Emirates
reviews and complaints

I travelled from Birmingham Airport to Sydney Australia and Sydney to Birmingham. I am a silver customer. I arrived at Terminal B and was departing at Terminal B one and half hours after landing. I was not allowed to use the Lounge in Terminal B, I could only use A or C. Considering how long it would have taken me to get to these lounges, I found it very annoying I had to go else where to get a seat and cup of tea. I am sure you have very good reason for this decision and I can not wait for your reply. I travelled from Adelaide to Birmingham on the 3rd January 2016 and the flight I was on the tv screen were not working properly, so I had 13 hrs 10 mins without being able to watch a film etc., the cabin crew informed me this systems was out of date.

We were travelling with our two daughters, the itinerary being sea-bom-del-dxb-sea. After a 4 day stay in dubai, we went to the airport for our 9.35am flight on jan 4; we were there at 6.30am and reached the ticket counter at 7.45am. We were bumped off the flight with the explanation that you had overbooked the flight as per iata rules. 1. Emirates did not ask for volunteers. Instead they bumped a family of 4 - the kids had to start school the next day; I was starting a new job (I showed the employment letter at the counter). 2. The agents proceeded to lie in response to every question. They asked us to wait until 8.35am when they would allocate remaining seats. But in fact, everyone was already checked-in. They simply gave us hotel vouchers at 8.35am and refused to entertain options. 3. There is a 3.20am flight from dubai to seattle. They refused to answer any questions around it. They simply said: “we have considered all options. ” 4. Some agent comments: (I) if you had a job to start, why did you not leave two days ago. It is your problem that you took this risk. (Ii) half the people we bumped are starting a new job (This is despite my showing my employment letter and start date to them). (Iii) all kids have school; we cannot consider that when we look at our flights. 5. Even after they issued the hotel vouchers, they lied about the process. (I) an emirates car will pick you up at the hotel tomorrow morning. There was no car and we had to take a taxi and pay in us dollars. (Ii) you can travel anywhere in the world with your travel vouchers as long as you pay the fare difference. Each voucher is valued at 20, 000 dinare. I confirmed that number and it is a total lie. 6. We were given the last row on the next day’s flight (#49) and spend 14 hours listening to the loud flush in the bathrooms behind us. We had to argue for 15 minutes for asian vegetarian meals that were not on the plane. After the trip 1. My daughters missed their first day of school and had to scramble to make up. 2. I had to start one day later and will not be paid for the missed day. Emirates bumped a family without asking us and then proceeded to treat us as badly as they could. I am disgusted with the treatment and embarrassed as my family went through this with me. I was able to convince 3 friends to take virgin air instead of emirates to india. If I can convince a few more, I will be happy. You obviously will continue to have overbooked flights. An unhappy customer

I was travelling from Dubai to Chicago O Hare on January 1st 2016 with my husband and son. Since our flight was leaving at 9:40 am and the check in gate opened at 6:45 am, we got up early to make sure we got the airport in time and were in line when the check in counter was open. After getting to the check in counter around 7:120 am we were told we couldn't be given a seat since the flight was overbooked. I was appalled because we had confirmed tickets and seats. When I asked the lady at the counter how could this be possible she only replied that they were overbooked and if we were not willing to stay over night in Dubai to take the flight next day (which they mentioned they would pay of the hotel) we will have to come back at 8:45 am to check again if we have seat. With that they gave us 3 coupons for coffee and sent away. When we returned at 8:20 am my husband was asked for the passport and luggage and we were provided the tickets. I dont understand why this was not available an hour ago. We then had to rush through immigration and security to make sure we got to our ate before it closed at 9:20 am.If Emirates was overbooked, that is not my problem. I am not sure why they made it mine by first not giving me my assigned seat and then adding to the stress at the last minute. There were no apologies for the inconvenience. Next time Emirates can you please think before you overbook as people do pay you money when they reserve their seat in the flights and you have no right to treat your customers poorly for your ill planning.

