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Reviewed Aug. 18, 2023
Attention all prospective travelers considering Emirates Airlines for your upcoming trips, we would like to bring a recent issue to your attention. It has come to our notice that Emirates Airlines has been canceling fully paid and confirmed seats without providing any prior notification to affected passengers. This unfortunate situation has arisen due to a technical glitch within their system.
Regrettably, our own confirmed seats were among those canceled by Emirates Airlines due to the aforementioned system malfunction. Consequently, we find ourselves in a stranded situation, with Emirates now requesting us to pay the full ticket price once again if we wish to secure new confirmed seats. Allow me to provide further context. Initially, we purchased return tickets and carefully selected our desired seats, feeling assured that our travel plans were well-organized and secure. A few days later, while exploring options for a potential business upgrade, I innocently clicked on the upgrade button within the app but did not proceed any further and exited the application.
To our dismay, upon checking our selected seats after a few days, we discovered that our chosen seats had mysteriously disappeared. We contacted the Emirates USA office to inquire about our seats and make seat selections. To our surprise, we were informed that our seats had been upgraded to business class, and seat selection would only be possible 48 hours before the flight.
Following this information, we proceeded with our departure flight to Pakistan. During our time there, I became curious about how our seats had been upgraded. Upon reviewing our itinerary, everything appeared to be in order, and all return flights were confirmed. However, when I reached out to customer service for clarification, I was informed that our seats had been canceled due to my previous click on the upgrade option. To secure new confirmed seats, they demanded a payment of $8,000 for economy class or $20,000 for business class.
I expressed my frustration, questioning how they could cancel our seats without our consent or any form of notification. The customer service representative simply stated that this was the procedure: if you click on the upgrade option but do not proceed with payment, your seats are automatically canceled. They further explained that since I had not made the payment, the business class seats were not reserved. I argued that by not making the payment, it should be understood that I did not wish to proceed with the upgrade. I found it unacceptable that they canceled our flight without any warning, consent, or notification, and yet they continued to insist on the $8,000 payment.
Subsequently, Emirates placed us on a waitlist and instructed us to check the flight status daily through their app. I had to continually contact them to determine whether our seats had been confirmed or not. It is truly disheartening to witness the greed displayed by Emirates in this situation. Despite the fact that the mistake was entirely theirs, they have shifted the blame and financial burden onto us.
In light of these circumstances, we have made the decision to book a flight with Qatar Airways instead, at a cost of only $8,000. Emirates, on the other hand, insisted on an additional $8,000 payment for our fully paid tickets, despite the fact that the cancellation was due to a glitch in their own system. Not only did they fail to offer us an apology, but they also had the audacity to demand more money from us. This behavior reflects poorly on Emirates, and they should be ashamed of themselves. Emirates has given no authority to customer service whether it's chat or on call. And there is no way you can contact someone with authority in Emirates
Reviewed July 12, 2023
My son and I bought tickets to travel on Emirates on June 14, 2023 from Miami to Thailand. My son uses a wheelchair and a ventilator. We boarded the aircraft and after about 1hr, they decided to deboarded us, noting that they need more medical info on my son. We were so disappointed and devastated but we went home and submitted all they requested to Emirates medical team. The medical team in Dubai gave us medical clearance to travel.
We went back to the airport on June 19, however, The supervisor at the check in desk refuse to let us board despite my son having medical clearance. The team supervisor was so incompassionate and didn't care that we have spent money and put a lot into travel only to be turned back with no remorse. I would not recommend anyone to travel via Emirates, especially if they are disabled with a medical condition. I wrote a complaint but they responded with much so much inaccuracies. I tried to respond to the link they provided but their system doesn't allow it.
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Reviewed May 22, 2023
This is the worst airline as the customer service provided by call center including airport counter staff was terrible. I spent many hours for on the phone multiple times and I was provided misleading information that could not be trusted. I sent a complaint to their customer affairs and they did not check anything, listen to any calls and responded as if nothing happened. This is the first time I flew this airline but will never fly again or recommend an one to fly. Customer service is not a core value and will not use ever in my life again.
Reviewed Feb. 22, 2023
I would like to say that the staff working for this airlines is disgusting. They do not assist with real issues. They also do not help you when you are stuck in other countries. I visited India with them and they would not allow me and my family member to board the flight. My sister had an issue with her visa and it was resolved, they still did not allow her on the plane even though the plane did not leave. The manager was called and he had a nasty attitude and refused to help me. All they told me was I should book another ticket. When I called the number they gave me, it was not even a working number. Then when I found the number on the internet, a flight for the same day was $3200 USD. The plane is not even luxurious to charge that amount of money for a flight. This is very unprofessional. It makes me not even want to visit India ever again. Emirates is also out of the book for an airline for me.
Reviewed Feb. 13, 2023
Emirates Airlines is a fraud! Adverstises to be a magical airline and had the worst experience of 10 lifetimes! Even worst: THEY SCAM people with their UPGRADES on the plane! You get an e-mail saying you can upgrade for $1800 from economy to business. Then "server" DOESN'T WORK. You go to the counter and it becomes $2000. Then the counter person says she couldn't do it, try on the plane for a "bit more". Well, I was charged $3600 per passenger to upgrade in the plane! Old, dirty, broken business seat with bad food and ok service! CHOOSE ANOTHER AIRLINE! They canceled my return flight after I complained!!!! Contacted top management Tim **, Consumer Affairs, in airport, forget it! They give you the run around only! DISGUSTING!!! ORLANDO TO DUBAI JAN 25, 2023. RETURN FEB 3, 2023.
