Emirates
Reviews and Complaints

The ek97 emirates flight from dubai to roma fiumicino of the 6th of january 2011 was the worst i've ever had in all my life.
Also in the other emirates flights I took for my trip to india the on board temperature was very low, but on that flight, it was completely freezing. I had to cover myself with everything I had, and spent the 6 hours flight with two shirts, a wooden hoodie with the hood on, my winter jacket, a scarf and the company blanket on. I couldn't rest at all, and at the end of the flight I had no voice and a severe throat ache.
On board crew was kind but ineffective, and I never got the supplementary blanket I asked for.
So, I spent a lot of money going to kerala to heal my body and mind with auyrvedic treatment, and lost every benefit I could have got in the backward flight to rome...

I travelled from lagos, nigeria saturday 20th november, 2010 to luanda, angola through emirates airline. The flight was en-route dubai and we arrived luanda, angola on sunday, 21st nov. 2010 at about 3pm in the afternoon. My luggage was nowhere to be found and I brought this to the notice of the airport officials who also searched with me including the lost and found section to no avail. I reported the issue to the emirates officials who asked me to fill a form to describe my bag with a brief description of what I have in the bag. The airport services manager later told me that he will get back to me in 2 days, that it is likely my luggage did not come with the flight. I called after 2 days, which turned to 4 days, and the trend continued. To cut the story short, I took this case up when leaving the country and the airport services manager collected the receipts of the 4 shirts and 4 trousers that I bought in-country to wear for this 3 weeks, he then paid the sum in the local currency to me and also assured me that the full compensation will be sent to me in lagos from dubai office. I checked while in dubai and was told they were still searching for the luggage. I contacted emirates office in lagos immediately I landed and I had been following up with them on a weekly basis. It was a great shock to me in the course of the week when emirates lagos called to inform me that they have been advised to pay a compensation of $500 to me. I told the agent that I have reject the offer and this should be written down to emirates. I wrote the office in angola to also reject the offer today. I had over $3, 000 usd worth of personal belongings in the luggage that was lost not to even talk of the inconveniences I went through while in angola. I did not have access to my medications, I spent over $600 for taxi service (Which was not refunded by emirates) to take me round in an unknown city to buy clothes. I practically went through hell in that country as I had to restrain myself as I could not even buy pyjamas which cost a fortune.In short, the cost of my designers suits and ralph lauren blazers was even more than $500, not to talk of the cost of the bag itself, or the other items I had in the bag - shoes, native wears, travel pack, shirts, trousers - I mean 3 weeks package (My ticket booking confirms this).
The case id with emirates is ladek10154

The emotional and psychological stress cannot be overemphasized. Imagine not having access to your medications and luggage in an unknown country? It took over a week for me to an hair cream in angola and same applies to some of my medications. The trauma and cost of transportation around to find clothes to buy in a country like angola where such cost a fortune, is not a joke. I had to wear same cloth for a number of days because of this problem.

This guy from yeterday is again thesting me and misusing the airline landline ie.22455 and on my mobile from his his name ia mohamed rehan bhorania. I have all the recording about the threats why the airline athority is not taking some stean step regaring his behaviour. is he some sort of vip so he getting this teatment. he is taking undue advantage of his workin in the airline giving a bad imprasion of the airine.

NEVER fly on an Emirates flight that uses the 777.300 plane. the seats are the most uncomfortable I have ever encountered and they used this plane in the gruelling 14 plus hour flight from Melbourne to Dubai. The seat is so deep that the pressure under ones's thighs is unbearable and is a sure cause of blood clots. I am complaining her because NOWHERE on the Emirates website is there any place for a complaint..this is preposterous. I will never fly on one of these ancient planes again and I urge you to avoid them also

