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2.0 724 Reviews

Emirates Complaints Summary

187 Resolved
537 Unresolved
Our verdict: When using services from Emirates with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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A
12:00 am EST

Emirates terrible service!

Would like to register an official complaint about the poor service that I have received through the skywards customer service center telephone staff. In August 2007, I was upgraded from silver to gold status and was expecting to receive the new pack as I, my husband and my child have always done in the past. However, the pack did not arrive.

When I chased it up at the end of August through the customer service center telephone number – [protected] – I confirmed that the telephone number and postal address was correct but the pack still did not arrive. Prior to traveling in November 2007, I again chased the pack through the customer service center, again confirming the telephone number and postal address but again the pack did not arrive. This meant that I was not permitted to access the lounge in Dubai and Singapore as the only card I had in my possession was a silver card not the required gold card.

I was informed by the Emirates staff at the check-in counter at both airports that without the physical gold card they could not issue a voucher to the lounge, despite the fact that I had accrued more than enough points to earn the gold card. Upon my return to Dubai in January 2008, I again chased up the card through the customer service center and again confirmed my telephone number and postal address. However, the operator also confirmed my street address – a detail that no other operator had done in the past. The address on file was more than 2 years out of date. I corrected the information and was assured the information was on its way.

In February 2008, I again contacted the customer service center having not received the card more that six months after the original date. The operator, after hearing my complaint stated as above hung up on me.

I then tried calling four additional times but each times was hung up on after the phone was answered by the operator.

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Mamata Kalbande
,
Feb 08, 2008 12:00 am EST

I found no way of providing a feedback to Emirates Airlines. This is the only way I thought I can share my thoughts about it.
Along with my family I recently went to India by Emirates Airlines - Houston to Mumbai via Dubai. While boarding from Houston, our cabin bags were taken away saying that there was no space (which we later found, was there). We were not even given any time to take our important stuff to keep with us. Upon asking we were told, that our bags will be given back in Dubai. However when we reached Dubai, we found out that we had to clear immigration to get our cabin bags, which was not possible. And were asked to transfer those bags to our final destination. We had all our next boarding passes and important papers and things in those bags. Since we had no other choice we had to make a request for the bags to be sent to our final destination.

We got our bags 7 day after we reached. Not only that, the seal was broken and some of the goods stolen! What I don't get is, why were we not told about the immigration clearance required just to pick our cabin bags. Its not like we didn't ask. After a lot of requesting we were told that we will get our cabin bags without any problem? If the airline crew itself don't know any thing, what are we supposed to do? Its not the money but the memories we lost from the goods that were stolen. All we want is that the culprit should be caught! If the internal airline members do such a thing can we really trust them?

This has been a very bad experience for my family, never to be forgotten!

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julie Amari
,
Feb 10, 2008 12:00 am EST

I traveled overseas from Sydney to Syria on the 16th of July 2007. our flight was delayed in Sydney and didn’t fly out till 10.00pm, this made us late for the flight from Dubai to Damascus. We had to wait 5 hours until the next plane. In this time I had something to eat at your restaurant in Dubai airport. I fell very very sick on the flight from Dubai to Damascus. I was vomiting non stop in the bathroom and no one would help me. My head was spinning and asked staff that I really needed to lye down, I was told to sit in my chair and nothing can be done. I was really sick and had a huge head ache. They didn’t help. I was mad with them.

I had my 6 year daughter with me. She was so scared she was by herself most of the trip as i was sick in the toilet.

On our flight home from Syria to Sydney (3rd September) we purchased a bottle of scotch from Dubai airport. This was taken in customs. I explained that I had just purchased it and was told I can’t take liquid on board. WHY WEREN’T WE TOLD. I paid $180 USD. THERE WHERE HUNDREDS OF LIQUOR BOTTLES IN A HUGE PLASTIC CONTAINER, Someone is making a lot of money? This is not fair and I think I should be refunded, Something or someone is CORRUPT

My family and I have traveled with you before on a number of occasions and never had problems, I don’t understand why the service of Emirates has gone down so much. I am extremely upset with Emirates!

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WithheldIt
, NZ
Aug 20, 2009 4:36 am EDT

Have flown internationally on KLM, JAL, Singapore Airlines, British Airways, Air France, Qantas, Air New Zealand, LAN Chile, China Eastern, Jetstar (and even Continental and United back in the day) plus others I've no doubt forgotten and a bunch of domestics. Would fly any of them again tomorrow but hope never to fly Emirates again. Their gloss is only skin deep. They talk a good game but when you really need it their customer service is the worst of any - unless your idea of a holiday is paying for a tickets then staying home. Just save yourself and your family the hassle and fly an airline that makes an effort.

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positivepeople
, AE
Jan 30, 2009 9:51 pm EST

sarah no they dont, people treat crew like ### ..have people ever heard of a please and thank you..no its just get me!

all i can say dont bite the hand that feeds you

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li
,
Jul 10, 2008 1:29 pm EDT

emirates airways is awful!

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vernon
,
May 02, 2008 2:25 am EDT

If u do not have a Gold card, u cud go to www.skywards.com and log into u r account and under my account option u have temporary card. U cud print that temp card and utilize to get all the benifits of the Gold member like access to the business lounge . U cud also send a fax to [protected] with u r correct postal address and the post code.

PS: Also to let u know that if one has a silver card, they cud access the business longe

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sara
,
Mar 27, 2008 11:10 am EDT

I don't have any other word except don't travel with Emirates. They are awful. They treat people inhuman.

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Eddy Lim
,
Feb 14, 2008 5:16 am EST

Have you tried calling singapore emirates office?

ComplaintsBoard
S
12:00 am EST

Emirates terrible service!

I have recently traveled with emirates from birmingham - dubai - bangkok return and have to say it is the worst flight so far I have experienced with them. Each flight was delayed (4 flights total) one by over an hour, passengers were left sitting on the plane during this time without any offer of refreshment. The seats in economy are very uncomfortable and no leg room whatsoever. I traveled with many airlines and have to say this is the worst for comfort. I know it is economy class but millions of passengers travel this way, a little comfort would not come amiss. On arrival at dubai it seems the security is in reverse ie; security checks on disembarking the plane (Holding you up for the connecting flight) but no security before boarding the next plane even though you could have spent time in the departure lounges and duty free.

I have emirates several times in the past and found it convenient to fly direct from birmingham (The only thing in it's favor) in future I would rather have the inconvenience of traveling to another airport and having the choice of a decent airline than face that torture again.

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ashraf elsiddig babiker mohammed
,
Jan 23, 2008 12:00 am EST

I was traveling from dubai to mombay flight no 504 date 11-01-2008. I have been delayed to other flight although my reservation was ok.

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Geoff De Manser
,
Jan 23, 2008 12:00 am EST

Emirates, so far in advance of it's competitors in every aspect of service until it comes to losing baggage, customer follow up and customer service. We checked 5 bags at Auckland in New Zealand. A 4 hour flight later and we were in Melbourne but only 4 of our bags made it. We were assured at the time by the Emirates Airport staff that they bag would most likely show up the next day and then would be couriered to us at no extra charge. We were given a contact number that we have called frequently and get no response from. We called the airport direct and were transfered through to the Emirates baggage services twice and even though we have been assured we would be kept informed no one returns our phone calls.

What do we need to do? Not good enough!

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positivepeople
, AE
Jan 29, 2009 5:15 pm EST

considering everything in the lounge and duty free is security screened there is no danger. and your screened during transfer to ensure you not transporting goods that are dangerous or illegal!

So all of your flights were delayed by an hour...did you arrive in time to catch your connecting flight...yes... SO WHATS THE PROBLEM?

some people are not happy unless they;re complaining

ComplaintsBoard
M
12:00 am EST

Emirates misplaced luggage!

I am a resident of Dubai and always take pride in flying Emirates. I am a Skywards Gold Category member (by virtue of earned miles) indicating at my loyalty towards Emirates. I always take pride in associating myself with Emirates in any way. It is clearly evident that the service delivery as well as the quality is fast declining on Emirates and a frequent flyer like myself can not only observe and notice it but can easily compare the same with other global airlines. Anyways, I have always convinced myself so far that things will improve and will bring back the glory to Emirates.

In the midst of this impression I had developed about Emirates, there happened an incident which totally shattered my confidence on Emirates Airlines. I checked on EK 512 dated 16.01.2008 from Dubai to Delhi. The flight was scheduled at 5:15 a.m. to depart from Dubai. Assigned gate was number 41. Everything was going on usual till I reached the boarding gate. I noticed a long queue (in the corridors that runs 2 floors underground) waiting for the buses to arrive to transfer the passengers to the aircraft. The sight was totally uncommon and in sharp contrast to what anyone thinks about Emirates. It was a shame for me to hear the comments being made by people who were connecting through Dubai to further destinations and were unfortunately on this flight. Sarcastic comments likes " we thought Emirates is world's best " or "wow...is this what Dubai offers " were embarrassing for someone like me who is always proud of Dubai and anything associated with it. The flight departed after 1 hour of delay and when we reached Delhi airport, it was a chaos because lots of baggage were reported to be misplaced. I was flying business class so was lucky that one among the ground staff announced my name near the conveyor belt and upon contacting him, i was told that baggage of 82 passengers could not be boarded on EK 512 and will be delivered next day when they arrive into Delhi by the next incoming Emirates flight the following day i.e. on 17.01.2008. It was a surprise but then i thought it is ok... happens sometimes. I quietly filled in the PIR, gave my contact details to the Emirates Ground Staff at Delhi Airport and left for my home more or less sure that my baggage will arrive next day and that Emirates, as promised, will ensure to deliver it at my residence in Delhi.

Come next day, I started calling Emirates Delhi Airport Office and was diverted to voice mail probably 5 or 6 times. I was running out of patience after trying to contact them for about 2 hours and all in vain) and gradually the fear started sinking in that something is wrong somewhere. I was lucky enough to contact the Emirates Ground Staff at Delhi Airport after numerous attempts and was told that my luggage did not arrive even on the next flight. I asked for the reason and was told that there is some problem at the Dubai Airport Baggage Handling. I called Dubai +[protected] (Emirates Customer Care) and informed them about my situation. They were kind enough to call me back informing that the baggage could not be loaded even the second day and they will try to load it on next Delhi Bound flight on 18.01.2008. Having no choice, I agreed but told them that if the baggage does not arrive on 18th then i don't need it anymore in Delhi as I am coming back to Dubai on 19th. I am keeping my fingers crossed hoping my baggage arrives tomorrow i.e. on 18.01.2008.

I came to Delhi on a business trip strictly related to a signing of some important property related documents. I am without my luggage and also went through some anxious moments trying to contact Emirates Ground Staff at Delhi Airport. My question is what do I do in such a situation? Can I forget or ignore this experience? Will I ever get to see my misplaced baggage ? Will an offer of few skywards miles suffice as compensation? Is this Emirates really... ?... so on... What do I do and who should i address this complaint to?

Please advise smb.

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Diana Liyanage
London, GB
Nov 15, 2014 4:03 am EST

Aologies, this comment posted before I had amended it as I see you have not yet got your bag back. There is obviously widespread bag theft/negligence by emirates in india. Emirates should do something to safeguard their customer's luggage in these cases, considering the cost of flying with them is at least £200 more than other airlines.

