Emirates
Reviews and Complaints

Being number one airline in GCC, I was so much excited to experience Emirates for the first time but now I regret . During my return journey (26.03.2017)from Trivandrum to Muscat (via Dubai) i was totally disappointed. Once I reached Dubai (Flight no:EK 523)it was late for more than 40 minutes and hence I failed to catch the connection flight to muscat(Flight no:EK862). So I head on to the nearest Emirates counter for assistance there I witnessed a crowd where the team failed to manage it . After three hours of waiting a Lady staff comes forward and collected all the boarding passes those who miss the flight and after that there is no response from staff .Later we just come into notice that the staff who collected boarding pass shifted her duty to some other location and she dumped all the boarding passes somewhere inside the counter without delegating it to her colleagues, which was again wasted 1 hour. And finally the team has issued a new boarding pass (EK864) which flies at 16:25, after long waiting the flight take off marking one hour late . Finally the flight reached muscat nearly around 1900 and later I was so much disgusted to experience that my luggage (Luggage Tag No:EK240788)was missing .hence I approached luggage lost counter and filed a query/concern with a file ref number MCTEK24923 and they promised me to arrange it by today . But as of now no updates has given in website. I was having many valuable things inside the luggage, which I can't ever forget in my entire life .

Dear sir and madam,

today is 25th march 2017 yesterday night my flight is departure time in jaddeh 08.35 pm and arrive in dubai 12.30 am but the connecting flight diffeeence os 7 to 8 hours next flight is connecting 7.30 am but there is no courtesy to offereing the hotel for this 8 hrs stay then today flight is cancel on 25th march2017 but we are going again airport so i m submit cancel flight boarding is handover to your team officer Mr.Nadir and after 6 hrs nobody is response memtion the name below
1 Leena
2 Nadir
3 Asma

so nobody is response for new flight then i m a diabetic patient my parents also and i m unconscious for Suger level is low my suger is low ia only responsible for emirates because my medicine in baggage and new flight is issue after one day

can you please give me the answer?

why i m suffering the stay and flighta
flight cancel is not my decision
we are paying the money to buy the ticket why me suffering the stay in dubai and literally dubai airport is not Dubai airport is just liks Haji kemp in saudia Arabia and next time i will not take the emairates

kindly reply me at my email address
aee below email address

[protected]@gmail.com

kindly reply me

It is with regret that I find myself writing to Emirates complaints department. Over the years I have flown long haul many times with Emirates but I am extremely disappointed by my experience on this occasion and hence my reason for writing.
I had booked a flight to Hong Kong back in June last year to depart Manchester on March 3rd with a return on 17th March. Unfortunately I was unable to go on the holiday and cancelled prior, requesting a full refund minus the penalties paid for cancelling the two tickets (as above).
I received confirmation that a sum of £3279.36 would be deposited back into my account. Unfortunately the original card and account were closed at the end of November last year and so it is not possible for the money to be transferred back to that account. In fact I no longer bank with Lloyds. I have not therefore received the money owed. Already it has been extremely disappointing not to have gone on the holiday but this is now adding to that and has become quite frustrating. I wanted to book another flight with the refunded money to an alternative destination but I have now waited several weeks with no sign of a refund despite my persistence with trying to communicate with your customer services and central refund department both verbally and via many Emails, most of which are now not even being acknowledged.
Emirates representatives from the central refunds inform me that there is nothing that can be done by your company and that it is my responsibility to speak to the bank (with which I no longer bank) to address this issue. I have spoken and been into the Lloyds branch on three separate occasions now and they have told me each time that there is no way that the money could have been transferred to an account that no longer exists as it would have been blocked nor do they have a holding account into which it may have sat temporarily. They have advised that it would have come directly back to your bank and may well be in a holding account.
I even sent an Email to BUD leaders as advised on the telephone with confirmation that the account had been closed and details of a different account for the money to be paid into. On March 15th I received a message saying “Thank you very much for sending us the account details and documents, I have already sent them to our colleagues at the Central Refunds department. Usually the refund process takes about 3-4 weeks, if the amount will not be credited to your account within this time frame, please let us know and we will check the situation”. On March 16th I received a further message to say “The Central Refunds Department just informed me that the refund was already processed to the Visa card 4921******9926. I would advise to contact your bank in order to transfer the amount to the new card account since we have no longer access to this amount due to the processed refund. Thank you for your kind understanding”
Is it not possible for you to trace where this money has gone from your end as I can do nothing further here? I find it hard to believe that this situation has not arisen before. This cannot be an isolated incident. There has to be a way around this. I am now owed a large amount of money, which I would like returned to me as soon as possible. There simply has to be a solution other than to say I need to sort this out myself. Despite several efforts I am going around in circles.
I would ask you to now kindly look into this further and I look forward to hearing your comments and a solution.

