Consumer Complaints and Reviews
I have booked with Emirates Airlines for quite a long time already along with my family. At the time of booking I was not able to select the seats because the seat selection wasn't open (generally open before 60 days on flight). Before 30 days of my flight, I thought to select the seats but found that each seat I have selected is asking fro extra charges. I called customer service and they have told me that seat selection policy has changed and now you will have to pay per extra charge per seat. I will never travel with Emirates in future...
I always prefer to fly with Emirates, and willing to fly again in July 2017, but disappointed when they do discrimination or unfair with their clients. I booked my ticket last time from Khartoum and I got a luggage allowance of 2pc, same if I book from London, but this time I am booking my ticket from Lahore to Khartoum and I am allowed to carry only 35 kg which is not fair. Why are they people in Lahore not paying full amount to Emirates. This is totally unfair and I have to choose a different airline which offer 2pc to such a long-haul flight. Emirates have to change their policy.
I was flying Emirates airline to India in February. I missed my last connecting flight to Calcutta, India from Dubai. It was entirely my mistake. I went to customer service desk and was advised it would cost me $600 for the missed flight with no comments or information regarding my ticket being out of sequence. The rep advised me I didn't have to book the ticket with them I could go through a different carrier, which I did as the flight was $275. I asked about my baggage and they said that it would follow my flight no problem. The customer service rep did not say anything about my ticket no longer being valid or that I would have to pay in order for my flight to be valid on my return journey.
After travelling extensively throughout India, a month later get my confirmation flight details the day before my flight home. I go to the airport and am told I no longer have a ticket cause I didn't complete the last flight on the arrival flight. I advised them the situation and explained what happened and they said, "Sorry your ticket is no longer valid." I tried to speak to an Emirates rep and they had known that could do anything for me. I then had to pay $750 for another ticket to return home. Only way to leave the country. I paid the ticket under protest and went to Dubai and tried to speak to a customer service rep about the instance, "You have no choice but to file online." I did, explained everything and did not get a response until almost 60 days later. No ability to talk to anyone verbally only a email sent to me indicating they denied the claim.
I proceeded to search the internet to find a method of contacting the individual on the phone and I was able to call the rep. Emirates will not take direct phone calls you can only leave a voice mail msg which I did for 2 weeks before Carolyn ** contacted me. I explained everything and she had sympathy and agreed she couldn't understand why I would choose another airline. I explained no one told me ticket invalid and what individual would buy another ticket if they knew they had to pay.
She offered 10,000 skyward points because she could see I was very upset. I told her I wanted to speak to someone higher up. At first she said there was no one. Upon my insistence she forwarded me to a Manager by the name of Susan ** on May 30th. I then got another voice mail and no person when she forwarded the call which I was told would be the manager. I have now called almost every day since May 30th and she has not returned my call. I need some assistance to get this resolved.
I have been writing to Emirates, I have been posting on their FB page, I have been trying hard to get their attention about my plight, that I had to go through a 17 hour flight, every single time I had traveled with Emirates, but all my cry for help has been futile till date. I am a vegetarian and have been very cautious to order veggie meals at the time of booking and also extra cautious to call them 24 hours before and emphasize on the fact that I am a vegetarian. 4 times I have done the same thing, made sure that they are reminded about the 'vegetarian' thing from time and again and all this time they have promised to keep their word and all this time, without any fail/sense of shame, they have managed to break their promise every single time when I board the flight.
So, first travel: I request my pre booked veggie meal. They say I have to book it before. I say I have. They check and come back and say, they are out of stock (???!!!). Now, I sit there thinking, what now? So the minimum courtesy would be to try and provide the traveler something. They just leave. I call them back. They come back irritated (!!!). I ask them "What do you have." They give me a banana and a bottle of water. Great!!
Second time of travel: I tell them "I have already booked the veggie meal, called the customer care twice to confirm, the previous time I wasn't given any food." This time I had made up my mind to confront them, if they had any excuses to give. Well my fate!! They come back saying: "OUT OF STOCK." This isn't real, this isn't happening again! I tell them I don't want a banana this time. (No, no way am dieting my way through a boring, tiring flight!!). They bring me food, I open it and it's chicken. I ask, "What is this?" She says, "Uh chicken!" I see! I requested a veg meal. Blunt answer from her, "Nothing that we can do, the veg meals are over." "Err so what should I do with chicken??" "No don't eat the chicken, eat the mashed potatoes beside it." OO REAL MATURE!!
My 3rd journey: I am in for a fight this time! Called the customer care, told them specifically about my plight, underlined it 3, 4 times. They said they have jotted down my name specifically and that I can get back to them if I had a problem. This time I decide to put my foot down. The same series of incidents follow. I go talk to the group of air hostess clustered in the pantry and the whole group says they can't do anything if they do not have food!! OK NOW TELL ME WHAT SHOULD I DO??!! An apple, some juice and chocolate, were provided, to shut me up... (Great bribe!) 4th time: My husband was the victim this time. They didn't have steak and he was given chicken instead.
So my question is: Is Emirates, one of the flights that charge you twice than the other airlines, trying to cut back their expenses by not providing food to people?? Is this your way of reducing expenses?? We, the travelers specifically mark our food preferences, call and confirm 2ce-3ce to be sure and still when the same thing happens, what does that make us? A bunch of idiots?? I have written to them, their response was I should have booked in advance, when I gave them my flight details and number and specified about the pre booked meals, they didn't even show the courtesy to reply. On writing to them again, they said next time they will me more careful. Well there have been a next time always and I had to go through the same humiliation every time.
What prompted me to write a bad review: My friend traveled recently from DXB-SFO. I specifically told her about the quandary I had to go through. She, like me, is a vegetarian and had taken precautions to make sure she wasn't mistreated. Same thing happened, was provided a chicken meal and asked her to eat the steamed vegetables beside the chicken!! So if this has been happening for years and quite often, I really think the food business in EMIRATES is fraud. They don't stock enough food for the passengers, and come up with unbelievable excuses and solutions!! I am done with EMIRATES!!!
