Emirates
Reviews and Complaints

A bassinet was requested for baby on flight EK419 from Sydney to Dubai via Thailand. Flight departed on 24/8/11 at 645pm. However this was not provided and passenger in question was then forced to carry the baby on her lap and in a carrier for the entire flight which is to say the least difficult
with a wriggling 5 month old boy .
Emirates call centre proved to be unable or unwilling to respond to complaint

Dear sir,

I travelled from dubai to cairo recently. While coming back on flight ek 924 on 04 aug. 2011, accompanied my son, ali shah, who is gold ff member of the emirates, we experienced most unusual in flight service at the time of iftar. We both were fasting and did not get anything to breakk our fast for over30 minutes after the iftar was announced. I personally requested two separate air hostesses to get us water. They never came back. After waiting for quite some time, I got up and went to the rear service cabin and pouredmyself a glass of water and brought a drink for my son. The service of drinks never reached our row 26 (Seats b & c). With complete disregard to those passengers who were fasting the dinner service was started after about 40 minutes from the fron rows for all passengers that reached our row nearly an hour after the iftar time. Also, the qubantity and quality of food was not the usual emirates standard. But most of all the service was most ill-organised and mismanaged. I have never experienced such choatic service during all my previous travels by the emirates. Although the flight was delyed for about 10 minutes for depature, still there was sufficient time for the flight crew to indntify the fasting passengers and serve them before the iftar time.

I thought it necessary to bring this to your notice, so that a repeat performance like this may be avoided in the future.

Yours truly,

Amir ali shah,
`

A useless airline. Told us we couldn’t book our seats until 48 hours before departure and then when we tried there were no seats left except a few in the middle, even though we had booked almost three months earlier. For our return trip, 5 months from now they claimed that all their aisle seats are for wheel chair passengers: All of them!

We canceled our booking and they charged $400 penalty. Worth it for not having to fly Emirates. Buyer Beware.

So, a year and a half ago I flew to London from Perth and I purchased an open ended return ticket just in case I ran out of money, I had a way to get home. The initial flight was booked for February the following year, about 8 months after my arrival in London which I changed to August due to travelling enjoyment, which I then further changed to January as the final ammendment. The flight was confirmed, seats chosen, and three days later, a two and a half month trip around the European continent. What could be better right?

Oh so very wrong.

Less than a week after my flight was confirmed and I had booked further travelling plans including flights and accomodation between the months of August and January, I received an email from Emirates informing me I had to urgently contact customer services in regards to my ticket. So I did, wasted a great deal of money on roaming charges and was told that my ticket expired in May of 2011, and therefore I could not fly in January but instead had to fly August, as they were going to be generous enough to let me fly out of expiry. If I can fly out of expiry anyway, why not in January? Apparently this does not make any sense.

Customer service have told me that the employee who changed the flight date to January did not realise I flew in 2010 and thought I had flown in 2011. Not my fault. She did not realise the ticket was out of expiry. Again, not my fault. Yet I have spent the last month and half while travelling emailing and calling all around the world trying to get some sort of refund and being told by every single customer service agent they are going to do this that and the other, which I have realised is an Emirates method of getting customers off the phone and off their backs, and hoping the problem will magically resolve itself. What a positive bunch.

I flew with Emirates to not have to deal with these problems as it is the most expensive airline to travel from Australia to Europe with. So, if you are flying with Emirates and need to change your flight date, confirm everything on the call, all calls are recorded, so at least you will have a reference. I am going through absolute hell trying to sort out a flight home when I should be relaxing on my budget Europe tour. Budget Europe tour, which proves that paying for a whole new flight home just is not an option, but apparently everyone who works for Emirates is really wealthy and they do not seem to understand the whole "can not afford it" concept.

19 years old and I have never EVER made such a complaint. I am strictly a good review kind of person, but this has to be known by anyone who could see themselves in a similar position.

Criticise me, tell me it is my fault, because if it is, I am more than happy to hear it. Emirates surely believe this is the case, no doubt.