Hi,

We had booked a flight from oslo to mumbai-ek0160 for 11th may
However was surprised to get an email yesterday that the flight was postponed to 12th may. I called up the call center that I needed a 11th may flight, however the customer care executive didn't give me a satisfactory solution. He asked me to me take a complete refund and book with another airline if I wanted to leave on the same date. We even asked for an alternate to book us on another fight or provide us accommodation which was also denied!
I have booked the flight as per my convenient dates, why should I bear the cost of staying in oslo for an additional night or pay additional charges for a fresh booking or book a different flight?
I always had high regards for emirates customer service. This is really pathetic service

Crew member named Enrico Deanesi visited our outlet last night and made a spectical of himself as we offer a discount for cabin crew. He could only produce a platinum card which only entitles 25% discount saying his face card was at home. The card in question entitles the holder to 50% which we could not apply without the card being produced. He then proceeded to shout in front of other guests that he is Emirates staff and will get his 50% discount. Unfortunately other guests experienced this which I feel is bad for the company. Crew number is 414702

 I'm lodging a complaint against the unfriendly ground staff of Emirates at Dubai airport. I notified Emirates in advance that I would require a wheelchair at all airports as I'm pregnant and have been advised not to strain myself by walking. When my husband and I arrived at dubai we were told to walk to the buggy which will transport ad to the waiting lounge. Despite telling the man I am not allowed to walk he still insisted I walk and wait. I refused to walk further and then the man put me on the wheelchair. He still took me to the point where he made passengers wait for the buggy and then moved us to another area in the duty free shops. We had to get off and WALK TO THE ELEVATOR GET ON THE TRAIN AND WALK OUT AGAIN. By the time I exited the train I refused to walk any further
. What kind of service does Emirates provide by treating passengers in such a manner? I wasn't treated like this in Delhi and even when I arrived in Johannesburg I was well looked after.
Your staff have no manners. They are rude and don't seem to have any compassion and respect. How do you make a pregnant woman walk that much? Is there something wrong with their minds? Even the staff at the waiting lounge are far from pleasant. I don't know how your airline is rated so high when this is the service passengers receive. I will never want to fly on your airline just so I can avoid the illiterate and insensitive staff you hire. This is a big shame for EMIRATES. I will be sharing my unpleasant experience with as many people to make them aware of the treatment I got.

I have had email communications with emirates, and I am not satisfied by the outcome. I have requested a follow up, but to date my emails are being bluntly ignored. I have therefore decided to log my complaint here for reconsideration. Please see photo's attached detailing the communication to date as well as photos of the damage caused to my luggage (new).

I am vineela. on feb 19th to 28th I had a trip to hungary (budapest). I travelled in emirates from hyd - dubai-hungary where I checked-in my 2 bags, one is 18 kgs and other 5 kg's as allowed baggage was more than 30kgs and I had one laptop bag as my hand luggage. till here it is good.

While returning, lady at check-in counter (@hungary) didn't allow me to check in my 2 bags and she says allowed weight is just 20 kg. I did mention it was not the case when I traveled to budapest and allowed was more. she didn't listen and had me carry my 7 kg bag with me. when I landed in dubai, I did little bit shopping in dubai at duty free stores and when I started boarding my flight, security person says allowed is 10 kg including what I shopped at duty free store + handluggage where I had my laptop. after my multiple requests saying what happened at hungary checkin place, they didnt listen and had me pay 280 aed for extra baggage. and the staff over there was really rude, they don't listen what my point is.
My concern is for me emirates is one company every where, how could she (at hungary) did not allow my baggage to check-in when I wanted to, if she had done it, I wouldn't have faced this issue.

