emirates.com

Incompetent lying staff that give you the wrong advice deliberately. Avoid and fly with Turkish airl

I wouldn’t use emirates again. My daughter is a student and going to study abroad. We spoke to a couple of customer support people who advised differently on how to book her ticket to take advantage of 10 kg of extra luggage with her being a student. We were told to go through student portal but it didn’t show her she would get extra luggage so we rang and went through it with them. The guy said it would show after we had booked it which we believed him thinking he must know what he’s doing working for the airline and that he wouldn’t lie to us. He had lied when it didn’t show up he fobbed us off with a non answer and put us through to someone else claiming they can help but they couldn’t. On raising a complaint they refused to give her the allowance entitlement and insisted it should have applied the way we did it but clearly it hadn’t. Not taking any ownership for their staff wrong advice. They won’t admit to their mistakes. They are greedy and just care for the sale and don’t care how they go about getting it they don’t care about good customer service. They also illegally took two payments for one ticket. We had such a headache to claim that back. We spoke to Sungita on 12/7/22 who incorrectly advised that she would sort it so we wouldn’t have to pay the £100 cancellation fee for their error. WeDidn’t hear back in the time frame she advised and when we rang back and spoke to Zubair on 14/7/22 he told us we had been advised incorrectly and needed to do the cancellation online. Why hadn’t she told us this? Also this guy was rude unapologetic and he didn’t care for our predicament actively refusing to help further. We ended up cancelling the flight all tougher and booking with Turkish airlines where my daughter got an even greater student baggage allowance of 40 kg.

Date of experience: Aug 25, 2022