Reviewed Jan. 11, 2023
Incredibly poor experience for such an incredibly expensive flight. We flew from Milan to Atlanta with a connection in New York. We were held on the tarmac for almost an hour and a half with no explanation. Not surprisingly, we missed our flight. I went to the counter to get rebooked to a new one. It took 2 hours for the (extremely rude) customer service representative to offer me a flight 24 hours later and a motel (1/5 star review on Google). They insisted nothing else was available even though we were seeing tons of availability on our own. Furthermore, they told us we would get reimbursed for Ubers and food during the 24 hours. I contacted Emirates several times and have had no such luck in getting reimbursed. They completely ignore you. Will never fly Emirates again despite the name brand. Give me my money for the Ubers and meals!
Reviewed Oct. 27, 2022
Our luggage was damaged and became useless on our trip from NYC to Milan Italy. The agent at the airport took pictures completed the report and directed me to purchase another replacement one. The item was under my disabled partner Alejandro **. I sent an email to the email provided upon returning. They took long to respond. They requested the receipt of my new item. They refused to refund stating that they only replace or repair the damaged luggage. The item has no chance of repair as confirmed by Emirates agent at Malpensa. How do you replace it if not refunding me for the new one?
Reviewed Oct. 13, 2022
I have traveled with Emirates (booking reference: **) and had a horrible experience in August and September 2022. I made a complaint to them with the following reference number: ** regarding my experience on the trip and described the issues I experienced in great detail. The airline was not empathetic towards the poor experience, overall service, and discomfort they had caused to me as a passenger. They merely apologized and brushed me off. I am very disappointed and I was hoping after making a complaint, they would be more understanding and compassionate for the discomfort I experienced which was caused by them. Unfortunately, they do not care and do not do anything to make things better. I will be strongly considering using other airlines after this experience.
Reviewed Aug. 25, 2022
31st July, I logged in to my Emirates account and tried to book my flights online. Upon doing so, there was no pricing or points information available for each options (Saver, Premium or Business, also differences in each for each flight time) and so I called the Emirates booking line. The representative (Angelo) confirmed that there is a website glitch and proceeded to assist in my booking over the phone. I made it abundantly clear to the representative that I am looking to secure business class flights in the most cost effective way (i.e. upgrade) and that I am happy to utilise all of my Emirates SkyMiles in securing my flights.
Also mentioned SEVERAL times that this trip is part of my Wedding and Honeymoon, I will also have a long Wedding Dress that will be onboard and needs to be hung in a closet (Can't be in overhead lockers). I asked the representative on how I could achieve a cost effective upgrade to business class and was simply advised to try my chances upon check in at the airport. He also suggested that by paying for my flights with cash and miles that I will save monies on the flight. Then proceeded to confirm that he made an internal request for upgrade and while that couldn't guarantee me an upgrade, will help my chances.
Few days later, I was looking at the Emirates website (still not working for return flights) but then playing with the settings on a one way flight basis. It was in this way that I identified that if I had actually paid for my economy flights using just cash, that I had enough points to upgrade both myself and partner to Business Class flights for the full return from Rome to Melbourne.
I called the Emirates booking line again, and after long wait times and being on the phone for over 1 hour 15 minutes, the representative (Diago **) said that I would have to pay $1,000 to cancel the flights if I wanted to rebook and use the miles for my Business Class upgrade! I asked to speak to the manager given these special circumstances and not being offered this option upon booking, but was denied the courtesy to speak with the manager. I asked countless times for simply to talk to the manager, and Diago consistently refused without understanding my situation and often talked over me.
I'm submitting this complaint as I should have been advised this option to utilise my points for Business Class upgrades when looking to book my flights - As the website was down (still down/doesn't show options) and I had no other way to tell and even asked multiple times the representative "How can I get my upgrade? What can I do to increase my chances? Is there anything else I can do?" and not ONCE was this mentioned. Should I have known this on booking day, that I can pay my flights with cash and use my points for upgrade that's exactly what I would have done! As such, I am requesting that my flights be updated to reflect as such that I wanted on Day 1.
After such back and forth, a supervisor called me back the next day. The supervisor also agreed and acknowledged that the representative did not provide all the options at the time of booking and without a viable working Emirates website, how am I to know the options to make an informed decision? I could only act on the information provided - which the supervisor did advise lacked all the options. The supervisor also agreed and acknowledged that I mentioned the website was not working at the time I called in to book. Supervisor told me to email him all my screenshots of the Emirates glitch and issue - which I did that day & got no reply. Supervisor also told me to lodge a formal complaint via Emirates - which I also did that day and also got no reply.
Simply wanting to refund my flights in full, simply so that I can REBOOK both of my legs to be flexi fares and have my points returned - I am being asked for the $1,000 cancellation fee. A fee that I am being incurred because an Emirates representative was not able to provide all of the information upfront? A fee that is your internal fee, and I am rebooking with you on the same call. A fee that I am told could have been waived in the first 48 hours but because I called on the 3rd day, is it no longer viable? BY THE WAY, I only found out after 2 weeks of chasing that it could have been refundable prior - the second representative also did not advise of this. This is how they reward loyalty. EMIRATES DON'T CARE.
Reviewed Aug. 9, 2022
Emirates has not paid me my refund for more than 7 months now. They keep giving me the runaround. Their Customer Service does not even bother to check any history of correspondence and keeps giving me the same stupid excuses. If this is the way Emirates reports record profits, by frustrating us so that we stop following up for the refund, then kudos to them. Excellent game plan. Their customer service is the worst. No one bothers to respond for days together, and when they do eventually respond, their response is absolutely useless.
Emirates Company Information
- Company Name:
- Emirates Airlines
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