Emirates passenger gets $12,600 after complaining about his seat: ‘They should be honest about what he’s likely to get’
- Airline passenger receives $12,600
- The traveler was upset with the business class experience
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An Emirates passenger was awarded $12,600 after claiming his business class experience did not live up to the airline’s announcement.
New Zealand surgeon Mark Morgan and his partner paid $13,000 for two business class flights on Emirates from Auckland to London last August.
Mr. Morgan was so unimpressed with his experience and claimed that the airline had misled him with their advertising that he took them to the Court of Disputes.
The dissatisfied surgeon shared photos and links to advertisements stating that he would be provided with slippery leather seats and flat reclining seats in business class.
An Emirates passenger was awarded $12,600 after claiming his business class experience did not live up to the airline’s announcement.
Morgan claimed that reality did not live up to expectations and that he and his partner were forced to sit in “worn-out” chairs.
Morgan claimed that reality did not live up to expectations and that he and his partner were forced to sit in “worn-out” chairs.
A faulty entertainment system was also among his complaints.
Emirates defended its advertising, arguing that it included fine print that gave more detail about its business class experience.
They claimed in their filing that the fine print noted that the airline “cannot guarantee that any particular aircraft will be used.”
The airline also argued that it also could not make any guarantees about its inflight entertainment, advertised meals or inflight services.
“These articles enable Emirates’ business to run effectively by giving it a degree of flexibility in navigating the complexities of cross-border air travel,” the presentation read.
Dispute Court arbitrator Laura Mueller said the Court agreed with Morgan and ordered Emirates to pay the distressed passenger.
“Mr Morgan argues that Emirates’ marketing materials were intended to steer New Zealand customers away from other airline services into buying an Emirates service that essentially did not exist,” he said.
Morgan said she hoped her case would set a precedent for other disgruntled passengers to come forward with their complaints.
“It’s less than a drop in the ocean for them,” he said. Australian Financial Review.
“Having said that, there could be thousands of passengers in New Zealand who were affected, who could make the same claim.”
The surgeon said he had no hope that the airline would change its advertising in light of its small victory.
“They should be upfront about what you’re likely to get,” he said.
Dentsu Creative’s ANZ chief executive Kirsty Muddle said the case illustrated how companies need to be accountable and uphold high standards in advertising.
He said Australia had one of the “best self-regulatory systems in the world”.
Ad Standards handles any advertising claims made within Australia.
The Australian Competition and Consumer Commission advises that “any statement that creates a false impression about goods and services may be in breach of the law statements.”
Daily Mail Australia contacted Emirates for comment.
