Maxine K.
Extremely Disappointing Experience
Extremely Disappointing Experience with Marhaba – Serious Staff Error and Complete Lack of Accountability. I am extremely disappointed with the service provided by Marhaba and, even more so, their subsequent handling of our complaint. My daughter was incorrectly taken to the WRONG AIRPORT TERMINAL by a Marhaba staff member. Thankfully, she was monitoring her departure gate information herself and realised the mistake. Had she not been checking, she would never have known she was in the wrong terminal. As a result of this error, my daughter was forced to make her own way from one side of the airport to the other, in extremely high temperatures, desperately trying to reach her flight. She made it to the aircraft just as the gate was closing! This was an incredibly stressful, distressing and completely avoidable situation, particularly when we had paid for a service that was supposed to assist her through the airport. To make matters worse, Marhaba were not contactable at the time of the incident, when assistance was urgently needed. I subsequently emailed Marhaba to raise my concerns and received absolutely no response. It was only after I lodged a formal complaint that they finally replied. Their response was equally disappointing, suggesting that airport gates can change. Whilst we fully appreciate that gate changes happen, a gate change is NOT the same as a staff member taking a passenger to an entirely different terminal! Mistakes can happen, but what is completely unacceptable is the apparent refusal to acknowledge the error, accept responsibility or demonstrate any genuine concern for the distress and inconvenience caused. We paid for a professional, reliable service and instead received carelessness, a complete lack of assistance when it mattered most, poor communication and an extremely dismissive response to our complaint. My daughter very nearly missed her flight because of their mistake. The fact that she managed to make it onto the aircraft was entirely due to her own vigilance and efforts, NOT the service provided by Marhaba. An apology and some genuine accountability would have gone a long way. Instead, we received excuses. Extremely disappointing and unacceptable customer service. Based on our experience, I would absolutely NOT recommend Marhaba.