Emirates
Reviews and Complaints

Hello good afternoon, it's really sad to say and give a bad feed about any airline and emirates it's one of the nicest airline and best but I feel so hurt and stress when they lost my luggage and they didn't help me for anything and today is the 4th day of mine I haven't get my luggage back from emirates I was here without any clothes and without anything on my hand just a one Tshirt and jeans and it's was cold here I talked with customer affaires several time and the service they give me it was so bad and make me feel so frustrated when I talk with them because they don't have a proper ans for me to give they just forwarded my calll here and there giving me wrong information and let me suffer here london I came to londo to enjoy my holiday just for 3nights and Friday I need to go to Paris but due to my luggage I couldn't make it and my hotel booking my ticket from London to Paris is wasted i feel so stress and feel hurt from the service of emirates. I hope emirates will compensate my journey without have any problem I hope emirates won't let me down because I really suffered here and wasted my money now I m out of budget coz I book twice my Paris ticket wasted my whole trip in London I can't go visit any place because I don't have the clothes and emirates customer affair was just giving me time only. I wanted to know how emirates will give me back my time how they will compensate me for my time for my money and the period I suffer here in London. Thank you emirates for giving me hard time I always travel with emirates but now it's givee bad impression on the airline hope emirates will do something and compensate me. Thank you.

Good day

I would like to express my concern and frustration with the service received from Emirates a short while ago.
I have been running around since I have been back and haven't had the chance to type out a mail.

I recently flew to LHR from JNB (19th of July) and then from GVA to JNB (30th of July). Both flights were obviously connecting in Dubai.
3 out of 4 of my flights were delayed, and to top it off the last flight into JNB from Dubai was the worst service I have ever received on an airline.
My dad is a regular client of your as well and when I told him this, He could not believe it.

My sky rewards number is EK521423033, You can check on my profile the details of the flight and see on your system that 3/4 were delayed. My flights were EK766, EK029 (Which changed to the next one due to the first flight being delayed, which was then also delayed) Return EK084 and EK763.

My last flight EK763, I put my customer assistance light on and after 30mins still nobody had come to me. Eventually when they bought the food around I asked if I should turn the light off since nobody was coming to ask what I needed and I was ignored and asked which dish I would like. To me this service is not acceptable when paying a lot of money, I have no idea if it was the normal Emirates crew as normally I am treated with respect, however not this time.

I am not a frequent traveler compared to some of your other sky rewards members, however the last two years when I have traveled internationally I have chosen you guys. But next year it may be different.

Regards
Mike

I just found out that buying the miles and using them for a ticket is total rubbish, the emirates website gave me the option to upgrade my tickets and asked me to buy 20000 miles for 485gbp. After I bought it they said still I am short of miles, hence I cannot use these miles to upgrade. I lost 485gbp straight away.
Then I tried to book a flight to australia the price was 2771.71 gbp and I used the cash+miles option, the reduction was phenomenally low less then 223gbp. A total loss of 262gbp - wtf.
Please be aware that these people are selling miles at a higher price then the value they deduct from the tickets.
Bravo to the world's best airlines, what a [censor] fraud done with me.

On March 21st of this year, courtesy limo service in Dubai (UAE) did not arrive in time for my drop off to the airport, as I was getting late, I took a cab and sent the receipt to the consumer affairs division, they acknowledged and promised to refund my fare. Its almost 4 months and this has not been resolved, Please advise what should I do?
Cost of the cab was AED 87.50
M.A.Lakhani

I am frequent flyer -skyward member and prefer to travel with Emirates mostly of time.
My wife was travelling from Accra to New Delhi on 04th August by EK788 ( PZRBK2). Her Check in bags(29Kg) was below the weight limit and cabin bag was also withing the baggage limit.
But the supervisor at Emirates Check in counter forced her to include the ladies purse to add to the weight to calculate the total excess weight of 4Kg.

When I have mentioned why you are including the weight of ladies purse, whereas we are allowed to take one laptop bag or purse in addition to cabin baggage. But the supervisor did not listened to me and mention that now the baggage rule has been changed since last 4 months and we have to weigh the laptop or purse also.
We have paid for the excess baggage 2Kg, whereas we should not pay anything.

