Emirates
Reviews and Complaints

Dear sirs

Shobha morarji emirates skywards: gold [protected]
Shaukatali khan emirates skywards: gold [protected]
Date of travel: november 21, 2014 ek 720 nairobi to dubai

We have travelled the world over in emirates and we are quite aware that emirates send some of the “oldest” aircrafts to our country kenya. However, this time it was the “pitts” as the aircraft was one of the lousiest we have ever flown with emirates.

We had chosen seats 10j and 10k. However, just before boarding, our seats were changed to 6j and 6k with explanation that our seats had some issues and therefore we needed to move to other seats. On being seated, we realized that 6j and 6k were bassinet seats and had the “most obsolete” tv screens - 8 inches, when the rest of the seats had 20inch viewing screens.

Obviously these seats had been removed from one of their “written - off” aircrafts and fitted here –thinking kenyans do not have any class and would not mind “sub - standard” hospitality despite paying quoted fares in business class.

After a lot of arguments and insistence, we were moved to seats 12j and 12k –again only to realize that seat 12k would not recline at all. I therefore had to sit all “cramped up” as one would sit in the economy class emirates despite having paid “four times” the economy class fare.

I would like to bring to your attention that when we pay business class we expect business class service but the service we were given was that of worse than economy class.

Again food served was lousy and totally below standard. My husband could not eat anything because of this and was left hungry.

We must say that we are totally disappointed at the kind of service and aircrafts emirates provide for flights between nairobi and dubai.

Due to this sub - standard and extremely poor service that we received during this sector, we are demanding to be compensated as we did not receive the service that we had paid for. We have paid for business class – however we did not receive the business class service and all we are asking for is to be refunded for the sector nairobi –dubai which we both travelled. Emirates have denied to refund us our rightful dues.
Needless to mention the inconvenience we suffered during this route.

I would also like to point out at this juncture that ours were not the only seats having this problem on this flight. Our neighbours also had issues with their tv screens.

Disgusted.

Shobha morarji

My plane (Flight # fz 232) was delayed several times on feb 21, 2015 and finally cancelled. They scheduled the flight next day and same thing happened... Delayed several times and nobody bother to explain what happened. People were hungry and confused about what is going on. This is a horrible airlines experience anybody will have. Nobody should fly emirates airlines... Never. They should refund plus more to all the passengers for all the suffering they went through.

I am a frequent flier on Emirates Airlines. I have made several trips from the US to Dubai, from Dubai to India and back to the States. On January 31st, 2015 I flew from Dubai to Mumbai on EK 506, with my howling infant. When I boarded the flight, I had my hands full with 2 carry ons, duty free bags and my child. Seeing my crying child and trouble finding an over head bin for my bags, the stewardess took one of my carry on bags and clearly told me that I would receive it on the baggage carousel in Mumbai. I gave her my bag and settled for a 2 1/2 hour flight. The stewardess did not give me a tag for the bag. On reaching Mumbai baggage carousel my bag was no where to be found. I have been calling and emailing Emirates airlines everyday since Feb 1st 2015 for any sort of response.

In the past on 2 occasions Emirates has lost my checked in baggage only to have them delivered to my residence in Dubai 2 days later. So this time around I decided to pack all my electronics and essentials for a week in my carry on, which they have lost. In addition, since I was traveling to India to start up a business, I was carrying cash that I distributed between my handbags and the lost bag has a considerable amount of cash!

Firstly: Emirates has been very unresponsive.
Second: Each time I call, Mumbai staff is waiting for a response from Dubai.
Third: They have gone ahead and decided that the bag cannot be found, but they have not informed me of this decision till I call them!

In a phone conversation with their staff at the Mumbai airport on February 11th, 2015, the staff member tells me that since Dubai has no idea where my bag is and since the value of good in the bag is so high they do not know how to proceed with compensation. They also mentioned that Dubai is not sure if they can compensate me for my loss!

