I booked an Emirates flight from London Heathrow on 30th of November 2018 to Dubai. At first there was a few hours delay. I had 3 days stay in Dubai and I was to take another flight to Karachi from Dubai on 4th of December. At the airport I was forced to put my hand piece into luggage although, I was allowed to take it from London and they had not forced me to put it in luggage. Then they charged me £61. I insisted I should be taking it with me into the cabin but they wanted to make money by charging me. My new make up and perfumes were stolen from hand piece. After a 3 day day stay in Karachi I was messed at the airport between desks. I missed my flight and had to return the next day on the 8th and was told to buy a new ticket worth £200 UK pounds. After I reached London my belongings were stolen again from the luggage. I won’t use this rip off airline again. If you fill the complaints form no one replies.
Harold Baldauf
2.0
Good day,
This is our second attempt to reach resolution on a matter that should be simple and forthright.
My wife and I flew roundtrip between Dulles International Airport (IAD) and South Africa in September. My complaint deals with our DXB to IAD leg on our return home. My wife is pending hip replacement surgery and has difficulty getting comfortable while sitting in Coach class on commercial aircraft. At times, we fly Business class to address this, but the flights to/from Africa were simply too expensive to do this.
On September 28, 2018, we took Emirates Flight #231 from Dubai to Dulles and, in an attempt to help her to be more comfortable, purchased extended legroom seats, at $100 extra, for each of us. When we boarded the aircraft, we found that a sort of bulkhead structure at the base of the emergency exit provided even less legroom than a standard seat. We asked for a change in seats, unfortunately, no other extended legroom seats were available. I am 6 feet 3 inches tall and attempted to find comfort in my wife’s seat, and it was even worse for me. The bottom line: we paid $100 each ABOVE the cost of the standard Coach seating, and one of the seats brought us LESS room than a standard Coach seat. Attempts to resolve this with the onboard crew were unsuccessful.
I am appealing to your sense of decency here. How can you charge $100 extra for a seat — claiming to provide more legroom — and actually provide LESS? Is this really the image your airline wishes to portray?
I am, again, requesting a refund of the extra $100 I spent for that one seat, which was useless to us — no, it was WORSE than simply going with the standard Coach seats at $100 extra, for a THIRTEEN HOUR FLIGHT. I am not even requesting a refund for both seats, as the second one was fine. But that window seat with the very large bulkhead in the way and providing less legroom than a standard coach seat should not in any way, shape, or form be costing more for anyone.
Again, I appeal to your sense of decency. I cannot fathom that an airline with a reputation to uphold would want to effectively misrepresent a seat as providing extra legroom and charge extra for it — when it clearly does not do so.
Harold Baldauf
Jason Way
2.0
We fly Emirates regularly however there has been a noticeable decline in – 1. Quality of Aircraft or should I say the maintenance performed on their aircraft 2). Customer Service.
Recently flew from Melbourne to Rome, returning via Paris – First leg paid $3100 to upgrade to business – my wifes entertainment system ICE needed to be rebooted no fewer than 5 times. The problem was not resolved and she elected not to use it as it constantly flashed waking surround passengers. She was offered another seat but not together. Second leg of flight the plan had been sitting in Dubai heat and passengers were almost passing out from the heat. Captain promised it would cool quickly but when it failed to hot air was coming from the cargo hold into cabin and water coming out cold tap was warm enough to dunk a tea bag in we got moved to seats near toilets at rearmost section of plane. Again on this flight we witnessed the staff using knives as screw drivers attempting to fix passengers faulty ICE systems. In both cases on board staff were extremely good and said they would report the issues but suggested we make a complain ourselves. After 21 days we asked for an update on our complaint, we were told they take up to 30 days, after 33 days we enquired again only to be told to contact them again in 2-3 days. I don’t think Emirates has any customer services anymore, they certainly won’t have us as customers as a result of this. For me the way in which companies deal with feedback is a huge factor in where I spend my dollars in the future. Issues don’t automatically mean a company wont get future business from me. Poor or no response to feedback however ensures they will never get my money again.
BTW – 4 flights , 2 Delayed (50%)
David
1.0
We flew from Paris to Melbourne on July 8th 2018 we were returning from our honeymoon and sadly we were over our allocated baggage allowance. We fully expected to pay for the excess luggage but we weren’t expecting to pay 1500EURO ( 2,500 AUD). We have lodged the complaint with Emirates directly in relation to the excessive charges to which were received a response 40 days later advising that they are not going to help and was referred to the baggage policy on the Emirates website. I have reviewed this policy which states that the excess luggage will be based off USD 50 per kilo which roughly converts to EURO 40. We were charged EURO 78 this is almost double. Currently the EURO is stronger than USD so I am confused as to how the rate came to EURO 78
I am asking for compensation for the over payment which is roughly EURO 836 ( 1,300 AUD). I am not wanting the whole amount refunded as i know we need to pay for going over our allocated allowance. Emirates Reference DXB/X/YH/160718/7393666.
Srini
5.0
Dear Sir/Madam,
As a passenger I am writing in regards to very distasteful experience with the Jet Blue/Emirates airlines.I booked a flight to visit my parents from DC->BOSTON->DUBAI->HYDERABAD with my wife, 9 year old Son and 2 infants on 5th June 2018. The Ticketing Agent forgot to print the tickets with TSA PRE due to that I need to go back and reprint the tickets which caused the delay and we missed the flight. Our luggage went through with out the passengers all the way through destination(HYD). When I filed the complaint with Jet Blue they took the complaint but they took no responsibility to search the bags instead they asked me to contact Emirates. I did and finally I received the 10 bags out of 11 bags after 10 days of missing flight. One of the baggage got missed and other one got damaged (60″ LED TV). When I requested for the delayed/missing/damaged baggage compensation both the airlines are not taking any responsibility rather they are asking to contact each other for monetary compensation. After several calls/complaints I didn’t receive any proper response rather no response. After 20 days JetBlue is closing the case and when I asked for the compensation they are asking to file a new complaint with Emirates. As a passenger I already suffered a lot by missing the flight and now the airlines is giving a tough time to resolve the missing/damaged/delayed baggage claims.
Thanks
Srini
Alireza Rahimi
1.0
My wife and I booked our trip to Iran months in advance (L3YP4F). We were thrilled to have found tickets with Emirates. We had heard such wonderful things about the airline through family and friends, and were looking forward to experiencing the fine service for ourselves with our 8-month-old baby girl. Unfortunately, our experience did not match with what we had heard. On 3/15, my wife received a Google alert (not from the airline) that our flight with Virgin (Emirates airline’s partner for domestic flight) had been canceled. We called Emirates, and were told to go to the airport and work with Virgin to get the SFO connection. When we went to SAN, the Virgin employees told us there was no way of getting us to SFO on that day, and so they changed our ticket to LAX to DXB to IKA (ticket no 9842153198096, 9842153198092, 9842153198702); we were no longer flying out of SAN. We had to get to LAX ourselves, which with a small baby in tow was not easy. We took a taxi to LA ($350). But this just was only the beginning of this disaster trip. We also had a major problem on our return trip: when we arrived at IKA at 2:30 am, Emirates staff told us that there were no tickets for us on the flight from IKA to DBX, though we were still booked for the flights from DBX and SFO. I frantically called Emirates, and the person I spoke with told me that she is not responsible for this mistake, and we had to contact Virgin to correct it. Feeling slighted, I tried to call Virgin America from Iran, and placed on hold for over 30 mins and no response. I called Emirates back. I requested a ticket from IKA to DBX so we could catch the flights, and was told that this ticket could not get connected to that flight, and I would have to purchase an entire new ticket from IKA to SAN. There were major communication problems throughout our conversation with Emirates agents and I was begging him to issue the ticket before gate got closed. All of this was happening while my wife was caring for our baby in the check-in area, and the agent was informing me that the gate was about to close; I was desperate to get on that plane.
So I agreed to pay $3,408.75 (Q3LAXS) for 2 new tickets to get my family home. I couldn’t afford 3 tickets, which I had purchased in my original reservation. The flights home were a lot less comfortable because we were not given a bassinet, and only had 2 seats for 3 individuals in middle row between two passengers. I asked for help in the airplane and the flight attendant told me if I don’t like my seat I can get out of the flight!!!!! After this experience, we feel wronged. Emirates needs to make this right, and must reimburse us for our expenses and compensate for our mental anguish and anxiety. Then, I put an complain in Emirates website (Emirates Ref. NYC/X/CT/060418/7357241) and requested the following: fares for three passengers for the flight from San Diego to San Francisco that was prepaid but canceled by the airline; taxi fare from SAN to LAX; fares for 2 passengers that were demanded by Emirates for the return trip to SAN, which was prepaid but ignored by Emirates; fare for one passenger (the baby) whose return trip from Tehran was prepaid but also ignored by Emirates; restitution for ticket gouging by Emirates and poor treatment of travelers who did nothing wrong and prepaid all fares, as well as inconvenience and discomfort.
The Customer Affair asked me to wait for 30 days till they investigate the case. After 30 days, they answer to me:
“Per standard airline procedure, inasmuch that you were in possession of an Emirates issued ticket; the carrier with the flight disruption (Virgin America) is responsible to rebook/re-protect your flights and reissue your tickets accordingly.”