I have arrived this morning in Sri Lanka however according to Emirates my suitcase could not be loaded in Dubai and was going to come on the next flight. I was told it would be delivered after the flight had landed. It's now almost 10 pm, so far no one has contacted me from Emirates, even though I will be leaving the hotel where we are staying tomorrow morning. I find it very disturbing especially as it is New Year's Eve, my clothes are in the suitcase but what is worse that Emirates did not even contact me to let me know what is happening. Nora REVESZ

We called Emirates call centre to book a ticket for my sister around the 12th or 13th November. We did the booking as per my booking that was already made. We asked if we could use my nephews card and he said yes as long as we have the card with us, we gave card details for the debit and immediately the amount almost R14000 was taken of. After the payment went off the agent confirm the booking and started reading out some terms, one being the owner of the card used must be present at the airport. We then asked him why he did not tell us that initially as my nephew lives in Pietermaritzburg and he will not be in Johannesburg at the time of our travel. We asked him what we can do and he said he will cancel the ticket and process the refund which will take 5 to 7 working days. We said okay thats fine as long as it is refunded by then and he confirmed. He booked the 2nd ticket and I used my card to pay as we are travelling together. Booking was made, confirmed and paid for. So now Emirates is sitting with the money for the cancelled ticket. We called on the 8th or 9th working and spoke to another agent who said it will take 7 workings days, we explained it is already 8 or 9 working days. She then said it will take 15 working days. I said that is not acceptable and they must listen to the initial call and get back to me. To date no one has called. We then called back around the 26th November and once again spoke to a different agent. She also told me it will take 7 working days. I had to again explain the entire story. I told her that we travelling on the 30th and need that money as it is our money for our travel spend. She then confirmed the refund will be in the account on the 30th November in time for our travel. but also requested I send an email for the refund which I did the same day. Needless to say the refund was not received. We arrived in India with no money due to the refund not being received. We were not impressed and had to arrange for money to be sent to us from SA. My brother in law has been in contact with the call centre and sent follow up mails since then. No response via email and the call centre agents keep giving him stories of it taking 7 working days but it is almost a month now. Please can you assist with getting us this refund urgently. the ticket number is [protected]. I have also sent a request via their website and still waiting. This is getting quite ridiculous. We are still in India and need this refund urgently. Regards

I shauoor anjum booked my luggage at hyderabad while boarding EK 529 on 2 dec & dubai to jeddah EK 801...howver when got the baggage one piece bag was missing.the cla section gav me receipt of lost baggage & was told they would come back or send the bag to mecca...i gave my contact details but till date no bdy has come or contacted me...ref no is DAH JEDEK38077...MY NO IN MECCAH...[protected]/[protected]/ BROTHER IN LAW..[protected]...INDIA BHOPAL [protected]...PLEASE HELP

Tried to send this email it was returned... address incorrect. sent items > message detail subject: complaint from: (add as preferred sender) date: sat, nov 21, 2015 7:33 pm to: [protected]@emirates.com hello, my baggage was damaged the wheel was torn completely off. I went to the emirates desk in detroit to file a compliant. did not receive a copy or filing number was told I would be called. after a few weeks I called and spoke with someone who was very helpful and gave me a number to your ny office [protected] and could not get in contact with anyone there so I left a message. waited a week no response so I called back and spoke to someone who could not find my complaint and told me I would need a receipt for my luggage purchase. which I did not have it was a gift from my mom and she could not find the original receipt. she contacted the manufacture of the luggage and finally got a proof of purchase. which I have attached. passagner name: stephanie williams [protected] july 27, 2015 stephanie ty williams phone: [protected] website: www.byty. me email: [protected]@byty. me

Me (Ahmad Ghabaian) and my wife (Fereshteh Habibi) had a flight by EK 074 on November 11th from Paris to Dubai and it had delay from 14.25 to 21. Our class of flight was business but gave us seats in economy part. We have a request to return us the difference money for this delay and changing the class of flight or give us offer for our next flights. Regards

