Emirates
Reviews and Complaints

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

I made my reservations is business class whem I came to the airport for check in I wait in business class line it was so long I ask the counter representative he said you should stay on the line I Waite the I see many people cross the line then they checked them in after half hour I went to the supervisor and I ask whey they cross the line he tell me they are business class I tell him also I am with no care he tell me ok
I feel so sad

Travelling Buffalo-JFK-DUB-DEL. on 9/4/15

Was nicely checkin by jetblue at Buf, luggage checked in all the way to Del well as a carryon, and all boarding cards. JetBlue is very strict with carryon/luggage, but had no problem.

At JFK a most peculiar thing happened, I was told the jetblue boarding cards don't work on their scanners and get 'emirates' ones. Promptly did that and now was told that carryon is overweight, pay $50. I refused saying jetblue had no problem. He said ok, take half out and gave me a bag. I did as told. Then he did the most peculiar thing, ' I will check this bag(carryon) in free of cost.' Now why did he make me take stuff out- to carry it all the way to Del?!

On complaining he says it is TSA rule. TSA flatly denied it. Coming back to emirates there was this Supervisor guy and a lady seated next to him. (it was them who said go to TSA). and now they flatly refused saying goto TSA and said I am making big deal out of it.

I showed them the unwieldy bag I had to carry all the way to DEL.

He said go and complain about it.

I said I will not complain but just wanted to say both of you lied to me!

What liars!

I am now lodging a formal complaint.

It has been over one month since I contacted the emirates customer service team on [protected]@emirates.com requesting a copy of their customer complaints procedure and the name of their regulatory body before proceeding with a formal complaint. I also requested that the matter be dealt with by a manager.

Customer service representatives sherlin libanan and swinnie buchere have responded numerous times now asking for the same information I gave in my initial enquiry. It is also worth noting that they are not managers and have failed to provide me with the documentation requested. I am incredibly disappointed with the level of customer service I have received and simply wish to escalate this to a manger.

I visit regularly with Emirates and last year one of the stewards dropped tea on my jacket and instead of apologising she was blaming me that I was not careful. I reported Captain but there was not any apology.

This year I travelled with EK583 flight on 15 July 2015 one of the flight attendant dropped hot towel before I hold that and it went on the floor. The attendant did not provide another hot towel and did not apologise for the incident. I had reported to Captain but the Captain was dismissive.

Similarly I had asked for water but received about half an hour later.

I found the service appalling and poor knowledge of customer service.

I booked 2 two-way tickets (Dubai-> Chicago-> Dubai) for my parents. I changed the return date of the tickets and the departure place; for unexpected circumstances, I have paid the extra charge accordingly. I would like to state that my parents are very old people in need of special services such as the wheel chair service which I have requested for the 2 of them. Unfortunately they were denied boarding at the new date (18th of August) for one day which has caused disturbances for my family in Dubai and for my brother who lives in America. It is needless to say that my old parents were the most affected by this. The above was not expected from a respected company and airline such as Emirates. This complaint is for your information, record and further action.

Flight numbers: 176 [protected], 176 [protected]

booking reference: KIVQFF
Passenger names: Amira Aldwai, and Mamdouh Ghanem

regards,
Hayam

On checking my records, I have been flying Emirates for the past 20 years & was very disappointed in the service of the Flight Attendants & the food served.