Virgin America also playing a game with me and after 35 days I have not received any response from them.
Shreyan Kumar
5.0
I was flying from Dubai to Delhi on 10th April 2018 in flight EK516, while serving food air person named Victor act badly and while I ask him to give juice first time only, he said he will give later, I said fine No problem, I waited for around 25 minutes but nobody came then I called but again no one came, I press the button around 12 times with a gap of 2 or 5 minutes, noone came and Air person and Air hostage standing, eating and laughing in front of me. and when I reached them and ask why you are not responding they said they were busy, they lied in front of me because of that I couldn’t finish my meal. They had there break and fun specially while your passengers was thrusty and even i told them my seat number they did not came and ask me for anything, they just smile like they don’t give a shit.
I wish one day your company owners or employees will face such disrespect which they do to others.
Trust me it’s very very very bad.
I know Emirates don’t care about passengers, specially who travel in economy class, I traveled with Emirates around 10 times and this is the third time your crew misbehave badly, from now onward i will try not to travel with Emirates if your crew bv keep disrespect ing passengers like this.
Please if you really care take some action against that employee of yours otherwise he will disrespect others also and you may loose many regular customers.
This is my worst worst experience and so disrespectful.
Angelica
5.0
My booking reference is JU6K8S. I had done online check -in the day before, to save time and arrived at the airport 2 hours before scheduled time of departure. This is in line with Emirates guidelines below:
Go to the airport
Bring all your travel documents to the airport
90 minutes
If you’re checking in bags go to our check-in desks at least 90 minutes before your flight
60 minutes
Go through airport security at least 60 minutes before your flight
45 minutes
Arrive at the boarding gate 45 minutes before departure. The gates close 20 minutes before the flight leaves
I had no luggage to check in but still I was made to wait behind all the people checking in their luggage. Moreover, there was a long queue at airport security/ passport control so as a consequence, I did not make it to boarding gate 45 minutes before departure. I presented my boarding pass on multiple occasions, including at Passport control and at check in; and I was never advised to hurry up or to skip the queue, as is normal practice in such instances. Also, my name was NEVER called on the paging system for final call and on the screen in the column where it normally specifies “gate open’ or ‘boarding’ the language was NOT English. I feel let down by the airline as I don’t feel that anything was done to help me avoid missing the flight and I incurred a ‘no show fee’ and change of ticket fee, totaling to AUD $569.34 (see attached).
I was so upset that I spent over 24 hours at the airport (waiting for my next flight) and slept at the airport. This was a great inconvenience for me but I was so upset by what had happened, that I didn’t want to risk it happening again!
Colleen
5.0
Emirates’ post-travel customer service is appalling. No one to speak with by phone. Emails go unanswered. When our flight was canceled (Business class for 4 people from Phuket to JFK) we were offered no alternative other than a flight back 4 days later. We made arrangements on a flight that we found ourselves after being told that although the agent could not book that flight for us, we could seek compensation for what we paid for the tickets. Now customer service is nowhere to be found. So much for their reputation as a premium airline.
E Barry
5.0
After filing a formal complaint on 5 February 2018 regarding Breach of Duty of Care while in transfer in Dubai, I did receive an acknowledgement and a reference number (LON/X/CAL/040218/7332393). Although I was informed that it might take up to 40 days to get a reply, I am still waiting despite contacting Emirates again on the 14 March. I am shocked that such a high profile airline can treat customers in such a rude and disrespectful manner.
EK
5.0
It is with disappointment that I have to take to social media to highlight the disrespect some of your Emirates Airlines cabin crew have for their profession and your organization.
Allow me to relate my recent experience on your flight.
I was a passenger onboard KUL-DXB flight EK345 earlier this month (10th Feb 2018). I was waiting for use of the lavatory when one of your cabin crew struck up a conversation with me, typical pleasantries about the flight and where I come from and where she comes from, my purpose in Dubai. She introduced herself as Sheena. She then asked if I had met many Malaysian Muslim women before given my work trips there. I told her our partner company hires many local Malaysian women so yes, I have met quite a few. She then further pressed if I found them attractive. I found this a rather forward question and asked why she was wanted to know. She told me Malaysian Muslim women were very adept at pleasuring men and for the price of AED 2,000, she would be able to offer a night of such experience with her upon our arrival in Dubai. She even mentioned for the price, she would provide some “recreational enhancers” she picked up from her contacts during her layover in KUL which we could consume for a more pleasurable experience (I did not seek clarification as to which specific drugs she was referring to because I had no interest in pursuing this conversation further). Her only condition was that I pay for her services in cash and that we use my hotel room since she claimed she did not earn enough for her own accommodation from which she could engage in such services.
I declined her offer but mentioned I sympathized with the work and pay of being cabin crew. I took the opportunity to ask for her staff ID on the pretense of offering to write complimentary feedback of my flight experience with her, if it would help her career development.She gave it to me (Sheena Kayum, Emirate ID 379063) but was obviously far less pleasant throughout the rest of the flight. I even noticed in her temper, she shoved a fellow female cabin crew on duty and a minor altercation ensued, which resulted in a noticeably tense environment when both were carrying out service duties during the flight. Both were very snappish at each other in front of passengers. Unfortunately I did not get the name of this other cabin crew.
I suppose it would be out of Emirates Airlines purview if your cabin crew decided to advertise their solicitation services when out of uniform on their own time, but its obviously disgraceful that Sheena Kayum had decided to solicit business and peddle recreational drugs from her home country while in uniform and on duty. It shows irresponsibility and grave disrespect to the employer and the laws of the the country.
I seek no compensation over this experience on your flight. But this experience definitely shows how disgraceful your recruitment standards are and your organization’s blatant disregard for your public image.
Denise D
5.0
Emirates Skywards number 00402589272
I accompanied my daughter in-law with my two year old granddaughter, to re-unite with her husband in Auckland but they were refused permission to board flight EK779 on Wednesday 08 November 2017.
If the Emirates staff member who booked them in, perused the Consent document, they would have immediately been advised that the form needed to be stamped by a Justice of Peace Commissioner in New Zealand.
There was sufficient time for my son to resend the form before the departure time and have Immigration allow us onto the airplane.
Sadly, this was overlooked and he provided them with their boarding passes, to wait for the boarding announcement and anticipate this family re-unification, which was abruptly stopped by the Immigration Officer because of the missing stamp.
Due to this oversight on the part of the Emirates staff member, we were treated like criminals and the Immigration officer refused to speak to my son on the telephone so that an alternative solution could be found to have resolved the issue.
This resulted in extra costs, transport, telephone as well as emotional stress and anxiety.
Amara Rashid
5.0
Dear Emirates Airline,
As a first time passenger with Emirates, I am writing in regards to an extremely distasteful experience I had with your airline. The flight was from Karachi to London Heathrow via Dubai. I am a frequent traveler, although I have always traveled with PIA as the flight is direct. Nonetheless, as I was travelling for the first time alone, coupled with knowing the Emirates airline reputation, I booked with yourself for a comfortable travel – although found myself extremely disappointed following the ordeal I went through alone on the day of travel.
The first leg was from KHI to DXB on 5th January 2018 (EK0605) and the flight landed slightly later than expected (approximately 10-15 minutes). I had another flight to catch, with the connection time of around an hour. My next flight should have been at 09.40 from DXB to LHR on the same day. I darted to the allocated gate as I realised there was a tight time frame, although the trailing queues at the security checks further delayed myself. I approached the gate out of breath, although at that point boarding was closing (but had not yet closed). The flight had not yet taken off. The person at the gate declared that ‘boarding is now closing and you are late’, once I argued this, he proclaimed that ‘your luggage has been offloaded so it is best to catch the next flight’. I kept telling this member of staff that I have an exam for which I am urgently headed back, although he did not seem to be interested and responded by telling myself to catch the next flight at around midday as if it would be no hassle. I responded calmly thinking it’s only a couple of hours, I can be patient since my luggage has been off boarded. He directed myself to the Emirates desk.
On the day, many of your airline customers had issues with Emirates and overbooking for many different flights as the queues for the Emirates counter was endless! After long and tiring queues, the staff on the desk were EXTREMELY rude and agitated when talked to, perhaps due to the overcrowding at the counters. The member of staff informed me that I had been off boarded with ‘no show’, when overbooking was evidently the case! They also added that there were there were no flights at all due to overbooking and I would be put on waiting, thereby asked myself to return to the counter closer to the flight time to confirm the flight. On the day, ridiculously, I had to repeat this process for every single flight of the day! Re-queuing per question for hours straight. This was apparently the case even for flights not to LHR directly, as I even requested for flights to any neighbouring airport in the UK or European country out of desperation as I had a University exam.
After spending the most nerve-wracking 20 hours in the airport with anxiety and being absolutely terrified, I still kept queuing for alternative methods to just get back home! After breaking down to my final point, the member of staff at the desk said why don’t you upgrade, at which point I was extremely frustrated! As, since it’s a mistake from Emirates’ side, you could have just offered myself a business class seat rather than making me wait 20 hours in the airport only queuing, pounding on again and again that ‘I have an exam, I’ve never travelled alone, I’m frightened, get me home!’. Only to say, you can upgrade for £2700. My entire flight fare didn’t cost that much!
