Emirates
reviews and complaints

There were baby cockroaches in and around our seating area. I was able to smash one with my menu card, But more appeared as pointed out by the passenger sitting behind us. I took pictures with my phone and informed the flight attendant.

Flight EK 216 from Los Angeles to Dubai March 14 departure 1640 Business class.

Passenger:

Gurdip Flora

Country United States

I was applied in naukri gulf side,then they called me and proceed for further, I got email from [protected]@emiratesairlineteam.com for documents verification and after that next day I got call from UAE number by WhatsApp,then they asked about me and some questions regarding my job after that they give me an offer letter.

Is it real or fake please suggest.

Hi

I took Emirates flight EK355 from Singapore to Dubai and was travelling in business class, seated on 15D.

Whilst having a meal I found a foreign object and raised this with the crew. Subsequently I was approached by My Anh Tran who took note of my details. I have not heard anything from her and would be grateful if you can revert asap on this matter.

Our Ref: LON/M/CZ/251023/[protected]

08 November 2023

Dear Miss Brown,

Thank you for your recent email and your patience whilst I reviewed this case. Firstly, please accept my condolences for your loss.

---------------------------

Finally I thought someone at Emirates would actually resolve my issue when I received this email after 10 months attempting to get a refund for an unused flight from Australia to Scotland.

Alas, it is another "no reply" email address, despite Cristina requiring a reply!

My father passed away whilst on holiday in Australia and Emirates have not refunded a penny of his flight costing 7459.38 GBP.

I am so sick of writing to people who don't read the emails or ignore/don't understand what I'm trying to say. Further, the complaints system is totally ineffective - I don't know why I'm even bothering to raise this again, here!

Emirates, your refund process is shambolic - and awful for families who are grieving and in need of the money for expenses.

Our Luggage was lost on recent trip to Bangkok (via Dubai 2hrs). I say lost but in reality the check in agent attached the wrong tag to the bag which ended up in Malaysia. Normally we (and nobody else) check the receipt so only realised this when the luggage did not arrive. We gave all this info when we filed our delayed / missing luggage report.

All we were told is the bag is in London and being checked. This went on for a few days. Until I pushed for an escalation to a manager. They then checked this route and found it. It tool 4 days to arrive by which point we had moved to our next location.

No Emirates refuse to acknowledge this and give a full refund on the expenses we incurred on buying day and evening clothes. The agent wont even escalate the issue.

How do I escalate this?

I filed a complaint for my ticket as I was given one way ticket and charged more, instead of my return ticket. The Customer team is saying that If I need return ticket, I should pay the change fee. I am 100 percent sure, I booked a return flight. I will not pay any change fee. I am willing to pay the PKR 2,00,000 extra for my return ticket. Asking me to give change fee is injustice and robbing. This is very pathetic. Waive off the change charges, or cancel my ticket free, so that I book the return ticket. Don't loot me. There is a huge glitch in the system and the Customer service is very disappointing.

Booking Reference Number HCGEA2

Dear Sir/Madam,

I wanted complaint about the mistreatment I’ve had coz the not so competent officer who did our check-in rearrange the seat coz there was a kid traveling alone and here I am a mother of 2 kids and they said that as my uncle also travelled with us they moved him with my kids and the not so kind personal demanded for me to change the seat for their convenience when the lady said that I could exchange it with my uncle as I’m traveling with my kids. This is totally uncalled for and not something I would have expected from an airline like emirates. So I kindly request that you do something so that I could sit with my kids as my elder son is also feeling sick.

Current manager of emirates lounge , bring pork spam meat to lounge from outside share with staff and cook in halal kitchen after she start working

some of the staff already complained to companies we are working with , we want to inform Emirates too by unknown source , we don't wanna involve or fire because of this matter . we hope emirates will see this

My last trip with Emirates has been deeply disappointing, marked by frustrating incidents that raise concerns about the airline's commitment to customer satisfaction and safety. The issues I encountered include a significant problem with their cancellation policy, lack of responsiveness from their customer service team, concerning safety practices, refusal to reimburse for damaged luggage, an extensive delay during the return flight, and a stark contrast in service quality between Economy and Business class.

Regarding the cancellation policy, I received misleading information from three representatives, who assured me (on a monitored and recorded line) that I would receive a full refund if I canceled within 24 hours. However, they failed to mention the crucial condition that this only applied when the flight was at least 7 days after the initial booking. As a result, I tried to cancel within the 24-hour window but could only reschedule. This costed me a $500 loss vs. the option of cancelling and booking a new flight for the following day. Despite Emirates acknowledging in writing their mistake, they repeatedly refused to provide a price match or refund, and eventually even stopped replying to my follow up messages on the open complain.

The lack of responsiveness from Emirates compounded my frustration. Numerous follow-up messages went unanswered, showing a lack of interest in resolving the issues I faced. It is disheartening to be met with silence and indifference after such a disappointing experience.