Reason why I am putting in this complaint was merely that the flight was 25% full & upset with the service. The lunch meal was placed on my tray, without a lid on the salad which was dry. The food was ice cold of which I refused to eat.I called a Flight attendant & told her my complaint, she insists there is nothing wrong, about 30 min later another attendant approached me & asked what the problem was, told her the same thing, also was cool & calm about it. After I complained they all seem to ignore me, if when passing with drinks, skipped me & carried on. Also, Emirates needs to do something about the light meal before landing, the roll is almost frozen cold, would be a pleasure to eat if it was maybe defrosted longer or heated. Also, Emirates need to change their menu for years it seems to be the same. Many thanks, Shamim

I was returning from Birmingham to Singapore via Dubai on EK 404 and EK 038. After waiting for one hour in Singapore one airport officer show up with a notice of the name of the passengers whose luggage have been missing in Dubai connecting flight. The airport luggage lost report section assured me that I will be receiving my luggage by next working day. I am still waiting and surprised with their poor service. I have a flight tomorrow and if my luggage is not delivered before that I will file a case against this poor service of emirates. Sharif mahtab dean. Email [protected]@gmail.com

I am appalled beyond belief by the lack of information provided by emirates check in staff in madrid and the incompetence of their dubai transfer desk staff. I have been humiliated and treated like a criminal for being in possession of an e - cigarette in my carry on luggage. Apparently the rules for personal possession allowed in dubai has changed since the 1 st of july and I started my trip on 22 june. Emirates made no mention of this at all. Neither the mobile app or the website mentions this change. All my e - cigarette equipment worth in excess of $ 500 has been confiscated by dubai airport staff. I spend hours during my transfer time between the mad - dbx and my connecting flight dbx - per at the airport talking to police, customs and emirates ground staff to find an amicable solution to this appalling disrespect of peoples personal belongings. Customs blamed police, police blamed emirates and nobody took any responsibility or sensible action. Although it is beyond my comprehension that e - cigarettes, containing on toxic chemicals or producing smoke harmful to others are banned at dubai airport while real tobacco products are actively promoted for duty free purchase and smoking areas are common throughout the terminal, I do respect the law of the country I am in. My suggestion to all parties involved was therefore to keep all of my e - cigarettes equipment concealed by emirates staff during my transit time and then handed back to my on departure. Emirates ground staff took no responsibility or indeed offered any assistance at all although it would have been their duty to inform me about this change in law. I am deeply disgusted by the way I was treated and robbed of my expensive personal belongings. I have been a loyal customer for over 10 years and will now go elsewhere. Nobody should be humiliated like that and people should know what to expect from this airline.

Dear customer affairs team,

I would like to explain about my flight with emirates which was very low class services and rude staff. My flight was from doha to manchester return same. Stope in dubai for one night. Next flight dubai to manchester ek17. So in the airport the counter staff he said that my visa evw is must full name. I don't know about that but acceptable if it by the rules of uk boarder and I asked to speak with manager duty to confirm that she said yes this right she was unfriendly unhelpful very rude unfortunately without show me what I have to do. As i'm passenger in foreign country in late time. At least they must guid me how my flight can be change. Her name (Sagarkea).
Then when go back to the counter to collect my suitcase one of the emirates staff counter issued for me the boarding pass for the same flight, but again they stop me at the gate. I was really surprised about the system. Again no one help my plan destroyed because of the emirates staff system. I rebook my flight and I make my visa as they required no one was help everyone try to be unhelpful very strange from one of the best airline.

In addition for my return I stop in dubai for 2 days. And the guy in the counter told me no problem. Just call when u arrive dubai to change the flight from 25 to 27 and it will be fine. As my luggage off to dubai. Again when I call and for 30 minutes waiting in the phone. They told me you have to pay pelanty 390aed which is 100 plus your chance. And my ticket eco flex. I went to emirates office again they told me you have to go to the main office for this change. It was my holiday in relaxed coz of fly emirates unfortunately. Then I booked with qatarairways to avoid any problem with emirates.
Just to explain i'm traveling with emirates such 2006 and member [protected]. I'm paying a money to travel and relax. To face these kind of staff and system which are very rude. Please we are traveller and we pay money to have good service. With friendly staff helpful. Not what I saw. Even my cousin from dubai was with me in this scenario in counter. What I can say big x I hope and wish will not use fly emirates again. Kindly enhance your staff skills and services and system.