My husband and I booked our seats in april 2010 (Booking referance czdrsj) flight ek 372 on the 07.12.10 from dubai to bangkok. We had selected our seats at the time of booking on your new aircraft our seat noumbers where or should have been 44b and 44a. Just before boarding we where told our seats had been changed and nothing else. Once we where on the plan which we where extremlely disappointed as it was not the new aircraft we could not find our seats, I asked the cabin stwart who pointed to a row of four seats in the middle of the plane without a window seat and opposite the toilet. We booked both our seats and flight early in the year to avoid both of these, no window and away from the toliets. I asked for other seats to be told they where no window seats available, but we could look ourselfs after take off. I cannot tell you how disappointed we where and we felt totally let down by emirates customer care standards, (this was our first time flying to bangkok from manchester). Later we walked up the plane to find a women sitting at a window seat alone and her parnter sitting alone on a row of four seats. I am extremly disappointed with the service from emirates especially as my son does use your service and advised to book with your company. I would like a speedy response to my email and some compensation please.
Regards bryan and yvonne bamber.

No correct information on the emirates flight enquiry. Very very rude answer from the emirates staff and they doesn't know the emirates flight details.

I thought emirates is an international airlines and so has the competitive policies keeping in view its status among other airlines. Sadly, this doesn't seem to be true with the experience i'm going through presently. My two check-in bags were tagged until dubai from san diego, california and they had to be transferred from american airlines in new york to emirates going to bangalore, india via dubai. At the new york airport I checked with the ground staff to make sure my baggage was re-tagged uptil bangalore since I was to board a different flight of the same airline (Emirates). I was told that my baggage has been re-tagged and they will be auto-checked in. I re-checked the same at the dubai airport and I was assured that they will be reaching the bangalore airport itself.
To my dismay, my baggage was missing at the bangalore airport and I got to know that one of my two checked-in bags was stuck at new york airport (Jfk) and the other in dubai! Now, how the hell my bag was in jfk when it was tagged until dubai? I was ok with this news because I understand the responsibility with hundreds of bags to be shipped in different countries. Both my bags reached bangalore yesterday afternoon and since then i'm trying to trace my bag to no avail. I call up the emirates staff and I get only one answer that they will call me back in 10 min. Do I need to mention that their 10 min never get over?
This is such an utter inconvenience. I have my room n cupboard keys in my check in bags and i'm living like a tourist in my own city!

I'm a filipina who has arrived here in Dubai last Dec.12, 2010 at 8:45 in the evening with emirates flight EK0503. I was stocked at the immigration for 13hours and after that when I used to get my luggage they told me that it was missing and not registered in the system. How stupid are they..They released my visa without a passport number and apart from it my luggage is missing. This was my first time in Dubai and I am very upset and really disappointed because I went to Dubai to work and how can I survive in this place without clothes, soaps, shampoos and all of my personal things even my important documents and uniforms how can I go to work without all of these. I used to call them every hour in everyday but they always try to avoid my concerns. They don't even try to call me I am the one who make a way to call them. I am really MAD.. Until now my luggage is still nowhere I don't know what to do now..Even the picture of my son is there...I will tell to every filipinos that not to trust to the emirates airlines because they deserved it..The tags are useless..

A terrible experience happened to my mom and my sister when they were flying with Emirates from Germany to Jakarta via Dubai. My mom has illness and was hospitalized for some times in a hospital in Germany. On the day she had to take the flight back to Indonesia, she was not able to walk properly due to her illness so my sister has to arrange and doing everything for her. My mom was seated somewhere while my sister went for check in. But then they also asked my sister to present my mom in front of them.

This bad story began when they got problem due to overweight. Their both luggage reached 65 kg and according to the policy I read on their website, Maximum weight per bag is 32 kg (71 lb) for transportation in to, out of or via Dubai International Airport in accordance with Dubai Civil Aviation regulations. This means, they have 1 kg overweight and they asked my sister to take out 5 kg from the luggage to take it with her as hand luggage.

This created more problems on the gates. They could not go in because they have too heavy hand luggage (of course yes if they have to carry 5 kg in addition to what they had on that time!). They asked them either to pay for more than 1 thousand Euros for the excess or to throw 1 luggage! They didn’t carry that much money of course and none of them has credit card that time. I tried to call them and explain that I’m her sister and on the way to Frankfurt airport. I could pay the excess or I will take the luggage with me. But they said, this is not possible and they suggested either to re-book the flight for the next day or to throw the luggage.