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Diana Liyanage
London, GB
Nov 15, 2014 4:00 am EST

Hi
I have had a similar experience, my whole luggage was lost from emirates at Mumbai airport and I strongly suspect the guys at the check in desk took the bag - I never saw him put a label on the bag or moving it down the conveyor belt. Emirates are apparently 'trying to trace the bag' but have not taken anything I have said seriously. There is not even any human response to it. You are lucky you at least finally got your bag back, mine contained all the christmas presents I had bought for my family, as well as many other personal items.

I can't believe that this could happen at a large international airport. Really not happy.

Diana Liyanage

ComplaintsBoard
M
12:00 am EST

Emirates damaged luggage contents!

My luggage on transit from London over Dubai to Australia was left in 50 deg C heat for two days in Dubai (late arrival to Brisbane) in which all my expensive clothing and gifts were spoiled due to plastic bags and shampoo bottles melting in searing heat and had caused damage to my luggage contents. In addition of being unable to gain access to my unit (my keys were kept in my luggage) and ending up paying 2 nights of hotel accommodation out of my pocket, I also ended up over $500 worth of contents damage. Despite alerting Emirates customer department immediately delayed/lost luggage and contents damage, all they have to offer me is some free flight points next time when I fly with them. No compensation for damages nor out of pocket expenses for hotel accommodation! They basically turned my long-planned London trip into a very bad experience. I would not recommend Emirates to any Australian flying public. In contrast, Qantas airways provided us and my parents free accommodation at the Melbourne airport when their LA-Melbourne flight was delayed, causing us to miss our train scheduled to depart that night to country Victoria town of Sale. They also provided us with a free rental vehicle. Now that is a extraordinary service, 10 out of 10 marks to the great flying Kangaroo. I have 6 email correspondence with Emirates Customer department and can provide it to relevant/interested parties if needed.

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Update by Miss P.
Apr 03, 2008 4:25 pm EDT

Subject: Emirates Airlines
Dear Sir/Madam
Could you please remove my postal address and phone number from the above posted complaint since it breaches my privacy?

Both the address and the phone number is actually mine, not the Emirates's phone and address (it supposed to be Emirates and not mine).

Thank you in advance
Miss Pinar Ozaydin

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paul
, AE
Apr 12, 2009 8:04 am EDT

Dear Sirs,

I am writing in regards to a visit visa standoff between me and one of your employees who promised to issue me two three month visit visas at a cost of AED 1500 each.

I payed the money to this particular gentleman and he processed one of the visas though its validity was only for two months, the second visa though fully paid was never processed and no reason was given.

After a bitter follow up with your employee and upon disclosing to him I would follow up from your offices, he offered to pay back the money in installments.

Six months down the lane since our agreement for the payment to be done, this gentleman payed for three months and refused to pay the balance. please advise me what would be my chances of getting back my money since I have many responsibilities and I am quite caught up financially.

I have some of the emails which we exchanged during this time and i will be willing to forward them to you if need be.

To contact me on any precendings please use my address paulmtd@hotmail.com

ComplaintsBoard
V
12:00 am EST

Emirates non receipt of baggage - ek 516

My family and I traveled to bangalore on the 19th of december on emirates. Out of the 5 bags that were checked in - we only received 3 on arrival at the bangalore international airport. We were given a contact number for the baggage section to co ordinate with regarding the remaining bags. We found out that we are not eligible to any compensation as we had received part of our baggage! Several email were sent to the customer relations etc (Which I have included below) they were on holiday and then there was no response.

An airline of emirates' calibre promises the best service etc, but sadly does not deliver. If someone can help me in this regard I would be much obliged.

A copy of the emails sent to the customer affairs at emirates

Date: sat, 29 dec 2007 03:53:28 - 0800 (Pst)
From: vandana aroon
Subject: reminder: fwd: non - receipt of baggage - ek 516 - december 19, 2007 - urgent
To: customer. [protected]@emirates.com

Dear,

Further to my email regarding compensation for the non receipt of my bags, given below, I have not yet received any response.

Baggage with the tag number ek630409 was received on the 23rd morning. The bag contained perishable goods which due to the delay in arrival, was spoilt and not fit for use.

Since these bags contained my personal items such as clothing etc. Please advise regarding compensation as I have been inconvenienced and have had to make purchases. The local baggage office and toll free number (A call centre in mumbai) were not able to take a call on the same as they apparently are not authorised to process the claim. We were advised to write to this email id. This has been done on the 21st of december - with no effect.

Request you to take action at the earliest and expedite our claim request as we are returning to dubai on the 4th of january. I am a skywards member - ek [protected] and expect the service you promise and solicit a reply in this matter.

Best regards,
Vandana aroon

Vandana aroon wrote:
Date: sun, 23 dec 2007 04:25:20 - 0800 (Pst)
From: vandana aroon
Subject: fwd: non - receipt of baggage - ek 516 - december 19, 2007 - urgent
To: customer. [protected]@emirates.com

Dear sir, madam,

I am still awaiting your response to my earlier query regarding compensation for mishandled/delayed baggage.

Request prompt response.

Vandana aroon

Vandana aroon wrote:
Date: fri, 21 dec 2007 22:12:02 - 0800 (Pst)
From: vandana aroon
Subject: non - receipt of baggage - ek 516 - december 19, 2007 - urgent
To: customer. [protected]@emirates.com

Dear sir/madam,

I would like to bring to your notice that my family and I -

Aroon/kpmr
Aroon/vandanamrs
Aroon/vedanthmstr

Travelled on ek 516 - dxb-blr on 19 december, 2007. We are holding confirmed return tickets on the 4th of january 2008. On arrival at the bangalore airport, we did not receive 2 nos. Baggage under tag no. Ek630409 and ek630406.

Yesterday - i. E. 21 december, we received 1 bag no. Ek 630406 that was ripped apart completely and wrapped in a transparent polythene emirates bag. The scanned copy of the emirates mishandled baggage receipt no. 1640 (Case no. 12787) dtd. 21 december 2007, and comments are attached.

Our contact person at the local offcie in bangalore - ms. Devaki adviced us to return the bag in the received condition to claim compensation for the bag only. This has been done.

The remaining bag still to be delivered contains all my clothes and personal effects. As per ek policy - if part baggage has been received the traveller is not eligible to receive any compensation for the non received baggage (As adviced by the local staff - mr. Sriram raju, mr. Prasanna, ms. Devaki, mr. Raghavan).

We are travelling as a family and as such the baggage was checked in under one name - i. E. Aroon/kpmr. All the 5 pieces of baggage were booked under this name. Your policy of non compensation for receipt of part baggage cannot be applied in our case. If needed the bag, labelled with my skywards tag - vandana aroon - ek [protected] can be checked in my presence to verify that the contents are indeed my clothes and gifts.

The reason for non delivery of the misplaced baggage is the malfunctioning of the conveyor belt in dubai, (As explained to us by the local office in bangalore). Regular ek flights have arrived from dubai with passengers and luggage since. I fail to understand how my baggage has not been able to reach the " so called malfuntioning conveyor belt". I have been assured that my baggage will be sent on the next available flight, to no avail.

Given that I am in india to attend family weddings, the delay in receiving the bag no. Ek630409 has caused extreme inconvenience and I have had to make many purchases to ensure that I am able to attend these personal; functions. I am expecting that an airline of your calibre will address this issue on priority and ensure;

1. Prompt delivery of baggage (In good condition, unlike the earlier one)
2. Compensation for the purchases made to cover the delay in receiving the bag

Being a skywards member I expect assistance of the standard you claim to maintain. I am very disappointed and hence this written request to expedite the matter at the earliest. My local contact number is + 91 80 [protected]/+91 [protected]/+[protected] (Roaming dubai number).

Vandana aroon

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Nisar Ahmad Khan
, IN
Dec 07, 2009 2:03 pm EST

Dear Sir/Madam,

I would like to bring to your notice that my family and I travelled to Delhi from Riyadh via Dubai on flights EK3818 (Riyadh to Dubai) starting on 18th November, 2009 and EK 512 (Dubai to Delhi) starting on 18th November, 2009, reaching Delhi at 2.40 am on 19th November at IGI airport in Delhi. We are holding confirmed return tickets on the 17th of December 2009. On arrival at the IGI airport Delhi, we did not receive 1 baggage under tag no. EK556293.

We filled immediately the Property Irregularity Report (PIR) for checked baggage besides the Baggage Inventory Form. We had already provided the original baggage identification tags to the Emirates representatives immediately on arrival at IGI Airport, New Delhi on 19 November.

We were told that our mishandled bag will be traced and restored to us within three working days but even after 17 days, the Emirates office staff (starting with Ritu Suri, Joshua, Olivia etc..) at IGI airport are clueless.

On December 06, 2009, I received a call from one Ms. Olivia that our bag had been traced in Dubai and the same would be restored to us the next day. To our extreme disappointment and dismay, an air bag belonging to some other person travelling from Beirut to Delhi via Dubai was delivered to me. This happened even as we had supplied each and every detail of the mishandled bag to the above mentioned Emirates representatives at the IGI airport in duly filled forms and through telephone and even a lay man could have visibly differentiate between the wrong bag delivered to us and bag specifications provided by me including physical appearance of the bag and Tag number.

I wonder how responsibly the ground staff of Emirates at IGI airport executed their job that instead of providing our lost bag, they delivered a wrong bag to us thus creating more difficulties for us and also to the person whose bag was delivered to us.

Given that we came to India for Eid Al Adha vacations and to attend weddings, all our Eid clothes and gifts are in the bag and the irresponsibility and deficiency in service of Emirates in delivering the bag No. EK556293 has caused extreme inconvenience and we have had to make many purchases to ensure that we are able to attend these personal functions. I am expecting that an airline of your calibre will address this issue on priority and ensure;

1. Prompt delivery of baggage (in good condition)
2. Compensation for the purchases made to cover the delay in receiving the bag

I am a dedicated Emirates traveller but this is a really frustrating and irritating experience this time with Emirates. Even after our repeated follow-ups, we are told that the bag is still untraceable, which is not at all acceptable to us.

I expect assistance of the standard you claim to maintain. I am very disappointed and hence this written request to expedite the matter at the earliest. My Delhi contact number is + [protected] and Riyadh number is + 966 [protected].

Please find below my communication with the ground staff of Emirates at IGI airport, Delhi. This is in addition to our almost daily telephonic inquiries with the Emirates staff.

Thanks & Regards

Nisar A. Khan
Senior Consultant
Consulting Center for Finance and Investment (CCFI)
P.O.Box 2462
Riyadh - 11451
KSA

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Thomas Sephton
,
Feb 15, 2008 11:01 am EST

I am disappointed in the fact that I changed from another airline to fly emirates. I lost my luggage going to South Africa on flight EK 761 22 Jan 2008. I was 1 of about 8 others. Reporting this eventually resulted in me missing a connection flight as well because of the time delay and long cues at that counter.

On doing follow up calls to the emirates I was lied to at least once and that was when they decided to answer their phone which they don't seem like doing. I have had no response from them. Almost a month now and I have still heard nothing and don't expect to either.