My partner and I have just returned from Mauritius and Dubai, on a special retirement holiday for her which was supposed to be a bit of a different class to what we can usually afford.In Total we had 4 flights all business class, the first two flights we knew what we had payed for it was amazing, all class and quality we were absolutely over the moon with our experience.The 3rd flight was just ok but maybe we were getting used to it and knew what to expect, the problems arose on the last leg from Dubai to Manchester.Firstly the plane was delayed, only by an hour so no big deal, I went to the toilet after less than an hour into the flight and it was filthy and wet through.no goody bag was given like on the other flights, the service was just altogether poor and slower.my headphones weren't working, then midway through the flight after the meal I asked for a glass of champagne Sold out.i thought WHAT.so I sat without a drink for quite sometime then decided to go get my own from the bar, Gin and Tonic, sorry sir no Tonic, WHAT!, and they were waiting for ice and no lemon either.Now I'm thinking I'm supposed to be on business class here I've paid a lot of money for this.All in all it was a very poor experience on the last flight which left a poor taste in the mouth(which wasn't champagne or gin and tonic.)As this was our last flight this ones stuck with us which is a shame because the other flights were excellent, I hope you can fairly resolve this matter because we would like to fly with Emirates again.Thank you Paul Turner.

Jade Callaghan, employee number 441912 is allowed to fly after drinking all night, her social media post are all about drinking, illegal house parties(no alcohol license) and in one she is even seen kissing a girl in pubplic, no respect, management is aware of it yet she continues working, it is not fair on her co-workers and passengers. Is there not a zero tolerance on alcohol at Emirates. The emirates social media platforms like Facebook deletes all complaints about her, why? And yes there have been complaints, Emirates use to set the standard when it came to Airline service now they happy with non committed sub standards staff

09 November 2015 started my journey from Manchester to Dubai. Was Good than from Dubai to Lahore EK 624 at 4:20 departed from Dubai after more than half of flight fire and smoke alarm buzzed was very confused the attendants looks confused and worried too my seat was 47 K one of the air-hostess carried fire Extinguishers to the bath room but no results the attendant staff was panic but they said nothing is wrong everything is normal there was some real problem during flight. but could not be found. I guess Emirates has fallen their quality, services and safety in the flight to Pakistan. Thank you best regards, Ahsan Jamil

My name is neelima boggarapu I travelled by emirates via ek 513 delhi to dubai ek 123 dubai to istanbul 8u istanbul to beida labraq while entering flight flight people taken my hand luggage due to cabins are full while you're final destination you will get your bag it's already over 3 months till I didn't get my bag we are suffering alot please trace out my bag and send it to my email. .. My id is [protected]@gmail.com please any information do you get inform to my email address eagerly waiting for your reply

I changed my flight details on october 30th, 2015 and paid $200 for change fee and $298 for airfare change to make some change to my itinerary. My confirmation # is f3m36n. I need to change my return date from dec 20th to dec6th, 2015 and now I am being asked another $200 change fee in addition to the change of airfare for the revised date. Well, I just made this change 4 days back. The website and the local office too say that since oct 30, when I made the change was in last month, this is not applicable this month in november. But its only 4 days later that I am requesting this change. The return date is more than a month later and sometimes plans change in today's fast paced world and our lives. I already paid the penalty of $200 4 days back, I implore you to charge me the airfare change and waive the change fee of $200 this time and the make my return flight on dec 6th instead of dec 20th on the same time schedule of departure and arrival in boston on monday 7:55 am. Please get back to me at the earliest.