I AM DISGUSTED with the treatment I received in Dubai. I am nearly 70 years of age, suffer with arthritis in most joints in my body, I contacted Emirates to ask for wheelchair assist as well as informing that I CANNOT DO STEPS on my flight from Newcastle to Colombo. Received an email back stating, "All good no probs". They would use a hoist as the plane stands on the tarmac for passengers to disembark. Imagine my horror to find that on arrival at Dubai flying I had to walk down the steep steps from the plane then haul myself up on a bus for a long drive to the terminal building. A bus, on arrival at the Assistance Desk I was informed I was NOT on the list.
By this time I'm in considerable pain from my knees and hips, I eventually got a wheelchair and demanded to be taken to the Emirates transit desk. There I met a very arrogant and extremely rude man, explained my situation and asked if I could purchase an upgrade to business class and was told NO, and he walked away. After another nearly four-hour flight I was in extreme pain having to take Tramadol. I have flown all classes with Emirates from their conception when they were an excellent airline, now I advise any disabled travelers to go with another airline and avoid Dubai. I will never fly with Emirates again. Oh if you hope for good things from Customer Service UK... they follow the party line.
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I am an avid traveler & I have traveled to more than 10 countries, in different airlines. But this trip became one of the most horrible ones, all thanks to Emirates. They are very money minded & try to extract as much money as possible. We are a family of three. I had a baggage allowance of 30 kgs, & I had 31 kgs. They refused to allow it & asked me to pay for it. Even when I paid, they forced me to take 1 kg out, & carry it separately. When I asked them how I would carry it, they asked me to buy a new suitcase to carry the extra weight! Hand baggage allowance is 7 kgs. But they weighed even handbags & laptop bags along with hand luggage. Even if you have a handkerchief they'll ask you to weigh it too. We had a laptop & 2 handbags. They weighed our laptop bags & handbags along with our hand baggages (Which I've never heard about, in other airlines) & when it was more than 7 kgs, they forced us to take it out. We had to pay nearly 20000 rubles.
They were rude enough not to accept US dollars & we had to run around the airport checking for currency exchange shops. Even when we paid, they DIDN'T allow us to carry it along with our luggage even when we pleaded. They said we should buy a new suitcase for it. We again had to run through the entire airport to find a shop for suitcases. The idea is to extract money from passengers. If we have 3 kgs extra luggage, buying a new suitcase would make it to 7 kgs since the suitcase weight would add up too. And this would cause us to pay for 7 kgs instead of 3 kgs. They basically want to extract money as much as possible.
From 2 pm to 4:15 pm, we had to run through the airport like maniacs sweating so much, that at a point it looked like we'd need medical help. Thankfully we made it to board the flight right in the nick of time. The flight was half empty. While checking, if you're a dark-skinned person, they'd check you for like 20 minutes making you feel like low, while ** skinned people walk away in 3 minutes. The toilets were awfully smelly. The experience was a horrible one. I would never ever travel in Emirates, even if it's the only flight available to a country. I'd rather avoid the country than travel in Emirates once again.
I bought two tickets with several months in advance (three months, on March 2017) From Boston to Dubai, however, at the check in counter we were informed that we need a visa in order to travel. So, we decided to straight out this situation with the consulate and change our dates. First, they want us to pay $600 for not showing up, but that didn't happen, we were there two hours earlier, so after many complaints and phone calls to Emirates Airlines, they imposed us a $300 fee per passenger to do such changes. 2nd, they didn't offer any help with the visa situation, even though they promote such service at their website. (I found out about when I call customer affairs.) :/
I was given two websites to contact, websites that didn't really provide any help whatsoever. 3rd, when we finally found alternative dates to travel, they came out with expensive flights tickets (three times more expensive than the ones I bought on their website). The new tickets were so expensive that we can be better off just purchasing new round trip tickets again. The interesting part about this is that we were able to find a very cheap flight tickets at their website, but according to them, the system they have didn't have the same access. Fourth, after calling 15 times, I decided to ask for a supervisor to be connected with which they denied having.
Fifth, After being exhausted and overwhelmed for all the hassle and lack of cooperation from the airline company, I decided to contact Emirates Consumer Affairs, and after two days I got an e-mail in which I was informed that Emirates can't do anything to help me and that I signed a contract where I agree to all terms and conditions. They never offer any type of solution whatsoever, they basically don't care and they demand more money. I'm wondering if things will have a different outcome if I were a man instead of a woman.
I was travelling from Johannesburg to Hyderabad. Ticket Number: **. I lost my laptop and tab at Emirates counter because of Patricia. Unfortunately I brought extra luggage. I tried to swap luggage in to another bag but Patricia shouted at me and showed empty counter to swap the luggage. Patricia and few other people at the counter yelled at me. Someone was at empty counter. I assumed he was also a Emirates staff as Patricia was also talking to that person. That person was helping me to swap my luggage and he stole my laptop & tab. I realized lately that I lost my laptop and Tab. He disappeared when I went back to Emirates counter. I don't know why Patricia suggested me to go that counter. I paid money for extra luggage and I lost my assets too.
I had a trip to Bali scheduled in 2 weeks and my husband and I called Emirates to see if we could see what other flights are available to help us arrive in Dubai in the morning instead of the 7:45 pm. This would allow us to be in Dubai and see the sights in morning for 13 hours until our next flight going to Bali which was our final destination. Speaking with the Emirates Flight Reservation Agent, he confused changed with cancel and canceled our reservation in Business Class and proceeded to share that we can now arrive in the morning but we are on standby from New York to Dubai with possibility of missing our connection to Bali. Then he says we can get our business tickets back the ones we had originally bought and owned unless we paid 8k per ticket more to get the same ticket that was ours when we NEVER Adair cancel the flight.