Emirates refused to help me in any way, as they had too many complaints to deal with on the day! After seeing the state that I was put in, another member of staff at the desk whispered and admitted that there ARE seats, but Emirates is just selling them for an ‘stupid price’ as people are desperate at this point. She gave myself a contact number, to buy another ticket which would be a cheaper option. So, ticket touting was going on. After telling/lying to myself that no seats are available till 9th January in which case I would miss my exam, unless I purchase a business class ticket, I still managed to buy a NEW Economy Class ticket for 6th January at 09.40. Not only did I waste an entire day stranded with utmost agony, my old ticket went to waste, for which I was not reimbursed and I ALSO had to purchase a new and very expensive ticket! Advantage had been taken of my desperation to travel back to my country.
I would also like to mention this incident on your social accounts, so other passengers are aware ways to get ‘rid of passengers on overbooked flights’ and ‘forcing them to purchase new tickets’ as the only alternative. The members of staff at Dubai airport and the airline itself disappointed and shattered my opinion of the airline by the way I was specifically treated. I would kindly like action to be taken on this incident. By doing so, I’d like to give Emirates the opportunity to show that its service isn’t always so poor.
Boarding passes, ticket reference and the new ticket receipt have been emailed at [email protected], alongside an email from an Emirates employee to show that Emirates falsely claimed to have no seats till the 9th January, and how I’d be off-boarded with it labelled as ‘no show’ unfairly!
KW
5.0
I recently took a flight from Addis Ababa to Delhi from Emirates and had the worst flying experience of my life so I just wanted to share my experience with fellow travelers.
Emirates’ confusing baggage policy: The website has multiple version for the same information and the customer support’s speed of response is at least more than a week so if you are booking a ticket with Emirates then it is good to figure out the baggage policy first.
Confusing Airport layout and apathetic boarding process: I ended up missing the second part of my flight with Emirates. I arrived at 20:50 pm and then went through security check and other formalities to head to the gate B18 to catch my flight at 22:00 pm. As B18 is far from my landing gate, I took more than 40 minutes to reach B18. As B18 does not have a seating area next to departure, I took a seat a bit away from the gate hoping that I will get a alert from flight announcement to catch my flight. Between time zone differences and lack of annoucements, I reached the gate 2 minutes after the gate has been closed. Although I understand that Emirates does not have control over the airport layout system, Emirates might avoid these occurences by either annoucing the flights or sending notifications to the travelers as it is easy to lose sense of time during time zone changes.
Rude on the ground staff: I admired the in-flight experience of Emirates. However, the on ground staff was one of the rudest I ever encountered. A majority of on the ground staff is outsourced to other companies so most of them do not adhere to Emirates quality levels and are just plain rude to customers.
Inconsistent check-in policy: At the last moment an Emirates’ employee decided to check-in my cabin baggage which has a tiny amount of fragile luggage. I asked the representative whether Emirates would take the responsibility if anything breaks in my luggage but the representative clearly refused it. In the end, I found a broken piece of equipment in my luggage, which Emirates would not cover.
Based on these experiences, I would never fly Emirates again and recommend that no one else should as well.
Anonymous
5.0
Please be aware of how disgusted I am in the service I received from your airline. Due to a hour layover and a delayed connecting flight I had to buy another plane ticket to dubai because I was delayed by 5 minutes by your airline and could not check in because the boarding gate closed 5 minutes before I could check in. I was then told by the lady working at your check in that I could not check in because I was 5 minutes delayed by your very same airline. I then begged and pleaded only to be spoken to in the most rude way possible.
brian lavender
5.0
Flew from Glasgow to Johannesburg via Dubai the second time we have used them. The distribution of meals is pathetic it takes forever, then its left on your lap tray forever, and the food is poor.
I suggest they send a member of their employee training school onto KLM flight and see how things should be done. The staff were polite but disorganised (Lots of staff but mainly useless)I felt a bit sorry for them but more sorry for my wife and myself having to put up with flight delays on both flights lost luggage last January without any remorse on their part, food not available (No choice available). I don’t care how cheap they are I will never use them again.
rajani
5.0
Had a very bad experience with the emirates flight while travelling from Hyderabad, India to Dubai where the passengers are not allowed to use the toilets for more than an hour before landing. My 8 year old kid has suffered for an hour with full bladder urgency until the flight has landed. which stressed me a lot and felt very bad with the flight crew ill treatment swearing on us when we asked for help. who is liable if some health concerns raised out of this. This is an unsatisfactory and very bad service that i ever had with any airlines who can’t deal with the urgencies and emergencies of the passengers. We understand the flight instabilities in the air but the relevant staff must be efficient enough and make sure to deal with these problems and comfort the passengers. This is an unacceptable treatment by the flight crew. Hope this post will be reviewed by the concerned authorities to take necessary action against the crew and help the passengers in future with these type of discomforts while travelling in the air.
Nooronesa Dawood
1.0
What a disappointing Emirates experience. The cabin crew was very unhelpful, unpleasant and rude. I was an economy class passenger and did not in any way expect to be treated as a business class or first class passenger. We were a family of 4 travelling on Emirates. We were on a 9hour flight from cape town to Dubai and was served a meal for lunch just after take off around 2 and then nothing else offered. Just after 11pm Dubai time got offered a snack. A slice of pizza that was rock hard and burnt like a piece of charcoal. I may have cracked my teeth if I attempted biting into it. When I showed it to one of the crew members she snapped back telling me that there was no more to offer. No apology offered just a stone cold expression. Dubai to Kuala Lumpur was a bit better. Kuala Lumpur to Dubai was equally awful. We were one of the first to be served lunch in the front of the plane and my daughter requested chicken and the staff told her that they could only offer her fish, she could wait to see if chicken becomes available but there was no guarantee yet there were many food trolleys still full. She is allergic to fish so I had to swop with her. Disgusting service. No smiles no pleasant staff. Only when you enter and exit the aircraft there is a smile. Would not want to fly Emirates again.
Clinton M
5.0
We felt it only fair to write this letter and await a response from Emirates before resorting to social media after what we can only refer to as a horrific experience with Emirates Airlines.
Being a frequent Business class flyer with your airline there was no question who we would choose to fly with on a resent business trip to Italy. (Flight M6CGAB) (Skywards – 496 529 305)
We were collected as always by a very professional driver. Once we had completed our booking in we proceeded to the slow lounge which is usually a truly enjoyable experience. However, we were so disappointed with the poor selection on offer and the honestly boring choices. Having experienced Qatar earlier this year when I had no other option but to fly with them this was dreadful and to be honest not even an average score would be a fair rating Sad would have been an option.
The first leg of the flight to Dubai was without any incident, however when we landed the hostess approached me and started questioning me about my Cpap machine. She mentioned that they had noticed to late that I was using it and that it was not allowed. Imagine my surprise as I had flown with the airline about a year ago and there was never any mention of any such thing. I also did a trip with Qatar earlier this year to New York and they had no problem at all. She furthermore advised me to rather check with our onward flight and declare the machine at check in. I was very taken aback by this but told her that I would do so.
When we checked in on the 6th of November at Dubai airport the confusion by the staff was astonishing. Firstly, the young man at check in counter said everything was ok then when my Husband mentioned the Hostess from the previous flight we suddenly had to walk over to some lady sitting at a desk and ask her. She then insisted that we book the machine in. I stated that this was a very expensive piece of medical equipment and I would not be happy doing so. She then requested a letter stating that I had to use the machine and that it was supposed to be accepted as additional hand luggage. I presented the letter to her and she then said that I should have a battery I explained that I have never been requested to have one, so I did not have one. She then decided that she would rather ask for another manager as she did not know what to do.
(Please bear in mind that this is all taking place at about 2:30am)
We then had the horrific experience of meeting a Mr Moustafa. He then quite comfortably told us that we will not be able to continue the flight to Italy where I had early morning meetings scheduled. I would have to book into a Hotel and first see an Emirates Dr. before I would be accepted on the flight. As he would not take a risk of allowing me on the flight should there be a power failure. (It was clear that this man had no clue about the machine and what its function was with a don’t care attitude) I asked who would pay for this and he confidently declared I would. Please note I had no Visa for Dubai! My wife was in tears and in a panic by then and we were extremely horrified by the disrespectful way we were being treated and spoken to. I asked him to please cancel our tickets and that I have an opportunity to get on another flight with another airline who would be able to assist me, like Qatar who I know have no problems with the Cpap machine. How dreadfully embarrassing and degrading for us both not to mention my discussed in Emirates.
Suddenly after another phone call to Mr Moustafa I was told to go immediately and get to the boarding gate and speak to the manager there. I was then told at the gate that I was not allowed to use the machine and only then was I allowed to get on the flight. I was desperate to get to my meetings the next morning and had no choice.
The next morning when landing I was met with disapproval and looks of disgust by fellow passengers. I was embarrassed to the core and could merely bow my head. The embarrassment did not stop there I was further humiliated once I got to my meetings as I had obviously not slept the night before and was strained to focus.
Allow me to explain due to me not being able to use my machine when sleeping I make a horrific noise Snoring and this is because I stop breathing when sleeping so no oxygen gets to my brain and the sleep is disturbed every 2min at the most.