I travelled from Seattle to Dar es Salaam via Los Angeles and Dubai on 30th July, 2011 arriving Dar es Salaam on 1st August, 2011 and to my suprise my 2 checked in baggages are still missing to date. The bag tag numbers are EK 850681 and EK 850682. I wonder if this airline is now stealing customers' baggages as it is 7 days now since arriving Dar. I was attending a training course in US and the materials in my bags are more valuable to me than money compensation. The bags also contain my laptop and valuable gifts which I would not exchange them with money. I think to take the airline to the court of law for a number of inconveniences and sufferings it has caused to me.

To whom this may concern:

My name is najia shoukat. I recently travelled from dubai international airport, u. A. E (26/7/2011) on flight number (Ek 606) to karachi international airport, pakistan.

Please consider this letter as a formal complaint, and I am claiming for compensation for the same.

I have also filed a passenger remorse over the phone and the complaint number for that is

Dpr khi ek 26235.

I checked in 2 suitcases at dubai international airport on my ticket (Etkt [protected])

Upon reaching karachi on (26/7/2011) , I was unable to find my luggage (one out of the two bags had not arrived).

After reporting the matter to the emirates authorities at the airport, the authorities informed me that my luggage was not uploaded onto the aircraft in dubai itself and told me that it will only reach karachi the next day! I had come to pakistan for my wedding ceremony and with my luggage not arriving on time, I was a bride without my clothes, make-up, shoes, and other highly important items.

After receiving my luggage the next day, I noticed that my bag had been damaged. The damages were done to the lock that I had put on the outside cover of the bag. Moreover, the inner tsa lock of my bag was deliberately cut, there by causing irreparable scratches/damage to my bag. All the zippers are broken, the locks are badly tampered with, my luggage inside was all upside down as someone had gone through my whole bag. The complain

Number we filed with the people who delivered my bag is dprkhiek26235.

The retail cost of my samsonite bag is 1, 000 aed. As I have been clearly mistreated by emirates, a world class airline that strives on offering the "emirates experience" to all it's passengers, my experience with emirates as you can tell has been one which I would never repeat.

Please accept my grievances as a bride who was not able to get ready for her ceremony and had to postpone the entire function to a later date, causing inconvenience to the hundreds of guests who were scheduled to attend the ceremony. As a passenger, being treated this way and having my luggage damaged to such extent has really upset me and I would like to make sure my complaint is attended to satisfactorily.

Regards,

Najia shoukat

Hi I am mohammad shehab ahmad thani I traveled to iran by emirates ailine on 05 july 2011 in terminal3
I am emerati and for going to tehran we can get visa in the tehran airport for 2 weeks I had this experince before
But in the terminal 3 the emirates staff dont allow me to check in because I dont have visa in my pasport I told
Them in the tehran airport I will get it but they told me no no no you can not go and they wanted to cancel my flight
I requested to talk to superviser and they called to her and I talked to her the name elham ebrahim I explained to her that
I can get my visa in the theran airport but sghe also tell me no no never you can not go you must get only visa in the dubai
I was so angery and sad how can I go to my trip I had meeting there they dont allow me to travel then I left the business part and come
T economey class and I show my ticket and passport they allowed me to flight I was so surprised how is it?
Is it possible here to check in ?They told me yes ofcourse no any problem you can go and get the visa in the tehran airport
And I flighted to theran ang get my visa in the airport without any problem
Pleaseeee I am bagging to you present that woman elham ebrahim and ask her why you behaveed with your passenger like this
Very bad way?Why you dont get updated?And suffer people?
My mobile number is [protected]
Thanks

I travelled from lahore, pakistan via ek 623 at 3.30am dated 8th july, I forgot to pickup cricket bat covered in a black pouch at dubai airport and realised after reaching at london heathrow airport via ek 0005 on 10th july '11, it was a gift for my 12 years old nephew who is cricket freak and is very upset due to his cricket bat. I will appreciate if I get it by 30th july'11 before leaving london for my hometown.
Plz arrange to redirect it to london asap.