I can deal with a stewardess or two that have been impatient and rude on occasion. I can also deal with a checked in baggage being sent back to me 2 days later, but loosing my hand bag with all my valuables...this has gone too far. I wonder if I can sue Emirates Airlines for the mental agony and distress their irresponsibility has put me through.

I have complaint about lost property iphone 6 (gold color, 16 gb, cover of the phone gold color with small white line front and back) inside the flight emirates airlines ek 123 on 23 of january 2015 from dubai to istanbul. When we arrived I move from my seat out of the aircraft and I found that I forgot my mobile on the seat and I was back immediately in two minutes and I didnt found. I asked the cabin crew to check seats and even after cleaning the aircraft they said that nothing found so it is mean stolen. On my way back from istanbul to dubai on 3 of february I visit office lost and found in dubai (And in turkey as well) but they just apologize. I sent a lot of emails there and here to emirates airlines team just to double check inside and between the seats (35a and 35b zone d) but again and again I face the same reply. Even inside the aircraft available cameras and it is easy to check how and who stole the phone but no one take any action. One week already I trying to contact the team but without result and everyone knows that emirates airlines the best, safety and strong airlines in the world and they care about their passengers and their valuable things. I hope that after this complaint you will find the right action to help me.

Regards,
Olga loghinova,
[protected]@live.com
+[protected]

Dear team,

We have booked two tickets online (Booking ref no: ladggw) for my parents from my credit card. Unfortunately, my father is unwell (Knee injured) and not able to travel therefore, we would like to cancel the booking and want refund. When I enquired with your call center people they said it's non-refundable. While booking I didn't get any alert message these tickets are non-refundable etc. But, the officer said it was there under fare rules and conditions. I didn't go throw that because I thought time lapse and need to select all the options again. If it's not refundable then I need your support to change the tickets in my name and my husband name maybe we can travel during aug-sept if not please try to refund our money to the same credit card at the earliest.

Also I would recommend if fares are non-refundable while we submit / confirm to pay, your system should prompt / can alert people before booking tickets - fares are non-refundable (As a popup message).

We are frequent traveler with emirates airlines and i'm working for a reputed local bank in dubai in hr department. We also have strict policies and procedures and at the same time we do handle lot of exceptions if we really want to support them.

Hope you will do the needful and expecting your favorable and professional response from emirates airlines.
Thanks & regards
Vijayalakshmi

Am not happy with emirates servis, I traveld on 18 jan from london to wellighton nz, I only got this flight because it was good time 27 hours to nz, but because of your delays it took me 40 hours, an less this get resoved I would not use emirates again, was in dubi wear it rained so we was 2 hour delaide so when I got to sydny we miss our constion flight to wlg, had to waite over 8 hours in syd, and all I was given was a 20 doller voucher, I want emirates to pay for my hotel for one nt and cost of my cab to hotel in nz, as if I got nz on time I would of got a shuttle but because we did not touch down to gone 11pm I had to get cab, also I was meet to be cheeking in to my hotel 4pm that day, but did not get to my hotel to 11, 45pm so paid for a hole day for 15 mins, I under stand delays happeing thats not my fort, mr darren hurt email, [protected]@aol.com

Sky awards members. My husband and I travelled (Multi-destinations) by emirates, as we have done many times before and had booked our seats on all laps at the time of purchase. All our seatings were respected except the last lap of the journey dubai-copenhagen on 8th january 2015. We had reserved seats in row 15 but the lady at the check-in counter changed it to row 38 (The first row where normally passengers with infants are placed due to the infant carrier possibilities. Our protests were not heeded and she tried to explain that reservations made at purchase are not respected by emirates. This we have never experienced before. Our travel period was 08-12-2014 to 08-01-2015.
Food: in the flight which lasted 6.5 hours 2 meals were served and both meals were served almost after each other with only 1 hour interval between the meals. When the 2nd meal was finished and trays removed there was still 2 hours to destination. Why this rush?
I have elected to complain to the emirates internal complaints department, instead of open consumer/flyer complaints links, in the hope that I would receive a relevant reply from emirates to [protected]@gmail.com.

