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9:41 am EST
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Subject: horrible experience with my emirates flight I'm writing to you with major concerns regarding emirates flight and ground staff support at dubai. My mother was traveling emirates from brussels to chennai with stopover in dubai on 22 february 2018. Knowing her medical condition (bilateral reconstructive foot surgery), we opted to fly emirates due...

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Emirates Customer Affairs What does Emirates Customer Affairs actually do?

My brother and I had a bit of a weird experience on 13 June 2007 at JFK International - it's fairly minor compared to the other complaints. Anyway, i'm a real stickler when it comes to customer service so i reported the incident to Emirates Customer Affairs almost immediately when i arrived at my destination. All i wanted was a reasonable explanation for what had happened. The response i received after an "investigation" was conducted was extremely generic and ignored the facts i had presented in my complaint.

I've been battling with Customer Affairs for over 2 months now and their responses remain vague and do not acknowledge the validity of my case. In my search for similar cases or experiences, i found that most airline websites don't have e-mail addresses for customer service comments/complaints and it appears that the treatment of complaints is the same across most airlines: Ignore the facts, give the passenger a generic response.

I first tried getting a straight answer from the Customer Affairs rep who was dealing with my complaint. I eventually mailed my complaint to every email address i could find on the internet for the Emirates - still no joy. Every response i got from the rep was pretty much the same and EVERY time i responded to her i kept correcting her statements with the facts to show her that she was getting the story wrong (seemed like it was on purpose).

The rep chose to play down the incident and stuck to quoting their overbooking and Denied Boarding Options policies which implied that I was a liar and the airline was not at fault with the initial incident.

She kept ignoring my emails and so i resorted to an alternative means to get her attention: I went to the Emirates website, looked up every magazine that had given them an award in 2007 and submitted the ENTIRE thread of communication to them.

Two hours later, i received a response from the rep and upon reviewing the complaint again, she was pleased to let us know that "As a gesture of good will, without prejudice or admission of liability" they would offer usa return upgrade to any destination of our choice on the airline's network. I promptly responded and told her that it was still unacceptable as we would still have to buy a return Economy class ticket to "benefit"from this gesture - this is money we shouldn't be spending in the firstplace.

Furthermore, she was STILL refusing to acknowledge ANY fault on the airline's part for what had occurred at JFK. Her generic response to that email simply stated that they had no further comments to add. I kept re-sending this response to her daily until she replied.

On 7 Aug 2007, i also mailed the email thread to their Customer Affairs branch in New York as well as the senior vice president (Mostafa Karam) of Customer Affairs and Service Audits for the Emirates. I've asked them to kindly provide me with some insight as to how customer service investigations are conducted. I am failing to comprehend how customer service managers reach their conclusions - I've been informed that investigations have been conducted and reports have been reviewed, yet my story is still being denied completely. I've got confirmation from Delta proving my side and have the name of the clerk at JFK who was instructed to offload our luggage, but what does the airline have on their side proving me wrong? Absolutely nothing from what i can see.

I have a read-receipt from the senior vice president's email account, but not one email from him. In the last 2 months, i've been searching the net and am very surprised to find the most appalling experiences being handled extremely poorly (if at all) by airline customer services - what does service mean to them? The responses to passengers are very much of a "copy& paste" nature which leads me to believe that the complaints are barely being read thoroughly. The aim here seems to be to ignore or frustrate complaining customers to the point where they give up trying to get somewhere with customer services.

I kept re-sending my emails to Customer Affairs indicating that there was no way I could reasonably accept their "compensation" and eventually they responded to me on 14 Aug 2007, simply reiterating their position. My final email to them was on 15 Aug 2007 - I sent the mail to Customer Affairs in Dubai, New York, South Africa as well at their Media Relations department AND the Senior VP of Customer Affairs & Service Audits again. I've received read-receipts from the Senior VP (again) as well at the New York office, but I doubt I'll get a response.