am very dissapointed with the servises offered by emirates.first of all it concern my skywards milles i travel by emirates from mauritius to dubai then to guangzhou so that i can get my milles to upgrade to silver card.but now that they are telling me that it was a promotional price so i can get only half of my points it's very dissappointing i made all this round to go guangzhou instead of travelling by air mauritius direct to there to get my milles.the second complaint if about the staff in dubai airport, they charged me DHM1060 for 2 person for changing my return date without informing me.when already board the flight that i notice my credit card bill.as my best khowledge here in mauritius they charge only RS1500 for changing date, i have friends who paid only RS700 IN DUBAI TO CHANGE THEIR DATE but i would lie to khow why me i paid a so expensive as the flight was not full.my ticket number is [protected] and [protected].hope my complaint will be taken into consideration and get a reply from you sooner as possible.

Dear sir / madam.

I travelled on emirates flight with my children, ek601, from karachi to dubai on the 30 th june of 2011, my seats were from 31 d-g. I regret to inform you there was nothing pleasant or comfortable about my flight.

The flight from karachi was delayed by an hour which we were not aware of until the last moment. Once we were seated my son asked for water as it was very hot and was told to wait they would serve him but it never came.

At the beginning of the flight as all the children were given their welcome gifts my children didnot get any. The airline's excuse was they were short in supply. How can you not be aware how many children are flying on each flight ? The statistics are available as soon as the passengers book their ticket and it is only common sense to always keep a few extras in emergencies so you do not end up disappointing your young flyers.

Having to deal with a very disappointed child on the flight if that was not enough during meal time, she was not given a kids meal which I had specifically requested when I had booked my tickets! The child in front of us was served a kids meal but when I asked for my daughter's kids meal I was told she would be served which never materialised. When I asked about it again I was told they were in short supply even when I had made a request beforehand.

Drinks which were served during the meal time upon request for a second serving were refused ! Reason : sorry we ran out of it ! How can you be in short supply even for drinks ?

It was upon my children's insistence we flew emirates even though I had the option of taking a cheaper flight. My children wanted to experience the special attention that emirates claims to give their young flyers making their journey a pleasure from the very begining. What an absolute disappointment ! The expectations we had from emirates airlines were not met from the begining to the end and the constant advertisements and promotions relayed by emirates airlines seemed more of a marketing gimmick.

I have no option but use emirates airlines on my journey back home as my tickets have already been paid for. But I would like to inform you I most sincerely donot look forward travelling with you again.

Munira safdar.

Email : [protected]@hotmail.com

Tel : [protected]

Dear customer affairs,

I flew from dubai to glasgow on flight ek27 on thursday 23rd june at 7.50am. Seat 44k.
Once I had boarded this flight I noticed that the tv, window and tray table at my seat was covered in a brwon sticky substance, and there was bits of food left down the side of the seat. I callled for a flight attendant, patricia and explained to her that the seat was dirty and that there was a smell and I wasn't prepared to touch the screen. She then handed me an air freshener... And walked away.

I then asked patricia if we could possibly be moved to a clean seat... Or have the seat I was sat in cleaned. She went away and came back with the only option of moving to a seat in the centre of the plane, in the middle row. The reason I had chosen the seats we had is because I am 6ft tall and it's more comfortable for me to have a window or aisle seat... Also, my friend and I did not wish to be separated... Otherwise we wouldn't have bothered to select seats online.

Paticia asked ''what do you want me to do?'' I replied that I would like someone to clean my seat! To which she then said that it was not her job to clean the aircraft.
She then came back with a plastic glove and a hot cloth for me to clean it myself.

I did not pay over & pound;700 to clean your aircraft.

Regardless if it is in her job description to clean, the flight attendant is responsible for the comfort of the passenger. After coming from manila to dubai 2 hours previous to this encounter I was not best pleased, considering that dubai airport is the hub of emirates I would expect all aircraft to leave there in perfect condition.
The attitude of the flight attendant was not what I would normally expect from emirates and there were other staff on board who seemed much more friendly and eager to help the passenger.

The rest of my flight was somewhat uncomfortable as I did not feel like I was sitting on a clean seat and the tv screen was smeared with something sticky that wouldn't come off.