The agent says the flights are full but could do standby in Economy. Laugh my ** off when I paid for Business Class. I had to speak with 3 different agents with NO ONE willing to make it right because their idiot agent confused the words stating that to them change means cancel. Pissed off that our entire trip is ruined. We aren't now arguing with idiot Emirates to get our money back! Why the hell would I fly standby in economy when I paid high dollar for Business Class. I WILL NEVER recommend this horrible airlines to anyone. Now I see why they only fly to certain locations because they are freaking horrible.
My mother purchased a return ticket from Emirates from Manila prior to boarding the flight Manila to Dubai: Ticket Reference: ** (Dubai-Manila). She travels a lot, since all of her children live abroad. As her travel plans have changed, she decided to cancel the ticket. We have applied for refund online and requested that the money be transferred in my husband's account reason being, that my mom doesn't have an account in Dubai, we have provided the necessary documents and authorisation. On March 11, we have received confirmation that the refund has been processed. Today, May 03, no refund was received.
The most disappointing part is following up, from their Customer Service, their Facebook account, the Central Refund e-mail. We even went to their Deira Clock Tower Office, Refund Counter. The agent has no clue what happened, no record of transfer in his system and promised to call. I have not received any call to date. They say the same thing, that the refund was processed, the transfer was completed. We check the bank everyday, no trace or proof of refund from Emirates. I trust this Airline, I have friends working in there, however this experience really frustrates me. We can't think of any means to escalate or directly contact their refund team. Why is it that when booking/paying a flight ticket takes 5 minutes, but getting our money back takes around 2 months? It's not much, but it's our money!
Honestly speaking, Emirates Airlines does not care about the babies on board who are just as important as other grown passengers. I called the airlines ahead of time to let them know that I was going to be travelling with two babies and to inquire how much baby milk I could carry on board and they told me that they were going to provide baby milk while we were on board because a passenger is only allowed to carry a certain amount of liquid baby milk on board as per TSA guidelines. Since I was flying from DFW to Dubai with 15 months old twins we had exhausted all the baby milk that we had been allowed to carry by TSA, at this point, we had to ask the flight attendants for baby milk and all they gave us was one bottle of less than 20oz. to feed both of my babies for the entire flight.
Every time I asked for an extra bottle of baby milk, the flight attendant would either say they didn't have anymore left or give a lame excuse. A couple of weeks later while flying back from Dubai to DFW, we decided to ask different flight attendant every time we had to request for baby milk and some would bring just one bottle and some would actually acknowledge the fact that we had two babies that needed a bottle of milk each. Most of them acted like they could only cater for one of the twins and the other one was basically invisible or non-existent to them. It was a terrible experience and if you plan on travelling with babies on board, either look for a better airline carrier that cares and provides for all passengers including the babies because Emirates is not that type of airline.
Recently I flew with Emirates from Dubai to Sao Paulo, Brazil. During flight I noticed that several big plastic bags filled with blankets and bed linens were place in front of two of the emergency doorways. When I questioned the flight attendance in charge she said it was "normal procedure" as there was no place to put it. When I insisted that obstructing emergency doorways was a serious threat, she replied that only during takeoffs and landing those doorways should be clear. I found it very strange to have several bags obstructing the doorways for many hours during flight and thinking if an emergency really happened, people would be really obstructed to leave the aircraft and diminishing their chances of survival. It was sad to hear from a company's representative that I respect that the problem I thought I had seen was not an issue.Thank you.
I traveled to India and Dubai on Jan 22 2017 with my husband who is Diabetic. Food delivery was too late, I had requested Hindu meal and my husband regular meal, so I get my meal ahead. My husband gets his meal after one hour or so. Then your flight is for 15 hours flying time plus the delayed flight. Plus the time difference.
If any one who slept off won't feel hungry but people like me who cannot sleep on the flights will be hungry. They just give you one meal. My Emirates flight started from Seattle at 9 am, flight was delayed till 10.30. Already people are in flight and then not that they start their food service right away. They waited another one to two hours before they serve. People have connecting flights. They had a chance to eat at the airport or no - no one cares. They give you one meal and the next meal is breakfast before you land.
I always told my friends that Emirates was best flight, but the Air hostess were not friendly and smiling. If you pressed the light button for air hostess to come like they were quite irritated. In between we were hungry and asked for some snacks. They don't have any fruits. They ran out. It was not a pleasant experience, like we pay so much dollars for good services.
EK404 Sin-Mel Dep 16 Mar @C23 @ 2140 **/ANTHONYMR ** SILVER. After boarding the plane and going to my seat, I became quite disturbed by a wailing baby in front so I moved 3 seats backwards. A Platinum Member then approached me to tell me I had taken up his seat. So, I got up and moved 3 seats to the right. The Platinum member then reprimanded me telling me I should go elsewhere saying that ALL the 4 seats were reserved for him. When I replied that as only 1 seat is allocated to any passenger at any one time and I couldn't see the logic of this and continued to sit there, he then summoned the Air Hostess, known to me as only Theo by her Supervisor Izabela ** who refused to give me her name. This happened @ 2315.
The hostess then repeated what the Platinum member who discriminated against me said that The Platinum Member is entitled to all 4 seats and I should get back to my original seat. After the hostess left, I went back to my seat on my own accord. I then requested to one of the other stewardesses that I need to speak to the Person-in-charge. Mr Amrit ** then came to attend to me apologising for the behaviour of Theo and Supervisor Izabela. He then asked me what he could do to make my trip pleasant for the rest of the journey. I asked him that my seat be changed and he allocated one for me in front of the toilet. I compromised with this even though and continued seating there for the rest of the journey.