Just for your information that there is medical report from the doctors and hospital of my mother’s illness during her stay in Germany. Why they didn’t take those important materials with them? Please note that they were yelling at my sister because that was the time already for boarding. Under such pressure, no body will be able to think that fast of what things important are!

So, my sister left the luggage behind and they went through the gate.

The next thing, they found that they have been crossed out from the list of passengers without asking permission in advance but then my sister told them that their visa is valid only until that day. Hence, they put them back on the list to Dubai but were crossed out already for the flight to Jakarta. So, they kicked them out from both flight and put them back without solving all flight connections.

Due to bad weather, the passengers had to stay inside from 21:15 until 4 o’clock in the morning. One passenger was complaining and asked them to be responsible for that and give them room in hotel. Finally they were given the room but not for the 5 people including my mom and my sis because their visa is not valid anymore so then they were not allowed to leave the transit area. Again they gave bad service because they were not responsible of those 5 people, neither room to sleep, nor foods for breakfast and lunch because they finally could fly only the next day at 14.15 local time.

When I arrived in Frankfurt airport that evening to meet my mom and sister or to take back the luggage, it was 22pm and I didn’t know if the airplane still not take off yet. I went to Emirates counter and asking about this but the rude guy telling me that the luggage has been thrown out and not possible to take it back (it was only 30 minute ago), and I hate the way he underestimated me by saying “this girl does not understand what I’m saying”. By the way, I've never seen any regulation to throw luggage, none of the website (Frankfurt airport and Emirates), so what is this? There were several important things related to someone's life! I switched then to the second question asking why they were crossed out without asking permission, then he refused to answer and just left us instead of answering.

I tried to find the way to complaint in their website but found NOTHING!

Emirates has been my favorite flight ever, but now, I will NEVER EVER FLY WITH EMIRATES again in my life. NEVER!

For the past 2 weeks I have been through a very bad experience because I lost my passport on flight ek841 on sun 28th of november. Before boarding the plane I showed my passport to the check-in counter at gate 118 because it is mandatory before traveling to doha. Then I put my passport and boarding pass in my jacket then boarded the plane. When we were boarding I handed out my jacket to the crew to hang it in their closet. After the plane landed, I collected my jacket but I didn’t find my passport in the jacket!

Before leaving the plane, me and the crew searched my carry-on, jacket, pockets but unfortunately we haven’t found the passport. I stayed for like 20mns on board and the crew searched other hanging closets but unfortunately the passport vanished. Maybe I have made the mistake of trusting emirates about my passport, but aren’t we trusting ek on our life! I was astonished that this happened and I can’t comprehend where did my passport go?! I went down to the doha airport and eventually I was deported back to dubai. First ek in doha were forcing me to sign a report saying that I didn’t have my passport, which is a complete lie, and that is why I refused to sign. Then they forced me to buy the ticket on the way back although it was clearly their fault! Everyone from ek was avoiding taking any responsibility not even admitting their carelessness in handling my jacket and passport. Some cabin crew members were saying maybe the passport fell down while taking out the jackets, then it was misplaced, maybe someone took the passport, maybe maybe, & hellip;. But no one said we are apologizing for this mistake and we will take the necessary measures for that not to happen again. My passport was lost on ek plane and that is fact; was it stolen, or misplaced, I don’t know but what I am sure of is that my passport was in my jacket when I handed it out to the crew.
I sent my complaint to ek to investigate and guess what was their response?
"... Passengers are responsible for their personal belongings onboard the aircraft and at the airport, and emirates is not liable for loss of personal items. Therefore, for future reference, it is always best for passengers to keep their personal documents with them at all times. "

Very very provocative answer and completely irresponsible for airline that supposed to delight their passengers

Recently I had spoken with a representative from the usa
Office about a ticket I purchased from uae. I sent them a western union in the amount of 307usd and they were only to receive $295 according to the usa representative. Uae claims they only received $298 but I sent them $307. They say the fare is $298 that means I sent too much money to them even if it is $298 instead of $295. I called western union and they confirmed that uae emirates did receive the $307 instead of the $298. I have sent them numerous emails and they have denied it. I had favored emirates as one of my favorite airlines and now due to this I have decided to not use their services again. Sadly, because this is my 4th round-trip with their company. I felt like they did not treat me as a valued skywards member and customer. They could care less if I was a customer or not, I feel violated and robbed!