Travelling back to Eastern Europe I once again had the misfortune to fly with them and lost my luggage again. The entity there booked it to Iran and at Dubai I determined that I was booked on a later flight too and would once again miss the transfer flight. I am not the only one that it happened to.

This is not acceptable to me and have requested that our Company no longer use emirates. I will at my own cost publish a detailed article in the Sunday news papers to warn others of this lousy setup.

I regret using this airline and will not recommend it.

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abdul ghaffar shujath
,
Jan 29, 2008 2:25 am EST

I and my familty travel from Dubai to Hyderabad by Emirates Airlines on 27/jan/08 Flight no. EK524 . from my baggage one JVC handycam movie camera has been missed. I want emirates airline should take immediate action and compensate me. I chosen air becuase I trust this is one of best air line but got bad experience. Your prompt action will be highly appreciated.

Regards

Abdulgaffar Shuath

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M.Muhammed Asif
,
Jan 07, 2008 4:38 am EST

Please Send My Member Card Urgent 5th time i registered But my Membership Card Is Not Sent To My Adress Please sent me my member card.

Thanx.

ComplaintsBoard
T
12:00 am EST

Emirates scam and cheating!

This is the reference no. I received from emirates airlines newyork office. On oct.29/07 I submitted the complaint. Numerous telephone calls and telephone messages forwarded, but no reply at all. The worst thing is that nobody picks-up the telephone. Always comes a recorded message which is not helpful. This kind of response from an airlines which profess very good customer-service is unheard anywhere. Nobody is interested in solving the problem

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mr.saleem.khawaja.mohibali
,
Jan 08, 2008 10:44 am EST

firstly our bags were torn when we arrived in pakitan,they wrote down reports and gave them to us and told us to bring our bags back to the air-port office.Then nothing happened therefore we lost thee suit casses.Apon our return flight my duoghters buggy was lost, evetually they dellivered it to our house from gatwick airport in bits.on both cirrcumstances i was told somebody would be in touch with us ,but nothing happened.i have been flying with emirates for a long time with my family.my membership number is;[protected]. please resolve this problem.
yours sincerly mr .s.k mohibali

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jack stout
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Dec 28, 2007 8:59 am EST

emirate airlines have extremley bad customer service even thouh they proclaim it is good. I have traveled with various airlines between south africa and the uk and emirates is the worst by far. I was charged for a flight i had already paid for, my luggage didn't arrive on the same plane as me, infact it arrived 3 days later. All the planes i traveled on beween joburg to dubai to LHR were all late and subsequently i had to spend alot of money on a train ticket in london becasue i had missed my service. The worst thing is when you contact them they dont answer the phone and they dont reply to your emails. Ive been waiting over a month and still no reply! i would discourage anyone from usin this airline!

ComplaintsBoard
S
12:00 am EST

Emirates nightmare holiday!

I am writing regarding my family’s recent experience attempting to go on holiday. Our family holiday that we had been planning for over 5 months was completely ruined by the negligence of Emirates and incorrect advice given to me by the travel agent.

A few weeks after booking and paying for our holiday tickets and some accommodation (approximately mid April) we went to the travel agent that we used and asked about visas required for our trip, we advised that we were planning to travel overland from Thailand to Malaysia and then to Singapore and then again returning to Bangkok. We were advised that no visas were required for my wife as she was on a Fiji passport, we specifically asked about my Wife’s passport. As we did visit the agency some weeks later and we also asked (about the visas required), we took it for granted that their advise was correct. I also phoned Emirates and asked their advise regarding a Visa to Thailand, and was told it was not necessary on a Fiji passport for a visa for Thailand. I also phoned EMIRATES before our departure and faxed through our passport copies, we were told this was normal procedure, EMIRATES had knowledge that my wife was traveling on a Fiji passport for many months. I asked EMIRATES if my wife needed a visa, and I was told no visa required.

We had booked accommodation, paid for some of it. We had paid for transfers, airline tickets, train tickets, changed currency and purchased travel insurance.

On our departure I checked in online and a question regarding Advanced Passenger Screening came up, I entered the passport details and thought that everything was fine. I know what APS is, it is when the carries must check that the person entering the country must have the correct documentation. So when we checked in at Emirates Auckland Airport and nothing was mentioned by check in staff, I actually thought everything was fine. If we had been denied boarding I would have understood.

We had a very good flight over, and we must say that the service on the flight from AKL – SYD was exceptional. The food was excellent, the range of drinks offered good. I did not find the cabin cramped or seats any narrower than Air NZ (whom we travel frequently on). The ICE system was excellent and the crew were all friendly and helpful.

Things went wrong when we arrived in Bangkok, the immigration girl said we ‘need visa for Fiji passport’ and ‘no come Thailand’, I said that the travel agent said we did not need visa. We were taken to the immigration section and I explained that we were here for a holiday and showed them out tickets to Malaysia and Singapore. We asked if we could apply for a visa now we were here. We were given no answer. We were taken to the immigration supervisor (I think) and processed with a Chinese passport holder. We explained our planned trip and showed the tickets (again) and asked if we could apply for a visa. We were told to wait for Emirates staff. I THOUGHT THAT AS WE WERE CUSTOMERS OF EMIRATES THAT THE STAFF WOULD BE OF ASSISTANCE TO US, but NO. As the staff entered the office they greeted the immigration supervisor and completely ignored us. They told us that my wife was to be returned and I informed them as we had a baby with us we would not be separated. As a customer of Emirates we THOUGHT that they would be there to assist us, they were no help at all, they would not interpret to the immigration person when I asked, when I requested that the supervisor see me, he refused. Only when I asked ‘who shall I sue?’ did the supervisor speak to me over the phone, distancing EMIRATES from my problem, saying it was the problem only of the Auckland EMIRATES staff and that he could do nothing for me. Onboard the aircraft the announcements referred to Emirates Award Winning Service, there was no service for us on the ground at Bangkok. The Chinese national was seen by the Air China representative and given entry into Thailand, we were not given entry. The EMIRATES staff in Bangkok were of no assistance to us at all, saying it was all Auckland’s problem and not their problem. I explained to them that it is the same company and it is their problem. I am disgusted with the ground service in Bangkok on EMIRATES, all ground staff were completely useless and unhelpful, with the exception of 2 members. The first one being a young boy who was on the international transfer desk that day, he was as helpful and apologized about our bag loss, he was genuinely helpful. The other girl who was mildly helpful was the girl who apologized for losing our pram, but not for the predicament that the airline put us in.

My wife was detained, we were not offered to be put up in the Airport hotel, this was only offered after I confirmed it with a staff member in Auckland, and by that time we had spent over 9 hours in the Airport. We had an immigration and security personal with us constantly. We were treated like common criminals, when in-fact we were genuine tourists that wanted to contribute to the local economy.

Our bags were searched at the cabin bag screening point – when I had asked EMIRATES staff to check them in for me, I was accused of being a THIEF as we were given 2 packs of baby amenity kits and we had put them in our suitcase and our suitcase was bought to the hand luggage screening point, then I lost my ‘rag’ as the screening people called the EMIRATES staff to check my suitcase, I then explained – with voice raised, that EMIRATES had checked my wife in without checking her documentation and we had been in detention, and now on top of everything we were being accused of being thief’s, because we took what the airline had given us. Even when the airline staff came over to the screening point the screener tried to accuse us of stealing airline ‘property’ it was only when our guard stepped in and explained our side of the story to EMIRATES staff that they waived us through.

We were waiting for our bags to go onto the aircraft at the gate, the EMIRATES staff did not do anything until I insisted that the bags be stowed in the hold, then I had to check the tag receipt numbers were correct. Due to the fact we had not had any sleep in about 42 hours, I did not check the tag destination, only that the numbers matched. If I had not done that we may have never seen those bags again. On arrival in Auckland our bags were missing. Also lost from AKL – BKK was our baby pram. My Wife and I had to carry our child everywhere in Bangkok Airport.

We were frog-marched through the Airport in front of our peers, with deportation papers stapled to the outside of a large A4 envelope for everyone to see. We were absolutely HUMILIATED in front of everyone. In Sydney we were assisted and guarded every step of the way by staff – like a criminal. Why did this happen? Because we were given wrong advise regarding visas by the travel agent and EMIRATES. EMIRATES should have denied us boarding at Auckland, but due to their negligence we have lost out on our holiday.

We were not offered an upgrade on the return flight, even though we asked. We were offered 4 seats across the middle all the way to Auckland – BUT GUESS WHAT? When we got back on the Aircraft at Sydney, there was someone sitting in one of the seats in that row. DISGRACEFUL! We were even paged when we got back to Auckland. The cabin crew did not have the discretion to look up the passenger list to find us, they just called out our names. DISGRACEFUL.

We have NEVER EVER been so ABSOLUTELY HUMILIATED in our lives. Even when my wife and I were accused of have a marriage of convenience by the New Zealand Immigration Service 11 years ago, they did it with some form of dignity and we were never treated this badly.

We are truly disappointed, distressed and humiliated regarding the way we were treated by EMIRATES staff with the exception of 1 person in Auckland. Our long haul trip and last planned long haul holiday for some years has been COMPLETELY RUINED by the negligence of EMIRATES check in staff and advise given us.

What we expected from EMIRATES is full compensation for what we had lost. If we were denied boarding in Auckland I would have changed the flight dates by a few days (costing $100NZD per change per ticket) and we would have applied to the Thailand Embassy in Wellington for a Visa. The $100 per ticket is what I am prepared to concede. EMIRATES have accepted that they were wrong to let my wife board the aircraft to fly to Bangkok. This they have accepted as they have had to pay a 20,000 baht fine. EMIRATES and their check-in staff are liable for costs incurred by us.

Our complaint to EMIRATES took 7 weeks to process and they offered us nothing. They are disgraceful. If I treated my guests as these people treat their customers I would be out of business with in 6 months.

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Emirates not helpful a nd rude

Hello,

My name is shensha bhimji; I have always picked emirates as the preferred airlines for travel to india. On november 17, I was supposed to return to usa from india I received a call in regards to a sand storm in dubai. I was quite upset, because I had already checked out of the place I was living. Since I had scheduled certain days in mumbai, I also had limited amount of money for expenditure. Due to this delay I had to find an american embassy that could lend me some money so that I can call my family to wire extra money to pay for the extended stay due to the flight delay. When I was on the phone talking with a emirates employee she gave me a tough time to get a flight back to my home country (Usa). I am very disappointed with such treatment especially from an emirates employee. I have always traveled with emirates and never thought I would get such bad service.

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Jerry_J
New York, US
Jun 25, 2011 8:33 am EDT

Terrible service.

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12:00 am EST

Emirates terrible service and unreasonable rules!

I want to share my bad experience with Emerites Airline so everyone is on the watch-out. Emerites has a very unreasonable rule written in fine print. It says if you are not flying in the sequence as printed on your e-ticket, they will invalid your entire trip ! For instance, if you fly from Bahrain to Dubai then to NJ, if something happens to you, like being caught in traffic, that you have to miss the flight from Bahrain to Dubai, even if you get on another flight to dubai to catch your connecting flight to NJ, you are not allowed to board unless you pay substantial amount of money to Emirates. This does not make any sense at all. Besides the Emirates agents in both Bahrain and Dubai airports are so unprofessional and unwilling to help. They even pointed figures to female passenger. Next time you have to choose an airline, better avoid Emirates. You will be glad that you did.

