emirates.com

Infant denied food and plane leak

I raised a complain with emirates two weeks ago and haven’t heard a response. Unfortunately, despite being a regular flyer, I have had to resort to putting my complaint here in hope of a response. Myself and my family (Partner and Infant) had a very poor experience on our overall return leg of our trip, however the second leg from Dubai to London was horrible. Issue 1 - As you can see from the image attached, I was seated where a leak occurred. This occurred approximately 15 minutes after take-off from Dubai. I had dozed off and had woken to my socks absolutely soaked. I immediately raised this to the attendant who literally said "No no there is no leak". I then got out my torch, showed her the floor and showed her my socks. She did not apologise and simply stated "hold on please" and then said for us to use one of our blankets as the flight was fully booked and they had nothing else to cover this with. This meant that I had no blanket for my trip, had a constant puddle beneath my feet and subsequently, no socks. After about 3 hours into the trip, the blanket was quite damp and I had to continue sitting in an awkward posture. Issue 2 - Before take-off, after take off and at meal service we both asked for our infant meal (The Ella sachet you provided). On the first two occasions we were told this would be brought, it was not. Now despite the above issue, understanding it was busy with a full A380 flight, we were patient. On the third occasion my wife asked the attended assigned to the opposite aisle (Petite Brunette girl) for the infant food and said "No I cant" and literally ran off up the aisle (upward in sequence) and we had to then wait another 30 minutes to get the sachet. This simply isn't good enough, my baby was hungry, I was forced to use my blanket to sit in a puddle (which the other attending denied initially). I am awaiting a response to know how you will remedy this situation.

Date of experience: Aug 13, 2023