I was checking in Heathrow Airport last week. While no one from the airline I was flying with was at the desk, I was asked to check in at the Emirates Airline counter.
The staff from Emirates Airlines took my details and insisted that I had to pay 200 quid for changing my flight. I was pretty sure that my travel agency already dealt with the payment, and it was confirmed by my airline earlier on. I explained to him and he was really rude and unhelpful, threatening that I'd miss my flight without paying straight away. Another female airport staff was staring at me in a really unpleasant way at the same time, and kept shouting that I had to pay.
After I got back home and checked with my agency and airline, it was proven that the whole thing was the Emirates Airlines staff's mistake for misreading the message on computer.
For a really stupid mistake caused by the staff, I had to tolerate the unfair treatment, horrible service and rude attitude. It was the most unpleasant experience at the airport and I felt like I need to share it to let more consumers know that the staff of that airline are really rude and NOT helpful at all!

I boarded an emirates flight from johannesburg on 23rd nov 14.10 hrs fl no. ek0762 to dubai then to mumbai on 24th nov 04.00hrs flt no. ek0504. My baggage was checked in at johannesburg through to mumbai.

When i received my luggage at mumbai i found the lock broken and my nikon camera rs 350000, kodak camera rs 10000 and a reebok sun glasses 5000rs stolen with their cases left back.

I have complained to the emirates office in mumbai airport. I want a complete investigation done and i want full compensation for my lost goods.

how can goods be stolen after checkin . That means it is the work of the emirates staff only. i want to warn all travellers not to travel by emirates..

I have been a long time Emirates customer, and am writing with regards to a very disturbing situation that I am currently dealing with.

In April of this year, I booked tickets for my wife, myself and our 1 year old (bassinet seat) on a flight from JFK - COK via DXB. The reservation code is HYU27W. I specifically asked for and was assigned the following seats PLUS A BASSINET SEAT:

EK 202 - 23F, 23G and bassinet
EK 532 - 27F, 27G and bassinet
EK 533 - 27F, 27G and bassinet
EK 201 - 23F, 23G and bassinet

I am now being told that after a plane change, there are no longer any bassinet seats available and our seats have been completely reassigned to someone else. There is absolutely no way I am traveling on this flight without a bassinet seat, especially since I booked this in April and I have already paid for it! I called the 24-hour customer service line three times describing the situation. Each time I was told that someone would call me back the next day with a resolution but each time no one has called me back. I am told that Emirates has simply run out of bassinet space.

This is absolutely unacceptable. I have travelled on Emirates many times in the past. My grandparents are also on this flight and have travelled on Emirates many times in the past. I am a Star Alliance Gold member and travel between the US and Asia over 15 times a year. I am appalled at the customer service I have received. The Emirates I know has a fantastic reputation for quality which is why I am shocked at this kind of treatment.

To make matters worse, I am told that bassinet seats are available on the flight, but only on Business Class - so why not just put us on the business class seats?!?!?! If I am unable to obtain a bassinet seat on this flight I will have to book myself, my wife, my daughter and our two grandparents at business class ticket prices with another airline on Dec 17th anyway.

I missed my connecting flight from Dubai to Hong Kong due to Emirates flight delay. On arrival in Dubai, I told the ticketing staff personnel, a Filipino man, that I was not feeling well and could not possibly wait in the airport for 6 hours to catch the next flight. He then rattled off Emirates policy of not providing a hotel room unless the flight was delayed for 8 hours. I then told him that I was about to throw up and faint and really needed to rest. I was feeling really sick and gave him back the ticket that he issued me and told him to give me a better alternative. He then ignored me and put the ticket aside and called for the next passenger! He cooly told me to talk to his Arab manager as he is just a mere ticketing clerk. I approached his manager and the Arab manager started shouting at me even before I could explain the situation. I am not sure if they are not used to being told by a woman but the guy acted crazy. The entire connecting flight department was his personal kingdom and he wielded so much power that he could refuse to give me my connection ticket. I realized then that I was very lucky not to be born in such a country where the supposedly best airline treats passengers like ### after they step into the UAE. Woman beware that Emirates continue with the Arab tradition of treating women as second-classs citizen and it is better to take other airlines to be safe. Later, a pleasant customer service personnel told me that the manager in charge of ticketing operates the the place like a military camp and has received many complains from passengers.