On december 8 ek241 flight from dubai to toronto was delayed at dubai airport for over 8 hours but emirates ground staff stranded and abandoned all canadian passengers including of sick women, children and senior citizens. First they told us that there is a technical fault wait for 2 hours in the same area then after 2 hours it was told to wait for another 3 hours, when passengers asked to provide wifi or calling cards to arrange next travel arrangements they refused even did not provided food voucher. At that point we strongly protested then there comes their manager who rudely distributed food voucher after 4 hours. We asked what about the proper lounge to rest they said they all paid services including of calling card and wifi we cannot do anything else and left and after sufferings and agony plus loss of next travel arrangements we got no help from emirates at all. They treated canadians as prisioners and keep searching again and again but did nothing for providing proper lounge to rest, calling card or wifi to schedule travel plan changes from yyz and care for seniors and children.

My husband and I have flown with Emirates twice now and each time we have an issue with our bags. First time our bags were broken into and recently (landed from JFK last night) my one bag is damaged and the other missing!

Whilst Emirates is a good airline in terms of flight attendants and experience, your service levels regarding passenger baggage is terrible! As a passenger I do not care about the food and entertainment options (that's a nice to have) my first and only concern is my family's safety and personal belongings.

Each time Emirates has disappointed us. I still do not have any feedback regarding my missing bag and cannot express how disappoint I am for the second time around.

My husband and I were travelling from dubai to gangzhou on flight no ek 362. We were seated on the middle aisle and the one next to the aisle. The seat next to me was occupied by a rather huge lady in size, this made me very uncomfortable because of her size she was half on my seat. Your air hostess did not seem a bit concern about the situation. I will be travelling back to south africa on the 12 january 2015 on flight ek 763.

I hope my complaint is taken into consideration and we are made comfortable on our flight back.

Thanking you

Regards

Mrs baba

I had a very bad experience I was invited several times to emirates cabin crew event in cairo today I had the chance to go and attend this huge event although I have submitted my picture with my resume wearing hijab I was invited several times by the recruitment manager. I made a lot of researches and nothing on your website or even in the invitation sent by the recruitment manager said that it is forbidden to recruit females wearing hijab also I saw your hijab uniform for that. I went today and the recruiters kept us waiting for 3 hours without also saying anything about the hijab restriction.
This was really time and effort consuming, emirates is an international company which treats its customers and even employees much better that, what happened today was really disappointing so please make your restrictions much more clear to save the applicants time and effort.

i booked a flight on Emirates to fly from South Africa to Australia on 14th December 2014. The main reason i booked on this airline is because i got told they have a on board nanny to help me when i fly with my 13 month old baby. This was not the case. On the first leg of my traveling, flight EK 768 i got the worst treatment ever! My baby was very difficult and no help was offered at all. When i asked for the bassinet that i booked the flight attendant was extremely rude and obdurate. I was told he is to big and i can not put him in there. My baby was within the weight restriction but as far as they were concerned he was to tall. I had to sit with a screaming baby on my lap for 8 hours. This was really hard and embarrassing as the gentlemen next to me was clearly very uncomfortable and annoyed with the situation . I'm still in Australia and i am dreading the trip back. This will be the last flight ever on Emirates and i will defiantly not recommend this to anybody!