There are many anomalies here that needs to be addressed: We all told to keep our seat belts on even when the Seat belt sign is turned off ~ is this only for the rest of us humble passengers and not applicable for Platinum Member ~ did the hostess infringe and Health & Safety regulations by allocating 4 seats to the Platinum Member. Was there any element of discrimination here because the Platinum Member was a male Caucasian and I am dark-skinned? Does Emirates practice Class Inequality where special privileges to an elite Group, the Platinum Class and not the rest of us?
Mr Amrit told me that a member of the airline would be calling me to look into the matter. As I have not received any calls of the past 2 weeks is the airline interested in its low echelon clients? My wife & I have been diligently supporting your airline of the past 10 years. As a result of this complaint and was directed to ConsumerAffairs to find 484 complaints against your airline. I am now convinced that we should look for another airline after singing praises about the airline for the past 10 years! I have written this complaint more for the interest of others who may be interested in becoming a customer with the airline so they can be forewarned unlike me who has been a loyal customer of the airline for the past 10 years.
Over 4 years back I was onboard a flight from London Gatwick to Dubai International. I was in aisle seat, asleep, belt on when a crew member at speed bushed the loaded trolley into my right knee. This caused me to jump and jar my back. The injury was above the surgery I had in 2008. The female crew member just laughed. She did not say sorry. I was in so much pain. All I was offered was a ice pack, which I rejected and self-administered ** that I take for nerve damage. The pain was so intense the ** all be a small dose did not help. I request they phone ahead and have medics waiting, which they did. When the flight landed I was taken from the aircraft to an ambulance that took me to the airport medical centre where I see a doctor who said he could not help and that I needed to go to hospital.
I was alone, my wife did not travel. I was just left to suffer. I was wheeled to a customer service desk, told, "Complete this form and mail to the address give," and I would hear after 30 days. In so much pain, I said, "No, get me a manager." After soon time two male members of staff arrive, that fully agreed with me and promised that someone senior would call me in the morning. That never happened. I did not receive one call from Emirates. I was left to fend for myself until my wife could fly out. I could not get out of bed for days. I took medical advice and it was a bad spinal sprain that need treatment and could result in future surgery.
The attitude of Emirates customer services is very very poor, the bigger they have grown the worst the service all. Because of the attitude of Emirates I have taken legal action and the case is soon to be heard. I am still stuffing to this day. I know if HH Sheikh Mohammed was made aware of all the customer complaints and review he would be horrified. Try and use other airlines. I know it's difficult because the service of Emirates is Direct. The are losing staff at a alarming rate. Loss of pilots is in the hundreds.
I have not yet flown with Emirates, but I have booked a flight for myself, my wife, and my granddaughter. My wife is partially disabled, and we are both 81 years of age. I asked if it was possible to have a seat with more leg room, for her. This was pointblank refused. Then I asked if we could have three seats together, I was told, "Yes, you can choose them, but there is no guarantee that you will have them. It will cost you $AU540.00 to choose them and this is NOT refundable, if we cannot fulfill your request." I always thought that when you booked a flight, they would do their best to accommodate your request. This appears to me to be blackmail and robbery, because nobody advised me that I would have to make this extra payment. There was no mention of this prior to booking. The staff are rude, nasty, and very ignorant.
DAMAGED PIANO AND NO POSITIVE RESPONSE. My Children's piano was damaged. And the complaint procedure on their website is unfriendly, it makes it uneasy to complain. Instead, complaint is dealt with from the US and they blame the passenger for late complaint. I also made effort to explain to their staff at the Toronto office after receiving email from the US denying the replacement of my children's piano, he promise to look into it but never respond to all the email and documents he asked me to forward to him in front of my daughter who owns the piano. The US staff asked me to contact my insurance to replace the piano; the staff also claimed in the mail that I did not complain on time, despite all the documents and proofs of calls and travel documents.
We (4) arrived on August 6, 2016. The piano was dumped at a corner despite the fact that it was wrapped in a box, and taped with a fragile tape (yellow Caution) in section D and a box over it at the pick-up area at the airport on our arrival but we never envisage that it would not work until we got home. I called airport number that I received from calling 1800 number, twice and I was told someone was going to call me back. But no one did. When I eventually got someone, she claimed they do not deal with such situation at the airport and will ask Emirates staff to call me back but no one did again. I took to Facebook and sent a message, and I was giving a email for customer service in the US. No positive result until date. The website is not complaint friendly enough. This is unfair to us. The staff at Toronto office never get back after two emails and documents to him.
My son's guitar was checked in the hold of A380 flight from Melbourne to Dubai last year. We bought a new Hiscox professional case for the trip (you can stand on them - check out the website). We delivered it to oversize baggage in Melbourne and witnessed "Fragile" stickers being applied. On arrival in our stopover hotel in Dubai we discovered that the body of the rosewood guitar was cracked in several places. I immediately emailed Emirates with photos of the damage. Liability was not denied. At Emirate's request I subsequently obtained a valuation for the replacement cost: AUD1500. I then received an email that offered USD200 and stated that the Montreal Treaty applied to this situation and that it specified this sum as the maximum compensation available.
This is a lie. The Montreal Treaty articles define a maximum in excess of the amount I am claiming and offer no mechanism by which the sum can be reduced unless the customer is negligent or the packaging inadequate. Subsequent emails repeated the same lie and ignore my very specific question as to how they interpret which particular part of the Treaty to reach their conclusion. They do not respond to my subsequent emails. Emirates was fined by US and Canadian transport authorities in 2009 for exactly this same behaviour. Attempts to get assistance from local offices or by phone are futile. Trying to make a complaint online leads to dead ends.
The web gives countless examples of frustrated customers trying to deal with this airline's numerous failings. Lost and damaged baggage, and theft from delayed baggage would seem to be common. I would recommend no one put fragile luggage in the hold of any Emirates plane. I am taking them to Court and will probably spend a few afternoons under the shady trees in front of their Melbourne office with a sign and some leaflets expressing my dissatisfaction. I also intend to post this same information on all the travel blogs and websites that I can find.