I travel on emirates and the seat back was broken and a piece of the seat structure was pushing in my lower back. There were no emty seaty on this flight and when we complained they replied that the flight on the date xxxx had 79 emty seat, we travel on a different date not the date they quoted on their reply and there were no emty seats to move to. The offered us extra airpoints to the value of $10 which we turned down as it was an insult. We asked them to confirm howmany emty seats there were on the day we travelled and they refused to answer any of our further emails.
They leave their customers very dissatisfied and I may take them to court just to make a point!

I travelled with my 2 kids from san francisco to dubai on november 5th.
1. My little one is 26 months and requires a separate seat but the air hostess, ms. Jolema keeps ignoring her whenever food or drink is served or kids get some goodies like little bags. As soon as my older one gets something my little one would cry for one and when requested for another one, the hostess would give it with some reluctance.
2.In the night, she servedwater and juice to everyone. After about 15-20 minutes she was done serving and returned back to her station. Then I got a burp and requested her for some water. I was shocked at what she said. She was rude and said, 'you saw me serve water just now, why didn't you take it then. ' then with a big frown on her face she brought a cup of water and handed it to me (Almost dumped it in my hand).
3. My little one was sleeping and missed her meal time so I saved her food. She had her meal very late in the night and when she was done eating I picked up the plate and all the cups etc in one hand and my baby in the other and walked to the nearest station just 3 rows away to drop it off. I didn't want it sitting in the seat since it was in my daughter's way and she was meddling with it and making a mess. Ms. Jolema was in the station and rudely told me that I need to take it all the way to the back station and closed the curtain on my face.
I don't think such people need to work if they donot have the patience or interest to serve. Such people ruin the reputation of emirates.
I understand that they work long hours and are stressed out. But I disagree with the behaviour towrds customers. I was traveling with 2 little ones and was equally stressed out.

27th october 2010 :
I tried to book a flight (Online) from germany to jakarta. I have filled all the mandatary fields on the online booking forms, and filled the credit card section, and as I tried to confirm it, it said : "session expired / time out". Notice : there was no warning or information from the site that I should call them at that moment.

Also, it means there should not been any transaction at all, because it said time out, and as a contract, both parties should get confirmations. (At least that is what I know about "transaction" and common sense).
And I did not get any confirmation from emirates for this booking whatsoever. (Even until today, 13 november 2010)
*i have checked trash/spam/mail from all my email adress, and there is no confirmation from emirates about this booking.

As nothing was sent and happened, I took it as there was never been any transaction between emirates and me, and I assumed emirates didnt charge my credit card.

On 9th november 2010 :
I got my monthly credit card invoice, and saw that there was a charge from with code em *****. I didnt even know what that was.

On 10th november 2010 :
I have contacted my credit card company and they give me information that it is for a flight I "booked" on 27th of october 2010. (Suppose to be the " timed out" one then!).

On 12th november 2010 :
I went to hamburg airport (Emirates office in hamburg) , and I was told that I should contact this email, because she couldnt help me further with this problem, but she did print out my booking. Now I have a print out of the booking (But just today).

Then I called the call center, a lady called "gaby" was trying to convince me that it was all my fault, that I didnt call them straight away after the "time out/session expired" of the online booking site, (She said I should have known, that its mandatory to call the airline when the online session is expired after I put my credit card data.
And then, she blamed me for not to call them 2 weeks ago or in october, but how I suppose to know when I havent got my credit card invoice yet?
So I told her to calm down, I was not attacking her, but it would be helpful if she could provide me some suggestion for solution, and her solution was : 200 euro as cancellation fee!

