Business class is not the one in the advertisement, Emirates ordered to compensate passenger
Emirates business class is not all the same, and frequent flyers know that very well. But those who travel little [...]
Emirates
AKL
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Emirates business class is not all the same and frequent flyers know this very well. But those who travel little and don't inform themselves (e.g., by reading TFC) may have bad surprises and End up in the ugliest business class seat In one of the largest companies in the world.
Emirates ordered to pay compensation for misleading advertising
The events happened in New Zealand, but it is good to specify that the 777s in question also fly to Italy, for example, from Bologna or Venice. Emirates has been ordered by the Disputes Tribunal to pay compensation of NZ$13,555, about 8400 euros, for misleading advertisements promoting convenient business class features not available in New Zealand.
Taking the Dubai giant to court was Mark Morgan, who had booked two seats to fly from New Zealand to London and saw that the flight from Auckland to Dubai takes more than 17 hours searched for the most comfortable chair possible that would become a bed.
Once on board, the Morgans discovered that the cabin was not exactly like the one seen in the Emirates advertisements, and especially that the seats did not fully recline: they were less padded than those shown in the advertisements, and the entertainment system was not up-to-date and "due to its age, did not function properly."
Emirates defended itself by saying the advertisement did not violate the Fair Trading Act (FTA) and did not mislead New Zealand travelers, but Disputes Tribunal arbitrator Judge Laura Mueller ordered the airline to pay Morgan, saying, "Emirates advertised a business class service that consumers were very unlikely to receive."
The key to the issue is that, all along, Emirates in its advertisements shows its best product, which is the one on board the A380. This applies to all cabins from economy to first class, all of which are far superior fittings to those available aboard the 777/300.
When cornered, Emirates offered the passenger about 800 nzd, or 5% of the ticket cost, because the seat reclined up to 166.1° and not the 180° advertised by stating: "For the normal traveler, the seat made available is equivalent to a fully reclining seat."
The court, however, upheld the passenger's claim and ordered EK to refund the $13,000 as a difference in the service advertised and paid for, compared to the service received. Also because the Morgans, once they boarded and found that the seat was not the expected one, paid to upgrade to first class where they Emirates offers a seat that becomes a bed, even on board the 777.
Very different products between 777 and A380
It is absolutely undeniable that there is a real gulf between the two products. On board the A380, both those newly renovated with premium economy on board as well, that all other business class passengers have direct aisle access, while Boeing 777/300s have 7 passengers per row and 3 of them do not even have direct aisle access, as well as a smaller seat and lower IFE as quality.
Recognizing them is dead simple: the A380 is the double-decker giant, while the 777 is the classic single-decker plane.
In conclusion
In all EK advertisements, it says in the small print that the carrier could at any time change airplanes. This is usually enough to protect against such actions. This was not the case in New Zealand. Currently the problem is solved since EK is back to flying the A380 to Auckland.
The same goes for other companies: they all use the newest product in their advertising campaigns, even ITA uses the new on board A350 and not the old woman who continues to fly regularly.
The difference in this case is that when the passenger bought the ticket, Emirates advertised A380 but only flew 777s, hence the court's decision to convict the Dubai company of misleading advertising.
It happened to me, for example, with Finnair who changed planes last minute and I ended up flying the old, but still nice business class, Instead of the revolutionary one.
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