Anxiously awaiting your prompted response

I recently flew from London to Paraburdoo Australia on a fully paid first class ticket. The Dubai - Perth leg was with Emirates. Given what I have heard I was expecting a wonderful experience with Emirates, however while the flight itself & the cabin crew were lovely, my whole experience on the ground and afterwards was extremely disappointing, from the indifference of the staff at the lounge, to the appalling attitude and lack of responsiveness from the customer service. My bags were delayed by 3 days and 2 months later i still have not received payment for my expenses from Emirates. In order to get any monies at all, my only option seems to be to sign a waiver which states I am fully satisfied with the settlement and that I have not been compelled to sign the release, neither of which is not true. Even though I have told them this, they closed the file without advising me and ignored my emails for the past 4 weeks, so ultimately forcing my hand to sign a release so i can get the monies I spent 2 months ago back
Given all the hype they create I think they fall very far short and really need to address their customer service. I personally will not travel with them again unless there are no other options.

Below is the email correspondence between myself and emirates regarding false airfare displayed on the emirates airlines website. After a couple of emails, they have stopped communication with me. I have since contacted them again, with no response. I filed another complaint via the emirates website with no response from them. Clearly they are avoiding discussing this matter. I have made use of emirates for the past 10 years and always book the same way, but this was different! This is unacceptable!

1) I am attempting to make an online booking and pay for my fare, but the price displayed on under "special offers" - 'featured fares" does not correspond with the fare displayed when making the booking. The price is almost 50% more once you continue with the booking. Kindly look into fixing this issue in order for me to continue making my reservation and payment. Thank you!

2) thank you for contacting emirates.

Please be advised that all fares and flights are subject to availability. It is possible that for the dates you are selecting, the seats with the special fare are sold out.
If you are flexible with your travel dates, we suggest that you amend your travel plans and use the search by flexible dates option at the time of searching for fares online.

Sincerely,

Fateh
Customer sales and service representative
Emirates airline

3) thank you for your reply.

I have searched using the flexible date option, with no change in the results. Surely if the website displays a fare when booking before a certain date and then flying between the emirates specified dates, the fare on offer should be available, am I right? Otherwise what is the point of offering the fare if your clients are unable to obtain the fare on offer?

I have now also tried various dates outside of the emirates "blackout" dates, and I am still unable to book and purchase the ticket at the price displayed on your website. As emirates is my preferred airline for travel, I book online with emirates each year and have never encountered this issue.

Please advise on how to proceed in order for me to book and purchase my ticket at the price specified on the emirates website.

I look forward to your reply.

Kind regards,

4) thank you for contacting emirates.
There are a number of reasons why the special fare may not be available for the dates you are searching.
Not all seats in economy are sold at the same price, seats are split into categories (Although all of the seats in economy are physically similar) according to the ticket validity required, destination, type of ticket purchased etc. There are a limited number of seats available in each category, and especially for special fares. Naturally, the cheapest category seats tend to be sold first, and the price will increase into the next category as the number of seats sold goes up. At the time of booking, you are quoted a fare based on the availability at that particular moment.
Our booking system works in "real time" with emirates offices, travel agents and of course customers all making, changing or cancelling bookings.
It might have been the case that the dates you are searching for the special fare seats are booked up.
Kindly note that this is the very nature of the way airline reservations systems work and we have little control over these fluctuations in availability.
We regret that we are only able to offer you the applicable current fare. The fare paid at the time of booking is guaranteed only once tickets have been issued.
Sincerely,

Fateh
Customer sales and service representative
Emirates airline

5) dear,

Thank you for your reply and detailed explanation.

I understand what you trying to convey, but still do not agree with you unfortunately.

It is quite simple. As a loyal customer of emirates I would like to receive the fare as displayed on the emirates website. For your convenience and reference, I have included a screenshot of the special fare, and as I select to continue with the reservation, I am presented with a different, much higher fare.

