Review Time
I booked business class with Emirates from London to India. Unfortunately, I experienced multiple inconveniences that significantly affected my travel experience. Firstly, the seat assigned to me on the flight had malfunctioning controls. The seat buttons were not working, which meant I was unable to adjust my seat properly throughout the journey. This caused considerable discomfort, especially on a long-haul flight where comfort is essential. The issue was sorted but after few hours in the flight. Secondly, upon arrival, I faced a frustrating situation with the Emirates airline arranged taxi service. The driver who approached me was holding a board with my name, but after loading my baggage into his vehicle, he informed me that I was not actually his customer. I then had to unload my bags and wait for another taxi, before loading everything again. This mistake caused unnecessary stress, wasted time, and inconvenience after an already tiring flight
I bought 3 tickets in January 2025.Then in August I had to cancel 2 of them.I contacted customer services online, they created a new booking for 2 tickets and then cancelled it so that refund can be processed.About a week after (really quick service!) Emirates asked for my bank account details and unfortunately I provided incorrect SWIFT code. Money bounced back to Emirates and they just kept on their bank account (good way to earn interest from money not returned to customers!).In September I came back from overseas trip and checked my bank account. I noticed that refund has not been transferred. I contacted Emirates multiple times to get information about refund transfer and unique reference number. They are useless, I could not get any information. they were only promising I would get money in couple of days / in a week / in 15 working days etc. Tomorrow never comes in Emirates.Then I reached out to the bank and provided screenshot of Emirates confirmation. My bank noticed that I gave incorrect SWIFT number. I went back to Emirates and advised accordingly early October.Emirates approved refund, but money still have not appeared on my bank account. Now they tell me it takes 15 working days to get unique reference number from their refund team (or they just did not transfer money and get this extra time to finish what they are supposed to do). Once I have unique reference number, I will either see money on my bank account or my bank can investigate where Emirates sent money to or where they are holding my money. That's insane. I am contacting them every day now and every single Emirates person cannot help.In terms of flights, not the best, but we did land, they did provide warm food. They do not go extra mile to help customers, but as long as I returned back and was fed, it was ok. What highlighted in Emirates procedures:1. If refund bounces back to Emirates nobody cares about this. good way to Emirates to earn interest on refunds not returned to customers.2. Customer services do not have access to refund details. it takes 15 working days (3 calendar weeks or longer if public holidays) to get unique reference transaction number. Refund team must be operating from Mars and they send spacecrafts to them.3. Customer services are reluctant to resolve issue. All they are trained is to say "wait for couple of days, I feel your frustrations, wait for 15 working days, I do not have this information, but I will reach out to refunds team and other excuses).4. Customer services are not escalating issues to management as my refund still has not been processed (despite being approved early October)Will continue contacting them every day .. I do not know any other way how to resolve it. Also if anyone knows where to publish more reviews, please advise. More customers should know about this.
I am writing to express my profound disappointment following my recent experience at the Emirates check-in desk, which has left me both frustrated and disillusioned with your airline.On [specific date of your flight], I was confronted by a check-in receptionist named Emma, who claimed to be the manager. Her conduct was unprofessional and disrespectful—raising her voice at us in a manner that was not only unwarranted but entirely unacceptable. This aggressive behavior was both embarrassing and distressing.My party was travelling with an Airwheel smart luggage carry-on, with its battery removed, in full compliance with Emirates’ policy. According to Emirates’ official UK website:“Smart bags within the cabin size and weight allowance for your route are allowed in the cabin as long as the battery is removable. The battery can stay in the bag as long as the bag is powered off completely. Please note that you can’t charge the bag on board.” I ensured the battery was removed and the bag powered off, with intention to comply fully with your guidelines. Despite this, Emma outright refused to accept the luggage without any valid justification.This decision directly contradicted Emirates’ stated baggage policy and caused considerable inconvenience. As a result, I suffered monetary loss, including: • Extra expenses incurred from re-booking or changing baggage arrangements at the last minute. • Time lost and unnecessary stress due to Emma’s refusal, which disrupted my travel plans and schedule. • The emotional toll of feeling treated rudely and unjustly, especially when I had followed the guidelines to the letter.I am extremely disappointed by the treatment received and the fact that Emirates staff failed to uphold the airline’s own policies. This experience has profoundly damaged my trust in the customer service standards of Emirates.As a consequence, I intend to avoid using Emirates in the future and will be advising others to reconsider their travel plans with your airline, unless the standards of professionalism and policy adherence improve significantly.I respectfully request a thorough investigation into this matter and appropriate compensation for the financial costs and the distress caused. I would appreciate a prompt response outlining the steps Emirates will take to remedy this situation.
I thought I was flying with a so-called “premium” airline. In reality, it was one of the worst travel experiences of my life. With a serious ankle sprain and unable to walk properly, I had booked special assistance. The result? Seven hours stuck in the middle of a standard row, with no possibility to stretch or elevate my leg. The pain was unbearable, the risk of thrombosis obvious, and yet no adaptation or proper care was provided. This is what Emirates calls “customer service”.The worst part was the cabin crew’s attitude. After hours of suffering, I briefly sat on one of the crew seats just to apply anti-inflammatory medication. Instead of showing the slightest understanding, the only French-speaking flight attendant came over aggressively, humiliating me and coldly repeating that it was “forbidden”. No compassion, no empathy, no humanity. Exhausted and in tears, I felt completely abandoned, treated like a burden rather than a passenger in medical distress.The contrast with my outbound flights was shocking: on Seychelles–Dubai, I had received attentive service, extra care, even a complimentary upgrade. On Dubai–Paris? Nothing. No empathy, no professionalism. As a pathetic attempt at “compensation”, the same flight attendant later handed me two chocolates – a gesture that felt insulting rather than comforting.Upon landing in Paris, my condition was so bad that I had to go straight to the emergency room. How can an airline of this scale let a disabled passenger suffer for seven hours in such unsafe and inhumane conditions? Emirates sells itself as luxury and comfort, but behind the glossy image lies a cold, heartless reality: dreadful service, incompetent staff, and a complete lack of respect for the dignity and health of its passengers.Flying with Emirates was humiliating and traumatic. Any airline that allows a passenger with a medical condition to endure such pain and neglect inside a brand-new Boeing does not deserve its reputation. Emirates is to be avoided at all costs if you expect even the minimum of humanity, professionalism, or care.
