I booked and paid for a flight on behalf of my friend. We planned to travel together to India. Several months before the trip, she became seriously ill and was dying shortly before our departure date.I contacted Emirates by phone, email and through online forms to request a goodwill solution. I was finally told by Emirates Customer Affairs that she had to contact Emirates personally, even though she was on her deathbed and no longer able to communicate. After she passed away, I was then told that her husband had to contact Emirates instead and “prove” that he was her husband, despite the fact that I was the contracting and paying party.I provided all necessary documents, including her death certificate. The communication felt very cold and showed no empathy for the situation. Her husband was in deep grief and unable to deal with administrative matters, and I was left without any support.I also tried several times to submit a formal complaint through the official channels, but the complaint form did not work, so I used another form instead. I then received the response that the ticket had already been fully used, which was impossible. At this point, I had no functioning way to contact Emirates about this matter.I believe that bereavement cases should be handled with more humanity and dignity, especially by an airline with such a strong reputation.
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