Am Cathy i travelled from entebbe to dubai on 22nd october with Ek730 flight i happened to loose my Af8 phone at security section in process of check up so when i reported to the maetraire cabin lady they asked me to stay cum and leave the work to them and security to trace the phone, so after some minutes i was told by the crew lady to be relaxed that my phone was found so they said i will recieve my phone on arrival to dubai airport to lost and found office ..now i have been to this office several times all they say they have not recieved any phone, i have written email to the office still no respose after making several calls i got pissed off after a while i asked for emirates number in uganda entebbe still no help and response i called entebbe office all they say we shall get back to you still no response and help to my suprise emirates is a big company so i thought i would be helped but nothing completely nothing am so much disappointed with the way emirates staff failed to follow my complaint after promissing me that my phone was with them ...so my question is where could my phone go to...? After telling me that it was found. Am cathy akirapa you can find me on my mobile number [protected] [protected]@yahoo.com

My ek account no. [protected] gold was hacked! I just checked my statement online and I realized that my account has been hacked by redeeming a total of 233125 miles between 08 oct and 15 oct using the three following booking references: eid7dj mnnauw bamrvf I never shared by skywards password with anyone. I immediately changed my password. I immediately requested an investigation and to stop the offenders and most importantly to return my miles that I have been saving for my family vacation.

