My Response From At The Top, Burj Khalifa Regarding My Disappointing Experience
I gave the recommendation to avoid the premium experience at At The Top, Burj Khalifa in Dubai due to what I perceived as being deceived when I paid a premium equivalent to approximately $102.00 where part of the experience was supposed to end on a floor designated only for those who paid the extra money.
Recapitulating My Experience
At 456 meters above the ground, and one level above the At the Top observatory, Level 125 offers you a spacious deck to enjoy the stunning 360-degree view of the city. This level also houses one of our newest attractions, Dubai – A Falcon’s Eye View that allows you to explore the city from a unique perspective. Enjoy personalised attention from Guest Ambassadors Learn fun trivia about Burj Khalifa and the Dubai skyline Capture your Burj Khalifa moments forever and integrate reality and special effects with green screen photography See prominent destinations in Dubai through Dubai – A Falcon’s Eye View experience.
I did not get to experience any of that at all despite having paid a premium for that. Instead of a spacious deck, I got to “enjoy” the crowds on Level 124, which had very few places where a person can sit. I made the most of it — but I should not have had to do that. If I wanted to do that, I could have paid significantly less money in the first place.
At no time was I informed that there were any “irregular operations” with the premium SKY experience, for which I paid an extra $102.00. As a result, I felt like I was cheated and deceived, which left a sour taste in my mouth of what otherwise could have been a pleasant and positively memorable experience at At The Top, Burj Khalifa.
If you must experience an observation deck at Burj Khalifa, I recommend that you do not waste your money on SKY. For one, there is little value of what you get in return for your money with the minimally better view; not having to wait in line; and the ten dollars — I am being generous here — worth of pastries, juices, dates and Arabic coffee. Go for the standard At The Top, Burj Khalifa experience instead if the line is not too long. Give yourself a minimum of one hour to enjoy the experience; and you can stay as long as you like until the official closing time that evening.
Treating customers with deception even once — never mind on a regular basis — will cause customers such as I to be “one-timers”, as I certainly do not intend to return there. They should be ashamed of themselves for not giving customers who are paying premium fees important information which significantly affects the experience as advertised — or, at least, give the customers some sort of a discount as compensation. They chose to do neither. That is simply wrong and inexcusable.
My Response From At The Top, Burj Khalifa
When I saw this photograph of Burj Khalifa by Andy Luten of Andy’s Travel Blog, I was reminded of my experience and searched for the article which gave an update — only to realize that I had never written that article; so here it is.
I submitted a note summarizing my disappointing experience at At The Top, Burj Khalifa; and I received the following e-mail message on Sunday, June 21, 2015 in response to my note:
Thank you for your valued feedback.
The highlight of a visit to At the Top, Burj Khalifa SKY is the access to level 148, featuring the world’s highest observation deck, complete with complimentary refreshments and guided tours.
The journey does offer a stop-over at level 125 for degree views of the city. Unfortunately, on the day of your visit, the level was undergoing maintenance. To avoid an incomplete experience at this level, your journey was directed to level 124. Level 124 offers the same breathtaking panoramic views in addition to a spectacular outdoor terrace unlike 125. Hence the experience is ideally chargeable at an additional AED 125.
At the Top is a key tourist attraction and guest experience is of the highest priority. However should you be keen on exploring level 125 on a future visit, we will be happy to extend a reschedule of your visit for a duration of six months (on or before December 21st, 2015). You are also welcome to endorse these tickets to family or friends visiting Dubai during the time.
Thanks once again for writing to us. We wish you a great day ahead.
With kind regards,
At the Top, Burj Khalifa
Well, a lot of good that was going to do for me. It is not like Dubai is convenient to where I am based nor do I travel there every week; and I certainly was not going to go out of my way with costs related to airfare, lodging, food, ground transportation and other expenditures just to experience level 125.
Needless to say, I did not take advantage of their offer. Although I was not expecting it, I felt that a partial refund would have been more appropriate towards good will for me, the customer. Regardless, the response soured me even more.
The lesson here is that spending extra money does not always mean a guarantee of better customer service.
I maintain my recommendation to ensure that my paying an extra $102.00 was worth it, all I ask of you is to avoid the premium experience at At The Top, Burj Khalifa in Dubai.
Photograph ©2015 by Brian Cohen.