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positivepeople
, AE
Jan 31, 2009 6:15 am EST

Fog unfortunately is a big problem at dubai especially as the seasons change. As you complained that no food was available because you had already been served the food that would have been available and you must remember that aircraft dont have an unlimited amount of food and drink on board.

Muscat is a small airport and so to cater for 6 Emirates aircraft would not have been possible. `please think logically when you complain.

considering there are 100's of lights arriving and departing if those aircraft are redistributed or cancelled then there is a operational nightmare as aircraft aren't were they are supposed to be. Because of legality with crew and flight deck, flights which cause the most headaches such as direct jfk or flights to australia where the flying time is 14 hours are given priority ...especially as most of these flights have 4 sectors of stranded passengers. This takes time to get aircraft back from there alternate destinations and ready to depart. Im sorry your flight was delayed for so long but your flight is 5.30 hrs.

As mentioned before you have to remember that ground staff have to deal with thousands of miserable people at times like these and I bet no one says thank you or please...just full a head with accusations of lies et etc.

It hardly encourages them to help you. Ground staff are also just following orders from those in charge of operations and this includes ground service managers.

When ground staff have the information it is passed on as quickly as possible.

Everyone seems to think that if you dont get answers they are being personally vindicated...PEOPLE GROW UP AND THINK BEFORE YOU MOUTH OFF...AS YOU FOUND OUT...IT GETS YOU KNOW WHERE.

REMEMBER THOSE PEOPLE YOUR SHOUTING AT AND ABUSING ARE HUMAN PEOPLE...WOULD YOU LIKE IT IF THAT WAS YOUR FAMILY MEMEBER.

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KJS
,
Aug 29, 2008 1:53 am EDT

I read the comment and saw several things wrong. First the passenger should have been taken care of, this is the responsibility of the airlines when they take your money. They need to plan for situations like this especially if happens alot. Right?
Second, the person writting the response should check the English of the complaintant. That is British English not American! Don't automatically assume that because it is English it is American. Yes we should all learn to realize there are more than ourselves in this world. At the same time realize that when you provide a service then you should do everything possible to make that service strong or not have a job in the future.

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Danielle
,
Apr 30, 2008 8:42 am EDT

American people always complain about everything, it is the passenger's responsibility to arrive airport on time, not the airline's. ma'am your complaint is pointless. Blame it on you.

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Tom
,
Apr 15, 2008 8:35 am EDT

Fogue is a very big issue for Emirates. And Emirates loses lots of money on one single fogue day, and people should be patient and understanding, sometimes wrong things happen to the wrong people, well sometimes things go out of control, why not thinking in a positive way, if any of the ground staff were rude to you all u have to do is report them, bcoz they know very well what will hapen in case they mishandle customers, you should also keep in mind that these are human beings who work 12 hours a day and they meet different kinds of " customers " with different acts and way of thinking and talking and treating people.

Well if each one of us think that he's not the only one living on this earth the world will be a better place to live in. We have to stop being full of our selves.

By the way its DXB not DBX!

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Wahidullah
,
Apr 08, 2008 2:18 am EDT

I am going to write a gain regardin my laggage lost while i was traveling from Indonesia to Duabi and then kabul, i havent received any feedbak from any one ever since, can some one give me the right email address or phone call so i can contact to find my bludy bag, i had so many important documents in that, please...

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Tom Griese
,
Nov 20, 2007 2:25 am EST

Horror Trip with Emirates from Bangkok to Hamburg 16/17/18 of Nov, 2007

Nice blog to read because I never thought that such an unbelievable experience could ever happen to me anyway... but when I go through these different mails I understand better the Way Emirates acts... in short words: Make as much money as possible and do not care about any customers requirements... we were really not alone during last weekend at Dubai. punished by absolute incompetent, arrogant and rough treatment of Emirates Ground staff and also by Dubai Information Center.

Also interesting to read the “well well well” mail from a member of Emirates board staff

Does it clearly show how the attitude of the employees of Emirates to their “customers”(passengers pay your income!) is and how they think , behave and care... further I noticed unacceptable English knowledge and low education... verified by my experiences with Emirates Staff Members during my unintended stay at Dubai during last weekend.

Here is the Story:

We were booked on
EK385 Economy 17th of Nov, 2007 BKK TO DBX
Dept 01.30 Arr.05.00

EK205 Economy 17thof Nov, 2007 DBX TO HAM
Dept 08.55 Arr 12.55

Departure Bangkok right in time, we were informed by the Captain in the early morning hours that Dubai Airport cannot be reached due to Fog (?) or stormy weather, that we would have to land at Muskat and wait for better conditions.
We had been already 5 hours on the plane and did not even get a Breakfast. After landing the aircraft stood 6 hours at Muskat. We couldn’t leave the plane, the information flow way quite thin and we did not even get any beverage. Finally some passengers went to the kitchen to ask for water, which they got and distributed by themselves. In the meantime the Captain said that it would be difficult to arrange catering service for such a large numbers of passengers shortly. In the Bord Menu Card Breakfast was mentioned but latest during the Airport hours at Muskat it became quite clear that there was no breakfast on board... means considered as a night flight by Emirates they do not even plan beverage and breakfast to the passengers. Looking out of the window meanwhile we could see 8 Emirates Aircrafts standing at Muskat waiting for further instructions.

After these 6 hours we took off again and landed at Dubai 1 hour later. No need to say that the connecting flight probably also did not start , but we couldn’t find on the information display panel EK 205 . No gate, no time... nothing. Checking with the Dubai Information Center we learned that Dept will be 1700 and we should check the panel constantly... Boarding cards are still valid. So we had to wait and starred at the expected changes.

When it became 1600 we asked again and where informed again 1700 Departure. Still no gate, no time on the panel. When it became 1630 we become quite nervous due to running out of time and asked the Information Center again. Still he said 1700 ( no gate no time on the panel). After 1700 still the same answer... we decided to check with Emirates Office. The funny thing is that there is no Emirate Office except the business and first class lounge.

So we went into the lounge and had to meet a lot of embarrassed and upset passengers asking for information. One older Gentleman shouted at an Emirates employee that he told him 11 times the same lie and he wants to speak to a competent manager answer: The manager is not on service. Several also economy passengers complaint heavily to the staff getting no answers. After strong and unfortunately loud protest (normally not my style but here it’s a must) we are told by an unfriendly Emirates Lady that the flight is probably delayed and we should check the display panel!

Frustrated we returned to panel and saw to our surprise suddenly JFK New York which was the following destination of EK 205 after Hamburg boarding 20.30. So we moved to the Gate and waited with a lot of unsatisfied passengers listening to their experiences of the day.

You will not believe what happened then...

Time 1930... 2000... 2015... boarding 20.30 blinked... a man sitting a the counter and wait the same way we did (crowded area in front of the gate) and suddenly the blink stopped and he disappeared with out any words. It was a tumult situation of a lot of people shouting after him... and a big crowd moved to the lounge again. The scenes there are nearly indescribable... an American Lady shouted all over the people that the does not want to sleep another night on the ground of the airport and asked for immediate clarification when her flight will go... she got a lot of applause, women crying, enraged people shouting to the staff... business dates could not be fulfilled... etc etc.

After a while we got trough to the same Emirates unfriendly Lady who now informed us that we will have to change our boarding cards to tomorrow, but we are “only economy” and so have to check at the economy counter. Until then we didn't even know that there was an economy counter and she sent us to Gate 7 for clarification. We reached there round about 2100 but no one was there so we returned to the lounge, waited and asked again. Now we were sent to Gate 18... and this is such a horrible place nobody can imagine.

Understandable that this room is n o t located at the so “beautiful” Dubai Airport with all the luxury shops and offers but in the first floor over Gate 18 in a very bad condition with “ emirates economy counters”. Hundred of People where standing in front of the counters squeezed like a audience in a rock concert. Children, old people, handicapped and what ever, nobody takes care. The Emirates employees behind the counters work so slowly, unfriendly and arrogant that the impression of harassment cannot be debarred ( because this is “only” economy). Old people fall down because they cannot stand such a long time, push to the front was apparently essential, consideration not to be seen.

Short example (there are a lot more) a French group presented 15 Passports asking for new boarding cards... the Emirate female employee changed 14 board cards and went to break for about an hour. The people had to stand in this rows hours and hours, some times it takes more then half an hour to change one single board card only.

What can I say, I stood there from 1000pm to 0600am next morning, means 8 hours and finally my girlfriend came off and needed another hour until we received bloody simple boarding cards after total 9 hours of waiting. Think a lot of passenger couldn't make it just because they were too late for boarding. Ultimately we got out aircraft Sunday morning and reached Hamburg Sunday the 18th of November, 2007 after more the 60 Hours without sleep and minimum beverage and food.

Trying to complain here in Hamburg at Emirates is not possible, because the phone Number, the Fax Number and the e-mail address is wrong and even checking with the local Airport Press effected no different results.

For me and my girlfriend it is quite simple to tell our final decision after this weekend of pain:

FLY EMIRATES ?

NO, NEVER AGAIN!

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12:00 am EST

Emirates stolen keys

I have travelled from kuala lumpur to istanbul via dubai on the 12 of november 2007 via flight ek352. I have a bag that is meant to be check at luugage but was asked to be checked in instead. When I arrive in istanbul, I realized that my car (Mercedez) key along with my other set of keys has been stolen! Emirates should do something to solve this issue!

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David
,
Aug 14, 2008 2:36 am EDT

Mark Devilliers

Clearly you are speaking absolute [censored], or you are a complete ###... you decide. Was that the value in Zimbabwe dollars or what? If this really happenned as you claim, then my only comment would be "serves you right for being so DUMB"...

Stop making bogus accusations on this site. The readers are not as dumb as you are...

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Ziad
,
Feb 05, 2008 9:51 am EST

Just faced the same experience on a flight from Dubai to Houston and now more then a week and still emirates cannot find my bag. I called many time and all they have is an answering machine wherre you keep your name and number hoping and praying that someone will call back but of course no one cares.
I am flying with them for the last 9 years and holding a gold membership but for them it doesn't matter.
A friend of mine faced the same experience with British airways coming from Dubai to New york, and they paid him 1000 $ to buy cloth until they will find his bag.
Emirates earned their reputation because of their new airplanes, but the service is very very very bad.

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Muhammad Bilal Khalid
,
Jan 26, 2008 10:41 pm EST

I travelled from Istanbul to Karachi on 17th Jan 08 and foound my bag missing... Besides clothing, it carried my keys, and a no of very important official documents and my computer external hared disk..

Today after a lapse of 2 weeeks its still missing with no information...

I fully agree that this is the worst airline of the world with no realization of peoples' problems and the difficulty passangers have to face...

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Mark Devilliers
,
Jan 10, 2008 1:17 am EST

I lost by baggage while travelling fron London Heathrow to Dubai. In my bag i had my wifes jewelery which had diamond and gold rings which were worth about $150,ooo and i lost $62000 cash! I am awfully angry and disgusted by an airline which is meant to be the best inthe world but is now probably worst and should close down! And when you call their office its always on hold!