On 19 Feb 2017, I was due to depart on Flight EK132 Moscow-Dubai and onward flight to Sydney. I arrived in Moscow Domodedovo airport at 9:30 PM, 2.5 hrs before my flight departure time of 11:55 PM. At the Emirates check-in counter, I had 2 pieces of check-in luggage, and 1 small carry-on luggage. After processing my 2 pieces of check-in luggage, within the carry-on luggage was my daughter's ice-skates that I was bringing to her to Sydney. I told the male counter staff about the ice-skates and later showed him, even suggested if he could arrange to put the ice skates in with my check-in luggage that had already gone. The male Emirates staff member said, "The ice skates could be taken on the plane with her without any worries."
Trouble started when I attempted to go through airport security with my carry-on luggage. I was told by airport security I could not take the ice skates with me on a plane. I explained that the Emirates counter staff member assured me that it will be allowed. Security was adamant. I requested to drop the ice-skates downstairs to my husband but was told to wait for an Emirates Representative to assist. I collected my carry-on bag, called my husband to wait to give him the ice-skates.
Time felt like it was passing quickly especially since my flight was leaving soon. About 20 minutes later, an Emirates supervisor arrived, finally. My flight was closing their gate in 30 minutes at this point and I was getting nervous about missing my flight. The Emirates supervisor took my boarding pass from me and escorted me back to the terminal. I requested he wait for me while I drop the ice-skates downstairs to my husband so that the supervisor could assist me with airport security again and get to my flight on time, given I had to wait for him for a long time in airport security. He said, OK. I quickly went downstairs to the public area to drop the ice skates to my husband. I returned and the supervisor was nowhere to be seen. I was faced with extra long queues at airport security which took another 20 mins to pass through.
I approached the Emirates flight gate only to be told that the gate is closed and my plane was already departing. There was three Emirates staff at the gate counter including the supervisor who originally escorted me from security, the counter staff who wrongfully advised me the ice-skates could be taken on the flight with my carry-on luggage and one other. The supervisor and another staff member came toward me and said, "Your flight left 10 minutes ago and your luggage was taken off the plane." The supervisor was unbelievably rude to me as he said this. I was completely shocked. The counter staff who wrongfully advised me then joined us. It was then the supervisor asked him if it was him that wrongfully advised me about the ice-skates on the plane, he was silent for about a minute. He then said, "Yes, I did." The supervisor then said, "Anyway, it's your fault!" as he pointed at me?!
The supervisor then took my boarding pass and was told to take this up with the Emirates Duty Manager. I was given a phone number to contact and they left without any further help. It was now 12:10 am, 20th February at the International airport. I was told I could not retrieve my luggage until I see the Emirates manager who wasn't returning to the airport until 9 am?? I said, "what do I do now and without my luggage?" The supervisor said, "It's not my problem. You have to see the manager."
I went to the waiting area, attempted to call the Manager and after many attempts over the past hour, there was no answer. I again, sort help with Emirates ground staff back at the check-in area/customer service but all I received was rude and unhelpful answers. With no public bus/train transport available at that time and no help from staff, I had to stay at the airport until the manager was to arrive at 9 am the next morning!!! I am a 56-year-old woman, traveling alone that normally requires airline staff assistance on long-haul flights. I started to panic.
My daughter (living in Sydney) was due to give birth to her second child and was the main reason for traveling to Sydney. I called my daughter approx. 1:30 am (8.30 am Sydney AU time) to relay the sequence of events. My daughter and her husband called Emirates in Sydney after learning of my experience and the dismal service I had received in Moscow. My daughter managed to secure another flight but ended up paying an additional AU$400.00 to exchange my ticket for a flight departing at 11:55 pm on 20th February. It took about 2 hours to resolve the change of tickets.
The Emirates Sydney staff could not believe what had happened to me from Emirates staff in Moscow and said they would need to investigate further. There was no help from Emirates staff in Moscow nor did they want to help, dismissing me to see the manager when he arrives at 9 am! Given my husband was working, and there was limited public transportation available I ended up having no choice but to stay in the airport public waiting area until the manager arrived. I was so distressed that I hardly slept.
At 9 am I returned to the Emirates check-in area and requested to see the manager to retrieve my luggage. The Emirates counter staff were different than the staff from the night before. I explained the situation again, and couldn't believe this staff member was just as rude as those the night before. It felt like Emirates Customer Service was completely non-existent in Moscow compared to other cities I have experienced. The staff member said in such a sour tone, "Go to level 3 to retrieve your luggage and wait for manager." I took the lift to Level 3 and waited for the manager. I was calling him for an hour but did not arrive.
In an unexpected turn of events, a cleaner passed by who overheard my attempts to calling the manager. She said, "Don't wait for Manager, go see the Director" pointing to the Director of Emirates office on Level 3. "Go see him and tell him about what happened to you," she said. I went to his office and managed to see the Director. I then explained my situation. I was interrupted as my daughter was calling me at the same time. After briefly speaking to my daughter I then passed the phone to the Director to continue my discussion with the Director. My daughter is a seasoned traveler and frequent flyer of several international airlines and was well-informed from Emirates Australia of its ground staff procedures.
The Director was helpful and empathised with us but also, he wasn't surprised about my experiences with the ground staff I referred to. He said, "I'm aware of the staff you talk about and I will report your matter, investigate and recommend compensation to you." The Director had arranged for an Emirates staff member to help collect my luggage from Airport storage area but I was charged $70 because of the Emirates supervisor placing there the night before instead of giving to me. He also suggested that I stay at an airport hotel until her flight just to get some rest but it was at my own expense. I decided to contact my husband at that point to come collect me and we went home. My husband had to take a day off work to help with transport and collect luggage. I returned at 9:30 pm that night and departed at 11:55 pm without issues.