I did not to bother you regarding my complaint and I wanted to follow the procedure. But what happened to me today in newcastle air port in unbelievable and still I think was a bad dream and I had to report this to your very senior managements and I will cc this email to your other section of business it is very serious matter what I have gone trough on my flight with your airline. Let me to tell you my story how your ground crews handled me in your passenger counter around 10:00am flight number ek036 to dubai on 11/09/2015. I was very early in the airport around 10am and my flight was for 13:25 from newcastle to dubai. I arrived at the counter and showed them as always my passport they could not pronounce my name them first thing they asked me to put my hand luggage I asked them why this is first time ever asked me for my hand luggage to be check I told them I have been flying by klm and have been flying nearly all over the world with brithis airways and turkish airline and nearly all airlines. After they check my luggage they said is over my limit around as I could remember 12 kilos then they told me I can not take them to the cabin and I have to move them to my baggage and my baggage was around 36.5 kilos for that they wanted around£400 pounds. I was ready to pay for 5 kilos. It was a ground staff with air hostess uniform and I left then deck to clear up for other passenger and talk to her try to check in because of my mom operation and I had important meet and I was very tired just wanted to pay for few kilo and go. I started to talk very politely and explain I know I am over my limit and in my suitcases are most of it my mom cloths and all are scound hand please for companitate ground let me to pay you for 5 kilo and my hand bags is only not so much she refused and said I have to pay for 10 kilo and I can have 7 kilo hand bag I told her my lap top with my hard drive all the cables and batteries is only 4 kilo and I see what other passengers they are taking more bigger then my stuff? I was very agony regarding your staffs that treating me like a scound hand class citizen!. I told to your ground staff I will wait here far away from the desk and see how much other passengers are taking and you don, t stop them. When I said that she threatened me that she is going to call the police for me your customer who has paid for your service! It was very insulting then I asked her to call her manager and she walked away and after 10 minute or longer I waited until another ground staff same uniform was send to me she said the same things I have to pay for 10 kilo. Remember she did not call for my request to see her manager!Anyway I paid for 8 kilo. I was getting late and I had to be on my flight I no time of argument after packing and repacking my suitcases few times on the floor I was very disoriented quickly packed the rest of my belonging in my suit bag that I was going to wear it on monday for my meeting and on the way to the gate got broken and in the same time few flight was going to take off and security was very busy I was one of the last passenger to board. When I was boarding I saw the manager standing near the gate where they check your passport and he was not looking very happy because I was one of the late boarding passenger and I was one of the first one !I was trying to check in around 10am and it was his ground staffs to make fool of him and me. Anyway I find my seat and tried to get information how I can put complaint regarding your ground staffs to your company and I told to a south african air hostess whom was responsible for my section she was very friendly and nice and told me to go to emirates web site and put my complaint and she was very sorry what happened to me. I was so tired after lunch I fall sleep and same air hostess woke me up and saying we have arrived. Then I was so happy I made it until dubai I was waiting for my connecting flight in dubai around 7 hours. While I arrived my suit bag was broken and I was dragging with me and one of the airport helper gave me trolley to ease my struggle with my broken items. After that I board my next flight when I arrived to my seat the plane was nearly packed I tried to find on top compartment place for my two small bags and my lap top. I could not find any place around I find a small compartment and put my stuff in few seats further by my surprise one of the air host came made my compartment empty to put other people bags and those bag was so heavy your steward struggled to put them in by force and I remember what your ground staff what they did to me in newcastle airport how they insulted me by saying she will call the police! How they did not let me to talk to their manager how manipulative worked in a team to kill my right as a human bing and as one of your old customer and treated me like a third class citizen. Then I called the steward politely and said you are removing my bags that I have paid for my extra luggage and putting only from one customer three bags each one much more heavier than mine and I protested where is my passenger right then he call one of his qulique to help me and talk to me try to solved my complaint I told to your senior steward what happened in newcastle airport all story he was very apologetic regarding how his ground staffs treated me I told him it is not his fault but if every passenger had 7 kilo (You are not budget airline) as they forced me in newcastle then it should be lots of space free for my bags and as you see all compartments are full with heavy bags and I have been victimised? By your ground staffs !And I am going to put complain and he promised me that he will report it to emirates airline his name is juan and he has written with his own hand writing senior flight steward.In section 46g flight number ek971 friday 11/09/2015 he took my email address and my uk mobile number to put it in his report. After that he and his qulique were very nice and tried to calm me down and let me relax until I landed in my last destination. Now you see what I been trough and I am asking you to fix your newcastle airport management and teach them a listen that they are not allowed to behave in brutal way with your costumer and they can not make lough with their friends what happened regarding their day job and it is shame they are wearing your uniforms the emirates airline has responsibility to take action regarding my complaint and my right to compensate me totally with all the damages to my suit my suit bags. They made me so confused that I lost both of reading glasses and your airline has violated my passenger right and my human right as a free person that he was threatened by your ground staffs that they will call police to move me from the place I had right to stand. I hope this nightmare won’t be repeated to your other customers. Looking for your quick response. Your disappointed customer m pasha this the reply I got back today from emirates I refer to the correspondence you have provided through the feedback section of our website regarding your recent experiences. I would like to thank you for taking the time and the trouble to detail your concerns. Firstly, on behalf of emirates, please accept my apologies for any disappointment that you experienced prior to flight ek36 on 11 september 2015 from newcastle to dubai. Please be assured that emirates places a great deal of emphasis on the high standard of services and facilities that are provided to passengers, both on the ground and in the air and I am truly sorry that we were unable to meet your full expectations on this occasion. Please allow me to explain that in accordance with our conditions of carriage, upon purchasing a ticket with emirates all passengers who are travelling in economy class are allotted a free baggage allowance of 30kg per person for check-in and in addition to this passengers will be permitted to carry one piece of hand luggage weighing no more than 7kg. Strict controls are placed on the weight of check-in and hand luggage and should a passenger’s luggage exceed their free allowance then passengers will be requested to either repack their luggage or they will required to pay the applicable excess baggage charges. Our records indicate that as you exceeded your free allowance you were correctly charged. However, it was disappointing to read of your dissatisfaction with the way this matter was handled. I do appreciate that this must have been an anxious time for you and I would like to reassure you that we expect our staff to represent emirates in a friendly and professional manner at all times. I am sorry if this was not your experience and if you felt our ground staff should have been more proactive when dealing with this situation. I can only apologise for what must surely be a rare lapse in our service standard. I would like to assure you that our ground handling procedures are constantly being reviewed in an effort to improve the level of service provided to our passengers and therefore your comments have been forwarded to the airport services management team at newcastle airport for their internal review. Mr pashamoghaddam, whilst I am unable to meet your request for compensation, I would like to offer my own apologies for any disappointment you may have experienced. We do take all passenger feedback seriously and we will continue to seek this from our customers so that we can make improvements, and offer the highest standard of service that our customers have come to expect of emirates. I am sorry that we did not live up to your expectations and I do hope that we will be able to provide a standard of service that meets with your expectations in the future. I would like to add that we greatly value your custom and appreciate the choice available to passengers when it comes to arranging international air transportation. Thank you for taking the time and trouble to contact to us and once again, please accept my sincere apologies. Yours sincerely, claire vella customer affairs uk this was my reply to customer affairs uk hi I am very disappointed with your reply and disgusted. I have been insulted by your crew and when I was in the plane there was no place to put my hand bags ? How if everyone had 7kilo then I was able to put my bags above my head your reply is totally nonsense and please let me know how I can put my complaint to higher authority. Still I am waiting for my compensation and all damages on my belonging. I have paid for my extra bags for 209£ plus other things I lost if I don't get compensated then I will send the copy of my first letter to all your ceo, s from uae to uk or anywhere I could get my compensation. Please pay me or I will embarrass emirates all over the world like you ground staff embarrassed me at newcastle airport and I don't accept you apologies. When I am back to newcastle airport I will find out who was your grand staff insulted me and I will report it to newcastle airport police then your disgrace ground staff can not do that to any other customer. Your management if very brutal at the airport and they have to be disciplined. I am going to write a letter to head of your hr too or anywhere they could take care of my complaint. The copy of letter will be send to aviation authority. And airport police authority. And head office of emirates. Please provide me the name of your ground staffs on the day of my flight ✈ and your station manager at newcastle airport. Your disappointed customer. M pasha