Flew between Lusaka and London, the services was poor and limited as cabin crew focused on socialising. Additionally, my luggage went missing and Emirates opted to blame other passengers. As well as made no real effort to remedy the situation.
I booked tickets through Atlas.Travel (Agency Confirmation #: B4G99O), but they were cancelled at the airport without any prior notice. I had no alternative offered and only have the email confirmation from the agency. This caused a lot of inconvenience.I hope Emirates addresses this issue and improves communication with passengers.
My partner was sent to Mauritius to work on behalf of the Kenyan Government with a sub contractor called Chelagat she was working in a rural area in the mountains all was fine while they were working.Yesterday she was due to fly home on Emirates she managed to check in on line but when they arrived at the airport. After waiting in line for more than an hour to lodge her bags she was told the flight had closed, this was an hour early. she proceeded to the Emirates customer service desk where the staff did not care that she was going to miss her flight home to Kenya where her 11 year old daughter was waiting for her.She was lucky that some of the other women working with her knew a guy in Mauritius where they could stay for a couple of days.last night she found out that the tickets her and the other women had been sent were fake tickets.they reported it to the police who told them they knew the guy and that he was a ghost not only had he scammed 3 women sent to help the poorer people in his country but he has also scammed numerous people in Mauritius. today I spoke with emirates who appear to have been train in the art of extremely poor customer services to the point of being rude. Their attitude was we can help her as long as she pays £1300 for another ticket when I questioned the cost and reminded the call centre operative that I had just told him she was stranded with no money I was told they cannot help even if it caused them a whole pile of bad press. I even had a young lady in India who told me it was not her fault my partner had been scammed. I think even Putin has more commpassion than emirates customer services.Please ensure the CEO of Emirates sees a copy of this review and would like to hear his views.
Extremely disappointed with Emirates and how they’ve handled our situation.Four days ago, my partner contacted the Emirates contact center using the phone app and the online chat to request basic support because i had cosmetic surgery and we were flying home. We weren’t asking for much just some help with luggage and a wheelchair so I wouldn’t have to walk the full length of the airport increasing unnecessary fatigue. Nothing complicated.This morning being the morning of the flight, we were called at 8:30am and asked to have my surgeon urgently complete a MEDIF form. So we rushed to the hospital, got it signed, and emailed it back urgently at 10:50am — only to get an email reply at 11:18am being told it was too late because the Medical Department hadn’t received the document 48 hours prior to our flight.What kind of system or service is this? There was NO mention of this document or timeline prior in the chat or the 48hours in this mornings phone call, and now my check-in is blocked with a note stating our only option is to cancel and rebook the entire connecting flights home- which were meant to be an amazing first time experience and treat to ourselves in business class. After many calls there was no way to speak directly to the medical team or way to cancel the medical support requested. Keep in mind I still have my fit to fly certificate from the surgeon. To top it off, I contacted the surgeon directly to see if he could support. He kindly wrote ANOTHER letter confirming that completing the form 48hours earlier would not have been suitable and that I was fit to fly just to add additional support for my request, but Emirates wouldn’t acknowledge it.(I would also like to add he is a busy surgeon who kindly fitted me in his busy schedule. )Emirates even your OWN staff said I was visibly fit to fly and next time don’t tell the airline which of course due to fear of losing flights puts others at risk. I was told that I was the 3rd person that week, to me it’s starting to sound like a money revenue scheme and fishy!!! Especially when not everyone is having a streamline and transparent experience as my friend simply messaged the call centre app a month earlier, received a reply stating someone would be waiting for her at the check-in counter and all she did was show her fit to fly certificate from her surgeon. NOT YOUR DOCUMENT or MEDICAL DEPARTMENTS TERRIBLE COMMUNICATION. 👉 consideration to others: DO NOT declare medical needs unless it’s life-threatening or you need medical support on the flight. It creates more stress, they have zero communication or accountability. #heavenly out off pocket, deeply upset and shame on you Emirates!!
We pre-booked a bassinet with Emirates well in advance, specifically for our one-year-old, only to be told onboard that he could not fit in it. Instead of offering a practical solution, the staff’s response was to push us into paying for an upgrade to a larger seat — while my wife was forced to sit with the baby strapped to her for the entire flight.At no point during booking or pre-departure was the bassinet’s actual size or weight limit communicated. Had we known, we would have booked our child his own seat with a car seat from the start. This lack of transparency caused unnecessary stress and discomfort on a long-haul journey.To make matters worse, the crew we dealt with were rude, dismissive, and showed no genuine willingness to help a family traveling with an infant. Their attitude made a difficult situation even more unpleasant.Strongly advise against flying with Emirates if you’re traveling with a baby — especially if you’re relying on their bassinets. Other airlines, like Singapore Airlines and Virgin Australia, provide larger bassinets that go up to 16–18 kg, and their crews are far more accommodating to families.Verdict: Misleading information, zero empathy, and unhelpful staff. Not a family-friendly airline
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