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Abdullah Chaalan
,
Dec 17, 2007 11:47 pm EST

Many peopel told me very bad stories about emirates airline
and I didn't belive that, but now I am sure 100% . I am in the honey moon without any clothes or any things, just because the emirates airline missing my baggage and every time you call thirs office they say to you "so sorry sir you have to waite" now I am in 4th days in my honey moon and the baggage still missing. Also last month I came back from HongKong to Damascus but my 2 baggages missing for 35 hours.

So my opinion is no one trus with this airline!

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George Yu
,
Nov 17, 2007 12:11 pm EST

Better avoid this airline. I have heard a lot of bad stories about it. Emirates Airline is the worst airline in the mid east. It does not care what the passengers need. Yes, it has a lot of money to throw away but it will never be an major airline with such bad reputation.

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12:00 am EDT

Emirates bad food on emirates airlines!

My family, including my wife, two daughters aged 7 and 2 1/2 year and a son aged 11 months, traveled from toronto, ca to dubai, uae via emirates on october 31, 2007. As soon as my family reached dubai, first my daughter aged 2 1/2 year fell sick and starting vomiting and had diarrhea. Later she developed fever. On the second day, my son fell sick with same symptoms... Now my eldest daughter as well as my wife is showing the same symptoms...

My wife also mentioned that the service on emirates flight was terrible as well and the seats on the flight were too cramped. My wife actually delayed he departure from toronto after hearing the news that emirates is starting its non-stop flight from toronto to dubai but it has been utter disappointment.

Is there anyone else who felt sick on flight ek242 from toronto to dubai on october 31, 2007.

Thanks...

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positivepeople
, AE
Jan 30, 2009 9:47 pm EST

As a frequent traveller you should know better than most that you must report to checkin more than 40 minutes before departure. Checkin for all international flights is open 3hours before departure and traffic situation is not uncommon and you should have planned accordingly.

Frequent flyer points dont give you the permission to turn up late and is not an excuse. When you joined the programme it doesnt say upggrade, use of lounges oh and checkin in when you want.

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W. Fernando
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Dec 02, 2008 3:58 am EST

I have been travelling with Emirates for quite a numbe of years and as a result of that I am holding a Gold Skywards card EK106925000.

I was late to the check in desk yesterday (1/12/2008) by 5 minutes and they refused to let me in. i explained to them that I left at 12:10pm from Sharjah to catch the 14:45 plane to London Gatwick. I was stranded in the traffic and eventually got to the Air port at 14:05. I had to pay £75 to take the next flight to Heathrow where my baggage didn't arrive and my belongings including my company pass and the laptop and all the essential items are not available for me. I cannot go to work and I am losing money. So far no calls from the Airline office about my baggage.

I am obviously very disaapointed and demanding compensation.

The standards of the Emirates Airlines is diminishing and as a frequesnt traveller I am looking for other options

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Emirates - interview fraud

This complaint is against the head of the recruitment team of emirates airlines who often advertise on their website about different positions open, this particular incident happened with me I was called for an interview to dubai after passing the interview session I could still not make what was the reason for me not being selected, all said and done they...

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Emirates theft in checked-in baggage

I am most disappointed and disgruntled traveler, who has very recently traveled from New York to Delhi via Mumbai. I am giving hereunder, the details of my missing bag, which is truly horrifying.

Please believe, all the details are absolutely factual and honest, and I am writing all this with a trust that you will do something to get back the faith in your airlines.

I checked-in 2 baggages at Richmond in Delta airlines on 19-October as per the below itinerary.
19-October (Delta airlines – DL 6346): From Richmond, VA, USA to New York, JFK
19-October (Emirates airlines – EK 202): From New York JFK to Dubai
20-October (Emirates airlines – EK 512): From Dubai to New Delhi, India

I missed my flight from JFK to Dubai due to a delay in arrival of Delta flight from Richmond. Emirates re-routed me as per the below itinerary.
20-October (Air India – AI 140): From New York JFK to Mumbai, India
22-October (Jet Airways – 9W 331): From Mumbai to New Delhi

At JFK airport, I got transferred the already checked-in two baggages to Air India flight (AI 140) while checking-in. On arriving at Mumbai, I received only one bag with tag number AI102248. Surprisingly the other bag with tag number AI102249 was missing, though both were booked at the same time.

I lodged the complaint at Mumbai International airport at Air India airlines with following details:
File reference: BOMAI71376/21OCT07/1750GMT
Ticket Number: ETKT-176 [protected]

I was assured that the same would be delivered to my residence at Patiala in next 2- 3 days through courier. I landed at New Delhi on 21-October; vide Jet Airlines flight 9W-331.

Since 21-October onwards, I had been frantically chasing with Air India Office at New Delhi on telephone nos: [protected] / [protected] and talking to Harminder about the status of my bag. Nevertheless the bag was traced, and was lying at Air India, New Delhi and earnestly requested Air India personnel for sending the same through courier, but with no result. After helpless chase, I authorized a person, and sent the fax for delivering the same to him on 27-October. With all the agony for delivering the bag, this bag was ultimately was delivered to the person.

At this stage I would like to tell all my clothes and other usable items were in this bag, and consequently I had to buy many garments for the intervening period.

On 28-October I arranged a taxi for collecting the same, which I collected from the person to whom I had authorized. On reaching my place Patiala and opening the bag, I was totally taken aback and hurt, when I found half of my bag empty. I personally cut yellow strips of seal of “Emirates”, from the bag. Three cut Emirates seal bear the number – 0967694, 0957871 and 0957880. The cut plastic seal strips are lying with me. The bag was bearing tag number EK 706707. I also found that the TSA lock had been opened at the airlines, as indicated by the red mark.

I once again emphasize all these details are totally true, if you want to believe your customer.

Total expenses for stolen items + amount I spent to get the bag back amounted to Rs.33,000/-

The cost of these items is approximate and taken on the lower side. Most of the items were used.

I was coming to my home to spend Diwali festival with my family, and had bought these small gifts for my sister and my parents, for which I am emotionally deprived. You will realize all these items carried immense value to me, and some at your end or at the customs end has taken away.

It was totally unbelievable, that your people can go to such a low level, for stealing such petty things. You would agree that this is a theft. My faith in your airlines is totally shattered, I am not going to travel in future in your airlines, which I am going to propagate to all my friends, relatives and colleagues. I feel ashamed to tell that all this happened in your airlines.

You can imagine the mental torture I underwent all these days and more so when I found that these items have been stolen at your end. With all the details given above I hope you will be able retrace the whole situation

With all the above details given I would like to get the complete compensation.

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Diana Liyanage
London, GB
Nov 15, 2014 3:58 am EST

Hi
I have had a similar experience, my whole luggage was lost from emirates at Mumbai airport and I strongly suspect the guys at the check in desk took the bag - I never saw him put a label on the bag or moving it down the conveyor belt. Emirates are apparently 'trying to trace the bag' but have not taken anything I have said seriously. There is not even any human response to it. You are lucky you at least finally got your bag back, mine contained all the christmas presents I had bought for my family, as well as many other personal items.

I can't believe that this could happen at a large international airport. Really not happy.

Diana Liyanage

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Emirates icy cabin!

My husband and I have often flown with Emirates. We endured the small seats and we take enough warm clothes because of the low temperatures in the cabin.
However, on flight EK419 from Sydney to Dubai, 6.10.07, the temperature in the cabin (economy) was unbearable. Inspite of 5 layers of clothing plus the blankets I was stiff from freezing and many other people complained too - young and old. As a result, I arrived sick at my destination.

We don't want to fly Emirates again, unless there is evidence of proper cabin temperature.

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CoolCabin
, CH
Jul 27, 2011 10:15 am EDT

Cabin temperature msut be cool as warm cabins are very uncomfortable and can cause panic attacks. I suggest you either don't fly Emirates again or you pack some warmer clothes. And by the way, please avoid BA too as a lot of us use it because the cabin is cool.

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12:00 am EDT

Emirates flight stopovers to dubai

When I was departing frankfurt to go to melbourne we left frankfurt to go to dubai then from dubai we went to melbourne which takes 13 hours! Now my complaint is why dont you do frankfurt dubai then dubai singapore no from frankfurt you dont do frankfurt dubai dubai singapore you do frankfurt dubai dubai melbourne I want you to change this I am a young boy now I hope you listen to this complaint do something about it! From a angry young boy

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Annonymus123
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May 30, 2013 5:38 pm EDT

dubai is emirates hub...why pay extra costs of going Singapore...Seriously...

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Emirates - lost luggage!

I traveled from Thailand to Dubai on July 26th, on a holiday of a lifetime! As in I mean, I spent well, as a one off to 'splash out', savings used tec. Myself and my partner arrived in Dubai early am, to chaos when it came to luggage retrieval. Our flight from Bangkok was showing anywhere on any info boards in baggage reclaim. Being on an expensive...

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12:00 am EDT

Emirates poor customer service

On monday 3rd of september 2007 I flew on ek 30 from london heathrow to dubai. I checked in online on the sunday to reduce the amount of time I would have to queue with a 2 year old and a 7 month old. I arrived at the airport with plenty of time as I was already checked in, had to queue for about 10 mins which was not a problem. I got to the online check in desk only to be told that I didn’t have an electronic ticket number for my 7 month old.

I couldn’t check in my baggage so had to then queue at the ticket desk to get the electronic ticket number. To get the electronic ticket number took about 45 mins of standing in the queue there were only 2 members of staff on this desk and a lot of people in the queue.

While I was waiting I was very aware of the time I had to get through security and get to the gate.

I then checked in. At which time (16.00) I asked what gate the flight was at and was informed. I had to check in a baby car seat. It was tagged up and the check in lady told me to put it next to the self check in machines (Which were out of order) and that it would get taken down by hand and put on the flight.

Got to the flight with about 20 mins to spare. Gate 32 a very long way to walk with 2 children. Got on board the aircraft. We were kept waiting for about an hour before we taxied.

While on the flight I was not impressed with the service I received from cabin crew. I needed some water for myself and a drink for my 2 year old son. I had to ring the flight attendants button 4 times before anyone came to ask me what the problem was. This is not the service I have come to know emirates for.

Once we landed at 3.15am in dubai we were sent to a hardstand which involved getting on coaches. I had a tired 7 month old and a 2 years old who was asleep. I was offered no help in getting my bags down from the overhead storage, and had to ask for help to get off the aircraft. A member of cabin crew helped me off and as we left the seat I did ask whether I had anything left behind as I couldn’t see the floor (7 month old in sling on my chest holding 2 year old in arms) to which he replied no. He then dumped me on the coach.

Once on the bus I had relised that I was missing my 7 month olds comfort toy a pink blanket with a bunny on the corner. Once we got to the terminal I was informed that there would be strollers available for me to use. To which there was none! I went to the emirates desk by passport control to find out about the blanket that got left on board. I was told that the police would have it in departures. I also had to ask for a stroller.

