I recently had a disappointing experience with Emirates Airlines. While on board, I reported a broken seat—a serious issue considering I had purchased six business class tickets, and one seat was not reclining at all. To document the problem, I took a picture of the seat. However, the purser, Catherine Kagwe, escalated the situation unnecessarily by falsely accusing me of taking pictures of the stewardesses’ faces, despite me clearly showing her that the image was solely of the damaged seat.Acting out of what can only be described as a “power trip” and failing to understand the basics of customer service, she called in the Emirates airport office manager and the police upon landing in Phuket International Airport, repeating these false claims. After reviewing the evidence, the manager dismissed the police, acknowledging that no inappropriate photos had been taken—but by then, the damage to my experience and dignity was already done. I have escalated the matter to my embassy.For an airline that prides itself on service excellence, this heavy-handed, inaccurate, and unprofessional handling of a simple complaint was both shocking and deeply disappointing. I expected far better from a brand with such a global reputation—especially when traveling as a premium customer.