Also:
1. Emirates does not care if its system has failure,
2. Does not care to check or send payment confirmation (I assume there should have known if they draw money from someone´s credit card, and how hard is it to send confirmation of payment?
3. Seems that no one can help me to solve this matters even when its their system failure

But as customer "should have known the system and called in case of time out/session expired" but emirates doesn´t hesitate to ask me for 200€ to cancel the ticket.

I really need advice, please, anyone?

Thanks in advance.
Airin

Sidoarjo november 10th, 2010

The managers of emirates airline,
Dubai, united arab emirates

Dear sirs/madams,

I am bagus sulistyo herewith willing to make complaint due to my flight back to indonesia on november 8th, 2010

I flew back to jakarta by ek 356 with the seat number 23 j. It was the first time for me to fly with the best airline in the united arab emirates. Seemed it was a dream came true but the thing was, everything ruined by the disappointments.

First it was started on the gate before boarding. The staff announced by the zone for the passenger to do boarding, but it didn’t work. So many passengers were trying to be as soon as possible boarding and the staffs were not able to stop it. Mine was zone f, but I was going at last till no more passengers left.

Secondly, another bad thing was, the cabin crew named im from korean was shouting to one of the passenger. I didn’t know what the trigger was. She was shouting one minute!Wait!Ok! Out loudly. Then I realized, the passenger didn’t understand english. She was only a maid who maybe just knows arabic. But why the staff didn’t use any gesture how to say wait by using arabic body language. At least the maid would understand. It is international flight and everybody has the same treatment because they pay for this service. Not a shout they get. It was so embarrassing that the good name of emirates ruined by the arrogant cabin crew.

Thirdly, there was a couple seemed that they were lebanese. They were sitting on 24 a and 24 b and next to them was a maid again on 24c. Arrogantly, the couple asked her not to sit next to them. Arrogantly they threw her blanket and pillow on her face when she already sat on 25d. The cabin crew knew it but they were pretending didn’t notice it. No apology no clarification. What is the difference between maid an master?.. It was just a matter of luck. Everybody is equal!

Forthly, again im, the korean was shouting…sit down!Sit! No word please to soften her command. It was because, just a couple of seconds before the plane totally taxiing, the passengers behind me already stood up. Wow!, this was how the cabin crew was working to serve the passengers?

Before leaving the plane I asked her how long she has been working with the emirates, and she said just a year and it was the third time for her to fly to jakarta with the most common passengers were maids and she was failed to apply the high standard of customer service of emirates airline I think so so so sad. Very sad.

Fifthly, it was a funny, my baggage was left in dubai and that baggage was full of presents from my friend to his relatives and also my daily clothes. They waited for me and the parcel but the thing was, I didn’t get that baggage and they went home with the empty hands. It was quick response from the emirates, on the next day I got it back in my hometown, surabaya but in the other hand I had to spend some money to send the gift back to jakarta.

Well, anyway it happened and really gave me bad experience flying the emirates.

Thank you for reading my complaints and I am looking forward to hearing your feedback soon.

Warmest regards,

Bagus sulistyo

Dear mam / sir,
Subject: nightmare on emirates flights ek 0515 and ek 0203
It has been 20 days since I flew to the us from india on emirates flights ek 0515 and ek 0203 and I feel that I am finally calm enough to write in to you and do my duty as a customer and give you my feedback. The emirates flights ek 0515 and ek 0203 where nothing short of a nightmare for me and my children. My ticket details are mentioned below
Delhi ek 0515 w 15oct 2150 we1yin1 15oct 15oct 2pc ok