During the flight, I was alarmed by a safety practice where all blankets were collected and piled in front of the emergency exits to save time (see attached pictures). This compromises passenger safety by potentially impeding access to emergency exits during an evacuation. Safety should never be compromised for convenience and cost cutting.

Emirates also declined to reimburse me for one of two damaged pieces of luggage, despite the damage occurring during their handling. This refusal to take responsibility for passengers' belongings is disappointing and reflects a lack of care.

Furthermore, the return flight experienced a significant delay for a missing document, resulting in passengers being seated on the plane for over two hours, including boarding time. Despite the delay being just a few minutes short of two hours, the lack of updates, assistance, and provisions such as free Wi-Fi or refreshments left passengers feeling inconvenienced and neglected.

The stark contrast between my previous exceptional experiences in Business class and this subpar Economy class trip is disheartening. The service quality and care for Economy class travelers fall short of expectations.

In conclusion, my trip with Emirates in Economy class has been marked by disappointment and frustration. The misleading cancellation policy, unresponsiveness, inadequate handling of luggage, safety concerns, lack of consideration during delays, and disparity between Economy and Business class experiences paint a negative picture of the airline's commitment to customer satisfaction. I strongly advise travelers to carefully consider their choice of Emirates for Economy class travel.

am contacting regarding my damaged baggage from my flight from DXB to EWR on Jan 28th 2023 (baggage # EK 493971. On collecting my baggage from the belt, I noticed that there was significant damage to my suitcase. One of the wheels were broken and missing and there was a huge crack in the middle of my suitcase. It was damaged in such a way that I was unable to wheel the baggage to my car and had to pay $6 for the baggage cart at the airport to transport it to my car.

I had filed a complaint form online the very same day and my case has been transferred and ignored and left unresolved for over 6 months now! I have been contacting multiple departments for proper compensation and for them to take responsibility of the poor handling of Mt baggage. This experience has affected me emotionally and financially. I am deeply disappointed by the way Emirates has handled this entire situation and the lack of accountability shown to their customers.

Good day
Names Raymond van Heerden Diane van Heerden
Disabled
Travels with her own wheelchair
Flight Durban to Dubai EK776 18h40 6 July 2023
Seat 47K 47J
Flight Dubai to London Gatwick EK015 08h00 7 July 2023
Seat 62 B 62C

Diane van Heerden (disability) With regards to my wife’s disability. She had polio at the age of one. And as a result, has no Muscles in her one leg and a knee replacement in the other. The bones in the polio leg are thinner than that of a 12 year old.
With regards to the above there are some minor complaints and one overriding unacceptable complaint which I will highlight.
With regards to flight EK776 I had to incidents of poor and inconsiderate service from the cabin crew. Yes it started as a bumpy flight something no one has control over.

1. When service started, I requested a Brandy /cognac with a Pepsi. The male member of the cabin crew apologised he had no more on the trolly but had to more rows to do then he would return with the drink, Which never happened. Eventually when I noticed they were already clearing the cabin, I had to ring the bell for service to get a drink. (seat 47K)

2. The screen at my seat was reported 4 times that it did not work. Each time they promised to reset. The last crew member who reset my screen stated “ if this does on work and you insist on being entertained, we can move you to another seat. I am traveling with my wife why would I want to be move to a different location without her? (seat 47K)
With regards to flight EK015

1. Upon landing it appeared that the plan had missed its turn, so we ended up sitting on the runway for some time awaiting a truck to push us back before we could Taxi to our bay.

2. This had a knock-on effect apparently. In so far as there was no wheelchair available to take me wife off the plane. She was continually asked both by ground staff (yellow jacket with a wheel chair) and the senior cabin crew member (I assume as he uniform was different to the rest) to walk up to the station for pickup despite my explanation that even with here crutches she would not manage the distance. This became rater irritating. Eventually a wheelchair arrived, and she was taken to the station where a buggy was to pick up her and two other disabled passengers. After various discussions a man arrived with a wheelchair. At this time it was noticed that an emirates “inspector” who had over heard our discussion about being deserted, abandoned etc. The man with the wheelchair phoned his controller in the presence of the inspector, and us the passengers who had now been waiting at the station for some time (I would estimate at least half a hour). The controller stated that it would be another hour before any buggy assistance could be given.

At this stage I loaded our hand luggage on my wife’s lap in a airport wheel chair and made our way through customs / baggage collection, found the wife’s own wheel chair transferred her etc. It must be noted that it is exceptionally difficult to push a trolly of luggage and a wheelchair. At this stage we felt that the airline and ground staff had basically written us off as a annoyance, felt discriminated against, abandoned and very disappointed.
In the meantime, we had family waiting to collect us, who were concerned due to the length of time it was taking from landing to exciting. The a 3.5 hour drive to my son’s house.
My concern it that at the end of our stay in the UK we need to travel back to SA on Emirates leaving 3rd September 2023. What service are we to expect?