I contacted Emirates while in Italy and explained the situation. On 3 occasions I was told that they would get back to me. I am still waiting…… My supplier took it on himself to also contact them, still no answer accepts that there have been flags raised around my name on the system. I was told to get a battery I again was further embarrassed having to ask my supplier to help me find a supplier for a battery. Only to be told that that would take 2 to 3 weeks for delivery. Imagine our panic and worry.
Without anyone contacting me I was forced to arrive at the airport 4 hours early should there be any problems. Imagine my surprise when I booked in without any issues. At customs like always I was merely asked to view the machine and I was on my way. Not wanting any problems, I was again obliged to not use the machine and greeted with the same disapproval by fellow passengers as before. These people just like myself paid a premium to be spared from the stress and discomfort of an International trip and this is what we got.
Not only Emirates have you and your incompetent staff embarrassed me and disappointed me with the dreadful way in which I was treated and humiliated, I have also been frowned upon by Clients and Suppliers due to my lack of sleep.
How do I Continue from here?
Please also take note that at no point during my online booking was I prompted to declare the machine at all.
Please explain why do some airlines understand the Cpap machine and others not. (see link below) Do you realize that this machine is fitted with a flight mode function and is FFA compliant?
So, It’s clear that Emirates has its own policy with regards to the use of Cpap machines..
Jacques Botha
5.0
To whom it may concern,
It has really not been a good experience flying with Emirates. I flew from JHB to Christchurch. It took the crew a unacceptable time to hand out the food and the flight was approximately only 60% full on the flight from Dubai to Sydney, they also ran out of options twice, once with the main meal and then with the breakfast. I’m not sure as to why one then gets the option of meals if it’s not available. I then returned and was fortunate enough to be upgraded to business class which was great, however, I did notice with both flights that the crew is not extremely friendly and in some cases quite food and abrub.
I was given scramble eggs when returning from Sydney to Dubai this morning, not only was the tubs foil or cover already removed but the presentation was absolutely shocking and nothing to be proud of, in no way in a condition to be fed to passengers. I brought it to the crew’s attention and he just shrugged his shoulders and did not even attempted to over me something else. The lady responsible for that area came and spoke to me and I explained what happened. I also to to please give the gentleman’s name so that I can use it when required when I send the complaint, this also did not happen. I asked her again when I disembarked the plane and she informed me that she would email it to me. She did not ask me for my details.
I find this unacceptable and very unprofessional and would not recommend this Airline. I will be returning soon with my family and unless you change your services and approach to customers, will I have no choice but to be looking at using a alternative airline.
I subsequently had the same experience on my return flight, the flight was not full and they had run out of the lamb curry. There was also a instance where bottles broke due to the flight attendant that bumped into the toilet cubicle, this took them 15min to clean up the broken glass, they continued serving food instead of clean up the broken glass.
Geetha Devi
5.0
Booking: FPLCTW
Ticket : 176 1300 103808
Date of travel : 15 Apr 2017.
I would like to protest against the way I was treated at the check-in counter number 507 on 15.Apr.2017 when I wanted to check in my baggage along with my pet cat (AVI) as accompanied excess baggage.
The counter staff was absolutely rude and even though the NOC and other documentation was perfectly in order refused to accommodate my pet cat for boarding. The fact that the documents were perfectly in order is absolutely and clearly borne out by the fact that I had taken prior confirmation of the correctness of the documentation by emailing the documents to SkyCargo Dubai who in turn obtained confirmation for boarding of my cat from the end station BLR. (Copy of email correspondences attached for ready reference). Also I was able to travel with my cat to BLR and clear customs without any complaints with the paperwork.
I had certainly expected much better from Emirates and am deeply disappointed by such behaviour from the counter staff at 507.
Also note that the counter staff at 507 left her duties midway through the check-in process without caring to complete the process.
But for the help from Mr Jefrey who completed the check-in process and who also again re-confirmed (over the phone) from BLR station that the documents were in order, we would certainly have been stranded solely due to the illogical, irrational, rude and totally unjustified behaviour from the staff at counter 507.
Again, but for the help rendered by the other staff at Emirates, I would certainly think twice before flying or recommending emirates to anyone who values their peace of mind.
Lisa
5.0
On the 25/03/2017 my daughter and I travelled to Thailand with our friends for business. We left Cape town at 4:25 pm and we mended Dubai at 12:40am. Our flight to Thailand was 300am. The flight was 2 hours late, which was too much according to my experience. We were not communicated nor apologies. Our baggages were lost and I missed my meetings. Our coleagues only got their baggages after 3 days. I’m talking about ladies who were suppose to wear their clothes in Thailand and change toiletries had to buy stuff they didn’t plan for. This whole mass inconvenience our plans. To make things worse, the form on their website they told us to fill is very thricky as it always come back after submitting. I’m not sure I will ever fly with this airline again. It ruined my plans and bad experience to my daughter.
Mumtaz
5.0
I traveled from Dubai to Toronto. I got my bag after five days and fully damaged. It’s been several months and emirates customer affairs have not settled my claim of the damaged bag.
shobha
5.0
I was traveling from Seattle to Dubai on 18th August 2016. At least half an hour before landing in Dubai, I went to the restroom. Barely a minute later, without warning the door was unlocked from outside. The flight attendant, a certain Askan Mourad and so on continued to pound on the door after I hurriedly shut the door. Without giving me a moment to compose myself and prepare to exit the restroom this fellow kept banging on the door all the while yelling that he plane was going to land soon.
I fail to understand what he expected of a woman using the restroom to do? Was I supposed to walk out with my pants around my ankles or what?
I have traveled with a variety of airlines, domestic as well as international, but never have I witnessed a steward forcing open a restroom latched and in use. At this point I wont even dwell on the relentless yelling and pounding on the door.
After the flight landed, I tried to talk to him and it only got worse for me. Not only did he start arguing but also talking loudly over me. Instead of apologizing for nearly outraging the modestly of a woman using a restroom, this fellow had the gall to get all unpleasant with me. I was trying to ascertain if he knew the restroom was in use when he barged in, he gave me no coherent response, instead choosing to yell more about landing procedures. I asked why he did not knock on the door before barging into someone’s privacy. Apparently, he had no idea about a such a concept. He was no gentleman. All in all, it was a highly embarrassing and traumatizing experience for me.
I wish someone would teach people how to behave with paying customers, above all women and to apologize when wrong.
Another thing, there should have been some way to prevent people from using the toilets sometime before preparing to land, instead of such primitive ways as the uncouth steward put to use.
Adeluwoye Omolabake
5.0
I do say Emirate is the best airline but to my utmost surprise, my ticketing agent said my flight schedule from Dubai to Lagos was cancelled for Sept 8 and having it changed to Sept 9 amounted to paying an overstay of 300 AED . I was so disappointed because I wasn’t given a prior notice
Manoj
5.0
Not getting refunds for the ticket cancellation. I had cancelled my ticket on 21st June but still waiting for the refunds. Not getting prompt response from refund team.
S B Haffejee
5.0
Skyward No. 248190714
Date of departure 6/8/2016
I travelled from Johannesburg to Birmingham. My one luggage was delayed and not returned to me. I was promised that I will get my luggage delivered to me in one day. It is two days now and I have not received my luggage which had all my medication in it. I am very disappointed with the service that I am receiving I am not kept up to date with progress and have no response from the Birmingham personnel. My first flight was cancelled due to the crash at Dubai airport, I was not notified of it and when I enquired I was told to rescheduled which was a two day delay. I could not get back my hotel money which I had already paid for and now my luggage is delayed or lost. The service of Emirates Airline is really not satisfying.
derek
5.0
Just arrived in capetown, flight ek770 my luggage has visible damage to the bag. The zip and lock are broken off.
Aleksandra
1.0
I’m a platinum member for over 2 years. When my membership was renewed this year Emirates was to offer the complimentary gift that is yet to arrive. It has been 3 weeks already. My son who is also a member of Gold Skysurfer was not credited with his miled. I had to make a call to resolve this. I somehow got the miles credited but just now his membership card was received. It came as Silver member instead of Gold.
James
1.0
I was a passenger on May 20, 2016 flight from Dubai to Frankfurt. The service during this leg was absolutely pathetic. The staff was seen dozing off, and sometimes in deep conversations. I had to walk all the way to request assistance for my child. Emirates is my favourite airline and have been using it for many many years. Want to continue being its loyal flier.
Maria Machado
0.0
We always fly on emirates but last year when we landed in seattle from calgary, the staff assigned in seattle flight ek228 17 sept at 9:40am. They swiped my 15year old daughter’s passport and ripped the lower part of that page. They accused me that we were the ones who did it and told us that our daughter cannot accompany us because of the ripped part. I told them that the passport was fine when we travel from calgary to seattle earlier that day and asked the staff to check the machine she used instead and maybe they can find the ripped part in there. She called her supervisor and that’s when things got nasty. He raised his voice and was actually shouting at me when I told him that we cannot leave our daughter and that she has to travel with us. He and the female staff told me to shut up. I told them that they have to help us as it was not our fault. She took my passport and did the same thing. I showed them that but they still don’t want to take responsibility. They even ganged up on us and did not even show compassion towards my children. My husband was in dubai and was not able to accompany us, we are really really tired and stressed out but no help was given by both the staff and the supervisor. We were able to travel after speaking with american security who advised us that they will help us and we can travel with the same passport.
