Flydubai Airlines

Dubai, United States

Family Unfriendly!

As a mother of 2 years old twin boys, I have travelled frequently to many destinations through multiple airlines since my boys were 1 month old. Yet the worst by far is the one we had with flydubai lastnight.


We had no help with the twins whatsoever. We were desperate to get to the plane so the boys can get some sleep. However, the staff ladies have successfully made it impossible for us.


My husband has called Flydubai call center the day before our trip and has asked if it is necessary to bring carseats for the boys safety as they have recently turned two, the employee has confirmed on the recorded call that we should book 4 seats and its definitely preferable to bring the carseats on board as its more convenient for such young age.


As we followed his instructions, and out of great concern for the safety of our boys, me and the nanny have bothered to carry 2 boys, 2 carseats, a double stroller and 4 handbags all the way to the plane just to face 2 ladies who had no idea how to install a carseat appropriately to the plane seat! Later, I have been given numerous excuses as why not to bring the carseats on board. Each lady had her own unreasonable excuse, and I had to argue with each one of them while holding my sleepy overexhausted twins. 


One lady who was decent enough to help and understand the needs of my babies, her name was Katalina, she tried to install the carseat forward facing and it was not fixed to the seat underneath. Knowing the danger of this, she refused to leave it as is, though her other russian colleague was urging her to " just leave it " many times, jeopardising the safety of my sons and cruelly not caring for 2 years old passengers safety! 


Another flight attendant comes in, as she refused to handle the second carseat to our nanny, she wanted to take the other seat for so many reasons that she was not even sure of. Every minute she gives a new reason and changes her mind. After discussing with her that we have called and checked and followed your airline's instructions she yells at me saying "I am the decision maker here". She did not understand that I am looking for the safety and convenience of my sons and we are not in a jungle fighting over power. Even if she was the decision maker I can tell you she lacks the minimal decency of an air hostess just by mentioning this issue infront of a passenger.


She suggested to move the carseats to business class as she said " she had only one passenger", with great sarcasm. And suggested that when the seat belt sign is gone, my nanny can come and take the carseats. Indicating that there will be zero help from the crew staff and we will have to bring them and install them on our own, while holding 2 babies. 


At this point, I had no power to even respond to any of the passengers who were trying to help with the twins and showing their resentment to how the hostesses are acting. We just did what she said.


After take off, our nanny brought one carseat. Katalina has surprised me with how helpful and caring she was. She understood that the boys need some time to rest after what we have been through and she helped with installing the seat for the sleeping boy. At that time, I have lost all my energy and I just wanted some quite time so the boys can sleep. 


Few minutes later, a new arabic blonde lady comes over, and says that the carseats we have were too big and "as I am supposed to know" that this aircraft is small! I am a doctor and I do not care to know anything about aircrafts, but I know enough to tell you that I have the chicco 30keyfit carsets that are certified for usage on an aircraft (FAA approved) worldwide. Moreover, we have travelled with different airlines and never faced such an issue as their staff were trained enough to install the carseats by the time me and the babies have arrived.


This Arabic blonde (Algerian/Moroccan) lady has raised her voice at me and left while I was talking to her, with other passengers families around us witnesssing and willing to testify.  


I had a very bad experience with your airlines, and no one would accept such treatment. I have all the right to defend my needs and my family's needs on your air flight. Having had previous experiences with other airlines it is obvious that you are falling way behind.


I am raising a complain on each one of the cabin crew ladies, yet recommending Katlina as a great human being and a hostess. Dealing with families and young kids requires being considerate and tolerant. Yet, the air hostesses on this trip has shown none of them. They have reflected a bad image of your airlines, not only for me, but also for all the passengers that were on board.


I will not hesitate to raise my complains to higher authorities and consumer rights, and spread the word on social media and mom's groups. As the safety of my family ws jeopardised and the physical and emotional comfort of my boys was not taken seriously. Every family deserves to be treated with utmost respect and dignity, and if not so then your services are underqualified and insufficient as an airline company.


I do not need free points or any of your lousy services, I need actions to be taken against all the air hostess mentioned in my email. This is the least expected from your side as an airline caring for their passengers.


Thank you,

Lubna Al-Halaseh.