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This day I will remember. THIRTY + years of
travel is reduced by a novice - in one
simple move. The old Chinese adage I recall
:
"At home an Elephant - abroad a
mouse".
Truthful statement, and what more than in glorious "Italia". Land of gladiators, and would-be-gladiators alike. Land of beauty, and land of marvel. Venice tops it all; celebrated city-without contest. Its inhabitants must rank the lowest though when politeness, and above all, stubbornness is concerned.
EMIRATES chose a new destination to fly to. What may have been because of economic considerations, some essential factors were totally ignored. Human development, key factor when it comes to human resources development.
Was it not me, another person would have fallen victim to the ill-conceived information, treatment and action by the EMIRATES ground staff. The time is 12.35 PM on 19.11.2007.
We arrive from Padova, ready to take the long planned flight to Dubai and Bangkok which commenced 2 months earlier in BANGKOK the capital of the Kingdom of Thailand. Little did I know that this will be my worst nightmare ever at a check-in counter.
And I hold EMIRATES responsible. They have reached their goal in getting where they are today because of loyal travelers like myself, and innumerous other ones. How much more would it feel, after flying years and years with the same EMIRATES and being a Silver Member of SKYWARDS, their frequent flier program, one is embarrassed, and stressed, by an over-zealous, ignorant employee who is not qualified for this job ? For, even reading the regulations, this employee and her colleagues, including her supervisor, is unable to have a clear vision.
Agreeable, Airlines rules differ. However, within the framework of one Airline, such as EMIRATES, there should be no difference. So, if you fly from say England, or France, or anywhere for that matter to the same destination, such as BANGKOK, THAILAND, same rules apply. Or should so.
In our case, it did not seem so. A well planned journey was coming to an end, and because of ignorance, to put it simply. Ignorance, from the check-in staff, her colleague, the ticket counter, her supervisor. And all of them collect good salaries for their work, or their intended work.
The check-in staff did not know, her colleague did not, and her supervisor did not. The ticket counter of EMIRATES was not only staffed by an imbecile, short of calling her stupid, she was ostensibly disturbed. She wanted me to buy a FULL FARE TICKET, (is this a marketing tactic of EMIRATES ??), nothing less. Even checking my flight itinerary and consequent bookings were not in her capacity. She kept on informing me of my canceled booking. And I should call the SKYWARDScenter.
What the SKYWARDS center has got to do with our apparent denied boarding failed to catch my understanding. The ground check-in staff could not let me go. Big confusion at MARCO POLO AIRPORT.
I did not have a RETURN TICKET to Venice, no onward ticket from Bangkok. What ? Never heard of 30 days permits issued to EU citizens on arrival ? No. Still, I can't let you travel.
Venetian culture may be known around the world. Equally, Venetian ignorance, and impoliteness so. But this ? Unheard of. Whilst all travelers on arrival in Venice were stranded in the rain, and the umbrella closed over their heads by some Venetian barkeeper at MESTRE, this stubborn imbecile master of check-in hit the tops in ignorance.
The current immigration rule in Thailand is : for EU citizens : no Visa required, but no more than 90 days of stay within a 180 day period. This has become an enforced rule because of widespread abuse by a number of EU passport holders, seeking un-authorized employment in the Kingdom. Because of this, innocent always invariably suffer.
Now it was my turn to explain, that I fly to Thailand for over 30 years, enjoying the magnificent Cultural and culinary delights THAILANDhas to offer. My passport has all the records. I claim to speak the language and know the country well, having contacts on professional levels. And I know the rules.
We know EMIRATES staff all around the globe. We know senior managers. Now this. Why has EMIRATES become so involved with Venice when it can not handle the office well enough ?
The supervisor is called in. No return ticket, no fly. It gets better. Why did EMIRATES Bangkok office not inform us about this regulation, when issuing us the return tickets in BANGKOK ? Don't know ? They should not have let us travel to Venice then.
After countless attempts, the supervisor seeks clearance from DUBAI. Within a few minutes, the responsible in Dubai gives his green light. The supervisor apologizes, keeps insisting that it is not his fault, regulations. Standing ill. stressed and confused, I am handed an invitation to the Business lounge in Venice. A meager gesture to let these guys of the hook. They deserve reprove, a complaint is in place. I am nearly shattered with my nerves. Bangkok Immigration, never having any trespassing of Immigration laws, never over-staying, always correct in 30 years.
Will they return me ? Will they deport me, or even throw me into jail in Soi Suan Phlu ? Don't know, maybe 30 years of experience does not count anymore. Because the Venice airport staff knows much, much better than me. I sit on edges, hardly being able to conceal my nervousness. Thank you, Venice EMIRATES, you made my day.
When I land in Dubai, Should I buy a ticket now to continue ? Or should I do what my senses tell me. Ignore a fool. Years of experience prove to be a better teacher, being in the jungle, be it in the Tibetan mountains, or as this in Venice.
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Dubai eases my frustration, the Business class lounge is a haven amongst Business class lounges worldwide. This is a fact and I would not go back on this statement. Whilst the business class lounge is a five star establishment, the Venice Emirates office compares to a African cattle railway station facility. Only there would I have come across such individuals.
When I leave Dubai on the morning flight EK386, my calm has returned. I contemplate all does not make sense. The whole story is unreal, a fiction novel brewed by the imaginary yet naive mind of a solitary mind, having not the slightest idea of what Bangkok looks like, or how it ticks, moves. Bangkok is not like any other city, a jewel on its own. The rest are myths, tales of the 'City of Angels'. Thirty years of continuous travel, business and pleasure have taught me sufficient to unravel the mysteries of this gorgeous, exotic wonder. It has not failed me in the past, I will not fail it. After 30 years the city still has not lost its spell, there are always new wonders to be discovered. More of it after.
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Flight EK 386 descends to Suvarnabhumi (speak Suvarnabhum) Airport. The new Airport is located 30 Miles outside Bangkok on the Bangna - Traad Highway. When we touch down, familiarity overcomes me. It has been 2 months since I left, and I miss Thailand. I miss the smiles, long lost in the cold cities of Europe. I miss the gaeng kiu waan (green Curry), the kai ya zhai (Thai fried omelette ) or the famous Paad thai (Thai fried noodles), if not the Kuay tiaow paa (the famous fish ball soup). The list goes on and on.
But I am to face something new, yet unheard of. Expecting the unexpected, I move to the immigration counter to face the friendly, inviting smile of an Immigration official. It takes 30 seconds to alleviate my worst fears. 30 seconds to eternity. A smile, and : 'welcome to Thailand' is all that accompanies the stamping of my passport. And my prayers are answered, my life is normal again. Without return ticket.
P.S.: 
I will continue my journey in due time. And I
will not break the laws in the Kingdom of Thailand by coming here
to enjoy its beauty, sights, its culture and its culinary
delights.
Thank you Emirates for making this possible.
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Epilogue
Stubbornness combined with imbecility and ignorance are a deadly mixture when it comes to customer service. What has made Emirates so great was its in-flight service. Not so the Station Offices, unfortunately. Although, Venice bottoms the list when comparing other stations.
Seemingly the horse pulls the wagon. Perhaps the EMIRATES corporate management has laid its priorities wrong ? Maybe the manager in Venice is not fully capable of handling this difficult task ? I don't know. What I know after many years of Management, is that if the boss has no control, the staff plays their own rules.
I am on a field trip, a large scaled campaign, that will involve full coverage on the web 2.0 and all its powers. The world must know what to expect when you travel to Venice on EMIRATES.
I will keep you posted on the response of EMIRATES.
P.S.: Padova - the Basilica of Saint Antonio -
next.