Till now whenever we want to travel back to dubai through emirates, we remember the incident and decide to check other airlines instead. Until emirates can do something about this specifically with those two staff assigned on that day, we will not feel comfortable traveling with emirates anymore.
I booked an Emirates flight from London Heathrow on 30th of November 2018 to Dubai. At first there was a few hours delay. I had 3 days stay in Dubai and I was to take another flight to Karachi from Dubai on 4th of December. At the airport I was forced to put my hand piece into luggage although, I was allowed to take it from London and they had not forced me to put it in luggage. Then they charged me £61. I insisted I should be taking it with me into the cabin but they wanted to make money by charging me. My new make up and perfumes were stolen from hand piece. After a 3 day day stay in Karachi I was messed at the airport between desks. I missed my flight and had to return the next day on the 8th and was told to buy a new ticket worth £200 UK pounds. After I reached London my belongings were stolen again from the luggage. I won’t use this rip off airline again. If you fill the complaints form no one replies.
Good day,
This is our second attempt to reach resolution on a matter that should be simple and forthright.
My wife and I flew roundtrip between Dulles International Airport (IAD) and South Africa in September. My complaint deals with our DXB to IAD leg on our return home. My wife is pending hip replacement surgery and has difficulty getting comfortable while sitting in Coach class on commercial aircraft. At times, we fly Business class to address this, but the flights to/from Africa were simply too expensive to do this.
On September 28, 2018, we took Emirates Flight #231 from Dubai to Dulles and, in an attempt to help her to be more comfortable, purchased extended legroom seats, at $100 extra, for each of us. When we boarded the aircraft, we found that a sort of bulkhead structure at the base of the emergency exit provided even less legroom than a standard seat. We asked for a change in seats, unfortunately, no other extended legroom seats were available. I am 6 feet 3 inches tall and attempted to find comfort in my wife’s seat, and it was even worse for me. The bottom line: we paid $100 each ABOVE the cost of the standard Coach seating, and one of the seats brought us LESS room than a standard Coach seat. Attempts to resolve this with the onboard crew were unsuccessful.
I am appealing to your sense of decency here. How can you charge $100 extra for a seat — claiming to provide more legroom — and actually provide LESS? Is this really the image your airline wishes to portray?
I am, again, requesting a refund of the extra $100 I spent for that one seat, which was useless to us — no, it was WORSE than simply going with the standard Coach seats at $100 extra, for a THIRTEEN HOUR FLIGHT. I am not even requesting a refund for both seats, as the second one was fine. But that window seat with the very large bulkhead in the way and providing less legroom than a standard coach seat should not in any way, shape, or form be costing more for anyone.
Again, I appeal to your sense of decency. I cannot fathom that an airline with a reputation to uphold would want to effectively misrepresent a seat as providing extra legroom and charge extra for it — when it clearly does not do so.
Harold Baldauf
We fly Emirates regularly however there has been a noticeable decline in – 1. Quality of Aircraft or should I say the maintenance performed on their aircraft 2). Customer Service.
Recently flew from Melbourne to Rome, returning via Paris – First leg paid $3100 to upgrade to business – my wifes entertainment system ICE needed to be rebooted no fewer than 5 times. The problem was not resolved and she elected not to use it as it constantly flashed waking surround passengers. She was offered another seat but not together. Second leg of flight the plan had been sitting in Dubai heat and passengers were almost passing out from the heat. Captain promised it would cool quickly but when it failed to hot air was coming from the cargo hold into cabin and water coming out cold tap was warm enough to dunk a tea bag in we got moved to seats near toilets at rearmost section of plane. Again on this flight we witnessed the staff using knives as screw drivers attempting to fix passengers faulty ICE systems. In both cases on board staff were extremely good and said they would report the issues but suggested we make a complain ourselves. After 21 days we asked for an update on our complaint, we were told they take up to 30 days, after 33 days we enquired again only to be told to contact them again in 2-3 days. I don’t think Emirates has any customer services anymore, they certainly won’t have us as customers as a result of this. For me the way in which companies deal with feedback is a huge factor in where I spend my dollars in the future. Issues don’t automatically mean a company wont get future business from me. Poor or no response to feedback however ensures they will never get my money again.
BTW – 4 flights , 2 Delayed (50%)
We flew from Paris to Melbourne on July 8th 2018 we were returning from our honeymoon and sadly we were over our allocated baggage allowance. We fully expected to pay for the excess luggage but we weren’t expecting to pay 1500EURO ( 2,500 AUD). We have lodged the complaint with Emirates directly in relation to the excessive charges to which were received a response 40 days later advising that they are not going to help and was referred to the baggage policy on the Emirates website. I have reviewed this policy which states that the excess luggage will be based off USD 50 per kilo which roughly converts to EURO 40. We were charged EURO 78 this is almost double. Currently the EURO is stronger than USD so I am confused as to how the rate came to EURO 78
I am asking for compensation for the over payment which is roughly EURO 836 ( 1,300 AUD). I am not wanting the whole amount refunded as i know we need to pay for going over our allocated allowance. Emirates Reference DXB/X/YH/160718/7393666.
Dear Sir/Madam,
As a passenger I am writing in regards to very distasteful experience with the Jet Blue/Emirates airlines.I booked a flight to visit my parents from DC->BOSTON->DUBAI->HYDERABAD with my wife, 9 year old Son and 2 infants on 5th June 2018. The Ticketing Agent forgot to print the tickets with TSA PRE due to that I need to go back and reprint the tickets which caused the delay and we missed the flight. Our luggage went through with out the passengers all the way through destination(HYD). When I filed the complaint with Jet Blue they took the complaint but they took no responsibility to search the bags instead they asked me to contact Emirates. I did and finally I received the 10 bags out of 11 bags after 10 days of missing flight. One of the baggage got missed and other one got damaged (60″ LED TV). When I requested for the delayed/missing/damaged baggage compensation both the airlines are not taking any responsibility rather they are asking to contact each other for monetary compensation. After several calls/complaints I didn’t receive any proper response rather no response. After 20 days JetBlue is closing the case and when I asked for the compensation they are asking to file a new complaint with Emirates. As a passenger I already suffered a lot by missing the flight and now the airlines is giving a tough time to resolve the missing/damaged/delayed baggage claims.
Thanks
Srini
My wife and I booked our trip to Iran months in advance (L3YP4F). We were thrilled to have found tickets with Emirates. We had heard such wonderful things about the airline through family and friends, and were looking forward to experiencing the fine service for ourselves with our 8-month-old baby girl. Unfortunately, our experience did not match with what we had heard. On 3/15, my wife received a Google alert (not from the airline) that our flight with Virgin (Emirates airline’s partner for domestic flight) had been canceled. We called Emirates, and were told to go to the airport and work with Virgin to get the SFO connection. When we went to SAN, the Virgin employees told us there was no way of getting us to SFO on that day, and so they changed our ticket to LAX to DXB to IKA (ticket no 9842153198096, 9842153198092, 9842153198702); we were no longer flying out of SAN. We had to get to LAX ourselves, which with a small baby in tow was not easy. We took a taxi to LA ($350). But this just was only the beginning of this disaster trip. We also had a major problem on our return trip: when we arrived at IKA at 2:30 am, Emirates staff told us that there were no tickets for us on the flight from IKA to DBX, though we were still booked for the flights from DBX and SFO. I frantically called Emirates, and the person I spoke with told me that she is not responsible for this mistake, and we had to contact Virgin to correct it. Feeling slighted, I tried to call Virgin America from Iran, and placed on hold for over 30 mins and no response. I called Emirates back. I requested a ticket from IKA to DBX so we could catch the flights, and was told that this ticket could not get connected to that flight, and I would have to purchase an entire new ticket from IKA to SAN. There were major communication problems throughout our conversation with Emirates agents and I was begging him to issue the ticket before gate got closed. All of this was happening while my wife was caring for our baby in the check-in area, and the agent was informing me that the gate was about to close; I was desperate to get on that plane.
So I agreed to pay $3,408.75 (Q3LAXS) for 2 new tickets to get my family home. I couldn’t afford 3 tickets, which I had purchased in my original reservation. The flights home were a lot less comfortable because we were not given a bassinet, and only had 2 seats for 3 individuals in middle row between two passengers. I asked for help in the airplane and the flight attendant told me if I don’t like my seat I can get out of the flight!!!!! After this experience, we feel wronged. Emirates needs to make this right, and must reimburse us for our expenses and compensate for our mental anguish and anxiety. Then, I put an complain in Emirates website (Emirates Ref. NYC/X/CT/060418/7357241) and requested the following: fares for three passengers for the flight from San Diego to San Francisco that was prepaid but canceled by the airline; taxi fare from SAN to LAX; fares for 2 passengers that were demanded by Emirates for the return trip to SAN, which was prepaid but ignored by Emirates; fare for one passenger (the baby) whose return trip from Tehran was prepaid but also ignored by Emirates; restitution for ticket gouging by Emirates and poor treatment of travelers who did nothing wrong and prepaid all fares, as well as inconvenience and discomfort.