Initially this was a crap experience we had endured at JFK and ALL we wanted was to be treated fairly - eventually, in time, we would probably be able to get over it. We thought that reporting it to Customer Affairs would yield some kind of constructive solution - it turns out that this is a joke. The rep's vague, inaccurate, inadequate responses have only made things worse. Even if they weren't willing to give us what had initially been promised to us, they could have simply said "Sorry, we screwed up,we'll try not to let something like this happen again" and we would have been happy with that. But no, they wouldn't even do THAT.

It truly amazes me how Emirates play down customer complaints - all I wanted was an explanation, and they couldn't eve give it to me. By handling my complaint poorly, they've really marred the impression I had of them as I would have thought they would welcome customer feedback to try and be a better airline. Their crap responses to me have made me rather frustrated, but at least I know I tried my best to get their attention and let them know what I think of them - the Senior Vice President is the top of the ladder and I can't go further than that. I battled with them for TWO MONTHS and still no real progress. I'd be very interested to find out if anyone who has complained to them has ever gotten a reasonable response and/or reasonable compensation (if applicable). It seems to me that the Customer Affairs staff are grossly overpaid as they don't really perform a service of any value.

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asaz
, US
Sep 04, 2016 7:14 am EDT

السلام عليكم
ثقة في الخطوط الجوية الاماراتية حجزت للسفر الى تركيا من جدة الى اسطنبول ذهابا وعوده كما قمت ايضا بحجز سياره اجار لمدة سبعة ايام على ان يتم الاستلام والتسليم من مطار طرابزون وعند وصولنا لم نجد مكتب للشركة في المطار وبعد تواصلي معهم حضر احد موظفيهم وقام بتوصيلي الى مكتبهم خارج المطار وافادوني ان السيارة التي قمت بحجزها غير موجوده لديهم وطالبت بارجاع مبلغ الحجز الا انهم رفضوا بحجة ان الحجز تم عن طريق موقع الاماراتية وان اعادة المبلغ يتم عن طريق الخطوط الاماراتية لذا ارجو تواصلكم معنا لاعطاء كامل تفاصيل الحجز ولكم الشكر
علي الزهراني
[protected]

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Richard A Carter
, GB
Mar 14, 2016 10:06 am EDT

I wonder as to whether Emirates Customer Affairs really does exist. Like a number of customer complaints as above, my emails have been ignored, not even the good manners to acknowledge them - I guess they fall into the Emirates "black hole". My wife and I are skywards members and have been for a number of years, and travel business class. We recently suffered such a disrespectful experience at Dubai when we missed our connecting flight, I would not wish on anybody. The connection time in Dubai was tight from the outset, but when bussed to the terminal from the remotest part of the airport and then, due to traffic congestion, doing a double circuit, we were timed out. We were in a "fait accomplie" situation, whereby Emirates response was to charge us 25% extra of our U.K. to Cape Town Return ticket cost (they had already made their full profit on our fare) and leave us in hope of organising ourselves a new flight. Nobody was able to explain the situation to us, nobody cared, and there was nobody of authority to speak to. My advice; avoid Emirates and Dubai like the plague, - the money grabbing, non caring and ill mannered airline.

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Dorothy Bryant
, US
Jan 23, 2016 8:28 am EST

My suitcase was badly damaged on a flight from Singapore to Glasgow, initially a helpful man arranged collection of the damaged case and said he found a suitable replacement but then I heard nothing for weeks, Eventually a suitcase arrived but it was smaller that mine and too small for long haul travel - this has been an ongoing saga and I have been told I chose this smaller suitcase The baggage replacement company said it couldn't help further unless emirates agreed and the emirates contact said I must deal with the baggage company so you end up with a dead end. I have now found an email to prove that I did not choose a smaller suitcase and have forwarded this to emirates but they have not yet replied. I have flown business class with emirates for many years and have always found them to be polite and helpful but things seems to have changed.