Dear sir or madam, my name is shahrbano zahedi I was taking a trip to nagoya from tehran / iran with emirate airlines on 8th aug 2015. (Attached is my ticket) in my package wheelchair was included but unfortunately nobody came to pick me up in dxb, also the wheelchair didn't pick me up in osaka by the time I was in japan so I didn't reach the bus to go to nagoya. Despite the fact that me and my family had a lot of hard time during my trip to japan, also I had to pay for the taxi to rich to nagoya. (83200¥) attached is the ticket for the taxi, my ticket along with the receipt of wheelchair for my ticket package. I would like you please to manage my taxi restitution and guide me with this problems so these problems would not happened in my next trips with emirates airlines regards shahrbanoo zahedi

Super Experience with Emirates. We recently took Emirates to New York for our holidays and we have done biggest mistake of our life. We reached JFK from Delhi in around 30 hours which was around 17 hours journey and the way Emirates has handled that situation was ridiculous. Actually they didn't handled it. We missed our connecting flights to Miami and got stuck at JFK with "No Support from Emirates" So called one of the best airlines of the world. We had to book the fresh tickets again and Emirates decline to pay for it.

We thought bad luck get over there but while coming back from JFK after 10 days, this time we reached almost on time but our luggage got delayed by more than 12 hours (still waiting for it) and am co-coordinating from Emirates from last 3 hours and these guys are fooling around.

In future please be aware of this airline and don't go with the Big name. We were expecting an apology email from Emirates but they are not even responsive enough to update us on our luggage.