This is not the first time I had flown emirates and in the past I have been very impressed by the airline, this time I was very disappointed.

I would suggest as a skywards member I should be offered some compensation or credit on this occaision as I know I will be flying emirates again.

I look forward to hearing from you.

Lynne mckay

[protected]@hotmail.Co. Uk
[protected]

I travelled from trivandrum to dubai on 19th jun 2011 through emirates (ek 0523) after that I conected from duai to dijibouti on fly dubai (Fz 0601) same day. But I missed one of my baggage, after that I send the complaint to emirates and fly dubai. But still they can't retrive my baggage or giving any rite information to me. What I need to do next, please give a good reply.

Thanks

My name is erfan abdul rafique. Kenyan passport no a1577376.

I have been travelling with emirates since 2001. Every year I travel with family to the uk. Recently my trips with emirates have turned out to be regrets for choosing the service.

My most recent travel from birmingham to nairobi was a disaster. When boarding from dubai to nairobi on flight ek 719. An emirates staff approached me and informed me of a damaged bag. He asked me to identify my bag and assured me that it was normal procedure and that I shall meet my family onboard.

I was taken to identify the bag and after identifying my bag, I was asked if I would like to proceed or remain to recover the missing items from the bag.
Despite requesting several times to proceed to my final destination as I was travelling with a one year old infant, a three year old son, and a six year old daughter who were exhausted from the long journey from birmingham ek038, to my surprise I was off-loaded, without my consent. They started claiming that the ground officer told them that I wanted to recover the missing items. I had the police officers present as my witness that I had not made any such claim. To make it worse I was already in the boarding area when they came to off load my luggage. The airport police officer waleed was with me and we tried to explain that there was a misunderstanding from the ground team member as I had expressed my wish to continue to my final destination. We tried to convince them to let us board as they had not started off loading.
My pleas were turned down and I was rudely told that I will go on the next flight ek721. To make it worse not one emirates staff accompanied me to the desk for new boarding passes and when I reached the desk, the ticketing office started demanding payment for the tickets. I had to go back and come with the police officer to explain the situation.
After arguing for half an hour and mr waleed contacting the officials I was issued with the new boarding passes.

When I reached nairobi the said bag was missing. After going to the airport baggage claim to report the missing bag, I was told the bag had arrived onboard flight ek719.
I was offloaded for the same bag but it arrived on the same flight and the other bags were offloaded.

I was offladed without my consent and was left with an infant, and two minors and to make it worse I had to run back and forth to get the new boarding passes. Was it not the responsibility of an emirates staff to accompany me to the ticketing office and get me the new boarding passes as it was not my mistake that I was offloaded. We were not even offered a glass of water leave alone a meal. I believed that hospitalilty was the pride of arabia and emirates was part of it but this was totally opposite of what I expected.

To whom it may concern,

I had a flight booked with emirates airline for today, sun, 19th june 2011 at 18h10 (Booking ref no j6g7y2 surname=baatjes, cpt-dubai, dubai-london, gatwick, gatwick-dublin) and was refused to board the flight, as I was told by the lady checking me in that I needed a transit visa. After I had already checked-in online the previous night and got an emailed boarding pass. The staff does'nt seem to be trained efficiently, if the check-in lady at the e-ticket counter on the far left, had to call 3 people and finally asked a supervisor lady who asked me who I had spoken to at emirates cticc, I could not remember the lady's name who told me that if one is at london airport for less than 24 hours, one does not need a transit or visitors visa. She, the supervisor lady at cpt int then told me that their airline could be penalized and the check-in lady fined r10 000.00, which she does'nt even earn and asked me whether ive ever been detained by british immigration and I said no and she said that they are not very friendly!
I have been greatly inconvienced, wasting time, money and I have meetings to attend in dublin and need to get there asap and will know tomorrow whether I probably have to pay in extra, which by the way they could'nt tell me there. I called reservations and ticketing office they only open mon-fri 08h30-16h30-www.Emirates.com [protected], so if anyone needs help on saturdays and sundays, there's nothing we can do!
Called emirates, cticc, [protected] and they open mon-fri 08h30-16h30 and sat 08h30-12noon!Closed on sundays!
I checked the uk border agency website and it says that a south african citizen is exempt from a transit visa, if you have a confirmed ticket out of london, to your destination, as long it is less than 24 hours, mine was only probably 3 hours and only changing aircrafts!
Http://www.Ukvisas.Gov. Uk/en/doineedvisa/visadatvnationals
"all visa nationals wishing to transit the uk but spend longer doing so than the 24 hours permitted under the twov concession must obtain a visitor in transit visa for stays up to 48 hours or a visit visa. "
Http://www.Ukvisas.Gov. Uk/en/doineedvisa/visadatvnationals
"arrive and leave by air within 24 hours and have no intention of staying in the uk (You can travel by rail or road between two airports) ;