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Dr Devamani Thimmaiah
, GB
Jan 05, 2016 6:02 am EST
Verified customer This comment was posted by a verified customer. Learn more

THIS IS A COMPLAINT
I have travelled with Emirates few times and likely to book another one soon .I travelled on, 27/11/2015, from Manchester, , flight no EK564, CONFIRMATION NO DLT6VF to Bangalore, I noticed that an INVICTA WATCH was missing from my suitcase, I could not believe this, so many times I have carried expensive articles to and from India and there was no problem.I AM VERY POSITIVE THAT I ONLY PACKED MY SUITCASE AND DEFINATELY KEPT THE WATCH WITH GAURANTEE, AND THIS WAS NOT THERE WHEN I OPENED THE SUITCASE.On arrival to UK I heard similar experiences by other passengers, I am very upset about this, the value of this watch is $495 and this was a gift to my brother.I would like to hear from you.
my email address --drthimmiah@hotmail.co.uk, submitted on 5/1/2016

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Younan M Younan
, US
Dec 28, 2015 6:44 pm EST

I am an American citizen, few months ago I booked with Emirates Airlines to Baghdad and back home. Because I stayed overnight in Dubai I had free accommodation, I enjoyed my flight because of good customer service. This was the reason I recommended your airlines to my daughter and her family who proceeded to the U.S. but I was very astonished when in Dubai they were charged for the hotel and meals.

I will appreciate if someone explains why this has happened. Does Emirates Airlines customer service have different scales in dealing with each country. I prefer to receive your response at this email: younanmyounan@sbcglobal.net Thanks.

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zahid rawn
, GB
Sep 14, 2015 11:46 am EDT
Verified customer This comment was posted by a verified customer. Learn more

To whom it may concern
Emirates Airline Flight EK 521 from Trivandrum to Dubai to London when I left my hotel on the 2nd sep night to catch early flight which was 03th sep time 04:00 Emirates flight to Dubai, I was at the airport very early just to make sure I'll get the flight, when I approached the Emirates counter one of the staff approached me and asked me sir can I help you I told him I'am staff standby he said can see your Itinerary I showed him the Itinerary he told me to wait so I waited for about 20 to 30 mins, when station manager Mr Suhair Haris approached me with my Itinerary and said I'll try and get you on the early flight which was 04:00 am I explained him my situation, I need to get to London because I'am doing charity work in Uganda I need to take flight on 5th sep from London to Uganda as community people will be waiting for me in the village on the 06th sep. Mr Suhair Haris station manager in Trivandrum Airport and his whole team were very helpful they tried to get me on the early flight but it was impossible as there were no seats available. Mr Suhair Haris station manager told me you'll have more chance on the 10:00 Am flight we'll try and put you on the flight, around at around 09:20 Am Mr Suhair Haris called me and gave me the good news we have a seat for you and you'll be on 10:00 am when they told me the good news I was so relieved. I would like to thank Mr Suhair Haris and his team the excellent work they did on the day to get me on the flight . If I did miss the flight from Dubai to London on the 03th sep I would not able to take the flight to Uganda on 05th sep from London as it would have delayed my charity work and some of the projects would have been delayed.
Just to let you know I did get the fllight on the 05th sep to Uganda which was on time and all my work and projects were done on time. Once again I would like to thank Mr Suhair Haris and all his operation team of Emirates Airline in Trivandrum Airport. Keep up the good work. Zahid.Rawn

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PhiUS
, US
Aug 03, 2015 12:42 am EDT

Emirates, Etihhad (Airlines from Gulf in General- is worst)... I never going to Board these two airlines never in Future.. I have no clue why they claim to have best customer svc, some BS don't believe it...

They will ignore you even after travel get stuck in the airport for 3 days, , to make make things Etihad collected additional $4000 at the airport on the way back... Arabs don't have a clue what this means for somebody flying from US.. I am sure this will never happen with an airline here or anywhere else in the world...

