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I wrote this email to Emirates after I’d been in China.

I thought I’d put the text below:

Dear Emirates,

I wanted to write to you regarding my recent trip (for business) from Birmingham in the United Kingdom to China via Dubai.

I flew in October this year as Business Class from Birmingham and changed at Dubai for a First Class flight to Shanghai and then a week later I flew First Class back from Beijing to Dubai and then Business Class back to Birmingham.

In a world where people are quick to jump on negative outcomes and difficulties with service, I just wanted to express my utter disbelief at the astonishing high level of service that I received from every single person I encountered from your organisation.

Although this was the first time I’d travelled in the “good seats” my expectations were high and you exceeded those at every possible opportunity.

From the lounge at Birmingham Airport to the Emirates set up in Dubai and to the service in the First Class cabins, it was utterly outstanding.

I wanted to highlight though one particular individual by the name of Mauricio who is originally from Brazil and was a steward in the First Class cabin on the flight from Beijing to Dubai. His company number is 380364.

His attention to detail, his service and conversations were absolutely fantastic and he epitomised, I suspect, everything that an Emirates employee should be.

I wanted to thank you for a wonderful experience as I will be certainly recommending this to anyone else I can and certainly will be travelling for Business on Emirates at any possible opportunity in the future.

Thank you once again and my best wishes,

Colin Campbell

(Please would pass this onto Mauricio and Caroline Mutiso who was the flight purser on the Beijing to Dubai leg)

I wanted to take the opportunity to tell them how good they were because they had told me that they get complaints on every flight, particularly in First Class and I think that’s extraordinary because the service is so good.

Having said that though, and having raised my expectations to the highest possible level, I received a generic, robotic email back telling me that they don’t accept email feedback and I have to fill out an online form (the form is massive!)

It even said ‘please complete all of the mandatory fields on this page’

It’s a shame. It doesn’t tarnish my experience with Emirates, whose praises I would sing time and time again because the people there are great, but to take feedback like this when they offer such a huge personal service on board the planes, is a lesson for us all to learn.

When you’re happy with something and you say “thanks” you want someone to notice.

When you’re unhappy with something and you want to complain you want someone to take that on board and say they’re sorry.

It’s hard for a robot to do either of those things.

Blog Post Number: 1852