I would have given 0 stars if that was an option.I am deeply dissatisfied with the service provided by Emirates. After booking flights from the UK to Japan via Dubai for our family, and therefore choosing inflight meals, we were alarmed by the lack of consideration and accommodations for passengers with serious nut allergies. Our son has a life threatening nut allergy (not a life choice) requiring an Epi pen but Emirates failed to offer any nut free options. We then researched more and found out that they would not stop serving nuts onboard neither would they ask other passengers not to bring nuts onto the plane, thereby putting our son’s life at risk. In this day and age, how is this acceptable? We have flown with other airlines and not had a problem at all, they have been more than willing to ensure our son’s and other passengers safety. In response to this serious concern, we promptly asked Emirates within three hours of booking, to cancel. However, we were shocked to be met with an exorbitant £800 cancellation fee, despite explaining the seriousness of our situation. We asked to escalate this to a Manager and were told this wasn’t possible. We have since sent two email complaints and Emirates have shown a disappointing lack of empathy by refusing to waive the fee/alter their policies. This stance stands in stark contrast to the policies of other airlines, which prioritise passenger safety and offer leniency in similar circumstances. It is unacceptable that Emirates priorities profit over the well-being of its customers, leaving us feeling both disregarded and financially burdened. In addition to this, if our flight had originated in the USA, we would have been able to cancel with no fees irrelevant of the reason. We have been researching online, issues other nut allergy passengers have faced and it is appalling. I urge people with a life threatening nut allergy to look after their safety and NOT fly with Emirates, as they are discriminatory to this condition.
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