After travelling a lot with Emirates I am very much disappointed with the behavior of your service staff.

I am very much strange ? Emirates is giving 2 x 23 Kg + 7KgCabin baggage if you book from Accra to Delhi via Dubai.

But the same route I have booked from India then they have given only 30Kg and charged me for additional 4Kg after including the ladies purse in addition to the cabin bag which was within weight limit.

Now I am thinking twice to book my future booking with Emirates.

Pls. let me know

My sister in law, Jane Wilson and I, Anne Jones, were travelling from Sydney via Dubai to Birmingham on Emirates/Quantas flight EK5001. We were to arrive in Birmingham at around 7.50am on Thursday 20 July. However the flight was redirected to another airport in Dubai and as a result we missed our connecting flight resulting in a 7hr delay from Dubai to Birmingham.
My complaint is that many of the passengers on this flight were travelling onwards to London and would therefore be getting back on the plane after refueling. The passengers with connecting flights in my opinion should have been given priority to disembark from the plane to enable them to catch the connecting flight. I raised my concerns with an airhostess and she assured me that the ground staff would deal with our situation as a priority. We did not see any ground staff to assist us . Having gone through security, we eventually found the helpdesk. All the staff were busy and when I eventually spoke to a member of staff she told me that our flight was boarding and we should have gone directly to the boarding gate. I advised her that we did not have boarding passes and hence we were seeking her assistance. She told me she was unable to get us on our original flight and would arrange seats on the next available plane leaving Dubai which would be at 7.30am, 7 hours later on Flight EK039. I believe this situation could easily have been avoided had cabin staff been focused on passengers with connecting flights.

I asked if we could use an airport lounge but was told that as we held economy tickets the cost would be $100 each. Given we are both pensioners, and following a 14 hr flight from Sydney along with a 7hr delay in Dubai through no fault on our part, I think this was unacceptable and not the service I expected from Emirates.

I look forward to hearing from you
Anne Jones

You can read my case (number provided ) and poor service for the last 3 weeks

Below my latest email: Shame of you

to Dubai Baggage Claim

Dear Sir

thanks for offering me the opportunity to write a long story about the continuous poorer and poorer service you are continuing to provide. This will became a best seller and top view on all the blog and web site of the aviation industry.

Please note that your team in Singapore kept the luggage from the 6th to the 15th of July and your Luggage service provider has studied in all possible aspects my luggage with no success to repair.
On the 16th of July at my arrival in Dubai and visit at the Customer service, The responsible Mrs SAS Menic with another employee have registered and take pictures of my luggage.

Are you serious about your question? or are you confirming that in the last 3 weeks all the people employed by Emirates in Singapore and Dubai and all the customer service in india, have completely and continuously done mistake, not following a basic ISO requirement in registering the Items details in case of Lost of Damage of the luggage?

Am I talking to a serious company or this is a Joke as for the TV show you pressent during your flights?

Hi,
I have use my NBAD card # [protected] to purchase the ticket through online. Unfortunately the system shown the error in end stage and ticket has not issued, but amount deducted from the account and message shown it will re-credit soon in the same account.

Contacted the bank authority, as they require the clearance from merchant which a proof as not deducted and will not deducted.

Please send the proof to my Email : [protected]@gmail.com

I have my ticket from Dubai to Chennai on 18/07/2017 and I want to do the changes to 22/07/2017 as iam going through very difficult time because my parents met with an accident and my mom passed away and my dad was in ICU. My ready to produce all the related documents to waive of the change of date chargers as I can't afford to pay. Pls I request to help me at this moment. My reference no. CSN546. Pls do the needful

I am a handicapped man and paid extra to sit in the front from LAX to Dubai and from Dubai to Amman on June 23rd. I sat in the front with no problem from LAX to Dubai no problem. But from Dubai to Amman I did not. I paid an extra 100 dollars for each seat and didn't get it. I complained to the supervisor and he claimed that he would contact me as soon as possible and never did. I am very disappointed and fear the same is going to be done to me when I return to LAX on august 2nd. Please contact me @[protected]@yahoo.com if you have any questions since my phone is off in this country.

