I booked a ticket with Emirates for around 2000 euros from COK to HAM approximately three months before the travel date for my parents. As my father is sick and they were new to air travel, I also booked wheelchair assistance for them. One day before the travel date, I contacted Emirates customer care, and they informed me that wheelchair assistance could only be provided if it was available at the airport on the travel date. Unfortunately, this information was not communicated to me at the time of booking.My parents began their journey from COK, but they did not receive any assistance from Emirates employees. In such cases, I expected that some staff members would be able to assist them. Upon reaching DXB, they finally received wheelchair assistance, but here's where the problem occurred. My parents needed to travel to Hamburg from Dubai, but the Emirates staff dropped them off at the Singapore Airlines gate. Fortunately, they overheard other passengers mentioning the country name and checked the monitor to discover the error. Since my parents are not fluent in English, I had booked wheelchair assistance for them. Eventually, they found an airport staff member, who happened to be a sweeper, and he helped them find the correct gate.Upon reaching Hamburg airport, there was no wheelchair assistance available. If Emirates cannot arrange proper wheelchair service, they should clearly mention this during the booking process. This experience has left me disappointed, and I cannot trust Emirates for wheelchair assistance in the future.
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