Boarding pass attached
Qatar airways teckit attached

Best regards,
[protected]@hotmail. Con

The worst case of customer service by emirate airlines: denying wheel chair to a couple aged 70 plus
The worst experience of customer service has been faced by my parents travelling by emirates flight (Ek 501) to dubai thereafter continued journey following change of aircraft at dubai (Ek 229) to seattle from mumbai on 17th june 2015.
While air travel is always stressful for anyone―the long wait, the security hasles etc. The process can be even more grueling for people with disabilities.
My parents mr jayantilal gangar & mrs. Chanchalben gangar arrived mumbai t2 terminal on 17th june 2015 to board emirate carrier ek 501. The request for special asistance was made at the time of booking the tickets very well in advance. After a long wait of 40 minutes this couple aged 70yrs plus were obliged with a wheel chair by the airlines.
The agony is not yet over. During the change over for the aircraft at dubai & deplaning at seattle airport the airlines flatly refused to provide wheel chairs to this couple & said that they had not received any such request while booking!
The senior citizens slowly made their way out of the airport and almost dropped when they reached the exit.
The airlines has failed miserably to provide care to the senior citizens.
The airline now stands to explain this act of in humane behavior towards senior citizens and also stands penalized for violating the law!

I travelled back to London from Dubai last week with Emirates airline, I am appalled and highly disappointed with the service I recieved! Or should I say lack of..I found the cabin crew to be rude and fed up, with no patience and harsh tone of voice, a few times cabin crew members were passing hot water and trays over the top of my head and holding conversations in the aisles with the trolley delaying me from using the toilet, 1 member in particular kept dropping things such as a tray of juice and water and other items, me and my friend asked for a drink and it seemed to be a bother, 20 minutes later still no drink and I had to ask someone else, a friend of mine sitting in front of me had a sticker on her chair to get woken up when the meal is ready but they failed to do so, overall my perception of Emirates airline has really gone down hill especially as this was my 1st time flying with them

Traveled home from Dubai on the 2nd June 2015 on flight no EK 0019 380 airbus business class during the flight one of the attendants spent some time standing in my seating isle talking to one of the footballers that was on our flight when I got home and thought about the situation I've payed for that seat so I could have a bit of privacy would it of happened if I'd payed first class I don't think so the final straw was when we got to manchester and reclaimed our baggage which was one of the last to reclaim my bag was dripping wet and it looked like some thing had been pored on my case also it was marked and bashed it hadn't been raining so that can't be the cause I would of expected better care of my luggage considering how emirates pride themselves on there standards and airways yes you do get the royal treatment travelling out of manchester until you return back to manchester then it's a free for all at baggage reclaim shouldn't there be a separate section for business and first class passengers I'm not being a snob but the prices you pay for these tickets you should get better treated I've enclosed photos of my case so you can have a look and make you aware of my situation and hope it will help in making the airline take notice of what's going on as it reflects badly on yourself tried to speak to someone at the airport but wasn't anyone to complain too hence this email kind regards A Donnell Ps and it might be petty but didn't get offered any chocolates on flight that's the second time know

Dear sir / madam,

This is with reference to my recent travel through emirates from karachi-dubai-milan.

I traveled from khi-dxb through ek-603 on may 19, 2015 and I took ek-101 on may 20, 2015 for milan.

Unfortunately, upon the arrival at milan airport I found that my luggage lock was broken by force (May be to check what is inside the bag). It was really a bad thing because somebody could have asked me to open it instead of breaking the zip lock because now my luggage bag is useless.

When I travel through emirates I believe that my luggage and other belengings are in the safe hands and i'll get it back in the same condition. It really pissed me off at the milan airport to see the broken lock of my luggage bag. I bought a new brand american tourister bag for this travel and somebody ruined it.

Since, I am traveling through emirates airline, so I believe it is your responsibility to ensure the safety of my luggage bag and you must compensate this loss. I am still in milan for couple of more days and going back to pakistan on may 23, 2015.