Transcript:
00:00:01 Julia : EMIRATES.COM Error code : [Status of your delayed baggage - On Error] Custom Message : [You haven't made any changes.]

00:00:16 Bohdan : Hi Julia, how can I help?

00:00:20 Julia : hello good day,

00:00:45 Julia : can you please do your upmost to find and secure my luggage that was lost.

00:01:20 Bohdan : Let me check your file reference and I will explain what's happening now.

00:01:42 Julia : it states you are tracing the luggage could you update me please

00:01:49 Bohdan : Sure.

00:02:16 Bohdan : I will need to have either your file reference or bag tag number to follow up.

00:04:25 Julia : KL881928

00:04:26 Julia : KL881906

00:04:39 Bohdan : Have you reported lost baggage to the counter at the airport?

00:05:10 Julia : yes we have PIR number of [protected]

00:05:19 Julia : DXBEK71335

00:05:35 Bohdan : Thanks.

00:05:36 Bohdan : Checking.

00:06:52 Bohdan : What's your local contact number ?

00:07:13 Julia : [protected]

00:07:56 Bohdan : Is this correct address: APT 622 LAKE SIDE TOWER A IMTZ ?

00:08:18 Julia : Apt 622 lakeside tower A IMPZ

00:08:44 Bohdan : Thank you.

00:10:22 Bohdan : Julia at this point my colleagues in baggage department follow up with Air France and Royal Dutch airlines to find your luggage. It was not loaded in Paris.

00:10:58 Bohdan : Can I send you an e-mail with so-called Baggage Inventory form? Fill up attached file and send it back to us so we can identify your bag better and quicker among other matches in the system.

00:11:22 Julia : yes please send to [protected]@icloud.com

00:11:34 Julia : so is my luggage still in PAris?

00:12:17 Bohdan : Hard to say, because if we would know where it is, we would send it right away with next possible plane.

00:13:25 Julia : ok, so it was not loaded onto the emirates plane from CDG to DXB?

00:13:30 Bohdan : We are waiting for the baggage system to find a match in any of the airports you flew trough. We're looking for a similar unclaimed bag that has same bag tag number and weight.

00:14:06 Bohdan : There are two possibilities, either it was not loaded in CDG, or in AMS.

00:14:42 Julia : ok, thankyou, do you know approximatly how long this will take?

00:16:15 Julia : do you have an editable version of the E bif i do not have access to a printer

00:16:30 Bohdan : It all depends scenario, sometimes we can do it within the same day, sometimes it takes few days. Depends on how quickly baggage airport team will find and add in the system your unclaimed bag.

00:16:51 Bohdan : Please fill up Baggage Inventory form and send it across. It will speed up the process.

00:17:26 Julia : i have no access to printer can you please send me a version to which i can type on

00:18:41 Bohdan : I don't have it in other format, but feel free to use online converter from PDF to JPG.

00:19:06 Bohdan : Then you can open JPG picture file in Paint, and draw on it.

00:19:39 Bohdan : Here's how you can find Paint.

00:20:56 Bohdan : Alternative.

00:21:38 Julia : so i need to fill that in and send to address on email along with other documents is that correct,

00:22:02 Bohdan : That's right Julia.

00:22:29 Bohdan : We continue our search anyways possible, but that info would be a great help.

00:22:56 Julia : what will happen in the meantime, i have no clothes so if i buy clothes will i be reimbursed?

00:25:22 Bohdan : You can claim an equivalent to USD 50 for the first day of the baggage delay at the airport baggage counter. You can claim same amount for the 2-nd and 3-rd day as well but only based on the receipts that confirm you sent that money for basic necessities things.

00:26:17 Julia : well clothing i would class as a basic neccassity wouldnt you? so USD 50 per day that my luggage is not in Dubai am i correct?

00:28:10 Bohdan : USD 50 per day. First day without any proof. 2-nd and third claim needs to be reinforced with basic necessities receipts.

00:28:52 Bohdan : In total we can fulfill no more than 3 days worth claim.

