Dnata
Reviews and Complaints

Hi

I wish to complain about Dnata services. I landed Melbourne on 25/8/23 and was advised that our luggage did not board the plane from Manila via Phillipine airline

We were advised that the luggage will be delivered the next day morning in another flight. We waited on 26/8/28 the whole day and when followed up via call we were advised that it will be delivered on 27/8/23.

We called again on Sunday morning 27/8/23 and were advised it is scheduled to be delivered on 27/8/23. Until 3pm we had no news about our luggage. We have our daily need items in our bag and chocolates we bought from Japan which am pretty sure must have been melted post 48 hours of delay. We absolutely have not received any communication nor update on the same. It is merely a ridiculous service and zero commitment and communication.

Arrived EK 408 on 22 nd August

Staff member by the name of Mario Kavanas in Melbourne was very rude and unhelpful.

I approached and as we arrived with no communication at telling us you have to go here and there for them to supply wheel chairs for my parents and auntie . It was argonised way before entering in Australia but his approach was very unprofessional unpleasant and pointing the finger at us like we were kids and we did something wrong . Both presents sbd auntie are in the 80s being on a long flight I didn’t appreciate he’s approach.

While having a discussion about the work chair there was 3 staff members on light duty’s standing there thinking they will be assisting the three Aderly . No in fact one of the female standing laughing among themselves making me feel like idiot .

As a ex airline employee for 25 years i have not experienced such poor customer service.

I wish to rise it up with the top supervisor and receive feedback asap

18/08/2023

After being provided with information that a lost bag was coming in (internationally) on a DNATA handled flight, I waited 4 days before calling their supposed 'Customer Service' baggage handling division in Sydney.

On the two occasions, where I first called them and then when I was called back by them, I received service with attitude and disinterest or lack of care.

I had to ask all the questions. No prompting on behalf of the service team as to the information that they may require.

My initial call was directed to another area. When I called the other area they were confused as to why DNATA were not looking after the enquiry. (Having previously worked for DNATA within the airline in question, I too was confused).

When asking for advise on the next step to locate my luggage no advice was given.

The only plausible explanation for such service is that I was talking to AI or a robot on both occasions.

I am glad that I have some experience with the airlines as otherwise I would be totally lost.

DNATA needs to sort their customer service out and perhaps by their staff a dictionary so they may learn the definition of service.

Staff Name - shiela

PNR no - TTH1TB

Flight Air India Express

17/06/2023

3 complaints from Dnata staff from terminal 2 check-in counter

1. Wrong weight count - she told 4 kgs extra and pay 4 kgs luggage. while we said show weighing machine display, she said outside weighing machine display not working. later we went outside and checked weight it was perfect 90 kgs of 3 persons.

and went to her counter and removed few things it was 88 kgs

2 she didn't allow olive oil 175 ml tin in luggage bag

when we went to add things there was olive oil 175 ml tin she said not allowed sent it by cargo by rude. i ll upload olive oil tin image also Dnata management can check CC camera

3. Rude behavior - as we are respecting Dubai airport services & Govt, of Dubai we did not react at Airport as we believe Dnata management will take quick action against cheap staff. I am workin since 22 years and now in semi govt. i will hope Dnata resolve this issue and no need for further action and complaints to the upper management.

Thanks

Regards

Our flight was from 15 JUNE DXB to DOH at 23:30PM, and we have arrived few minutes before to an hour before our flight. We were on cue at around 10:30 and a few minutes has passed the lady at the counter said that we were in the wrong counter. The led screen on top says it was Qatar Airways and it is our flight then she just got all our passports and IDs.l, entertaining us anyway.

It was around 10:40ish maybe and us carrying our kids , our handcarry bags and things we were confident that we can still make it. Out of nowhere she said “ you are late, there were two flights and the other one has closed 30minutes ago.” she insisted we came just about 10minutes or so? She was moving so slow and it was so obvious she didn’t seem to be concerned about our time at all. She bluntly just said remove our bags, and she then started removing the stickers leaving us in shock and we didn’t know what to do. The other lady next to her counter even said “regardless you came few minutes before an hour before your flight you still have to check in your bags—- this is understandable but, my point here is, she could have informed us in the beginning when we were on cue that we are late and we will just leave and not waste our time unloading our bags and she was all placing the stickers and even gave us a plastic bag for the baby stroller. I’m sorry to say but the sense of urgency wasn’t there. We knew that we only have an hour to go to the gates which I believe we could have made it atleast if there was a proper speed of service after our bags were checked in and her taking so much time looking for a piece of plastic and checking our passports and stuff, it’s just so disappointing and frustrating to be honest.