Given the sequence of events and the generally poor customer experience received by Emirates Staff with the exception of the Emirates Director, I sort full compensation of all fares including the additional $400 to change my ticket to the next available flight, punitive damages for the undue stress related to having to stay in a public waiting area in the middle of night and for the lack of Duty of Care toward a Emirates passenger and customer.
Good evening. To make a long story short you will find below a summary of the case. On January 2015 I made a journey on EMIRATES. I had booked (paid) this journey in FIRST CLASS from CDG > DXB > CMB > DXB > LYS (from PARIS to COLOMBO and return to LYON after a stopover in DUBAI). On the two return flights from CMB to DXB (2015 February 12) and from DXB to LYS (2015 February 19), EMIRATES made aircraft swap (without warning and without any technical reason). EMIRATES put a 2 cabins B 777-300 (BIZ & ECO) instead of 3 cabins B 777-300 (FIRST, BIZ, & ECO).
So, I was downgraded twice (at different days and on different flights). I asked EMIRATES the refund of the difference of fares (half one of the difference of ticket prices between FIRST and BIZ as half of the journey had been downgraded). Ticket differences (FIRST/BIZ with A/I fare basis code letters) was 2,000 € (for the whole journey). So I asked EMIRATES a refund of 1,000 € (about 950 $).
EMIRATES denied it and made a refund of only 500 € (about 425 $). EMIRATES explained they gave also loyalty skywards for the inconvenience. I did not wanted any loyalty skywards but the correct refund. Thanks god. I had kept some screen copies of the date (2014 October 2) of my bookings (where I checked prices in FIRST and BUSINESS).
The affair lasts two years! I had to send the case in French court. Finally, on 2016 December 16, the French court in PARIS (Juridiction de Proximite of PARIS 8) said that EMIRATES was guilty and had to refund the actual difference of fares (total of 1 000 € as I asked). EMIRATES, too, was condemned (by the court) to pay for part of my expenses to rule the case in court.
While studying on this file I discovered how EMIRATES tried not to refund a fair difference when downgrading (to its passengers and customers) and how EMIRATES seems to have shocking aircraft swap when EMIRATES has in mind that there is too few FIRST CLASS passengers scheduled (booked) on the involved flights. I shall be glad answer by mail to everyone who would like to have the full details and explanation.
I am writing to advise of the horrible ordeal my family had to put up when checking in on the 2 March 2017 for the flight at EK764 at 19:05 traveling to Dublin Ireland via Dubai. Upon checking in they were not allowed to board the flight without getting authorisation from the Irish Embassy. They were asked to wait when they tried to check in a few hours before check in, they waited whilst 3 staff members asked them the same thing and they had to repeat themselves. Staff in the Johannesburg Emirates office were absolutely stubborn and unhelpful. They made my family wait for so long that even they did not board the plane because the staff at emirates where unhelpful that they were not giving a helpful hand to my family and elderly grandmother who is not mobile, she had to wait in the airport for 8 hours in which after only five hours they were given clearance to fly in which they had a six-hour stopover in Dubai.
They waited for so long and to be told they had to pay extra for their new flight which left at 22:00. In the first place I bought my family's tickets due to it being expensive and they expected my family to pay extra money and on top have such a long wait. Where do they expect my family to get money from? I asked to pay over the phone in which they declined, the staff was totally arrogant and disgraceful with no mercy for their travelers. If that was the case my family would have bought their own tickets if they could have afforded it.
My old grandmother had to wait in the airport for 8 hours before she could board her flight, she is not able to walk hence I got a wheelchair assist and she highly ill. Your staff at Emirates did not even organize the wheelchair assist so she had to walk in Dubai along with a six-hour stopover.On top they had to pay extra irrespective of a long stopover. The food on board Emirates to Dubai was horrendous, who serves ice cold croissant for breakfast?
I am totally dismayed that the staff at Emirates Johannesburg are rude arrogant and unhelpful towards your paying clients, they don't even assist, they won't even go the extra mile to get clarification for people trying to get onto flights which was booked for them rather they leave them wandering for information and trying to speak with your staff who don't even want to give them feedback. My family had to keep asking your staff for any feedback and they won't even come by to give them the slightest information.
If I wanted my family to have this inconvenience then I would not have chosen the no 1 airline emirates or as what you guys think because if your company gave excellent service my family would not have spent over 24 hours at airports waiting for their planes or the slightest answer. The service given at OR Tambo is pathetic that they don't take heed to international guest especially the old guest who needs assistance rather they keep them waiting for long hours, staff are not doing. I am looking for answers to my query and my family be treated with respect!
Hi all, I suggest no one to travel with Emirates as the customer service for cancelling ticket and other issues was worst. Etihad was better, I would prefer to anyone, cancellation policy, etc was better in Etihad than Emirates. I should have given a review of minus but it was not there.
I am writing to share my experience with Emirates during my journey from Canada - Dubai - Karachi- Dubai- Canada and had chosen Emirates as my airline being one of the best airlines. To begin with I started my journey from Canada where I had called the customer service to get a seat with extra leg room as I was unable to book a seat online. They informed me that could not be done and could be done at the airport at the time of check in. Therefore I requested the agent to put a note on my file. I checked in online a day before the flight and reached the airport three hours before my flight time and the lady at the baggage drop-off did not show any cooperation in changing my seat.
My next flight was from Dubai to Karachi, which ended up being much frustrating than I could have imagined. I had checked in and was at the airport travelling along with my mom. She got sick and had to use the washroom in front of the boarding gate. The time of the gate's closing was 9:10 and we were at the washroom at 9:00. There were no announcements being made or no final calls. We were at the gate just at 9:10 and the supervisor in charge of the flight stood up in arrogance raising her voice saying "you are late. Take the next flight," walked off and shut the door. I was shocked by the attitude and reaction of the staff at the airport. No one was willing to listen or speak. They threw off our baggage off the plane and one of my bags was damaged.
