Our experience with Emirates and their "Special Assistance" service at Dubai Airport was an absolute nightmare. Travelling with my elderly grandmother, who requires a wheelchair due to limited mobility, turned into a physically and emotionally distressing ordeal.On both 21 October 2024 (Dubai to Bali) and 29 October 2024 (Dubai to Johannesburg), we were abandoned without the pre-booked wheelchair assistance we desperately needed. Despite repeatedly requesting help, the staff ignored and dismissed us. This negligence caused us to nearly miss both flights, leaving us rushed, panicked, and scrambling to make it on time.The situation was worsened by the behaviour of an employee named "Grupan." His unprofessionalism, rudeness, and sexist attitude toward female passengers and colleagues were appalling. Instead of helping, he argued with me and dismissed our valid concerns. My grandmother was ultimately forced to walk long distances to the aircraft, which caused her significant pain and distress that lasted for several days.The staff's sheer indifference is staggering. The expectation that a passenger with limited mobility should walk hundreds of meters to the aircraft entrance completely defeats the purpose of booking assistance. Emirates' approach to accessibility is not only negligent but outright dehumanizing.Their response to my formal complaint was equally disheartening. Offering 10,000 Skywards Miles as a “gesture of goodwill” felt like an insult. They failed to provide any transparency about their actions to ensure this does not happen again. This experience has left me with no confidence in Emirates' ability to care for its passengers, especially those with special needs.If I ever have to fly Emirates again—which is highly unlikely—I will bring my own wheelchair because their service cannot be trusted. For an airline that markets itself as a leader in luxury and quality, this experience was nothing short of disgraceful. Avoid Emirates if you or a loved one need any kind of assistance—they are unreliable, negligent, and dehumanising.One star is far too generous
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