Prashant

Sir,
I was a passenger (e ticket number 1769332809842c3) on 15th september 2015 in the flight ek513 (new delhi - dubai). I had taken the connecting flight to addis ababa (ek723).
I am sorry to say that the attitude of some of your employees at the reservation desk at new delhi was far from satisfactory and I was totally disturbed by the way they treated my case. I had two (2) check in baggage's ([protected] and [protected]) weighing 40kgs a cabin baggage (8 kgs) beside a laptop bag which weighed 5 kgs (laptop, tablet, hard disc, mouse and their chargers).
I was informed by your employee at the reservation desk that only one cabin baggage (which can even be a laptop bag) is allowed under the new rules and that the other cabin baggage has to be included as a check in luggage. I am unaware of any such rules at the international flight, neither there was any information indicted in my e ticket. Your employee at the reservation desk mr. Gaurav sharma (employee code 1111669) was asked by me to show the new law pertaining to the same, he said that it was in vogue since last six (6) months and that if I want to see the rule then I can check your web site. He was very rude to me and was laughing at my ignorance. He checked in my hand baggage ([protected]) weighing 8 kgs and for the same I had to pay a hefty penalty (rs 19, 430 (Nineteen thousand four hundred and thirty) which was paid vide receipt number emd a [protected] issued on 14th sep/19.43.21z/ekdelsu/del16/[protected]/1n). However, on the same flight more than one hand baggage was carried by several people (one mr and mrs puroshattam and also by a nigerian person all of them in the economy class as myself).
When I reached dubai almost I saw that almost all my co passengers had one cabin baggage besides those who had a laptop or some other such items even my colleague dr raghunath keshavchandran (kochi - dubai - addis ababa) too had a cabin baggage and a laptop bag with him.
Please intimate me what are your rules regarding the cabin baggage, besides kindly take away such staff who misbehave with the passengers.
I have the following queries and I request you to kindly clarify the same:
1. Since when was this rule enforced (one cabin baggage including laptop @7kgs) and if at all such rules are there then why is it not mentioned in the e ticket issued to me.
2. Am I expected to go through the emirates website for all such matters (as was mentioned by your staff) that too in the midnight?
3. Why a copy of the rule not be there with the reservation staff or displayed at the reservation counter. ?
4. By what authority was mr sharma allowed to misbehave with me and also saying that if I wish I can get my tickets cancelled for the flight and that too when the flight time was approaching.
5. How were the other co passengers allowed to have one laptop bag and a cabin luggage together while if my cabin baggage was excess by 1 kg I would have paid for the same?
6. When I enquired with the reservation staff that why the rule was not displayed in my e ticket then he said that it was my mistake to procure a ticket from the agent and that I should have purchased the ticket on line as such information are usually not provided to the agents.
7. Do you have different rules for passengers travelling from different air
I believe that no such rules exist (i. E only one cabin baggage weighing 7kgs including laptop) , if it is not then in authority was I harassed by your reservation desk staff at new delhi on the appointed day. Kindly clarify my above mentioned queries at the earliest.
Kind regards,
Dr sandip banerjee
[protected]@gmail.com

We flew Emirates from Sydney to Dubai on 25 Aug. After spending 4 days we flew to Berlin and that's when the problems start. The flight was booked through Emirates with a stop in Düsseldorf where we had to change planes. We asked for our luggage to go through to Berlin and was told no problems.
At Düsseldorf we changed airlines (Emirates Partner Airline) to an Air Berlin flight.
We arrived in Berlin and found that our luggage had been lost. We planned to stay in Berlin for 4 days so we thought that they would find our luggage before we had to meet our cruise ship on 3 Sep. We were given a lost baggage claim and a contact number to call.
We tried for 2 days to call this number and fill in a complaints register before giving up and travelling back to Berlin airport to speak to someone to find out where our luggage was. We were told that they didn't have any idea were our luggage was and seeing we were due to leave soon we should make alternative arrangements, so we went shopping buying new luggage and clothes to cover us for the remains 5 weeks left of our holiday. We were also told that if found our luggage they would send it back home to Australia.
After what seems like hundreds of emails we were informed by Emirates that our luggage will be sent to Helsinki to meet up with the cruise ship on 8 Sep.
Now that's great, we finally have our luggage back, but we now have the problem of getting 4 large suitcases from New York, where our ship docks back to Australia.
You would think that Emirates would accept responsibility and allow the extra luggage on our flights free or any extra cost. But we seem to be stuck in some communication time delay. It takes days and days to get an email back let alone an answer.
There has been no decision from Emirates as yet, in fact they have tried to blame and fob us off to Air Berlin.
I wonder if we will get a decision before we have to fly out of New York on 3 Oct?
Very poor customer service Emirates. I am sure they can do better.
Jill Graeme Martyn