The Customer Affair asked me to wait for 30 days till they investigate the case. After 30 days, they answer to me:
“Per standard airline procedure, inasmuch that you were in possession of an Emirates issued ticket; the carrier with the flight disruption (Virgin America) is responsible to rebook/re-protect your flights and reissue your tickets accordingly.”
Virgin America also playing a game with me and after 35 days I have not received any response from them.
I was flying from Dubai to Delhi on 10th April 2018 in flight EK516, while serving food air person named Victor act badly and while I ask him to give juice first time only, he said he will give later, I said fine No problem, I waited for around 25 minutes but nobody came then I called but again no one came, I press the button around 12 times with a gap of 2 or 5 minutes, noone came and Air person and Air hostage standing, eating and laughing in front of me. and when I reached them and ask why you are not responding they said they were busy, they lied in front of me because of that I couldn’t finish my meal. They had there break and fun specially while your passengers was thrusty and even i told them my seat number they did not came and ask me for anything, they just smile like they don’t give a shit.
I wish one day your company owners or employees will face such disrespect which they do to others.
Trust me it’s very very very bad.
I know Emirates don’t care about passengers, specially who travel in economy class, I traveled with Emirates around 10 times and this is the third time your crew misbehave badly, from now onward i will try not to travel with Emirates if your crew bv keep disrespect ing passengers like this.
Please if you really care take some action against that employee of yours otherwise he will disrespect others also and you may loose many regular customers.
This is my worst worst experience and so disrespectful.
My booking reference is JU6K8S. I had done online check -in the day before, to save time and arrived at the airport 2 hours before scheduled time of departure. This is in line with Emirates guidelines below:
Go to the airport
Bring all your travel documents to the airport
90 minutes
If you’re checking in bags go to our check-in desks at least 90 minutes before your flight
60 minutes
Go through airport security at least 60 minutes before your flight
45 minutes
Arrive at the boarding gate 45 minutes before departure. The gates close 20 minutes before the flight leaves
I had no luggage to check in but still I was made to wait behind all the people checking in their luggage. Moreover, there was a long queue at airport security/ passport control so as a consequence, I did not make it to boarding gate 45 minutes before departure. I presented my boarding pass on multiple occasions, including at Passport control and at check in; and I was never advised to hurry up or to skip the queue, as is normal practice in such instances. Also, my name was NEVER called on the paging system for final call and on the screen in the column where it normally specifies “gate open’ or ‘boarding’ the language was NOT English. I feel let down by the airline as I don’t feel that anything was done to help me avoid missing the flight and I incurred a ‘no show fee’ and change of ticket fee, totaling to AUD $569.34 (see attached).
I was so upset that I spent over 24 hours at the airport (waiting for my next flight) and slept at the airport. This was a great inconvenience for me but I was so upset by what had happened, that I didn’t want to risk it happening again!
Emirates’ post-travel customer service is appalling. No one to speak with by phone. Emails go unanswered. When our flight was canceled (Business class for 4 people from Phuket to JFK) we were offered no alternative other than a flight back 4 days later. We made arrangements on a flight that we found ourselves after being told that although the agent could not book that flight for us, we could seek compensation for what we paid for the tickets. Now customer service is nowhere to be found. So much for their reputation as a premium airline.
After filing a formal complaint on 5 February 2018 regarding Breach of Duty of Care while in transfer in Dubai, I did receive an acknowledgement and a reference number (LON/X/CAL/040218/7332393). Although I was informed that it might take up to 40 days to get a reply, I am still waiting despite contacting Emirates again on the 14 March. I am shocked that such a high profile airline can treat customers in such a rude and disrespectful manner.
It is with disappointment that I have to take to social media to highlight the disrespect some of your Emirates Airlines cabin crew have for their profession and your organization.
Allow me to relate my recent experience on your flight.
I was a passenger onboard KUL-DXB flight EK345 earlier this month (10th Feb 2018). I was waiting for use of the lavatory when one of your cabin crew struck up a conversation with me, typical pleasantries about the flight and where I come from and where she comes from, my purpose in Dubai. She introduced herself as Sheena. She then asked if I had met many Malaysian Muslim women before given my work trips there. I told her our partner company hires many local Malaysian women so yes, I have met quite a few. She then further pressed if I found them attractive. I found this a rather forward question and asked why she was wanted to know. She told me Malaysian Muslim women were very adept at pleasuring men and for the price of AED 2,000, she would be able to offer a night of such experience with her upon our arrival in Dubai. She even mentioned for the price, she would provide some “recreational enhancers” she picked up from her contacts during her layover in KUL which we could consume for a more pleasurable experience (I did not seek clarification as to which specific drugs she was referring to because I had no interest in pursuing this conversation further). Her only condition was that I pay for her services in cash and that we use my hotel room since she claimed she did not earn enough for her own accommodation from which she could engage in such services.
I declined her offer but mentioned I sympathized with the work and pay of being cabin crew. I took the opportunity to ask for her staff ID on the pretense of offering to write complimentary feedback of my flight experience with her, if it would help her career development.She gave it to me (Sheena Kayum, Emirate ID 379063) but was obviously far less pleasant throughout the rest of the flight. I even noticed in her temper, she shoved a fellow female cabin crew on duty and a minor altercation ensued, which resulted in a noticeably tense environment when both were carrying out service duties during the flight. Both were very snappish at each other in front of passengers. Unfortunately I did not get the name of this other cabin crew.
I suppose it would be out of Emirates Airlines purview if your cabin crew decided to advertise their solicitation services when out of uniform on their own time, but its obviously disgraceful that Sheena Kayum had decided to solicit business and peddle recreational drugs from her home country while in uniform and on duty. It shows irresponsibility and grave disrespect to the employer and the laws of the the country.
I seek no compensation over this experience on your flight. But this experience definitely shows how disgraceful your recruitment standards are and your organization’s blatant disregard for your public image.
Emirates Skywards number 00402589272
I accompanied my daughter in-law with my two year old granddaughter, to re-unite with her husband in Auckland but they were refused permission to board flight EK779 on Wednesday 08 November 2017.
If the Emirates staff member who booked them in, perused the Consent document, they would have immediately been advised that the form needed to be stamped by a Justice of Peace Commissioner in New Zealand.
There was sufficient time for my son to resend the form before the departure time and have Immigration allow us onto the airplane.
Sadly, this was overlooked and he provided them with their boarding passes, to wait for the boarding announcement and anticipate this family re-unification, which was abruptly stopped by the Immigration Officer because of the missing stamp.
Due to this oversight on the part of the Emirates staff member, we were treated like criminals and the Immigration officer refused to speak to my son on the telephone so that an alternative solution could be found to have resolved the issue.
This resulted in extra costs, transport, telephone as well as emotional stress and anxiety.
Dear Emirates Airline,
As a first time passenger with Emirates, I am writing in regards to an extremely distasteful experience I had with your airline. The flight was from Karachi to London Heathrow via Dubai. I am a frequent traveler, although I have always traveled with PIA as the flight is direct. Nonetheless, as I was travelling for the first time alone, coupled with knowing the Emirates airline reputation, I booked with yourself for a comfortable travel – although found myself extremely disappointed following the ordeal I went through alone on the day of travel.
The first leg was from KHI to DXB on 5th January 2018 (EK0605) and the flight landed slightly later than expected (approximately 10-15 minutes). I had another flight to catch, with the connection time of around an hour. My next flight should have been at 09.40 from DXB to LHR on the same day. I darted to the allocated gate as I realised there was a tight time frame, although the trailing queues at the security checks further delayed myself. I approached the gate out of breath, although at that point boarding was closing (but had not yet closed). The flight had not yet taken off. The person at the gate declared that ‘boarding is now closing and you are late’, once I argued this, he proclaimed that ‘your luggage has been offloaded so it is best to catch the next flight’. I kept telling this member of staff that I have an exam for which I am urgently headed back, although he did not seem to be interested and responded by telling myself to catch the next flight at around midday as if it would be no hassle. I responded calmly thinking it’s only a couple of hours, I can be patient since my luggage has been off boarded. He directed myself to the Emirates desk.
On the day, many of your airline customers had issues with Emirates and overbooking for many different flights as the queues for the Emirates counter was endless! After long and tiring queues, the staff on the desk were EXTREMELY rude and agitated when talked to, perhaps due to the overcrowding at the counters. The member of staff informed me that I had been off boarded with ‘no show’, when overbooking was evidently the case! They also added that there were there were no flights at all due to overbooking and I would be put on waiting, thereby asked myself to return to the counter closer to the flight time to confirm the flight. On the day, ridiculously, I had to repeat this process for every single flight of the day! Re-queuing per question for hours straight. This was apparently the case even for flights not to LHR directly, as I even requested for flights to any neighbouring airport in the UK or European country out of desperation as I had a University exam.
After spending the most nerve-wracking 20 hours in the airport with anxiety and being absolutely terrified, I still kept queuing for alternative methods to just get back home! After breaking down to my final point, the member of staff at the desk said why don’t you upgrade, at which point I was extremely frustrated! As, since it’s a mistake from Emirates’ side, you could have just offered myself a business class seat rather than making me wait 20 hours in the airport only queuing, pounding on again and again that ‘I have an exam, I’ve never travelled alone, I’m frightened, get me home!’. Only to say, you can upgrade for £2700. My entire flight fare didn’t cost that much!