I hope you'll take necessary action in this regard to compensate my physical loss and the emotional shock.

Flew with Emirates from Manchester to Singapore via Dubai and unfortunately we were delayed by 3 hours and subsequently missed our connected flight. The customer service received when arriving at Dubai was extremely poor and all passengers were required to queue for over an hour to acquire information as to how t o complete their journey. Bearing in mind this was at 3.10am, passengers were then required to queue for another 30 mins on a different floor for a food voucher which barely paid for a hot drink. There were no seats available and all in all, we had another 6 hours of misery whilst awaiting the next plane to Singapore. In addition, staff on the flights, both ways, were on the whole, rude and extremely unhelpful. Compared to the 10 flights we subsequently experienced travelling from Singapore to Cambodia and through Vietnam, Emirates were bottom of our list. We met with only perfect service, bright smiles and enthusiastic crews. What has made it worse is the fact that despite contacting them on numerous occasions, I am yet to receive an acceptable response - I received just one email which advised me they would give me some airmiles if I would like to open an account! I have even emailed the CEO in desperation but my communication remains unacknowledged. Shameful service Emirates. You were an extremely large black blot on our otherwise amazing 'once in a lifetime' holiday. At the age of nearly 60 years, you are the first airline I have ever felt compelled to publicly highlight your total inadequacy.

My name is madam lok lin tai. I traveled to christchurch from sydney through emirates flight no ek 418 on 08th april 2015. My luggage had cracked/damaged when I arrived in christchurch, new zealand and submitted my complain to airport's staff. My complain no is check11512/08apr2015/0445gmt.
Because of rushing time I am not claimed at spot and could't found/purchase luggage to replace until I am back to sydney airport on 18/04/2015. Purchase invoice r282770001 as amounting aud$314.30 from rolling luggage. I am back to kuala lumpur malaysia on 19/04/2015.
Just want to check how I am going to make a claim in malaysia?
My contact hand phone [protected] or email address [protected]@yahoo.com.
Please reply as soon as possible.

Thank you.

I was a first class passenger on emirates from cape town to washington dc, with an overnight layover in dubai. Many valuable things were stolen from my luggage and I have no resolve after dealing with this for more than a month. The problem is that I have few receipts for the items as I had had them for decades. And it goes beyond the value-it is the principle of it all. I was stolen from and they don't seem to care! I have asked to meet with their security people in dubai, and they don't even acknowledge that request.

Hi to who my concern my name is nesredin I flue on emirates airlines from houston to addis ababa on 01/01/15 returning on 02/15/15 purchase ticket with include hotel reservation on both way but I had to change my returning ticket in addis ababa at emirates office for reason in addis they forgot to make my hotel room reservation when I got to dubai I had to suffer b/c I can't have room so I had to buy my owen hotel room, dining & breakfast so west my many and time it was bad exsprience so be kind to re embursed my exspences tnx in advance to continue business with you abrisate. The exspences was $175:00 dollar tnx.

I recently travelled through dubai international airport as I had a connecting flight. I am a sikh woman who wears a turban and was appalled at how I was treated when passing through security. I have never had any issues in any other airport. The woman that checked me asked why I wore a turban and told me I needed to remove it if I wanted to proceed. I have to say I have never felt such an abuse of my human rights and disrespect to my religion. I passed through security in the uk where they will wave a metal detector wand over my turban with no issues. I have visited multile countries and have never been subjected to such requests. I completely understand the security requirements and am a law abiding citizen.In uae women wear full headdress as part if their religion I am sure they are not asked to remove this to pass through security. The women are also very rude and aggressive. I felt the need to complain as in the future I will plan my journeys to avoid dubai international airport if this is the treatment I would receive. I also want to ensure that no other sikh woman has to be subjected to this discrimination. Your staff need training in diversity and how to treat others with respect