Dubai ek 0203 w 16oct 0200 we1yin1 16oct 16oct 2pc ok
I was travelling to new york, usa with my two small children, age 4 and age 1 year 3 months. While I did not expect help the entire duration, I certainly expected basic service and good manners. I guess that was way too much to ask. Please find below exact situations as they occurred to both me as well as a few co-passengers.
1) on the flight from delhi to dubai, I was carrying my infant in one arm and my hand baggage in the other, I was struggling to put the baggage into the overhead compartment. The flight stewardess just stares politely at me waiting for me to finish the job on my own. Thank god a fellow passenger offered to help me.
2) it was the same while disembarking.
3) after dinner on the flight ek 0515, my daughter wanted to sleep, so I requested a stewardess as she was crossing me, if she could please clear the tray from my daughter’s table as it was difficult for me to move as my son was asleep on my lap. She said that she would do it in a bit and that I could do it myself if I wanted !. I had to wake my son up so that I could move to put the tray on the ground.
4) on the flight from dubai to new york, I was in the middle aisle. There were four seats in the middle aisle, the two in the middle where occupied by my daughter and me, the other aisle seats were occupied by an indian gentleman and a lady from new york. My baby was on my lap. Even though I requested for it, no bassinet was provided on either flight.
5) despite trying to call the air hostess no one ever came.
6) i had to getup & ldquo;find” an airhostess and request them for hot water so that I could make some milk for my baby.
7) while offering food, I missed out on 2 meals because the airhostesses were not offering anything to anyone in the middle seats. I know because I actually observed them taking that quick trip down the aisle and ignoring the customers in the middle seats. I had to call them back and request for my food.
8) the gentleman next to me had his breakfast, he then wanted some water, when he called the air hostess and asked her for a glass her response was and I quote & ldquo;i asked you two times if you want water, you had juice, now you want water. Fine i’ll get you !”. The gentleman was needless to say embarrassed.
9) as I mentioned I was travelling alone, so a trip to the washroom for the kids was tough enough. After giving up on any kind of help I took my daughter to the washroom, while carrying my baby in my arms. This steward comes up to me and proceeds to loudly & ldquo;scold” me. He said & ldquo;mam do you know that only 2 people are allowed into the bathroom” I responded that I was aware and that he needed to give me a solution and not state the problem. Again not listening he goes on & ldquo;are you aware that all of you will die if you go in together as there are only 2 masks inside”. Again I stated that I knew about the problem but he had to provide a solution. He then says & ldquo;why can’t you leave your baby with your husband?”. To which I informed him that I was travelling all alone and that no one responded even when I had hit the call button. Then finally he offered to hold my baby. Scared, my son went to him very reluctantly.In the washroom my daughter, now completely terrified, broke down telling me that & ldquo;the bad man said we were going to die”. When we came out I informed the steward that he had very efficiently terrified my daughter and that he needed to check what words he used and also to check his facts before he pounced on customers.
10) three hours before we reached new york, as finally both my children were asleep, I requested the airhostess if I could please have the immigration forms the i94 as it would be easier for me to fill while the kids were sleeping. I did not get any forms ! I got it two hours later, when both my kids where awake. Thankfully again, the lady sitting next to me, helped with my children while I quickly filled the forms up.
11) again a co-passenger helped me with my hand-baggage.
12) on arrival I found my stroller thrown next to the baggage area. My stroller was broken. The entire piece that fits into the front of the stroller, which serves as a table for my baby, was missing. I asked the help at the airport if they could locate it, but it was not to be found. I was way too tired and disgusted to even bother to stand in line to file a complaint.

I do not know if my words have done any justice to the way I felt and still feel about the service my co-passengers and I received on that flight. I have no idea how my daughter will react to the concept of flying again with as she puts it & ldquo;that bad man who told her that she will die”.

Mam / sir, I have been on several flights, but never have I ever received such horrendous service. It has been 17 days since I arrived here and I am only filled with dread about my flight back. But the only thing I can do is hope that some action is taken and when I eventually do fly back on the 31st of jan, I hope to find emirates have stewards and stewardesses who know what being a flight attendant is all about. Who will know how to treat their customers and aim for customer satisfaction if not customer delight. Who will know of the concept of & ldquo;service with a smile” and not walk around with smug looks on their faces afraid to do anything, god forbid they may break a nail ! I seriously hope that you will look into this matter and do the needful before this matter escalates and goes out of control.

Rather than just walking away, I have decided, this time, to be a customer who makes the effort to actually give feedback. I believe in second chances and so whatever the experience, I will definitely write in again once I fly back to india. So I sincerely hope that you do what is required and my feedback is, I hope, as you put it & ldquo;valued feedback”.

Yours sincerely,

Mrs shirene sethi