The managers too I think went to check and this guy, I won’t be mentioning his name just said “ this will be cancelled just call your agency or “whoever” booked your ticket. We have so much questions and they were acting as if they were in a hurry. We keep talking to them and just like that they closed the counters.

I mean this is our fault because we were late but they could have atleast made us feel in a way that we can still do something about it, help us understand and somehow treated us properly. Not rushing to go home , finish the shift and this and that is not their problem.

Dear Sir,

I am writing complain against one of Dnata staff name Asfand Shahzad ID no 90559 at Multan Airport who has disturbed us while boarding of our Hajj flight on 17th June. I had10 baggage of 12-15 Kg and 1 bag was 26 Kgs whereas it was allowed 23Kgs bad. He refused to accept then we obey your SOP’s and remove excess weight. When we came back for again boarding we noticed he was obliging other passengers on his senior staff request. Do you think this is correct way? if SOP’s was really necessary then it should followed with all passengers in same way. But why he forced us to remove 3 Kg excess whereas our others all baggages was less than 10 Kgs per bag. We need to .

investigate this issue till higher management

Reds

Aqeel

[protected]

Email : [protected]@yahoo.Com

The workers are not interested in customer feedback/support in Zurich Airport. I had a flight to Esenboga at 8.20. I did online check-in, I only had to do baggage drop-off. There was only one baggage drop-off counter for many flights and even though I was at the airport 2 hours before my flight, I waited for 1 hour in the baggage drop-off counter. And they were not interested in prioritizing the passengers to earlier flights. I was unsure if I were to catch my flight due to the incompetence of baggage drop off service. In other airports, I was able to self baggage drop-off. Which reduces the waiting time for online checked-in passengers.

One staff workin as an equipment engineering under dnata called Musa took my money in regards of buying an emirates air tick for me on the 6th of April 2023 and he cut off the communication and blocked my number. I wanted to trace him so that he pays the full dues respectively because he made me get a loan from the back inorder to get a ticket on time and the loan came with an interest because he had used my money and he was lying to me all along upto now it’s almost a month

I was travelling in indigo airline. My checkin baggage was within 30kg. However the Dnata ground staff told me that I am allowed for 2 baggage only. So I asked 2 boxes weight max 10kg to wrap it together. However the Dnata staff told me that not allowed. When I asked to show me where it is mentioned not allowed, she was very arrogantly shouted at me. Her colleague returned my passport without telling anything. When I keep the passport on the counter again, they accused that I threw the passport. So unlawful behaviour. The 2 persons involved are Mohamed Thawfeek and Ms Puthianmalar.

Hello.

Despite my early check in for SpiceJet flight SG15 on 19.3.2023 from Ahmedabad to Dubai, my bag was missing at Dubai.

I had meeting next day morning and have to immediately purchase new blazer due to it worth AED 235 and went to airport by taxi spending AED 100.

After reaching airport next day, I was told that someone already went to give my bag to my hotel, without getting any email or phone call, even though I have given both contacts to the customer care at airport.

This was really disgusting, and I need the payments to be done to me for this trouble, as a compensation.

Kindly revert me with the solution.

I came to the check in desk on 24th Februaryfor Emirates flight EK413. It turned out my baggage allowance was lower than what I payed for. I requested managers assistance to explain why it is not 35kg as I payed but now its only 30kg. The manager on duty Edwina came to me and started speaking with a very rude tone. She said: " I am not interested in discussion with you. Nobody stole anything from you!" What was very rude and super unproffesional. I was shocked! And while i couldn't find an answer for such rude treatment, she kept going saying "Why do you look at me in such weird way? Do you want to tell me something?!" She was seeing an argument clearly. But I said nothing. I took out the requested extra kilo. She never appologised for speaking like this to me.

It was very disappoinying to see someone promoted to Manger role to be such low level of personal Manger and speaking downgrading to the customer. The lady that helped us at the desk was much more professional and calm and explained situation in a friendly manner.

On the morning of Wednesday 25th January 2023 I arrived on the flight EK40 from Birmingham to Dubai Airport. I had arranged wheelchair assistance and was made to walk quite a distance, and then told to take a seat. After 45 mins, and me being nearly the last passenger to be assisted, I was wheeled through to immigration and then to the baggage reclaim carousel. I was very concerned about my transfer waiting for me all this time. My bag was the last there. I was given a trolley, my bag put on it, and told to get out of my chair and push the trolley myself. I walked slowly and carefully along the line of waiting taxi companies, and there was no one waiting for me. I was absolutely distraught. I was left stranded alone vulnerable at the airport for nearly 2 hours from when we landed at 00.35am, until my taxi came. I have never ever been treated this way by wheelchair assistance in any country in the world. I asked for the name of the man supposed to be the organiser of the service, but neither he, nor one of his team, would give me it.I think they said he was the team leader. He was rude, and not at all friendly or helpful.