I moved to the transfer desk where they asked me to pay a no-show penalty of $600 for my ticket and $200 for my mom's ticket. I requested if they could waive off or reduce the amount after explaining the situation but no one seemed cooperative to even listen or suggest a solution. They insisted to pay the amount and call and make reservations for the next flight. Even the supervisor at the desk said that she was given no authority and could do anything even if she wanted to help. The staff seemed frustrated and were rude. It took me two hours to book the next flight after paying the penalty.
On my next flight from Karachi back to Dubai at 5:30. After the plane landed we had to get off the stairs and take a bus to the terminal which was a 25-minute ride with no seating arrangement and crowded buses. I managed to reach my gate just an hour before my next flight to Toronto after taking the bus and metro from the plane. Another unexpected surprise from Emirates was that the power went off on the plane just before take off. It took off 2 hours later. After we landed in Toronto since our flight was delayed we had a problem taxiing the plane and had to wait for another hour. This delay at the airline's end and no compensation for the passengers? I would also like to highlight that the cabin crew were rude.
I always choose Emirates over airlines due to their exceptional service but this time around it was the opposite. I would like to request a reimbursement for the no-show penalty as I was already at the airport and had checked in with the baggage and just a few minutes hardly 5 minutes, away from the boarding gate. I would also request Emirates to look into customer service matters as all staff seemed frustrated and agitated. I see Emirates as my best Airline and would like it to remain as one of the best and would look forward to hear from you soon addressing my concerns.
I'm a regular customer of Emirates. My family and I travel to Uganda at least two times a year and every time we get very good service apart from this time round. I do understand it's a busy season but that's no excuse for the service I received. I just thank God that this time I wasn't with my children. I was meant to fly out of Uganda on the 10th January 2017. My flight was for 3:20 pm. I checked in online the night before so all I had to do is drop my bags and get my boarding pass.
I showed up at the airport at 2 pm. When I showed up I was told that gates are closed. I tried to explain to the man that I checked in online. I just need to drop my bags and get my boarding pass. But he didn't want to hear what I had to say and sent me to the Emirates offices upstairs. When I got there only had one person working and a lot of passengers. It took at least 45 minutes to attend to one person. At 3 pm we could hear Emirates calling passengers and on the screens the boarding gates was just opening. In fact the flight didn't leave on time. Someone else came in the office to help out at around 4 pm. I was seen to and I was put on a flight for the 13 January 2017 but I had to pay a fee for not showing up and to be booked on the flight altogether I paid just over 261.
I don't understand why I was charged for not showing up when all of this was down at the airport where I was and I checked in online. I showed up on time. I should have been put on that flight. I missed work. I was meant to go back to work on the 11 January 2017. However I called your customers services team to speak to them about what had happen and the response I got was so bad. She said to me "yesterday we left 50 people. Today it's only 40 people. It's not that bad". I was shocked by her response because I work for customer relations and that's not how I was trained to speak to our customers, wrong or right. I really love Emirates so do my children. But I think something should be done about the service during busy season.
I was not sure to whom to approach to address my bad experience flying from Trivandrum to Munich via Dubai with EK521 & EK049 on 13.01 through 14.01.2017. We, my partner & me, Economy class passengers had allowance of 60 kilo luggage. At the Airport in Trivandrum we handed over 4 pieces of luggage weighing 45 kilos and had hand luggage 17 kilo (2 cabin suitcase and a handbag). At Trivandrum the weighing process for all passenger flying with EK521 was disabled due to certain unknown Luggage band function. We were requested to place the luggage on the band, where the luggage from all former passenger was laid. The person at the counter just made notes of our maximum allowed weight (which we believe was done for all passengers).
All went well until we came to the next check-in at Dubai. Here, we were asked to give away 1 hand luggage as 17 kilo (2 suitcase & 1 handbag) was no go for 2 passengers together. We argued and explained our whole situation longer than an hour, sadly with no understanding from the counter personnels who would not allow us to fly until and unless we gave away one of our cabin suitcase with a payment of €348. This experience was too harsh and unfair, to pay such a high amount though we had no extra weight at all. With bleeding heart and tears in our eyes, we paid the amount in order not to miss our flight due to an appointment we had in Munich on the same day. Is there any chance you could look onto this issue if mine? I would be grateful to you if in any way you could investigate on this and if I have a justice. Thanking you in advance for your time.
I have emirates flight from Dubai to Seattle and I was told at the time of booking that there is bassinet seat available as I am traveling with infant. But after booking the flight emirates is telling me they don't have bassinet available and I am forced to travel with infant in hand on a 14 hrs flight and not giving me different flight and asking me 600 USD to change itinerary. This is a exploitation. How am I suppose to carry infant in flight for 14 hrs without sleeping... and will emirates take responsibility if baby slip out of my hand if I fall asleep?
To Whom It May Concern: I flew Emirates flight on the 20/11/16 from Denpasar to Dubai; I had the option to book Qatar airlines but I chose Emirates because of the commercials and services that you claim to provide on your flights. I am disappointed to say that my experience on Emirates was far from what you advertise and I was abused by one of your flight attendants named Katarina who was on the flight from Denpasar to Dubai. I paid for an allocated seat prior to boarding the flight but I was offered an emergency seat when we were checking in.
When I was sat on the flight, I put all my belongings away as I was instructed. So I sat up and decided to watch the passenger TV that is attached to my seat as all passengers were watching their TV screen so I thought it was fine. I had my Bose quiet comfort headphones on to reduce the Aeroplane noise. While I was watching the TV, I saw that Katarina was saying something which I couldn't hear because of the headphones I had on and the sound of the flight; I then proceeded to take my headphones off to hear her better. While I was doing this, Katarina aggressively got up, grabbed the Monitor and abusively yanked and pulled it away from me and flicked it into the sideway of the seat. For a second I was completely confused and shocked by her actions that were uncalled for! I was very embarrassed and insulted, as I did not deserve that behavior or aggression from her.
