One month earlier (November), we bought (not only booked) 3 tickets (each 1900 AED return) for last end of year vacation back to my home country (Indonesia) through Al Futtaim travels (head office) using Gulf Air. The departure schedule printed was 23:25.
At the day of departure (Thu, 21/12/06), DXB airport was really really full of people. I guessed everybody were leaving for vacation at the same time. We couldn't even get into the gate and checked-in.
We reached the check-in counter at 22:15. Technically we should still be able to check in (>60 minutes from departure). But then the Gulf Air check-in counter staff said that the counter is closed and we can't fly. They said that the departure time had been changed to 23:10 !!! For this, the counter was already closed (<60 minutes). Requested to the supervisor to proceed as we were only late for 5 minutes (because of the change) and we believe we could get onboard on time (had 55 mins), but they couldn't approve it.
Neither Gulf Air or Al Futtaim Travels informed me about the change. Eventhough they have our home phone number, mobile number, and email (I booked online). This is the first complain!!!
Immediately called Al Futtaim but noone picked the call (I understand it was past the office hour). Then called Gulf Air call center to reschedule the departure date to next day. They did. But this was just a backup as we needed to fly anyway immediately (we had connecting domestic flight in our home country).
Immediately we ran to ticketing office to purchase another tickets from another airlines. Luckily we could get Yemenia Air which departs in 2.5 hours. We flew back to home country on time and didn't miss the domestic connecting flight.
Later we complained to Al Futtaim Travels about the change. They didn't accept the blame as all they said was that they were not aware of the change and were not told by Gulf Air. Really??? I couldn't believe it. I thought both are big and reputable companies which should communicate each other.
The bad service continued.
Few days before returning to Dubai, we checked Gulf Air office in Jakarta just to reconfirm. They said our full tickets (including ) were automatically cancelled by system due to "no-show" (non-used departure tickets from Dubai).
We complain again to Al Futtaim Travels and they again didn't accept the blame, saying that it is from the airlines itself and a standard procedure in any airlines (to cancel automatically non-used tickets).
As an ordinary customer, how do I know anything about this kind of airlines regulation. Why neither Gulf Air or Al Futtaim Travels not informing us again? This is second complain !!!
Asked Al Futtaim Travel to rebook and reuse the ticket. They said they couldn't do it. When we ask to rebook/repurchase another tickets, they said the seat was full. But then when we proposed to refund the unused tickets, they were OK and suddenly the seat was there!
They suggest for refund (fee 200 AED per ticket, for total of 1200 AED) and repurchase new one way ticket to Dubai which cost each 1800 AED !!! (It must be kidding, we purchased from them 1900 AED for return tickets). Means we need to bear 600-700 AED more (new tickets purchase - refunded fare - refund fee). This was totally a rip off !!!
Ignored their offer, we went to Gulf Air office directly in Jakarta. They helped a lot. They put their effort to get us the seat (the class was full) and reuse the return ticket, which Al Futtaim Travels could not do it earlier.
I praise the Gulf Air office staff in Jakarta, and blame Gulf Air in Dubai and Al Futtaim Travels for such bad service.