A staff member named Sally was supposed to wheel my mother in law Mrs C Gunasekera on the 8th of Feb 2023 in front of check in terminal H at 4pm. She yelled at me who was saying good bye to my parents and in-laws saying “ I have other things to do “ in front of other travellers. This caused embarrassment added further to the distress my parents and in-laws were already going through and specially made my mother in law cry harder.

I was denied checkin due to incomplete document. They have checked their system, but did not confirm it with the immigration or airport where I was going to be. They dis not listen to my explanation that I was told to get a visa on arrival in Qatar. But the staff was very rude and did not help me at all. They have not helped their customer and instead told me “they can’t help me”. In the end nothing happens. There is no counter to file my complain. This is the first time I encountered people like these. They should not be working at the desk with this attitude.

My luggage was lost on a flight from BAH to DXB on December 27. I filed a missing luggage complaint with Dnata on the same evening. On the 28 evening, having received no updates, and unable to reach your customer service, after calling 3 times and waiting 50 min each time, I went to the Dnata lost luggage counter at DXB. I was told that my luggage would reach me on the 29, that I would get a call and that Gulf Air has a delivery service. I arranged to work from home with my employer. I waited ALL DAY. I tried to reach your customer service: it rang for 1 hour, no answer. Today I went to the Dnata counter again: my luggage was there. Would it have KILLED YOU to call me? To let me know that my luggage has finally reached? Your customer service is a joke you are damaging the Dubai image with your incompetence.

Dear Sir,

I am Alex Dominic, travelled on 17 June 2022 from Istanbul to Dubai on Emirates flight (EK124. MHX6ZB ) and again i travelled from Dubai to Kannur on Go First Air on 18 June 2022 (Booking Reference - BY7EQT). When i reached Kannur Airport on 19 June 2022 I found my baggage was lost. I don't know where it lost. Please take necessary action to track my baggage. Am totally disappointed. The same day I gave a complaint to Go First Air Office at Kannur Airport, and many times I follow up via phone and send mails and once I directly went to Kannur office. After many months they told me to complain in Dnata office at Dubai. So please help me to track my baggage.

From Mumbai to Dubai one of my bags was misplaced. I filed a complaint with Dnata Lost Baggage counter. I emailed them for 2 days about my bag but there was no response. On the third day after waiting for over 30 mins on waiting I go t thru the Customer service and was informed the bag had arrived a day earlier. When I asked the lady why I was not informed, she made excuses and told me it was not her job to inform the customer.

When I went to the airport to collect my bag, after waiting over 15 – 20 minutes, I informed the counter lady about my bag. She reviewed my document and told me the bad had arrived but was not aware where it was. The helper staff was nice and requested me to walk and check the bag in the storeroom which was completely unorganized with bags all over the place. I told the reception Filipino lady that how can I search for my bag as I would have to move other bags, she got angry telling me why I entered the storeroom. I told her that the helper staff told me, and she was like you need to leave now. I walked out and asked her to inform the staff to check for the bag. She spoke to her Helping staff supervisor “Omar”.

Then my daughter spoke to the other Indian counter operator (who was nice) who told us to wait, and they would check for the bag.

Omar told me the bag was not in the current location and would have to go to the other location to check which will take 15-30 mins. when he returned after 30 minutes, he informed that he cannot find the bag. I had to argue with him that the bag had arrived as I was informed by Customer Service. He told me to wait and would go check again. I told him I could accompany him, so I can identify my bag and help him. He told me the other store was not open for public. So again, I waited for 15-20 mins. When he returned, he came empty handed. When I requested him, he told me to wait while checking his phone. Again, I approached the Indian Operator asking her the status. She spoke to Omar, and he told her I should sign the receive receipt for the bag. I was confused but played along. Omar then took me and my daughter walking al the way to the other store which he initially informed me was not open to public. He opened the store and said, “go check for your bag”. Me and my daughter kept looking but could not find the bag. Finally, I found my bag clearly hidden between 5 bags. I took my bag and Omar has a smirk. I told him thank you and asked for his name.

He did all this just to trouble and make me and my daughter wait for over 90 mins to get our bag.

I did not expect this in Dubai where everywhere the service is the key to customer and the government is always winning hearts of people. This was my first bad experience in Dubai. I hope the Dnata team take appropriate action and improve their service.

Hi.

I arrived from Heathrow early morning 00.45am 23/12/2022 (scheduled arrival of flight 23.45 -22/12/2022). My two bags are missing and I registered with baggage service reference # DXBBA18476. I am trying to followup but no direction. No body responds the call. I haven’t received any email on baggage and we are stuck. 2 baggage’s include all necessities and some gifts.

Looking for some quick help.