And
Have a confirmed onward booking that will leave within 24 hours of your arrival in the uk.

You must also have the documents you need:
To enter the country you are travelling to; and
For any other country that you may pass through on your journey. "

My onward flight was confirmed and the proof copied and pasted from emirates website:

"flight depart / arrive time airport terminal duration / stops class / aircraft booking status
Ei243 depart
Mon 20 jun 11 14:40 london gatwick airport (Lgw) south 01 hr 20 min
0 stops economy
Airbus a320 confirmed
Arrive
Mon 20 jun 11 16:00 dublin airport (Dub) 2"

Please help asap!

Malikah baatjes
Director
Skyprincess international casting agency
Mobile sa : +[protected]
Email : [protected]@yahoo.Co. Uk

I booked a United Airlines flight through Emirates skywards miles. Due to an emergency situation I needed to postpone the flight to a different date. I called United Air lines and Emirates both and the response received was extremely bad. United Airlines said that since the ticket was issued by Emirates they should handle this, which I think is correct. When I called Emirates the lame excuse the telephone operators and their supervisor gave me was that their partnership does not exist any longer with United Airways and so they're unable to do anything. My point is that since the ticket was issued before the partnership broke up, it is Emirates responsibility to cater to the needs of frequent fliers like us. The internal matters of their Airlines is not our concern and as a popular Airline service they should not tarnish their reputation by avoiding to serve regular customers in an irresponsible manner like this!

To whom it may concern l board a flight from london heathrow on the 17th of may 2011 my passport was checked buy one of the emirates staff and l was not told that l require a visa to travel to johannesburg when l get to dubai that's when l was told l require a visa and l came back on the 18th and l was told that l cannot get my refund back and l want my refund l think they where not supporse to let me in the flight to dubai without a visa or if you can issue me other ticket or l dont know what you can do for me my ticket no [protected] emirates confirmation no is bns6w6 looking forward to hearing from you soon thank you

25th may 2011

Emirates international airline,
Dubai, uae.

Ref: sky word number ek-[protected], raees ashraf & mrs. Asma raees, ek-[protected].
My e-receipt details khi-lax - [protected]-[protected], ek booking reference dwfpuf
Fw: dxb-sin, my e-receipt details - [protected]-[protected], booking reference "h8wyfb"

Sub: very disappointed in my last few trips of april and may and specially surprised that i, booked
My seats online and received confirmation, and they change my seats and without information.

Dear sir,

I, and my family are frequent traveler to many countries of the world, and our first priority to travel with emirate airline.

But unfortunately we face big trouble and feel uncomfortable, during my last two visits from khi to lax via dxb (On march 31, 2011,) and then lax to dxb (On april 18, 2011) and then we planning to visit singapore and buy a new tickets for singapore, (On april 21, 2011) we again preferred emirates air, instead of many other airlines with more benefits, from dxb to sin round trip.
(My e-receipt details khi-lax - [protected]-[protected], ek booking ref dwfpuf)

I want informed you, these was not a pleasure trip, I was personally very disappointed from the services as well as the behavior of crew, I don’t feel good to share, but right now i, am facing serious and advance stage of hcc and hepatic thrombosis, and travelling for my liver surgery / transplant and other therapy. So I need a full take care of myself.