Below is the fare emirates is offering me, the customer. Please carefully note the fare, the & ldquo;book by” section and the & ldquo;depart between” section. I select the & ldquo;start booking” button to continue with making a reservation and purchasing a ticket at the fare displayed.
I am then presented (Below) with the following options to choose from, which is no way related to the fare emirates is providing above. I have read through the fare conditions, and it does not mention any of the details you informed me of.
What I can not understand is why what is offered is not available. This type of false advertising is unacceptable and should not be tolerated, it is misleading and false. I understand that it is not your fault, but I have been a loyal emirates customer for almost 10 years, to the point where I only fly with emirates. So I am not interested in a copied or automated response from a manual or textbook that is aimed at producing no end result. I am real person who have built a relationship with emirates and if emirates is unable to follow through with what they & ldquo;promise” their clients, then I am deeply disappointed in the integrity this company. It’s quite simple, you can not offer what you say, then remove it from your website instead of providing long, complicated explanations and reasons on why you can’t keep your word.

I look forward to your next response.

Kind regards,

6) thank you for your email. As this is no longer a valid email address, we are unable to process your request.

Please re-submit your query by logging on to www.Emirates.com & select & lsquo;contact us’ & choose from the list of categories.

Your query will be forwarded to our customer service staff who will respond to your query as quickly as possible.

Thank you

Yours sincerely,
Emirates customer services

A very disappointing experience ! - After booking flight for 4 of us from Auckland to India with a transit in Dubai I realized that my sons middle name was not included, rang Emirates customer service immediately within 5-10 minutes of ticket confirmation email, the lady advised names cannot be edited and instructed to cancel just one ticket for which the name change is required and re book, ; rang them back immediately after doing so, the new person who answered was so rude and transferred the call to another person on amendment team who advised there are no tickets available on the day 20th Dec for flight from Dubai to Cok (India), I requested if its possible to cancel the second flight for all of us as it would be impossible for my son to travel alone which he said is not allowed. I am now left with only one option which is to cancel all the bookings. This person seemed to be very much enjoying the entire conversation and was at times giggling at my desperation. I went ahead and cancelled all the tickets, After I hung up just searched out of curiosity with the same dates as my previous tickets and astonishingly there are tickets available on the same day the 16th Of Dec from Akl to Dubai and 20th Dec from Dubai to COK. I have now again booked the tickets on the same flight which I booked and cancelled earlier and now paying an extra 700 Odd Dollars. and more over wait for 3 weeks for my refund of $8000.00.. Its a pity they claim to have International Standards !

When I was checking in my luggage at the karachi airport with my husband, taking a connecting flight through dbx, and landing in jfk in new york (Ek605 / 300ct / ek201 / 300ct), all 4 of my bags weighed within the weight limit, 23 kgs. There was no over baggage. My carry-ons and handbags were perfect as well. The agent put the tags on my luggage, and while I was at the airport, I shopped for souvenirs. I thought that I was allowed to carry all my shopping products with me. I was going to enter the walkway to the plane, but was stopped by emirates employees. They were forcing me to pay for over baggage, but they didn't have any scale to weigh my baggage. I told them, "when I was checking in my luggage, you didn't say anything about the over weight of my hand bags or carry-ons. If you wont allow me any of my luggage, I can return the stuff to my family. What's the reason for stopping me now?" he said that it was mandatory to pay him, or he would unload my luggage from the plane. I was harassed, and I told him everything I bought from the airport would be thrown out so that I could avoid this problem. He said that I wasn't allowed to throw away anything, and I would have to pay for the over-baggage. They charged me usd 176.00. I couldn't miss the flight because my husband had to go back to work immediately. After we payed him, he forced me to put all my gifts and other assorted items into the hand-carry, gave me a baggage number, and, on top of all that, I did not receive that bag in the airport, jfk. It was lost, and the employees said that they were making their best effort to find it. I made a complaint at the airport.in short, my question is; is it reasonable to harass the passengers from entering the plane to pay trumped up charges for over baggage? Is that the right place? Or when your checking in?