I look forward to your response.

Raymond van Heerden

Can be contacted on [protected]@live.co.za

I will blow the whistle on the most disgusting experience my whole family ever had for a big airline claiming one of the best service.

I’m a fitness influencer with millions of views across YouTube, Facebook and Instagram. All my accounts are verified with blue check mark and I have tones of loyal followers. This is who I’m, https://instagram.com/amiralshamy_?igshid=NTc4MTIwNjQ2YQ==

I’m well connected with big YouTubers in the Middle East with millions of following.

The bad experience my whole family had. My little niece, she is 8, she was flying as Uncombined Minor (UM) on Ek921 Dubai - Cairo on 17th of June.

My sister booked everything for her plus UM service and they even called the Ek customer service 3 hours before the flight depart, and they showed up (my sister and my little niece 2 hours before the flight) and queued up to check in for my niece as my sister wasn’t traveling with her.

And after they wait and queued up, they were told she supposed to be in UM queue not the normal queue for the flight, and marked my niece as no show passenger, WHY WE BOOKED UM SERVICE IF WE DONT GET ANY HELP EVEN IN THE AIRPORT!

Resulting us booking a new flight and paying another 2450 dirhams more.

First of all it’s emirates customer service fault as we called them 3 hours before the flight and the call is recorded

Second of all customer service in the airport who mislead them and basically no service. And she is a little kid traveling alone.

I’m attaching the flight details on this email.

What I requested

1- Better customer service with better caring especially if a little kid UM traveling alone, at least they call them, direct them to the right counter, what if the kid was missing!

2- Refund of the extra 2450 dirhams we paid on a top, however we showed up 2 hours before the flight and called customer service 3 hours from before, no clear instructions no caring and resulting us a nightmare for the whole family.

I PROMISE YOU if we don get an apology plus a refund. I will do videos in Arabic that get millions of views plus ask my famous YouTuber friends to do English one and send them back to you to entertain yourself.

Regards

Amir

I was allocated an economic fare instead of premium economy and the service was appalling. No reply to y complain

Dear Hemlata

Thank you for your query – we will respond as quickly as possible.

For your reference, please find a summary of the information you submitted:

Contact us details

Topic Feedback

Subtopic Complaint

Title Mrs

First name Hemlata

Last name Kotecha

Email [protected]@hotmail.com

Country of residence United Kingdom

Phone number Mobile: +[protected]

Feedback Category 1: Other

Booking reference number 1: E6P6KN

Ticket number 1: [protected]

Flight number 1: 0345

Departure date 1: 15 Apr 2023

Departure city 1: Kuala Lumpur

Destination 1: Dubai

Class of travel 1: Economy

Comments 1: [protected] I have sent in a complaint but no response has been received

The Emirates team

I am a travel agent from the Bahamas. I have two (2) offices registered both in the Bahamas and the United States.
Please help me with your customer service process. The communication is not good and this affects our professional business towards our clients.
Our company has spent thousands of dollars with Emirates every year for over 7 years, with group bookings.

Dated of travel 13/04/2023 from Manchester Airport UK to Dubai

missing luggage upon arrival at Male Airport 14/04/23

Luggage was then received 3 days later on 17/04/23.

This was very upsetting and stressful to say the least as this was a holiday of a lifetime to celebrate our 25th wedding anniversary.

Therefore we had to purchase clothes and basic toiletries.

There was only one source of communication of which was an email saying "we are sorry and we are trying to locate your luggage"

please let me know if any information is needed

regards

I Suneetha Ganeshappa Aralaguppe, recently travelled in Emirates from Bangalore to Warsaw and back from Warsaw to Bangalore. Ticket No: 176 [protected], Mobile No: [protected]
I regret to mention while travelling back from Warsaw to India, my luggage was not handled properly. My suitcase zip was broken and I am not able to use the suitcase. I am not able to find the chain of Zip as well.

I booked a flight (book # LNRF3W). Within 3 hours of booking I called Emirates Dubai to cancel my booking. Consultant helped me to complete the form for refund. I received acknowledgement with summary of my request. Since then followed up several times and even went to Chicago O'Hare Emirates office to cancel the reservation but they cannot helped. As per United States Department of Transportation rules, flights cancelled within 24 hours of bookings are entitled for a full refund. I also paid for the premium seats. On my second booking *reference no M28RIW, same situation as I cancelled it within 3 hours. Emirates send email that $300 per passenger will be deducted which is not the law as per Department of Transportation rules for United States when ticket is cancelled within 24 hours. If not resolve, I will file a formal complaint to my Department of Transportation as well as to Credit Card company.