Emirates refused to help me in any way, as they had too many complaints to deal with on the day! After seeing the state that I was put in, another member of staff at the desk whispered and admitted that there ARE seats, but Emirates is just selling them for an ‘stupid price’ as people are desperate at this point. She gave myself a contact number, to buy another ticket which would be a cheaper option. So, ticket touting was going on. After telling/lying to myself that no seats are available till 9th January in which case I would miss my exam, unless I purchase a business class ticket, I still managed to buy a NEW Economy Class ticket for 6th January at 09.40. Not only did I waste an entire day stranded with utmost agony, my old ticket went to waste, for which I was not reimbursed and I ALSO had to purchase a new and very expensive ticket! Advantage had been taken of my desperation to travel back to my country.
I would also like to mention this incident on your social accounts, so other passengers are aware ways to get ‘rid of passengers on overbooked flights’ and ‘forcing them to purchase new tickets’ as the only alternative. The members of staff at Dubai airport and the airline itself disappointed and shattered my opinion of the airline by the way I was specifically treated. I would kindly like action to be taken on this incident. By doing so, I’d like to give Emirates the opportunity to show that its service isn’t always so poor.
Boarding passes, ticket reference and the new ticket receipt have been emailed at [email protected], alongside an email from an Emirates employee to show that Emirates falsely claimed to have no seats till the 9th January, and how I’d be off-boarded with it labelled as ‘no show’ unfairly!
I recently took a flight from Addis Ababa to Delhi from Emirates and had the worst flying experience of my life so I just wanted to share my experience with fellow travelers.
Emirates’ confusing baggage policy: The website has multiple version for the same information and the customer support’s speed of response is at least more than a week so if you are booking a ticket with Emirates then it is good to figure out the baggage policy first.
Confusing Airport layout and apathetic boarding process: I ended up missing the second part of my flight with Emirates. I arrived at 20:50 pm and then went through security check and other formalities to head to the gate B18 to catch my flight at 22:00 pm. As B18 is far from my landing gate, I took more than 40 minutes to reach B18. As B18 does not have a seating area next to departure, I took a seat a bit away from the gate hoping that I will get a alert from flight announcement to catch my flight. Between time zone differences and lack of annoucements, I reached the gate 2 minutes after the gate has been closed. Although I understand that Emirates does not have control over the airport layout system, Emirates might avoid these occurences by either annoucing the flights or sending notifications to the travelers as it is easy to lose sense of time during time zone changes.
Rude on the ground staff: I admired the in-flight experience of Emirates. However, the on ground staff was one of the rudest I ever encountered. A majority of on the ground staff is outsourced to other companies so most of them do not adhere to Emirates quality levels and are just plain rude to customers.
Inconsistent check-in policy: At the last moment an Emirates’ employee decided to check-in my cabin baggage which has a tiny amount of fragile luggage. I asked the representative whether Emirates would take the responsibility if anything breaks in my luggage but the representative clearly refused it. In the end, I found a broken piece of equipment in my luggage, which Emirates would not cover.
Based on these experiences, I would never fly Emirates again and recommend that no one else should as well.
Please be aware of how disgusted I am in the service I received from your airline. Due to a hour layover and a delayed connecting flight I had to buy another plane ticket to dubai because I was delayed by 5 minutes by your airline and could not check in because the boarding gate closed 5 minutes before I could check in. I was then told by the lady working at your check in that I could not check in because I was 5 minutes delayed by your very same airline. I then begged and pleaded only to be spoken to in the most rude way possible.
Flew from Glasgow to Johannesburg via Dubai the second time we have used them. The distribution of meals is pathetic it takes forever, then its left on your lap tray forever, and the food is poor.
I suggest they send a member of their employee training school onto KLM flight and see how things should be done. The staff were polite but disorganised (Lots of staff but mainly useless)I felt a bit sorry for them but more sorry for my wife and myself having to put up with flight delays on both flights lost luggage last January without any remorse on their part, food not available (No choice available). I don’t care how cheap they are I will never use them again.
Had a very bad experience with the emirates flight while travelling from Hyderabad, India to Dubai where the passengers are not allowed to use the toilets for more than an hour before landing. My 8 year old kid has suffered for an hour with full bladder urgency until the flight has landed. which stressed me a lot and felt very bad with the flight crew ill treatment swearing on us when we asked for help. who is liable if some health concerns raised out of this. This is an unsatisfactory and very bad service that i ever had with any airlines who can’t deal with the urgencies and emergencies of the passengers. We understand the flight instabilities in the air but the relevant staff must be efficient enough and make sure to deal with these problems and comfort the passengers. This is an unacceptable treatment by the flight crew. Hope this post will be reviewed by the concerned authorities to take necessary action against the crew and help the passengers in future with these type of discomforts while travelling in the air.
What a disappointing Emirates experience. The cabin crew was very unhelpful, unpleasant and rude. I was an economy class passenger and did not in any way expect to be treated as a business class or first class passenger. We were a family of 4 travelling on Emirates. We were on a 9hour flight from cape town to Dubai and was served a meal for lunch just after take off around 2 and then nothing else offered. Just after 11pm Dubai time got offered a snack. A slice of pizza that was rock hard and burnt like a piece of charcoal. I may have cracked my teeth if I attempted biting into it. When I showed it to one of the crew members she snapped back telling me that there was no more to offer. No apology offered just a stone cold expression. Dubai to Kuala Lumpur was a bit better. Kuala Lumpur to Dubai was equally awful. We were one of the first to be served lunch in the front of the plane and my daughter requested chicken and the staff told her that they could only offer her fish, she could wait to see if chicken becomes available but there was no guarantee yet there were many food trolleys still full. She is allergic to fish so I had to swop with her. Disgusting service. No smiles no pleasant staff. Only when you enter and exit the aircraft there is a smile. Would not want to fly Emirates again.
We felt it only fair to write this letter and await a response from Emirates before resorting to social media after what we can only refer to as a horrific experience with Emirates Airlines.
Being a frequent Business class flyer with your airline there was no question who we would choose to fly with on a resent business trip to Italy. (Flight M6CGAB) (Skywards – 496 529 305)
We were collected as always by a very professional driver. Once we had completed our booking in we proceeded to the slow lounge which is usually a truly enjoyable experience. However, we were so disappointed with the poor selection on offer and the honestly boring choices. Having experienced Qatar earlier this year when I had no other option but to fly with them this was dreadful and to be honest not even an average score would be a fair rating Sad would have been an option.
The first leg of the flight to Dubai was without any incident, however when we landed the hostess approached me and started questioning me about my Cpap machine. She mentioned that they had noticed to late that I was using it and that it was not allowed. Imagine my surprise as I had flown with the airline about a year ago and there was never any mention of any such thing. I also did a trip with Qatar earlier this year to New York and they had no problem at all. She furthermore advised me to rather check with our onward flight and declare the machine at check in. I was very taken aback by this but told her that I would do so.
When we checked in on the 6th of November at Dubai airport the confusion by the staff was astonishing. Firstly, the young man at check in counter said everything was ok then when my Husband mentioned the Hostess from the previous flight we suddenly had to walk over to some lady sitting at a desk and ask her. She then insisted that we book the machine in. I stated that this was a very expensive piece of medical equipment and I would not be happy doing so. She then requested a letter stating that I had to use the machine and that it was supposed to be accepted as additional hand luggage. I presented the letter to her and she then said that I should have a battery I explained that I have never been requested to have one, so I did not have one. She then decided that she would rather ask for another manager as she did not know what to do.
(Please bear in mind that this is all taking place at about 2:30am)
We then had the horrific experience of meeting a Mr Moustafa. He then quite comfortably told us that we will not be able to continue the flight to Italy where I had early morning meetings scheduled. I would have to book into a Hotel and first see an Emirates Dr. before I would be accepted on the flight. As he would not take a risk of allowing me on the flight should there be a power failure. (It was clear that this man had no clue about the machine and what its function was with a don’t care attitude) I asked who would pay for this and he confidently declared I would. Please note I had no Visa for Dubai! My wife was in tears and in a panic by then and we were extremely horrified by the disrespectful way we were being treated and spoken to. I asked him to please cancel our tickets and that I have an opportunity to get on another flight with another airline who would be able to assist me, like Qatar who I know have no problems with the Cpap machine. How dreadfully embarrassing and degrading for us both not to mention my discussed in Emirates.
Suddenly after another phone call to Mr Moustafa I was told to go immediately and get to the boarding gate and speak to the manager there. I was then told at the gate that I was not allowed to use the machine and only then was I allowed to get on the flight. I was desperate to get to my meetings the next morning and had no choice.
The next morning when landing I was met with disapproval and looks of disgust by fellow passengers. I was embarrassed to the core and could merely bow my head. The embarrassment did not stop there I was further humiliated once I got to my meetings as I had obviously not slept the night before and was strained to focus.
Allow me to explain due to me not being able to use my machine when sleeping I make a horrific noise Snoring and this is because I stop breathing when sleeping so no oxygen gets to my brain and the sleep is disturbed every 2min at the most.