And at dubai how could duty free items be weighed which coasted me 3 kgs extra. duty free are supposed to be handed out to me at hyd airport, but they gave it to my hand (that is ok). but those items cannot be weighed. we would choose emirates as service and facilities are good. but if this is the way customers are treated then there is no point of choosing this for higher charges.
Please, look into this issue asap, I would like to have my amount refunded.

Please checked the attached screen's. appreciate your help on this.

This is with reference to my flight with EK from Istanbul to Hyderabad, India. I boarded flight EK122 bound to Dubai. I did not have any checked in baggage, though i am allowed to check in 30 Kg, one piece baggage. My hand carry was 8 Kg and a laptop weighing 3 Kg. I was allowed to board the aircraft with my belongings mentioned above at the Istanbul Airport without any problem. After reaching Dubai, my transit point, as usual I shopped at their so called duty free shopping points. I packed those duty free shopping stuff into a folding bag which I was carrying with me inside my hand carry. It was approximately 10 Kg and wanted to check in that piece of bag at the gate B1, which I always do without any issues. Since I am frequent flyer and do not like to have a check in baggage. But this time around the EK staff stopped me and weighed my baggage which I intended to check in. They asked me to pay excess baggage for 10 Kg. When I informed them that I don't have any checked in baggage and allow me to check in this 10 Kg baggage, they refused. Finally after a lot of arguments they asked me to pay or else they will off load me from flight EK 526 bound to Hyderabad. I was forced to pay 830 AED. I had no option but to pay. This is the first time I have seen / heard that passengers were made to pay excess baggage charges for shopping at their duty free. Even the passengers like myself with nil check-in baggage was forced to pay. The irony was I was not the only passenger who faced this problem. There was this Indian lady who was traveling from Dusseldorf, Germany. Though she did not shop anything at Dubai duty free but they forced her to pay for excess baggage for her hand carry, which was may be 10 - 12 Kg including her purse which EK staff in Dusseldorf allowed her to carry. But in her transit point, Dubai, her baggage was weighed made her pay. Up on argument she was told that they call the police and offload her from EK 526. They made her cry. There was another Indian couple who were already in the Co-bus were offloaded for the same problem. Around 8 passengers, including me, who faced same problem got together and reported the issue to the EK 526 flight supervisor Mr. Aleksandar, who was kind and patient enough to listen to our problem one by one and agreed to report it to the EK customer service. We also have registered our complain with EK airport in-charge at the Hyderabad airport. We also have decided to report this issue to the Senior Vice President, Customer Affairs & Audit, EK.
I personally demand Emirates Airlines a formal apology and seek refund of 830 AED along with necessary damages for unnecessary harassment by EK staff. Once again I would like to inform you that I had nil check in baggage at my point of origin and was allowed whatever hand carry I had.

Booking/Reservation code: TPJXEB

E-Ticket Receipts: [protected]/73
[protected]/75
[protected]/77

Hi Good Afternoon,
1. My nephew and nieces flew from calgary, canada under the supervision of Airline's staff on 9th February, 2017 with AS0785 @ 2 pm to seattle, USA.

2. From Seattle, USA they took connected flight EK0230 @ 05:10 pm to Dubai, UAE under the supervision of Airline's staff.

3. On Saturday 11th, February 2017 they flew from Dubai, UAE on flight EK0624 @ 04:10 am to Lahore, Pakistan under the supervision of Airline's staff and handed over to Mr. Rana Abdul Basit save and sound..

4. Now they are flying back tomorrow (March 6th, 2017) on flight EK0623 @ 03:20 am from Lahore, Pakistan, to Dubai, UAE to take their connecting flight @ 09:25 am from Dubai, UAE to Seattle, USA. We have been trying to reconfirm their supervised journey but unfortunately we are unable to do so because both Emirates and Alaskan Airlines are trying to blame each other and refusing to take the responsibility of our children.

I am enclosing their reservation papers . Please come back to me as soon as possible.