And we also aspect reasonable favor from emirates air, I was travelling from khi to los angeles with family of 5 - passengers. My daughters explained my situation to the cabin crews and the few duty staff try to call me at business class for just few hours rest and they call me at business class, but during my pain, i, reach business class and one crew member refused to accommodate and ask me went back my seat, these very bed experience and embarrassment for me, which we not tolerate / forget.

And also another bed experience with me on may 22, 2011 from singapore to dxb, which also surprised me, we booked our seats online of our choice/confirm and received confirmation email, then my seat was changed without informed me and not even ask me for any other choice. We were like trapped after complete my liver therapy of y-90 + sirt, (Selective internal radioembolisation therapy) , nuclear medicine.
(Dxb-sin, my e-receipt details - [protected]-[protected], booking ref "h8wyfb")

This kind of behavior or so called attitude from your representatives is very annoying. Might be you have an reply of some policy issues, but, sir, one crew know the policy and try to accommodate only me (Which we request) (Most of seats of 1st & bus class empty) , out of my 5-members family, and another crew ?
And also change my seat is also may be you have some policy, but not even ask me for another choice ?

I am writing to ask you to please make up the notice of my complained.

We hope you will investigate my serious complain, I look forward to hearing from you by soon.

Yours sincerely

Raees ashraf tar mohammad
Chairman,
Pakistan commodities importers & traders association,
Raees traders,
Raees tarmuhammad street,
Jodia bazar,

I can't believe what just happened with me!

This is the first time (And probably the last) i'm flying with emirates airline flight ek 817 - seat 33a and I have to say that it wasn't a good first impression at all.

I was going to ruh from lgw via emirates and it was lgw to dxb and then dxb to ruh.

The time given on the ticket was 1.40 hours and because the plane was delayed to dxb
We had to make a run for it within 15 mins allegedly allowing us to switch planes? But unfortunately
I missed it and the worst bit is that the lady behind emirates help desk was extremely rude and wouldn't suggest anything other then me paying for the other flight and wait for 15 hours for the next flight.

Is that any justice ? Not being prominent and letting us know what is going on and/or do something about it.
I am a student and there's only so much I can afford, this is unfair!

Wost of all, there is no feedback section on the emirates website.

So what am I supposed to do ?

So my father was going from india to the u. K to visit his son. And in the connecting flight in dubai he had a heart attack. Luckily, he was sent to the hospital in dubai and he is stable. The found out that he had a mild heart attack and with medication he is now fine. However, they have withheld his passport, tickets, luggage. They first stated that they would take care of everything (Hospital etc). But now they sent an official who says that they will not take care of anything regardless of whether he is a long-standing customer of the airlines or not. And that he should leave the hospital this very minute! Furthermore, apparently he requires the hospital to issue a certificate to say he is well enough to travel. And oh yes, the airlines has his clothes, his luggage, his passport, his tickets. We, his family, just want him to be fit enough so that he can go to his country and be treated for the medical condition. But apparently they want to kick out a first time heart attack patient on to the roads. Also, apparently he is fine enough to take a hotel room if he wants too. Buy stuff, do some tourism, generate some economy. But hey, , no certificate to leave back to your home country. Btw, he is a reputed doctor who has traveled in this airlines many times in the past and he has never to my knowledge had a heart attack before in his life! What an unscrupulous airline!

Hi,
I submitted a complaint to emirates airlines over 5 months ago (15 dec 2010) and had them respond saying my complaints will be dealt with within a period of 30days and answers will be provided to me then... I then sent another email on the 4th feb 2011 asking them whats the matter as its been so long and no one has gotten back to me, I then only received an email saying the investigation is still ongoing (4th feb 2011)... I haven't still heard from them since and decided to send them an email on the 3rd march 2011 saying it's impossible that this could be taking so long and havent received a response ever since.
The way in which this was handled was very unprofessional and I am disgusted that an airline that prides themselves on ''customer service'' can actually treat it's passengers this way. I will not be flying emirates again.
Thanks