Once through passport control I there was a delay of baggage coming up. My stroller was there waiting for me. While I was waiting for baggage to start arriving I asked the emirates staff if they could see if the blanket had been found to which I was then again informed that is nothing to do with emirates the police would have it. This blanket is rather important as my 7 month old can not settle without it. This person advised me to go to the baggage service by carousel 8. I walked down there only again to be told they could not help me. I was very distressed at this point.

By this time the luggage was coming up on the carousel. I got a porter to help with my bags. I was waiting for the baby car seat. It was about 30 mins after all the rest of bags came up did I start to think that maybe it had not made the flight. I approached a member of emirates staff who took the baggage tag number ek 589919 and would let me know.

I asked the member of staff if a message could be given to my husband, just to let him know what the hold up was and that we had a problem. I was just brushed aside. Another member of the public (Same flight) stayed to help me as I was distresses at the fact no-one was helping me with the car seat and blanket situation.

The member of staff disappeared so I couldn’t ask her about the car seat. At 4.45 I noticed that he flight number was no longer showing on the screen for the carousel. About 5.00 I managed to get the member of staff to tell me that the car seat had not made the flight, and that I had to make a report about it. The member of public who was helping me took my husbands details and went to inform him what the problem was. She managed to find my husband and pass a message to him.

I went back up to the baggage service to make a report and asked her if she could wait while I went to the toilet to change my 2 children and so I could go the toilet. She was rather rude and told me she couldn’t start the report without me being there which is not problem. All I wanted to do was for her to wait while I made my children and myself more comfortable. I felt under pressure from this member of staff to get the complaint out the way. The attitude of this member of staff was appalling; she was rude and very short with me. I filed a report and then asked if there was a seat I could use to put my 7 month old in to go home only to be told that they don’t have seats which I found appalling.

So if I had to drive a car how am I going to do this with a 7 month old in no seat!

I eventually got out and found my husband about 2 hours and 15 mins after landing.

I went to departures to see the police only for them to tell me that emirates would have the blanket that got left on the flight.

The evening of the 4th of september we had received no phone call informing us about the car seat. I tried to ring the number I was given several times during the day with no success. That night I received a text message at 1.30 am and missed calls to my phone at 4.30 and 6.00 am. This was appalling. Once I got up in the morning I phone emirates to get some information about the car seat. I was told I would received it by 10am that day (5th september) in the end I did not received the car seat till 13.30 - 14.00.

My points in his complaint are

1 - if you don’t have an electronic ticket number you shouldn’t be able to check in online

2 - staff this time were very unhelpful and rude

3 - emirates should have a few car seats available to lone out should a passengers not make the flight.

4 - emirates know how many strollers are checked in they should make sure that there are enough at the other end to cope with the flight especially a flight that lands in the middle of the night.

My experience with emirates this time has seriously made me think twice about using them again

Regards

Hayley hansford

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Sri
, US
Jan 21, 2011 3:17 pm EST

Emirates airlines India sector is a total disappointment. I travelled tO Bengaluru on the 3rd Jan 2011 from Dubai and returned on the 7th of Jan 2011 on EK 566/567. The inflight service was a disaster with the Airlines underestimating the number of Non Vegetarian meals on the flight. I sat in the middle row of the aircraft and by the time my turn came, they had run out of non vegetarian meals and offered me vegetarian meals. This happened on both trips to and from Bengaluru. This is not a coincidence and is shear evidence of Emirates airlines indifferences to passengers travelling to the Indian sector. Passengers travelling to the INdian subcontinent are generally treated indifferently and are given a callous atitutude both by the airlines management and the staff. This is my third bad experience with Emirates airlines and am seriously considering to change my flight and opt for flights that offer value for money and have good customer service. I encourage all passengers not to compromise on your requirements while flying Emirates airlines by ensuring that you stand up for your case and put up complaints across all Airlines rating boards. Get your money's worth by travelling in alternative flights that offer better customer service. Dont go by the brand name as clearly you will see the exploitation inflight!

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RShaik
Hartford, US
Jan 25, 2010 7:23 pm EST

To the Manager
Complaint Department
Emirates Airline
Dubai, United Arab Emirates

Dear Sir/Madame,

In reference to the BOOKING REF : FXHYZ2
Passenger Names - Zahida Begum and Abdul Hussain Shaik.
Route - Hyd - Dubai - JFK.

I am son writing on behalf of the passenger who has gone through the utmost pain and grief during there journey. The flight was scheduled to start at 410 AM on 11/22/2009. The flight got delayed for an hour and started only by 510 AM and upon that boarding pass was not Issued to my father who is senior citizen with 63 years of age and has already gone through heart bi-pass surgery. On landing in Dubai with an hour late. The passengers were given only 1 hour of time in transition and I have requested for wheel chair for both of my parents and wheel chair was not provided to them and upon that he cannot board the flight since he doesn't have the boarding pass. Now he has to rush for 10 km away on the dubai airport to get his boarding pass and catch the flight in one hour. He has to rush during this time and with lot of pains and grief he kept running on the dubai airport to get his boarding pass and finally he could able to get the flight.

I dont understand why a senior citizen with 63 years of age was not Issued the boarding pass . When he asked at Hyderabad airport the guys told that due to security reasons they are not Issuing the boarding pass. What security reasons or threat do you think a senior citizen can posses at this age ? This totally absurd explanation and ### which I dont buy It.

Secondly when I have requested for the wheel chair for my father since he already had a heart surgery and not recommended to walk on the dubai airport. You people made him run for his boarding pass with giving 1 hour of time between the flights. Great of you guys. I am totally pissed off with this service and hospitality. You could have landed him into the hospital again with the time and pressure you have build up on him. I need the explanation why was the wheel chair not given to him when I have requested specifically ?

I have bought emirates ticket by seeing the ranking as you are famous in providing comfort to the passengers during flight. I paid so much extra to get the tickets of emirates from any other airlines like ( air India, qatar, lufthansa ) keeping your reputation in my mind. Now Its totally demolished and I need the explanation why for the senior citizens boarding pass was not Issued and If so why was It not taken care properly at Dubai airport and why the wheel chair was not provided .

Today in this world of Internet and communication . I promise you that I wont leave any chance to propogate this worst experience on forums and user groups and community about your great services and hospitality you have given to us during the flight.

Please call me at [protected] for further clarifications If you have any ?

Please provide me explanation in writing why do we need to suffer after paying so much ? Is it an International flight or domestic local bus flight ?

Regards,
RaheemShaik

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mianjaan
Oxford, GB
Jan 28, 2010 1:17 pm EST

Muhammad Umer BOOKING REFERENCE GZHLH6
57A Phipps Road Frequent Flyer Number EK2300098735

Oxford, Oxford shire
OX4 3HJ
Wednesday 27 Jan 2010

SUBJECT: FAILURE IN PROVIIDNG PROMISED ACCOMODATION AN AND SERVICE
Dear Customer Affairs,
I regret to write my disappointment in the total lack of customer service and negligence regarding my travel with Emirates Airline. I am a Skywards member which l joined on your promise that l will receive a high standard of service as well as excellent customer care. Emirates failed in delivering both of these objectives in my last date of travel. This resulted in me having to face great difficulties whereby l was stranded in an unfamiliar country without any help or support and left to fend for myself for 16 hours at Dubai Airport. The service which l received at Dubai Airport from employees of Emirates was beyond appalling to say the least. There was no care, consideration or interest in my health or well being. I was totally ignored to the extent whereby l was both mentally and physically exhausted and l was experiencing severe migraines.
From Lahore my flight {EK623} was scheduled 25/01/2010 at 03:30am arriving at Dubai Airport 25/01/2010 at 5:50am. Due to heavy fog at Lahore Airport my flight was delayed from original departure of 03.20am to 13:00pm which is understandable due to the weather. However nobody from Emirates Airline Office made any attempt in contacting me and informing me of these severe weather conditions thus the flight being delayed.
I arrived with ample time at Lahore Airport giving me plenty of time to check in and be ready for my flight. At Lahore Airport l was given only the one boarding pass which was only for Dubai and l was told l will get the next connecting boarding pass for London Heathrow from Dubai Airport. I asked the staff what time is my next flight from Dubai to London Heathrow and l was told it’s on 26/01/2010 at 07:45am therefore l had to wait 15 hours for my connecting flight. Upon hearing this, l stated my dissatisfaction in this not being the journey which l had initially booked and the waiting time for my connecting flight is far too long. According to Emirates staff who were at the Lahore Airport, I was reassured not to worry, I would be taken good care off as suitable accommodation has already been arranged for me until l am due my London Heathrow Airport. I was satisfied to hear my needs were being catered for even though this had delayed my original journey which also meant l had to speak to my General Manager at my work of place and inform them l would not be able to resume work until 27/01/2010.
On arrival at Dubai Airport l received a service which Emirates or any Airline would be ashamed to delivery especially to their loyal club members. Initially l was informed at Dubai Airport by a Emirates Airline staff that a hotel would be allocated to me for my stay until l was due to fly to London Heathrow at my connecting flight. I arrived at Dubai Airport approximately 3:30pm, and l was reassured and promised that a hotel was booked and all l had to do was go and collect the hotel voucher from transfer desk at 7:00pm. Meanwhile l can have free snacks at Court Yard Restaurant. At 7:00pm l went back to the Emirates Desk and came across an insulting and very degrading situation. There was nothing ready in terms of accommodation. There was a gentleman behind the Emirates Airline counter called Mr. Kamal who was dealing with all the reservations at the transfer desk. When l spoke to him about my accommodation he told me that unfortunately there is no accommodation available. I asked him why as l had been promised at Lahore Airport and at Dubai Airport the same promise when my flight had landed and now l was being told no accommodation is available. His response was l am sorry and that’s all. I was not seen as important as no reason was given to me to explain how this had happened leaving me stranded without any help. I asked him l would like to speak to the duty manager or the person who is responsible for all this chaos. Again l found his answer very disappointing which was the manager is not available. I tried my best to take the name of the duty manager but this information was kept away from me. I find this experience very demeaning, unprofessional, total lack of customer care and convenient for the company to bypass my needs by giving me a lame excuse of ‘my manager isn’t available.’
I myself was trying to have a discussion with Mr. Kamal in resolving this matter, his mannerism and behavior towards me was extremely rude, aggressive, example of discrimination in customer care and his attitude was very clear that Emirates Airline doesn’t care about its customers whether l am a Skywards Customer, Loyalty Club or anything else makes no difference whatsoever.
Bushra Mahjub was the working duty manager and was sitting in her office all this time and didn’t make any effort to come out and speak to myself or show any remorse in what l was going through. Mr. Kamal told me this that the duty manager is in the back sitting in the office and she is fully aware of the situation and is not interested in trying to do anything in resolving the problem with failure in providing accommodation. If l had any idea l could easily have changed my flight, my ticket and my journey travel to avoid this terrible, insulting situation l would have done so, however unbeknown to me only l know what torture l had to go through.
Emirate Airline has failed in keeping to its promise of providing excellent customer services and care of its valued Skywards customers. I am bitterly disappointed, hurt and disgusted with the whole service l received and l shall never forget this. I demand my complaint to be taken seriously and to be compensated for what l have had to endure. Either ways l am expecting a full refund for the journey which l paid for {January 2010} which l was promised an excellent service and Emirates Airline failed miserably. I do not wish to receive any correspondence mentioning excuses, sorry’s etc as this has gone beyond that point. I shall wait to hear from you, and l can only hope my complaint is listened to.