I wasn't explained to that the TV on the seat couldn't be watched. I only understood that I could not have anything on my lap. I was not told that the TV could not be watched. Katarinas attitude and abuse on this flight was extremely unpleasant. Katarina went ahead to accuse me that I refused to fold away the TV; when I questioned her why she attacked me, she accused me and lied that I refused to put away the TV. The person sitting next to me jumped into my defense to say that I didn't refuse to fold the TV away.
This experience has put a bad taste in mouth. The attitude of your flight attendants are very appalling. (In addition to this, I also had some obnoxious flight attendants on my connection flight from Dubai to London. Flight attendants were only interested in their fellow colleagues and didn't bother helping customers. These flight attendants loudly chatted amongst their peers acting as though the customers did not exist.) I understand that I didn't book a first class ticket to deserve a first class service, but I chose to spend my money on an Emirates flight ticket instead of other competitor who were very well flying the same way, the same price even cheaper!
I chose Emirates because I thought I was going to receive an amazing service and I was very insulted by this experience. During this flight, I was so hurt that I didn't watch the TV for the entire 8 hours of my flight to Dubai. If this is the way your flight attendants are going to treat passengers, your company shouldn't be allowed to operate commercial flights because the services isn't fit or safe and lacks comfort for people. Frankly I would not recommend your flight to anyone. This is an experience that my partner and I pray to forget.
I enjoyed flying until I flew Emirates Airlines. Unfortunately your top service that you so freely market to the mass is unfortunately either a scam, a false advertisement or it's only exclusively for first class passengers. I ask that I be compensated for my entire trip; Katarina is asked to personally apologize and punished. This behavior shouldn't be tolerated and I fear that she will carry on and do this to future customers.
I had to fly from HYD - Dubai - Boston by Emirates and then to Detroit. Initially I had a problem with one carry in bag as at the time of checking they told me I could not carry one carry in bag and laptop bag separate as per their rules. So I had to check in my cabin bag & just carry laptop bag with me. To my surprise I saw many people carrying separate cabin bag & laptop bag at the gate, how were they allowed by same airline crew!!! The flight from Dubai to Boston was delayed and hence landing in Boston got delayed too (flight landing was way too jerking). It took more than an hr to get the gate allocated and unboard us. In this process we missed our next connecting flight to Detroit and we got the next flight to fly to Detroit 30 hrs later!!!
For just 2.5 hrs journey from Boston to DTW I was stranded for 30 hrs. :( This was situation of almost 25-30! Passengers and they did not have seats in other flight nor they arranged any other flight for this group. When I contacted customer service they told me I cannot get reimbursement if I were to book alternate flight on my own for earlier schedule. I would recommend *DO NOT* to fly with Emirates & specifically from Boston as similar experience was shared with me by couple of other friends but I didn't have many options with dates, routes, etc..
On the 8th December 2016, we reported at check in point at 17:00 hours for Emirates in OR Tambo Airport, intending to fly to London via Dubai. We were traveling as a family. The purpose of the visit was to check on my daughter who is studying in London School of Economics and Political Science. We checked in and we were given the BOARDING PASSES and proceeded to the Boarding Gates.
At the Boarding Gates we were told the following stories: "Golebapelo ** would not be allowed to go to London because she was in London in September 2016, therefore the officer said she has no valid reason to go to London." I and my daughter were told we cannot go since it is the first time that we are going to London. We were told to produce Bank Statements, Invitation Letter to London, Proof of Accommodation in London, Copy of the Passport for the person we are visiting and Traveling Insurance Certificate.
According to United Kingdom requirements; as Botswana we need no Visa to UK. We only need Bank Statements, Invitation Letter from the person you are visiting and prove of Accommodation in UK which we all had and presented at the time. This did not satisfy the officer as he further wanted the traveling insurance. We were then told to wait for our luggage as they removed it from the flight.
We then proceeded to Ticket Sale office where we asked to see the manager. We narrated our story to her standing in front of the office as she could not offer us any seat or talk to us in her office. She appeared to be very busy and less interested in our problem. She quickly called the supervisor and they talked amongst themselves after which she disappeared leaving us still standing where she left us. We later asked one of the officers where this lady is as we were still waiting for her response. We were told she says she cannot help us.
We went to South African Airline office and they told us their flight had already left for London. We checked on online and book the flight for the following day Flight Number SA 236. We gave them the same documents and they allowed us to go. We arrived in London Heathrow at 07:20 hours on the 10th December 2016. We had no problem with the Immigration and we are still in London. We are therefore demanding compensation for the THREE TICKECTS including accommodation expenses for that night which R3, 380.70.
We booked a Emirates flight from Washington Dulles to Hyderabad, India and are supposed to travel on December 6th(EK823) from IAD. We checked in the luggage and boarded the flight at 10:00 am. At 11:30 the pilot announced that one generator is not working and the ground crew is coming to inspect. The crew came and inspected which took 2 hours. At 2:30 pm, pilot again announced that the passengers have to deplane and food will be served at the gates. We reached the gates (800 passengers) and it was a mess. They gave vouchers at 4:00. They said the flight was canceled and asked us to take the luggage. We reached the carousel to take the luggage at 4:15 pm. We waited until 6:30pm to get the luggage. We got two bags after a horrible wait of 11/2 hours.
Some employee came and told the rest of the luggage is at another baggage claim area. We ran there to collect our other baggage. The officials made arrangements to give vouchers at 8:30 pm to all saying that the flight was booked the next day. We went home tired and frustrated after a ordeal of 12 hours at the airport. We went back to airport on December 7th and after a wait of two hours they said the flight was canceled. This is unbelievable. All the passengers were again stranded and they said that contact the 1-800 number for refunds. This is the worst ever customer care from an airlines I ever saw. I will never travel again and suggest all to be careful in going with Emirates.
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