I contacted Emirates while in Italy and explained the situation. On 3 occasions I was told that they would get back to me. I am still waiting…… My supplier took it on himself to also contact them, still no answer accepts that there have been flags raised around my name on the system. I was told to get a battery I again was further embarrassed having to ask my supplier to help me find a supplier for a battery. Only to be told that that would take 2 to 3 weeks for delivery. Imagine our panic and worry.
Without anyone contacting me I was forced to arrive at the airport 4 hours early should there be any problems. Imagine my surprise when I booked in without any issues. At customs like always I was merely asked to view the machine and I was on my way. Not wanting any problems, I was again obliged to not use the machine and greeted with the same disapproval by fellow passengers as before. These people just like myself paid a premium to be spared from the stress and discomfort of an International trip and this is what we got.
Not only Emirates have you and your incompetent staff embarrassed me and disappointed me with the dreadful way in which I was treated and humiliated, I have also been frowned upon by Clients and Suppliers due to my lack of sleep.
How do I Continue from here?
Please also take note that at no point during my online booking was I prompted to declare the machine at all.
Please explain why do some airlines understand the Cpap machine and others not. (see link below) Do you realize that this machine is fitted with a flight mode function and is FFA compliant?
So, It’s clear that Emirates has its own policy with regards to the use of Cpap machines..
To whom it may concern,
It has really not been a good experience flying with Emirates. I flew from JHB to Christchurch. It took the crew a unacceptable time to hand out the food and the flight was approximately only 60% full on the flight from Dubai to Sydney, they also ran out of options twice, once with the main meal and then with the breakfast. I’m not sure as to why one then gets the option of meals if it’s not available. I then returned and was fortunate enough to be upgraded to business class which was great, however, I did notice with both flights that the crew is not extremely friendly and in some cases quite food and abrub.
I was given scramble eggs when returning from Sydney to Dubai this morning, not only was the tubs foil or cover already removed but the presentation was absolutely shocking and nothing to be proud of, in no way in a condition to be fed to passengers. I brought it to the crew’s attention and he just shrugged his shoulders and did not even attempted to over me something else. The lady responsible for that area came and spoke to me and I explained what happened. I also to to please give the gentleman’s name so that I can use it when required when I send the complaint, this also did not happen. I asked her again when I disembarked the plane and she informed me that she would email it to me. She did not ask me for my details.
I find this unacceptable and very unprofessional and would not recommend this Airline. I will be returning soon with my family and unless you change your services and approach to customers, will I have no choice but to be looking at using a alternative airline.
I subsequently had the same experience on my return flight, the flight was not full and they had run out of the lamb curry. There was also a instance where bottles broke due to the flight attendant that bumped into the toilet cubicle, this took them 15min to clean up the broken glass, they continued serving food instead of clean up the broken glass.
Booking: FPLCTW
Ticket : 176 1300 103808
Date of travel : 15 Apr 2017.
I would like to protest against the way I was treated at the check-in counter number 507 on 15.Apr.2017 when I wanted to check in my baggage along with my pet cat (AVI) as accompanied excess baggage.
The counter staff was absolutely rude and even though the NOC and other documentation was perfectly in order refused to accommodate my pet cat for boarding. The fact that the documents were perfectly in order is absolutely and clearly borne out by the fact that I had taken prior confirmation of the correctness of the documentation by emailing the documents to SkyCargo Dubai who in turn obtained confirmation for boarding of my cat from the end station BLR. (Copy of email correspondences attached for ready reference). Also I was able to travel with my cat to BLR and clear customs without any complaints with the paperwork.
I had certainly expected much better from Emirates and am deeply disappointed by such behaviour from the counter staff at 507.
Also note that the counter staff at 507 left her duties midway through the check-in process without caring to complete the process.
But for the help from Mr Jefrey who completed the check-in process and who also again re-confirmed (over the phone) from BLR station that the documents were in order, we would certainly have been stranded solely due to the illogical, irrational, rude and totally unjustified behaviour from the staff at counter 507.
Again, but for the help rendered by the other staff at Emirates, I would certainly think twice before flying or recommending emirates to anyone who values their peace of mind.
On the 25/03/2017 my daughter and I travelled to Thailand with our friends for business. We left Cape town at 4:25 pm and we mended Dubai at 12:40am. Our flight to Thailand was 300am. The flight was 2 hours late, which was too much according to my experience. We were not communicated nor apologies. Our baggages were lost and I missed my meetings. Our coleagues only got their baggages after 3 days. I’m talking about ladies who were suppose to wear their clothes in Thailand and change toiletries had to buy stuff they didn’t plan for. This whole mass inconvenience our plans. To make things worse, the form on their website they told us to fill is very thricky as it always come back after submitting. I’m not sure I will ever fly with this airline again. It ruined my plans and bad experience to my daughter.
I traveled from Dubai to Toronto. I got my bag after five days and fully damaged. It’s been several months and emirates customer affairs have not settled my claim of the damaged bag.
I was traveling from Seattle to Dubai on 18th August 2016. At least half an hour before landing in Dubai, I went to the restroom. Barely a minute later, without warning the door was unlocked from outside. The flight attendant, a certain Askan Mourad and so on continued to pound on the door after I hurriedly shut the door. Without giving me a moment to compose myself and prepare to exit the restroom this fellow kept banging on the door all the while yelling that he plane was going to land soon.
I fail to understand what he expected of a woman using the restroom to do? Was I supposed to walk out with my pants around my ankles or what?
I have traveled with a variety of airlines, domestic as well as international, but never have I witnessed a steward forcing open a restroom latched and in use. At this point I wont even dwell on the relentless yelling and pounding on the door.
After the flight landed, I tried to talk to him and it only got worse for me. Not only did he start arguing but also talking loudly over me. Instead of apologizing for nearly outraging the modestly of a woman using a restroom, this fellow had the gall to get all unpleasant with me. I was trying to ascertain if he knew the restroom was in use when he barged in, he gave me no coherent response, instead choosing to yell more about landing procedures. I asked why he did not knock on the door before barging into someone’s privacy. Apparently, he had no idea about a such a concept. He was no gentleman. All in all, it was a highly embarrassing and traumatizing experience for me.
I wish someone would teach people how to behave with paying customers, above all women and to apologize when wrong.
Another thing, there should have been some way to prevent people from using the toilets sometime before preparing to land, instead of such primitive ways as the uncouth steward put to use.
I do say Emirate is the best airline but to my utmost surprise, my ticketing agent said my flight schedule from Dubai to Lagos was cancelled for Sept 8 and having it changed to Sept 9 amounted to paying an overstay of 300 AED . I was so disappointed because I wasn’t given a prior notice
Not getting refunds for the ticket cancellation. I had cancelled my ticket on 21st June but still waiting for the refunds. Not getting prompt response from refund team.
Skyward No. 248190714
Date of departure 6/8/2016
I travelled from Johannesburg to Birmingham. My one luggage was delayed and not returned to me. I was promised that I will get my luggage delivered to me in one day. It is two days now and I have not received my luggage which had all my medication in it. I am very disappointed with the service that I am receiving I am not kept up to date with progress and have no response from the Birmingham personnel. My first flight was cancelled due to the crash at Dubai airport, I was not notified of it and when I enquired I was told to rescheduled which was a two day delay. I could not get back my hotel money which I had already paid for and now my luggage is delayed or lost. The service of Emirates Airline is really not satisfying.
Just arrived in capetown, flight ek770 my luggage has visible damage to the bag. The zip and lock are broken off.
I’m a platinum member for over 2 years. When my membership was renewed this year Emirates was to offer the complimentary gift that is yet to arrive. It has been 3 weeks already. My son who is also a member of Gold Skysurfer was not credited with his miled. I had to make a call to resolve this. I somehow got the miles credited but just now his membership card was received. It came as Silver member instead of Gold.
I was a passenger on May 20, 2016 flight from Dubai to Frankfurt. The service during this leg was absolutely pathetic. The staff was seen dozing off, and sometimes in deep conversations. I had to walk all the way to request assistance for my child. Emirates is my favourite airline and have been using it for many many years. Want to continue being its loyal flier.
We always fly on emirates but last year when we landed in seattle from calgary, the staff assigned in seattle flight ek228 17 sept at 9:40am. They swiped my 15year old daughter’s passport and ripped the lower part of that page. They accused me that we were the ones who did it and told us that our daughter cannot accompany us because of the ripped part. I told them that the passport was fine when we travel from calgary to seattle earlier that day and asked the staff to check the machine she used instead and maybe they can find the ripped part in there. She called her supervisor and that’s when things got nasty. He raised his voice and was actually shouting at me when I told him that we cannot leave our daughter and that she has to travel with us. He and the female staff told me to shut up. I told them that they have to help us as it was not our fault. She took my passport and did the same thing. I showed them that but they still don’t want to take responsibility. They even ganged up on us and did not even show compassion towards my children. My husband was in dubai and was not able to accompany us, we are really really tired and stressed out but no help was given by both the staff and the supervisor. We were able to travel after speaking with american security who advised us that they will help us and we can travel with the same passport.
Till now whenever we want to travel back to dubai through emirates, we remember the incident and decide to check other airlines instead. Until emirates can do something about this specifically with those two staff assigned on that day, we will not feel comfortable traveling with emirates anymore.