My daughter and I were on Emirates flight EK2 from London to Dubai on 9/10/2014, it was delayed out of London so we missed our connecting flight to Sydney. The communication on arrival to a Dubai airport was very poor. A group of us were called aside and asked to wait, hour later no action or communication, sent away till 6am, given food voucher and told to return at 6am to transfer desk H expecting to return to flights rearranged but no we arrived to more queue 's of people, when asked about our flights no one knew anything about them. By now 10 of us had got together as in the same situation, after plenty of assisting we be sorted a gentleman eventually said he would by 9am we were given forwarding flights but my daughter and I had to stay till Saturday evening an extra 36 hours. The hotel was satisfactory. I could not understand the absolute chaos at the airport, surely this was not the first time, there had been a missed connection. There was no communication. The next issue was our ticket, when we came to check in it took one hour, as problem with ticket, we had originally had a Qantas ticket, so much for the Alliance / partnership ? Then the next issue was I was initially denied access to the Business lounge even though a gold member with Qantas. I was told that it was because on the boarding pass it had Emirates skyward no that did not qualify us to use the lounge but I had gold status for Qantas . Yet again where is this partnership? I also asked to be upgraded for all the inconvenience caused but this did not happen as told all overbooked. I am hoping that I will be compensated for this awful experience we had due to such chaos at the Dubai airport. We also had to fly via Perth to Canberra so did not go to Sydney as planned so did not see my husband and we were not home till Sunday night instead of Saturday so missed another day off work and my daughter missed school. I hope that I receive a response from you very soon. Regards Sheenagh Bottrell email [protected]@hotmail.com

Dear sir,
On 24/10/2014 we were returning, my wife and me, from a touristic visit at dubai to beirut, with the emirates airlines (flight ek 953). the flight was scheduled at 14:55 p.m. we were at dubai airport at 12:00 p.m. and we finished all the boarding formalities in half an hour. the boarding gate was number 14 and we were around the gate one hour before the boarding time. after a short visit to the shops in the airport duty free, we were at gate no. 14 at 14:45 p.m. but we found the gate closed. we asked about our flight and the officer there told us in a very rude tone that the gate is closed and that we can not travel anymore. my wife started to cry and she begged the employees there to let us pass to the airplane. the employees there were very passive, and no one was helping us in this matter. at the end, and after many supplies, one of the employees contacted the airplane which was still in the airport and we were able to go into the airplane. after this, we waited another half hour to the take off time, and the hostess there told us that they are waiting for some passengers. in fact, we want to complaint about the attitude of emirates airlines employees who were very rude and aggressive in their speech with us. in addition, this airline company did not call for late passengers and we did not hear any call for the flight no. ek 953 for beirut destination. it was a bad experience, especially after a touristic week at beautiful dubai, which gave us a bad impression about emirates airlines which always states being number one in its remarkable services. unfortunately, it is not.
We hope to take our complaint seriously and investigate about it.
Regards,

I travelled recently from bahrain to dubai and then from dubai to bangkok. I booked one multiple destinations ticket and stop over dubai for 2days. Moving for good to bangkok, I was ok to pay the extra luggage on line, which I did for the 1st flight. Before taking the second flight to bangkok; I checked on line and I could not pay again for the extra luggage and I found out that the package of 20kg luggage extra was mentioned on the second flight to bangkok! Also, I understood that I will not have to pay again! What a bad surprise when I found out at the airport that I will have to pay directly for all this! The emirates agent tried her best to fix the issue but mentioned that she does not know much about the terms and conditions on the website... (Is it my problem?) and the manager did not even care to meet me to help us fixing the issue! I am very disappointed by such a huge company! I would like to raise a serious complaint directly to them also if someone got a emirates email I will be grateful! Thank you

flying from Glasgow to Sydney on ek026 &ek412 in first and business I found on arrival home the lock on my case was broken and eventual realised some goods were missing.There is no form to complain of damage on Emirates websites, phoned and was told to use lost-found, not appropriate in this case.
Suitcase red Samsonite 76 skywheeler
Missing i pair camper shoes-beetle
1pair naot shoes osia
1 Marks & spencer cashmere cardigan
I would like compensation as I have flown this route with Emirates and had no baggage problems
Anne Conroy