00:29:26 Julia : ok, Bohdan can you please send me a copy of our conversation by email please

00:29:43 Julia : to the same address [protected]@icloud.com

00:30:21 Julia : do you also have something that outlined what emirates classes as basic neccasaitties?

00:30:30 Bohdan : It will go there automatically at the end of the conversation.

00:32:03 Bohdan : It would be toothbrush, toothpaste, some basic hygiene items, underwear e.t.c.

00:32:28 Julia : ok thank you Bohdan,

00:32:41 Julia : you have been extremely helpful

00:32:59 Julia : hope you have a great day and with some luck my baggage arrives soon

00:33:11 Bohdan : Was happy to assist. I will try to my best to get that bag delivered to you as soon as possible.

00:33:25 Bohdan : Thanks for contacting Emirates chat. Have a good week

We are a travelling group of 8 with small children and we were told to change our flight to the next day because the flight is overbooked. What frustated us the most is the way the service staff is handling our issues. No empathy, no ownership and not helpful. Their face expression was even more upset than us. This was my first time flying with emirates and honestly after this i will never consider myself or anyone from my organization to travel with emirates.

I regularly take an Emirates flight home and recently found so many problems . I had asked the staff of a pen to fill an arrival card and was told very rudly "where and I supposed to get a pen from". For the 3rd time in a row, there were 2 meals offered and was told that the chosen meal was not available and the food was cold. I just recently booked a flight and was told the connecting flight is 18 hours later, what do I do for that time in the airport? As emirates made arrangements for accommodation or anything of that sort.

I booked my family on the A380-800 Perth to Manchester 10 months ago to make sure we are on this plane we leave on Sunday 2 July at 6am
Then when we checked in tonight we are on a Boeing 777-300
Why are we not getting what we paid for can someone please enlighten me not happy at all very disappointed and putting a complaint into consumer affairs Australia

On arrival in Melbourne on EK 408 29/062017, one piece of baggage, (Tag EK 423497), was not available. After a long and frustrating discussion at baggage services I was told that it was not loaded in Dublin. Now 12 hours later when I call Emirates baggage service I am told they don't know where it is. Oh they are now going to start checking - what were they doing until now - nothing! I have been assured that I will be contacted urgently - nothing happens.
The entire baggage recover follow up system is a shambles run by incompetents who don't care about customers. They don't even have the details I gave them 12 hours earlier.
I need my stuff urgently, I can't do my job. I have called every number many times. Total result - No information, no concern and no help at all.
T D McMaster

My dad is wheelchair bound and so we have submitted the MEDA (medical) form and the specifications of the battery operated wheelchair to [protected]@emirates.com on 21st April to gain approval to travel with the wheelchair and have gotten approval for both traveler and wheelchair. However, we faced no issues in checking in the wheelchair with the battery on flight EK404 from Singapore to Melbourne but the battery was denied onboard EK405 from Melbourne to Singapore after the ground staff checked with Emirates Dubai office. May I know why this had happened - we were allowed to check in the battery from Singapore to Melbourne but not on the return, furthermore the MEDA form and specifications were sent to the Dubai office for clearance prior to flights and was approved.Now the battery is stranded in Melbourne and we have to incur high costs to send the battery back to Singapore as cargo shipment and arranging cargo assignment remotely is proving extremely difficult. I would expect an explanation on this situation since it's only upon approval by the airline that we brought the wheelchair with us for this trip!

Dear Emirates Team,
Would like to bring a few aspects to your notice. It is based on the Emirates Flight(s) which my family took yesterday (12.06.2017) from Bengaluru, India to Zurich, Switzerland.
Flights: EK565 and EK085

Travelers: Mahima Marin (Wife), Daya Dilip (Infant Daughter)