Thanks & best regards
Adnan Wadood Rana
+[protected]
[protected]@hotmail.com

I booked a holiday for my 30th birthday for myself and my family at the cost of £4000. Today I went on Expedia to look at hotel and found it was so much cheaper at £3619.58. I then called to see if you would price match as it was a like for like quote, to then be told there was nothing they could do. I took out Axa insurance at time of booking which covers cost of cancellation, even though without it I would still be saving if I was to cancel the package with yourselves... I then asked if unable to price match was there any perks you could offer in compensation to make me keep the booking an was very disappointed/insulted to be told NO from a company apparently as reputable as emirates! The matter has understandably upset myself and partner as I'm currently on maternity leave recieving only statutory pay and to have saved £380 would have obviously been beneficial to us all, would certainatly put me off booking anything further with you in the future and would no longer recommend to anyone of interest.

I had a flight to Oman for exchange visa so when I went to register my self the supervisor came and started to tell me that my visa is expired and that am not allowed to leave the country cause I have expiring visa and idk what I was gonna miss my flight because of her she was talking in a very rude way! People like her should learn how to work and talk in a proper way, such a bad service inside airport I swear I'll never choose emirates arilines cause of this situation that happened to me, in the end of this all the manager came and checked with the emigration and he knew that everything is fine with my visa its just the girl who doesn't know anything and talking for nothing)

Name: Boban Bose
Address: Kurichiyil (H)
KurinjP.O
Ramapuram, Kottayam
Kerala state, India.
Mobile : +91 [protected]
Email Id: boban.[protected]@gmail.com
Am complainting against Emirates and Atlas global airline
My complaint: 13 February morning I came Ercan airport  for check in at airport counter, then KK1019 atlas global airline staff checked my tickets and passports, then the counter staff didn't allowed to me travel (it is a connection flight atlas to Emirates). Counter staff told me my ticket not valid but tickets was valid. And the counter staff treat me very rude. And I lost my ticket( ETKT [protected]) and money.
Next day I used another tickets for my destination and I waited in airport 24 hours.
Am very unhappy about this behaviour.

Flights date 13 February 17
Flight number KK1019, EK 0122, EK0530
Lefkosa Ercan to Cochin

While traveling to Karachi from Dubai International, I asked "Ms Lauren" for a glass of water as I was extremely thirsty.

Everytime I asked for water, I was given an excuse of her being busy with something else.

So an attendant has no time to serve one glass of water on a 2 hours flight?

Extremely Disappointed with the response of Emirates staff

Hi!
I just want to make a complaint on the staff who working on the gate10 on 17/2/17 for the shift EK 542 which going to chennai at 9.00 PM.

Subject- duty free items and staff who handles the issue.

My questions to you-
1. When emirates started charging customers for duty free items?
2. Why the informations were given in the ticket which I purchased in Dnata?
3. From when staffs who working in Emirates started saying if you want you go in the flight or you can go outside?
4. Many customer who also verbally fight with the staff on the gate. Staffs are so arrogant?
5. They charged me 350 AED and not even giving the receipt. When asked they said there is a problem you want to go in the flight or no. This is the way they are speaking to the customers. First time in my life I am seeing staff like this in emirates.
6. Last 11 years i am traveling in emirates and only on this feb and March I had purchased 7 one way tickets in emirates to travel around.
7. For me if some one taken money and not given the bill its means they are cheating the company and they are cheating the customers.
8. When we asked why we need to pay for the duty free items they don't have proper answers but they are ready to argue with the customers by saying news rule but not in the papers.
9. If you going to continue the same for sure emirates is going to lose their customers and I don't know what to say more.
10. At the moment I am India for vacation.

Thanks & Regards,
Rajesh Cassinadin
Dubai contact number - [protected]
India contact number - [protected]

I am Maroun Zeidan a skywards member 8 years now EK212895362.
I was traveling with my family to Lebanon to celebrate my name day St Maroun where we gather yearly with the family and was intending on skiing.i had an inflight accident where the duty free tray run by a crew hit my knee and injured me badly as you can see in the doctor report attached.
The crew were helpful and gave me ice to put on my injured knee and opened a medical report.
This injury prevented me from enjoying my name day celebration with the family and also forbid me from the only thing I love doing in Lebanon at winter which is skiing. And also I was obliged due to excessive pain to reschedule my return ticket to Dubai from the 13th of Feb till the 14th of Feb.
My ticket number was IZPWR6 EK953 departing from Dubai on Wednesday the 8th of Feb at 15.10 along with my family that had the ticket number LCBYWN.
I am writing to you to explain what happened and to ask you to compensate me on the physical and moral damages occurred along to the loss occurred from not showing up to work on the 14th of Feb.