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Riaz Jilani
, KW
Dec 16, 2014 6:38 am EST

I had a very unpleasant experience with one of the Emirates employee at Dubai airport Terminal B, customer service desk.
in front of escalator We had arrive from NIce France on December 14th Flight EK 078 at 23.35 with our son at Terminal A who just had knee surgery. Our connecting flight to Kuwait
was in terminal C22 which is a long walk away. I went over to the customer service desk where I asked the rep if its possible
to get a cart to drop us off near our gate. She immediately replied "we do not provide such a service." After explaining to her
that my son is having extreme difficulty walking and the wheel chair is way too low for him, she again replied that we do not
offer such a service. Then I told her we are flying First Class and I am Platinium Member, she told me we dont care which class you fly or which member you are.We do not have a such service.
There were Marhaba cart was there and nice guy told me he will drop us, At least he has some humanity.

I understand that Emirates was not able to get us a cart but she could have communicated in a proper manner and explain
politely that the options are limited to a wheelchair. I am extremely disappointed with the employees attitude. She also hid her
badge so I will not be able to get her name.I lodge Complaint at First Class Lounge at Terminal C with Lounge supervisor who was only available at that time Gentleman apologies and promised to get her detail

Riaz Jilani
EK [protected]
Booking Ref No GKAGLB

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R Goenka
, IN
Nov 09, 2014 11:09 pm EST
Verified customer This comment was posted by a verified customer. Learn more

To,
Customer Affairs & Service Audit,
EMIRATES Group Headquarters, P.O. Box 686
Dubai, UAE

Dear Sir/Madam,

Re: Booking reference LDHGYB, Ticket no 176-[protected]
Kolkata-London Gatwick-Kolkata

I purchased the above ticket from Emirates to travel from my home in Kolkata, India to visit my daughter and her family in London. The first leg of my return flight was to have been flight EK16, due to leave London Gatwick at 13.35 on Sunday 2nd November. However, this flight was cancelled, and I subsequently missed my intended connection to Kolkata, flight EK570, due to leave Dubai at 02.00 on Monday 3rd November.

I was extremely disappointed that, following the cancellation of flight EK16, the earliest flight that I could be re-booked on to was flight EK30 which left London Heathrow at 16.15 on Monday 3rd November. This flight arrived in Dubai at 03.00 on Tuesday 4th November which meant that I then had to wait 23 hours for the next flight to Kolkata. I finally left Dubai on flight EK570 at 02.00 on Wednesday 5th November and arrived in Kolkata at 07.40 on the same morning. In total, my arrival in Kolkata was delayed by 48 hours. Had I been booked on to an earlier flight from London to Dubai, this delay could have been reduced by 24 hours.

My delayed arrival meant that I missed an important business engagement in Kolkata and caused significant disruption to my business operation. Given that my daughter and her family live in London, I do travel fairly frequently between Kolkata and London and I have a choice of which airlines to choose from. Given the very significant delay I experienced on this journey, I will need convincing to choose Emirates again for my next trip. Please let me know under regulation EU 261 what you are able to offer in terms of compensation for this long delay and the subsequent impact it had on my business activities.

Yours faithfully,

Xxxxxx xxxxxx

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31929
San Antonio, US
Jun 09, 2014 12:00 am EDT

Dear Customer Affairs,

I am Waled Batarfi. I am writing a complaint to you, and I am certain that Emirates airlines is known for their high class, professional, valuable, and also known for their professional business ethics in Customer services. However, my complaint is regarding lost My Baby double stroller for my kids which cost me $667.99 plus Tax the File Reference number is 31929. I am suffering with Jeddah station since last year after I made more then 10 trips to their office with no any attention or follow up with me. on May, 16, 2013 I travelled with Emirates from San Antonio to Jeddah after I arrived I went to Emirates office In Jeddah airport to complaint about lost stroller during my vacation in Jeddah for three months then I have to go back to US for my study. Unfortunately this year I travelled with different airline due to the bad experience I had with your office In Jeddah and I stop by yesterday to see and Updates. so I am asking the Emirates Airlines generously to look over my case, and understand the time I wasted.

Regards
Batarfi
[protected]

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