We booked our flights (LHR–DXB–HKG) on 3 Jan 2025 for two adults, a 6-year-old child, and an 8-month-old baby. On 31 Mar, we selected seats 52A/B/C with bassinet for the baby, received email confirmation, and even reconfirmed via Emirates live chat. Everything seemed fine.The night before our flight (15 July, around midnight), while doing online check-in, we discovered our seats had been changed to 66A/B/C – no bassinet, no notice given. With only hours before departure, we contacted Emirates via live chat. The agent said the request for bassinet had been sent to the airport team, but we would have to check again later ourselves — no update would be sent to us.At the airport, staff seemed unaware of the request. We were told because we hadn’t paid for seat selection, the seats were “not reserved” — despite infant seating being free and previously confirmed. Eventually, they split our family up, giving only one bassinet seat far from the rest. We saw passengers without infants in bassinet seats. Only after take-off (over 2 hours) did they arrange a swap, and before landing we had to move back again. It was exhausting and stressful.To make matters worse, our stroller was returned in Hong Kong with no protective bag, visibly dirty, and scratched — something we’ve never experienced with other airlines.For our return flights, Emirates still hasn’t given a written guarantee of bassinet seating, only telling us to “contact the call centre.”This was our first time flying Emirates, and sadly it has been the worst airline experience we’ve had. For parents travelling with babies — double-check your seats multiple times before flying, and don’t assume confirmed bassinet seats will be honoured.
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