Regards,
Muhammad Umer

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sarah_ganda
, PH
Mar 24, 2011 7:22 am EDT
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I would like to raise a complain very briefly regarding the cabin crew of Emirates airlines which I have experienced during my flight (economy seat ) last March 12, 2011 where in I have asked a crew for an eye cover which she said she would be back to give me but never came back to give me anything, , so I asked another crew to give me the same item yet no one from those two crew gave me the eye cover, , , so I just used the blanket provided by the airline to cover my eyes because I was really tired and really need to sleep during the flight, because I have waited for 10 hours for our connecting flight for Dubai to Manila and me and my colleagues were never given any hotel accommodation. Another thing is when a crew was serving a snack, I asked him (Ahmad) to give me noodles instead of the snack and said he will be back to give it me, after 5 mins he went back and told me that there are no more noodles available and told me that the noodles have been served while I'm sleeping. But I saw another crew serving noodles for another guest, , so I asked this girl to give me one, and she was able to give me one, which really pissed me off and decided to raised this complaints against your crew to improve their service, because I believe that they should possess good customer service. As a guest of your airline each and every person should be treated well whatever seat they are in.
Hope this issue will be raised to your management and do proper action regarding those staff involve.

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shivani singh
, IN
Mar 08, 2010 1:30 pm EST

i took an emirates flight from newcastle to india via dubai on the 6th march 2010.i reached the airport abt 3 hrs before check in as adviced.since i was leaving the Uk for good and coming to india, i had quite a lot of luggage.anyways i was told tht my baggage was overweight n i either needed to trash some of it pay for it.also as per normal flight rules which allow 7-8 kgs hand baggage and the laptop bag is extra.Now these people at the airport told me that...NO ..emirates had changed the rules and its just ONE hand baggae and wht u put in it laptop or clothes or whatever it can be only 7kgs in total.now that created a HUGE problem for me coz most of the flights...infact all that i have travlled on so far(and i have travlled on many) allow 7-8 kgs + a laptop bag, but the lady at check in kept insisting that no emirates and cahnged the rules and it was what she was telling me.I had a open return ticket for emirates and since i had travlled from india to Uk only 6 months back and i had carried a laptop bag and 7 kgs per person of handbaggage i had to ask her when they cahnged the rules to which the answer was 2-1/2 yrs back. At that point it seemed very clear that all emirates was trying to do was make money from me by charging a whopping 25£ /kg and trying to make up for its looses in this day of recession.
anyways till this point things were still bearable and i managed to literally trash tonnes of my stuff at the airport.but these people were so so uncoperative that werent even letting 0.5-0.75kg go by.all this trashing, packing reweighing time n again took us loads of time and it was almost 12:20 by the time we got our boarding passes with all check in and hand bag weight isssues being cleared off.and we were just proceeding straightaway for the boarding gates when they started announcing our names asking us to baord asap.this wasnt the first time i had taken a flight and me n my husband were walking as fast as we could.but then an emirates person met with with us ..almost like an escort but a very rude one.there was still time for the flight to take off and i do agree that all this dealy was our fault but even then taht doesnt give any place to rudeness..coz the person literally told us 'I DONT WANT U GUYS TO WALK ...RUN!...no PLEASE NUTHIN'...i did to try to run but with the heels n the handbad n everything its not the easiest of runs from gate no. 11 to gate no 25.but the guy irrespective of the situation kept insisiting run..there isnt time to walk...
and then when we finally reached the gate the emirates person there literally shouted at my husband...that we r gonna offboard you from the flight...and i quote " I DEMAND AN EXPLANATION FOR THE DELAY"...please note "demand and not want or request"...what kind of customer service is that...and the guy went on to say that we want to weigh your hand baggages again...and this time on a normal scale and it showed a diff of 1.5-1.75 kgs again...when the lady at the check in had weighed them they were exactly accordind to specs nd weight limits so what gaurentee did i have that their analogue weighing scale didnt have an error but the 4-5 of them were so loud n rude n kept insisting that u either reduce your baggage in 3mins or they would take off ur luggage and take the flight without us...but i had important reasons to come back to india and cdnt have missed the flight i gave them the money ...and and just boarded ...just to see that more than half the flight was going empty so it was like that that extra 1.5 kgs wd've put an extra burden on the flight...so emirtaes needs to learn not to stick to the rules in the book likea parrot and that to co-opertae with the customer if and when possible and give certain leavage according to the situation ...anyways but in all this episode the way i was treated in the last bit...the tone and the language that they used were so loud n rude and literally felt like an act of racism...these emirates officials wdnt have talked like that to a brit or american...but they take it as their right to talk to us as if they still rule our country.well news is ...that those days are long gone by and I'm not gonna accept this or let this go by...if i have to take it to the media or to the court i will...but if these people think that they can treat the customer whatever way they want they are wrong.at no point am i denying that being late due to excess baggage wasn't my fault...but a big part of it was due to the handbaggage rule confusion...but that doesnt give anybody the right to talk to me or my husband or anybody like this.I had paid quite a good amount for that ticket and i will not take any kind of ### from anybody.I think emirates needs to look at the past where the airline industry was a model of customer services to ever other industry...where the flight officials always started and ended sentences with please n thanks.
I'm not letting this issue go by so i want this to be looked into asap nag given an explanation.

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Mir K Ali
Levittown, US
Feb 01, 2010 7:31 pm EST

My family has been flying Emirates for the last 10 years. The experiences on our flights in the last year have been very dissapointing.
An example is my most recent flight on 01/01/2010 to India...Flight#202 from JFK to Dubai. My wife was in excruciating tooth pain and needed to take some pain medication immediatly. We requested the flight attended for water and was told that drinks will be served shortly. I expalined that we need the water for medication and cannot wait ...the attendant left to bring water and never returned. After waiting almost 15 minutes i got up and got water for my wife.
On our return flight from Dubai to NY...flight # 201 on 01/16/2010. WE encountered another bad service incident. My son fell asleep when the flight took after and missed his meal when the food was served. When my son woke up and i requested to be served a sandwich or some meal substitute the attendant insisted that their was no foodthat could be served. The as you like it sandwiches are only served at a specific time and the only food item that she could provide was a muffin/cup cake that my son woudn't eat. The worst part of this situation was that the flight attendant was extremely rude and displayed no empathy. The supervisor who got involved over my getting upset was very cordial and had great customer service skills.
Now apart from being cranky because he could not get anything to eat. My son also could not play any video games on his monitor since the remote was stuck and would not come off.
It may sound like avery trivial thing to complain about but when you are on a 14 hour flight the little courtesies from the flight crew make a huge difference.
The best Emirates service that we have recieved has been on the Dubai / Hyderabad circuit. What a breath of fresh air in comparison to the NY/ Dubai circuit. The staff onboard the Ny/Dubai circuit is never accessible and you could go blue pressing the call button but they seem to be involved in something extremely important and it is defibitely not attending to customer needs. Definitely not my families.
I have 5 members in my family who have flyed on Emirates on multiple occasions in the last few years...on my most recent trip the passengers onboard were...EK211760231, EK211756941, EK139468442. If i do not hear from a reprsentative of Emirates i most certainly will not be using Emirates in the future for my trips.

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Nagraj narayana gurrala
, AE
Mar 20, 2010 7:31 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Respected management,
I had been to sheikh zayed road branch three days ago. I met manager Mrs amal regarding reschdule my personal loan. the manager is very good lady she explained me very nicely and she told me to go and see Mr noman but he was not understanding about this matter and he is not talking proper way and he is screaming and he is talking very cheaply, at least he should know how to talk to customer, since i am not a bad one, i am very dissapointed as i expected minimum point of respect from your customer service officers. Hope you wil look in to the matter and give me a justification. I suggest Mr noman needs very good training in dealing with customers.
Many times i met Mr sunil he is very respectable person he always helps people in proper way. He brought me into this bank.
Thanking you
Nagraj Gurrala
[protected]

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sajaad
, AE
Jul 06, 2013 6:43 pm EDT

HEY RAHIM. THATS THE SERVICE, WE DONT PROVIDE ANT CLARIFICATION FOR

YOU BEGGER, OK F U C K OFF

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Babu chinna
, IN
Nov 24, 2012 9:11 pm EST
Verified customer This comment was posted by a verified customer. Learn more

This is Babu, frequent flyer of Emirates, Had a flight from Mumbai to Dubai on 24/11/2012, EMIRATES - EK 503, BOOKING REF X2KLVJ. My skywards no.: [protected]. Due to heavy traffic in mumbai, reached to airport before 50 min of the departure timings and faced a very disgusting situation, Really i felt shocked to see none of a person sitting in the counters to answer for the passengers who come late. one of the counter boy was saying "sorry sir i am helpless none of the staff are here, have to wait for one more hour to meet the staff and really sorry that i cant give my supervisor/superior contact number too as per the rules. and i too must leave to the boarding area as per my superior instruction " and left off the place. Booking office is Nariman point and airport is some where in andheri which is almost 15 km far, I stongly request the officials to take charge on the supervisor of this flight who had failed to keep any staff at the booking counter to help for the customers who arrived to counter lately. Really flet very bad for such big airlines to serve the customers in this situtation. Really depressed of the situation faced in Mumbai airport. Babu.

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aviationman
, GB
Jun 28, 2012 3:21 am EDT

Your story is unfortunate but in this day and age people should NOT book a flight without reading the TERMS AND CONDITIONS. Airlines are constantly changing their baggage policies and unfortunately they do have the right to aslong as the information is available for the passenger (in the event you cannot find the terms and conditions anywhere after being charged, keep your tickets and boarding stubbs and contact the airline directly). It is YOUR RESPONSIBILITY to check the baggage rules before you turn up at the airport, you cannot simply expect the check-in staff to let you off or not even notice because I am telling you now (in the UK at least) they WILL NOTICE and they WILL CHARGE YOU. It is not their fault, they are simply doing their job correctly, if they are caught wavering excess without permission they can end up being in serious trouble for it and no they are not on commission. In terms of Emirates at Newcastle, lets say I am familiar with it. Emirates offer a very generous luggage allowance (30kgs!) and because of this, they are strict on hand luggage and come down hard anyone with excess baggage. If you think you are going to exceed that huge allowance you need to contact the airline beforehand and pre-pay the excess, it will be much cheaper and I can tell you now that if you want to spin any sob stories about you going back home or visiting sick relatives etc you will have alot more luck with them than you will at the airport. In terms of your treatment down at the boarding gate, it is not your place to say whether the aircraft 'has time to take off' the chances are the aircraft had an air traffic control slot and was lucking to pushback before a certain time . Maybe the staff member should not have made you run if you were struggling but Im afraid that if you did walk and the dispatcher managed to locate your luggage before you arrived at the gate, chances are that you would have been refused boarding, especially since the delay was initially caused by your excess baggage. One final comment I have is actually a question to yourself. If you checked in at 12:20, you would have been expected to arrive at the gate by 12:50 which I admit might be a bit tight if security was busy. However 12:50 is the time the staff start allowing passengers into the gate, boarding does not usually start until at least 13:10 and they only start doing final calls at about 13:20. My question is why did it take you so long to arrive at the gate? Security would not have taken more than 30 mins even if they did search you, from security to the gate it is only 10 minutes, that leaves 20 minutes spare. I can only guess you were either shopping or that you were simply incapable of finding the gate or knowing if your aircraft was boarding at which point you should have explained at checkin that you needed help finding the gate, at which point they would have offered you assistance! The moral of this story is however READ THE TERMS AND CONDITIONS BEFORE YOU BOOK YOUR FLIGHT AND DONT JUST BLINDLY TURN UP AT THE AIRPORT EXPECTING EVERYTHING TO BE FINE!