Dear Sir Madam

As an Emirates customer and skywards for the last 8 years, I only prefer to travel with Emirates Airline. However, recently i am not happy with the service and approach by staff that I have received. there was a promotion on tickets on Qatar national day 14/02/17 and as the office was not open it did make it difficult to purchase the ticket. I went to the office the next day 15/02/17 and was abruptly told that they cannot accommodate me on my preferred dates which was .13/07/2017 - 8/09/17 from Doha -Durban and back and this was to purchase the three return adult tickets at the promotional price of Q8295. I was given an extremely high quote from your Qatar office despite seeing something cheaper on your website. I do believe the manner that I was treated in was cold, abrupt and not at all welcoming. My family have continued to travel with Emirates for many years but I must admit that this type of customer service was appalling. Im sitting with all these accumulated points and still cannot get any help. How can a ticket have an additional 600 riyals added on in 2 hours. the more I told them that this is not correct, the more I was ignored. I hope that this could be resolved as I wouldn't want to walk away from Emirates who offer exceptional on-board service. I do hope that you can assist me in obtaining those seats on those dates and hopefully there could possibly a warmer atmosphere when dealing with the public at your office.

Your assistance in assisting with the above situation would be greatly appreciated.
Kind Regards
Renee

The incident happened last 14/01/2017 on my way from Dubai to Istanbul Atatourk. I initially had 3 luggages from Dubai. When I arrived in Istanbul, I didn't receive any of my luggages. Instead, I got one of my luggage after 3 days(17/01/17) and the other 2 after 4 days ( 19/01/17). I was supposed to travel back to Dubai on 20/01/17. The flight number was EK 121.

It was freezing cold and I didn't have any clothes that can warm me up. Most of my necessities were inside the luggage, so I was forced to buy new winter clothes at the airport. It was very costly but I didn't have any choice because of this incident. I was really disappointed knowing that the ticket was expensive but this thing happened. This was the first time I traveled with Emirates Arlines and maybe it will be the last because of this issue.

I would like to have a refund of my expenses brought by this incident.

I went to emirates office at cairo airport at 6pm and my flight was at 6:55 pm to ask to allow me to get on board because I have a very important meeting to attend and bring the bags at anytime latter, but he did not accept. Then I found that the flight was 19 minutes late so I was able to catch this flight. I'm not satisfied with the service I received.

To whom It may concern

I am writing this e mail to engage with Emirates for my most recent travels from Cape Town to Dubai and thereafter from Dubai to Bangkok. on the 31st December, 2016. It was very disappointing to see how Emirates treated their passengers in the event of fog in Dubai.

My flight from Cape Town (EK779) was supposed to leave at 8pm on 31st December, 2016 and was delayed by 2 hours at Cape Town International Airport due to fog in Dubai. We were due to have a 2 hour stop in Dubai and the fly on to Bangkok. The ground staff in Cape Town told us that we were not to worry as they would either hold our plane in Dubai back or else put us on the next flight. We arrived in Dubai at 9am and were told to go immediately to the boarding gate and that they would let us on to our flight At the boarding gate we were sent to the back of the queue and told that there were other people waiting to catch various other flights. The ground staff were very rude and treated us as though we were a commodity and not a human being. We were not on the next flight and were told that they were only able to get us to Bangkok on the 4th January, 2017 at which date we were then due to fly to Phuket on Air Asia which we had already paid for. Thy said there were no hotel rooms available and that we would jus have to hang around and wait and keep checking with them which we did until 10 pm that night. I might add here that we had a 3 year old child with us At 10 they sent us to the business lounge and at 12 O clock I asked for a blanket for my granddaughter as it was freezing and then they said they would take us to a hotel for the night
The following morning they still said we would have to wait until the 4th so I asked whether they could get us to Phuket which they di. We were forced to forfeit 3 days in Bangkok where I was meeting my son and his wife and our hotel had already been booked in Bangkok and we had t put an extra two nights in Bangkok

Treatment like this is not acceptable. I am contactable at [protected]@yahoo.com and wait to hear from you

Sincerely

Beryl Cheerin