Extremely disappointed with Emirates and how they’ve handled our situation.Four days ago, my partner contacted the Emirates contact center using the phone app and the online chat to request basic support because i had cosmetic surgery and we were flying home. We weren’t asking for much just some help with luggage and a wheelchair so I wouldn’t have to walk the full length of the airport increasing unnecessary fatigue. Nothing complicated.This morning being the morning of the flight, we were called at 8:30am and asked to have my surgeon urgently complete a MEDIF form. So we rushed to the hospital, got it signed, and emailed it back urgently at 10:50am — only to get an email reply at 11:18am being told it was too late because the Medical Department hadn’t received the document 48 hours prior to our flight.What kind of system or service is this? There was NO mention of this document or timeline prior in the chat or the 48hours in this mornings phone call, and now my check-in is blocked with a note stating our only option is to cancel and rebook the entire connecting flights home- which were meant to be an amazing first time experience and treat to ourselves in business class. After many calls there was no way to speak directly to the medical team or way to cancel the medical support requested. Keep in mind I still have my fit to fly certificate from the surgeon. To top it off, I contacted the surgeon directly to see if he could support. He kindly wrote ANOTHER letter confirming that completing the form 48hours earlier would not have been suitable and that I was fit to fly just to add additional support for my request, but Emirates wouldn’t acknowledge it.(I would also like to add he is a busy surgeon who kindly fitted me in his busy schedule. )Emirates even your OWN staff said I was visibly fit to fly and next time don’t tell the airline which of course due to fear of losing flights puts others at risk. I was told that I was the 3rd person that week, to me it’s starting to sound like a money revenue scheme and fishy!!! Especially when not everyone is having a streamline and transparent experience as my friend simply messaged the call centre app a month earlier, received a reply stating someone would be waiting for her at the check-in counter and all she did was show her fit to fly certificate from her surgeon. NOT YOUR DOCUMENT or MEDICAL DEPARTMENTS TERRIBLE COMMUNICATION. 👉 consideration to others: DO NOT declare medical needs unless it’s life-threatening or you need medical support on the flight. It creates more stress, they have zero communication or accountability. #heavenly out off pocket, deeply upset and shame on you Emirates!!
Claim your business profile now and gain access to all features and respond to customer reviews.
Fly with Emirates to over 100 destinations worldwide. Book Emirates flights and holidays today, with the International Airline of United Arab Emirates (Dubai).