ComplaintsBoard
R
12:00 am EDT

Emirates missing stroller and swiss knife!

My wife traveled from Delhi-Dubai-Birmingham on 5th August 2007 with two children aged 8 years and 3 years. At the time of collecting baggage at Birmingham International Airport found Stroller/Pram and Swiss knife are missing. She inquired at the lost baggage counter and lodged a former complaint regarding missing stroller and swiss knife. She was told by the Baggage Claims Emirates person that things will be send to our home address in Birmingham with in 5 days...

We waited for 4-5 days and found no news from them... After that we tried to contact at Birmingham I.Airport - Emirates baggage claim counter but everytime their phone was engaged. Ultimately we got somebody and told him/her about problem.They said soon they are going to send things. After few days we got a call from some body in the night by 10.30pm by saying that he is going to deliver stroller at our place by 11.30-12.00 pm in the night. I told him that he can leave stroller at the Concierge of our building because it will be too late and next day i had to go to work in the morning by 6 am.

Then in the morning we found it was wrong stroller and no swiss knife... Then we tried to call at Birmingham I Airport office and then at London Emirates - Baggage claim office and told them about wrong stroller delivered. They said they are going to find our stroller and going to send some body to pick wrong stroller from our place. So after few days somebody from Airport picked that stroller from our place and did not deliver our stroller... But since then there is no news of our stroller and swiss knife...

We are disgusted by Emirates Airlines attitude and thinking not to fly with Emirates in future but we want our things...

My name-- Rajiv Singh Nama
My wife's name ---Bhawana Singh Nama
Flight no EK039 , Baggage no -- EK 071840
My add and phone no-- 51 Shenstone Road, Edgbaston, Birmingham B16 OPT, Great Britain
[protected], [protected]

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DEVUNURI SATYANARAYANA
,
Dec 25, 2007 9:14 pm EST

I travelled 19th December Baku to Dubai by Azer air lines and my connecting flight is Emirates EK 504 on 20 th Dec form Dubai to Mumbai. I have not received my baggage and I lodged complaint on same day. The file reference number is BOMEK16627/20 Dec07/0352GMT. Kindly let us know the status.

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Tony Leonard
,
Oct 22, 2007 3:26 pm EDT

I also had a terrible experience with Emirates Airlines regarding changing name on my wife's name on the ticket, which was booked in her married name, but unfortunately we realized shortly after the booking her old passport still had her maiden name, we had all the necessary official documentation to prove shed had changed her name but this was apparently not acceptable, and I was informed that I would be charged the sum of £200.00 for a simple name change. How can this charge be justified. As I had paid the full amount there was nothing I could do, I had to either accept the charge or lose the cost of three international flights.

The Emirates staff where totally in flexible and rude, with no customer service. I was virtually held to ransom. I am a frequent flier and I have never being treated so badly by an airline and my travel agent Travel mood.

I would advise anyone to avoid both of these companies at all cost.
You can not even complain to Emirates as there is no web site available for a complaints procedure.

Regards
Tony Leonard

ComplaintsBoard
G
12:00 am EDT

Emirates denied boarding and behaviour of ground staff

On 4 August 2007, we were booked on flight EK 0725 at 10:00am from Dubai to Dar es Salaam.

We arrived at the airport in good time, around 2 hours before departure. Inside the check-in area, we tried to use the electronic check-in terminals, but the machine aborted the electronic check-in process without producing a boarding pass or giving any further information. After asking Emirates staff we were told to queue at the check-in counters.

Progress in the queue was very slow, not least since Emirates check-in staff were continuously calling other passengers (for flights to Karachi, Manila, etc., many with big families and large amounts of luggage) to come forward and push in in front of us. When we asked various Emirates staff about the flight to Dar es Salaam, we were told to stay in the queue.

Eventually, around 9:25am, we inquired – yet again – about flight EK 0725 to Dar es Salaam. By then Emirates staff Emirates staff told us that our flight had been closed, and there was no chance of us getting on it, despite the fact that (i) we were booked on that flight, (ii) had fully paid tickets, and (iii) had been there on time.

Emirates staff did not offer a single word of apology. Instead, adding insult to injury, one employee first accused us of having arrived late – which we denied, but he insisted – seeking to shift any responsibility away from him and Emirates Airline, and on to us. This claim is manifestly untrue, as there is a record of us having arrived on time.

When requesting to speak to the superior of the Emirates staff , we were told that the two of them were each other bosses – which cannot be true and was patently an intentional misinformation to prevent us from appealing to a superior level.

Emirates staff then alleged, with voice raised, that he had called out the Dar es Salaam flight. The fact is that neither us, nor – independently from us, in a different part of the queue – four other travelers from the United States (who also found themselves grounded) had heard or noted anything. There is no Public Address system in the check-in area of Dubai International Airport. The fact that we did not hear it was supposedly due to our own stupidly.

In one word, Emirates staff addressed our complaints about denied boarding by first aggressively refusing any responsibility, and then accusing us of lying and stupidity, and finally telling us to go away.

They then looked into the IT system, to see whether we could be booked onto the flight to Dar es Salaam on the next day (5 August 2007). On that occasion, they noticed that we were indeed checked-in through the electronic system, which had, however, aborted the check-in procedures. The record showed unambiguously that we had tried to check in at 8:39am, a long time before the closure of the flight.

We were then informed that we were put on stand-by for the flight on the next day (5 August), leaving us, in effect, stranded at Dubai Airport. We were note offered any accommodation and told to leave and come back next morning at 8:00am.

Eventually, we managed to get hold of the acting manager and superior who, after establishing that there was indeed a record of us having been there on time, recognized that ours was a case of denied boarding and he arranged for hotel and food vouchers to be given to us, and reassured us that we would get onto the Dar es Salaam flight on 5 August 2007.

To get to this point, i.e. a proper handling of a case of denied boarding in line with the most basic standards of reputable international airlines, had required three hours of hard arguments, untiring patience and continuous politeness on our part in the face of false accusations and unprofessional and abusive behavior on the part by Emirates staff.

On the next morning, 5 August 2007, when we arrived at Dubai airport at 8:00am, we were told by Emirates staff that the flight to Dar es Salaam was fully booked AGAIN and that instead we would be flown to Nairobi and then on to Dar es Salaam – which was, however, of no use, as we would have missed our (by that time already rescheduled) onward flight from Dar es Salaam.

Eventually, we were booked onto the Emirates flight to Nairobi, and then on an onward flight to our final destination. This rebooking necessitated a 7-hour stopover at Nairobi airport, and further stressful re-bookings with Emirates/Kenya Airways staff, rescheduling with our travel agent in Europe, as well as further queuing and seemingly endless waiting at Nairobi airport. Incidentally, assurance given by Emirates staff in Dubai that we had reservations for the onward flight from Nairobi turned out to be untrue.

Our experience with Emirates Airline, especially with the ground staff at Dubai International Airport, made a complete mockery of the words of Emirates Group Chairman and Chief Executive, Ahmed bin Saeed Al-Maktoum: “We never forget that only by maintaining our service standards can we hope to retain [the] business [of our loyal customers].” (Annual Report 2006/07). The severe shortcomings of Emirates service during this incident caused us not only significant physical and emotional stress, they also cut short our holiday by 1 day, forced us to rearrange programmed activities and compelled us to involuntarily spend time in Dubai and later on at Nairobi airport.

I am awaiting a response from Emirates (UAE) and Emirates (Germany).

Gabriel Glöckler
Frankfurt am Main, GERMANY

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Shaun Parry
,
Jan 25, 2008 6:04 pm EST

I left a very important book on a flight either from Chennai to Dubai or Dubai to Nairobi on Christmas day. It was a years worth of entries which comprise the bulk of the rough draft of a book I am writing. I spent hours running around the airport trying to get help and got the run around until 4 hours later I had to catch my flight. It is a black and white composition book with my name on the front with 100 pages of hand written material inside. I hope they read this, check their lost and found records and contact me about it. I don't know where else to turn.

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12:00 am EDT

Emirates no refund for lost baggage

I departed LHR Wednesday night for Dubai where my luggage was supposed to be copy tagged for the onward trip to Jeddah but one bag did not arrive. Jeddah can give me no info, Dubai said they did not load the bag and so it is important to at lease locate it. The bag contains some highly important medication which I need in the near future and can not longer carry as hand luggage due to security measures. The file number is EKJED 24219 the bag is grey, with a purple tie on the handle and a green egg shape logo on the side. It is a pull along bag. The bag is tagged with my wife's name, Arundell Jayne. I look forward to hearing from you as soon as possible as I do need the medication (it keeps me alive). Many thanks Neil Hugo
My husband and I are still waiting to find out where our missing bag is as it is now 12 days. I can't believe that they have simply 'lost' it.

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Tommaso vanzi
,
Dec 10, 2007 2:14 am EST

It has now been a week and 1 day since i left Auckland NZ to go to Rome. I checked in two bags and only one is in my possession now. these ### after a week of searching still haven't found my bag with all my clothes and stuff in it. and during this week these so called ### made my and my dad go all around the place (airports, courier, my nannas place) to look for these bags and having no confirmation that they were there. my poor old dad argues with a different ### every morning, lunch and night. We have been informed by the customer service phone, to call all these different numbers and there I sent ever any answer, (or there on holiday, or in a meting or getting a coffee), I personally thing hat they are too scared to tell me my bag is lost.

Now me and my dad are on a mission to hammer over the phone Mr Calvarese the head of department Emirates in Rome, Miss Paglia, Miss Laura, ecc. I had 1410 euro worth of clothier in my bag and these cheeped ### will only give my 100 euro and 47 cents to replace my stuff. I really hope for the sake of humanity that this comment will put some scenes in these chicken brains.

Have a wonderful x-mas and happy new year.

Tommaso Vanzi.

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Muthu Uday Kumar Raju
,
Sep 15, 2007 4:59 am EDT

I travelled by Emirates from Khartoum on 12 Sep 2007 by EK 734 and reached Chennai (Madras) on 13 Sep 2007 by EK544 .My two checked in baggages had not arrived at Chennai on 13 Sep 2007 .I was told that the airlines would send it to Bangalore .Today is 15 Sep 2007 and I am yet to recieve my baggage .I travelled in J class (business) through out the journey .
My baggage tags are EK 679744 and EK679743

Please let me know as to how can I claim compensation as the Emirates people at Chennia and Bangalore are refusing to pay any compensation .

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