Rather than writing at length, shall put it across in bullet points.
1. Wife was travelling with our infant daughter, her check in baggage's and stroller. We have been flying Oman / Qatar Airways before and they ensured that there was assistance offered for check-in to a Mother travelling with an infant, due to the obvious difficulties they face in moving about. For example a preference for check in and help with the baggage. Emirates service was disappointing. First when asked for help the Counter guided her to the Air India desk saying they do the helping, whereas Air India clearly replied that the flight you are travelling in, should do the helping. Back and forth walking in big airports is not a very pleasant experience, especially at the end of it if you did not receive any assistance.
2. At the boarding gate, they were informed that all assistance is available only from the boarding gate forward. This does not make sense, since a mother who could handle the situation until then can handle it for another 5 minutes.
3. In the Flight; Mr. Ahmed, the Flight Steward; least being helpful, were throwing sneers at Mahima since the baby was crying. However, it was a relief that the hostess on board were sweet.
4. We understand that the baggage needs to be kept on overhead racks especially during take-off and landing. Airline also advises mothers that they should feed the baby during these times. Now a mother travelling alone with the baby may not be in a position to get up, leaving the crying baby to keep the bags overhead. It is only humane to expect some help. Mr. Ahmed again comes back with a sneer and no offer to help with the bags.

We had specifically booked Emirates this time, considering numerous suggestions that you are the best. However, we would rate you way below compared to the other airlines, we have travelled on the same route. What we have mentioned above may not matter much to a big airline, but such things matter to a mother who is travelling with an infant.
Hope the airline gives this feedback due consideration.

Regards
Mahima Marin
+[protected]

Dear Sir / Madam, I am putting this complaint as me and my wife was denied to take the Emirates flight. We got the boarding passes and our luggage was also taken to the flight. But then an officer from air line stopped us to go on flight.He also offload our luggage and didn't let us take the flight. After flight took off he said to us to call Emirates and adjust the flights again.We called Emirates to resolve this issue. Emirates representative told us to pay C$1458 and continue the journey as claim can be made once back in Canada. After we came back to Canada we contacted Emirates to file the refund but now they denied to process any refunds I still have the old boarding passes that were issued to us and that are attached along.You are requested to please process my claim to refund this amount. I can be reached by phone or email given below.RegardsMuhammad Jamil Ahmad [protected][protected]@gmail.com My flight details are: Flight No. 3234 Ticket No. 176-[protected]-86 Booking Ref. CD8CN6 Departure City, Edmonton Canada Departure Date. 01-Feb-2017

Dear Emirates,

Hi, I am very disappointed that I called Emirates to book over the phone a flight from Sydney to the Gold Coast to travel on the 02/06/17. Please find below the points of my complaint:

1. I could not book on line which was an inconvenience.
2. Confirmation of booking was received by email
3. I contacted Jetstar to confirm the booking and they confirmed.
4. I attended Jetstar self check in but nothing could be found on the system.
5. I went to the counter and was told my booking was confirmed I had a seat etc then was told it was strange as they was a zero amount to pay.
6. I explained that I used my Skywards points for the flight and they said that the points have not been transferred. My Skywards number is EK [protected]
7. I again stated that my flight was confirmed as by email from Emirates which I produced. They said yes it was confirmed on their system they showed me the screen with zero balance and confirmed.
8. They then spoke to a manager and said on occasions the points are not transferred in time for the flight so I had to pay.
9. I could not fly without paying $177 which I paid despite being told there was no balance to pay.(Please find receipt attached.)
10.I have not been happy since this episode as you can see I have used Emirates numerous times for International Flights and have been very loyal. I am very surprised when I called to complain about this situation I was hung up on and then advised to put my complaint in writing.
11. I have attempted to complete the online complaint form but it is asking for a ticket number which I dont have as I paid at the Jetstar Desk in Sydney. I have contacted them to get a ticket number but they don't have one on record. And therefore cannot help. I am in my 2nd week of trying sort this out and its very frustrating.

Please find attached all relative documentation.

I am looking forward to your response and solution to this awkward situation and compensation for my inconvenience.

Kindest Regards

Paul Townshend (a loyal customer of Emirates)

Date - 18/6/17, 9.15am
Place - Al Khail Road, Dubai
Issue - driver of car registration L20950 (black mercedes van) driving extremely dangerously and shouting myself and my fiance because he was driving on the hard shoulder illegally and then trying to join the normal traffic lane - when we didnt see him and didnt let him in, he started ramming our car and shouting abuse at us. We do not expect this type of behaviour from a representative of your company as we are both regular flyers. He had no customers in his car. He was extremely aggressive.