Customer Affairs
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