On Tuesday 4 May I booked a flight for my daughter, nephew and brother ex Melbourne to Auckland. I was charged $1024.83 for all 3 flights, was sent the itinerary only to find out my Nephew's name was Miss instead of Mr or Master. I asked the booking person to amend and he put me on hold for about 5 minutes while he had to check and then advised he had to make a separate booking for the correction and asked for my credit card details again. I asked why when he had already charged me for the first one and he said, the first charge will be void and the money would go back in straight away. I received the second booking another 290.81 went out of my account for the second booking. After checking the next day the money had not gone back into my account and so I called them and then was advised it will take 48 hours to process. I checked again Thursday night and nothing had changed. Friday morning I checked my account only to find out they took out another $1024.83, putting my account into overdraft. I called Emirates gave all the details, the guy put me on hold for 7minutes and then i got disconnected. I called back furious and demanded to speak to a supervisor or Manager and refused to re-explain myself again. The lady put me on hold again for 5 minutes and then i ended up speaking with Supervisor - Gazala Khan. I explained the above situation and she apologised and advised it will take 48 hours for the money to be reversed back into my account. I find this totally unacceptable service for something minor they stuffed up, costing me money out of my account, the money spent calling them via my mobile phone because i don't have a house phone and the money has been reversed into my account, i have spend time on the phone to my back to explain why i shouldn't be charged an overdraft fee, which i think is about 25-45. This is the first time i've had an issue with Emirates as i am a Skywards member as well and book flights for my whole family on their airline. I hope they can put a system in place to send a pre-booking or something to check all the details are correct prior to being charged. I thought i would put this up as a complaint as I know every business deserves feed back whether they did a good job or a bad job!!
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