Review Time
Never had issues with flights or in air service, just the responses and attitude of their csr on the website. Mislead, misquote and argumentative even when proven wrong regarding their skywards program. Would never use again without a lawyer checking their multiple level twisted rules. Contradictory and full of cracks for you to fall through. Awful people to deal with.
I got great compensation/service from Emirates a few months ago. I had booked a Business Class ONE-WAY flight from Bangkok to London via Dubai. Plane was delayed 4hrs at Bangkok AND I was downgraded from Business Class to the front seat in Economy. Also, I missed connecting flight to London from Dubai. So was put up in a 5* hotel for 15 hours with hotel restaurant meal vouchers. Next flight all good, in Emirates Business Class inc access to lounges and chauffeur to address in London. Compensation was a FREE RETURN (remember, I only booked a one way flight originally) flight in Business Class to use within the next year inc lounges and chauffeur etc both ways! This was all dealt with quickly and efficiently at Bangkok before I even left at the boarding gate! Can't be fairer than that! Looking forward to my FREE Business Class return flight BKK-LGW next year!
Emirates came to our rescue last week after ITA airlines lost our luggage in Rome to Franfurt flight, ITA did not respond to our queries and only on checkin of the Emirates flight to Dubai when the checkin staff ask us "only 1 bag?", we told him that ITA had lost our luggage and that the ITA lost luggage Guy had gone home, Emirates stepped in and made calls and said that they could not contact ITA but they would follow up our lost baggage so just go ahead and enjoy the flight, True to their word the bad turned up 3 days later in Jakarta and was delivered to our home, Thanks to Emirates, they were FantasticITA, well according to the tracer website they still looking for our luggage and we have not heard from them at all, EMIRATES, are the best, we had 4 flights with them in the space of a month and all services provided both on the ground and in the air were 5 starThankyou
Emirates broke my bag on a recent trip. After mispeading information at Melbourne airport and many phone calls I made a complaint via their online form.This was responded to. I was asked to provide a link showing the current market value of the bag and a receipt providing proof of purchase. I did both. The link was to a Myer website showing the sale price of $189 (normally over $300). To compensate me they offered $157 which is what I paid over a year ago.When I expressed my dismay and disatisfaction all they could state was "...I regret that you remain disappointed with our response and we regret that your expectations have not been met once again, we have nothing further to add other than to thank you for writing to us and for allowing me to restate our position..."No explanation of why they didn't provide compensation adequate for me to replace my bag.Not the response I expected for a $12,000 ticket. Will go back to Qatar and Cathay
We flew Emirates with our 7-month-old baby on EK352 and EK355, expecting a premium experience. Unfortunately, both flights were deeply disappointing.On EK352 (Dubai to Singapore), we had pre-selected and paid extra for seats with a bassinet. When we boarded, our seats had been changed without notice to a row with no bassinet. We were forced to hold our crying infant for an extended time, until the crew eventually relocated us to the very back of the plane — far from what we paid for. In-flight service was also delayed and chaotic.On our first flight EK355,Singapore to Dubai, the air-conditioning unit or something unkown above us was leaking water directly onto my baby’s and my face during the flight. When I informed the flight attendant, she simply said she didn’t know the cause and walked away — no apology, no resolution, no seat change.To make matters worse, I was unable to file a formal complaint through the Emirates app or website, as the form would not allow me to select a flight number.For a supposedly premium airline, this experience was careless, stressful, and unprofessional — especially for families traveling with infants. We expect an explanation and compensation.
We booked our flights (LHR–DXB–HKG) on 3 Jan 2025 for two adults, a 6-year-old child, and an 8-month-old baby. On 31 Mar, we selected seats 52A/B/C with bassinet for the baby, received email confirmation, and even reconfirmed via Emirates live chat. Everything seemed fine.The night before our flight (15 July, around midnight), while doing online check-in, we discovered our seats had been changed to 66A/B/C – no bassinet, no notice given. With only hours before departure, we contacted Emirates via live chat. The agent said the request for bassinet had been sent to the airport team, but we would have to check again later ourselves — no update would be sent to us.At the airport, staff seemed unaware of the request. We were told because we hadn’t paid for seat selection, the seats were “not reserved” — despite infant seating being free and previously confirmed. Eventually, they split our family up, giving only one bassinet seat far from the rest. We saw passengers without infants in bassinet seats. Only after take-off (over 2 hours) did they arrange a swap, and before landing we had to move back again. It was exhausting and stressful.To make matters worse, our stroller was returned in Hong Kong with no protective bag, visibly dirty, and scratched — something we’ve never experienced with other airlines.For our return flights, Emirates still hasn’t given a written guarantee of bassinet seating, only telling us to “contact the call centre.”This was our first time flying Emirates, and sadly it has been the worst airline experience we’ve had. For parents travelling with babies — double-check your seats multiple times before flying, and don’t assume confirmed bassinet seats will be honoured.
It has been more than 30 business days and I still haven't received my refund from Emirates. I've spoken to customer service everyday since the 15 business days and they keep telling me that the refunds team is looking into it. I can't seem to get anything from them except for that the refunds team is looking into it. If I could at least get a proof of payment or something from them then maybe I can follow a different route, but Emirates doesn't even allow for this.
I booked and assigned seats for a family trip 12 months in advance On boarding the the second leg of the flight I discovered that our family had been separated No one at Emerites seems to think that this is an issue and just refer to their policy that they can change seats and not provide a reason why If I was travelling with only my daughters this would have be a large safeguarding issue Cannot take the risk for future flights
We loved our flight with Emirates but had a massive problem when booking a car rental through their website. People should be aware of this, and my advice would be to NEVER book your rental car through the Emirates website/phone app.Emirates us CarTrawler as a third party to book your rental. People need to be aware of how bad they are (don’t believe me? Google CarTrawler reviews) - if you have any problems CarTrawler will not support you and will not offer any refund or compensation. And neither will Emirates - they will simply say CarTrawler is the provider of the service and to talk to them … which is impossible.We booked a vehicle costing $1,497NZD for part of our trip in Italy.When we arrived at Milan airport the car rental company would not accept my Credit/Debit card even though I offered to pay the €1,500 excess in advance.CarTrawler do not have any customer service number and you will deal with a ChatBot on their WhatsApp.The car rental company would not allow us to change the main driver name to my wife (whose credit card we made the booking with). They told us to contact CarTrawler. CarTrawler had no way to be contacted immediately and all emails, phone calls and WhatsApp messages on the day and for everyday after for two weeks went unanswered or simply advised that we hadn’t arrived with a credit card in the drivers name, had breached the T&Cs and therefore would not get any refund.Be very cautious about booking a car via the Emirates website or mobile app. They use CarTrawler as a third party to book rental vehicles. CarTrawler are cheats and I’ve never ever experienced such poor customer service anywhere else that I’ve booked a car.In my opinion, I don’t think anyone should EVER book a rental car through the Emirates website or phone app.
Travel can be overwhelming, especially through an airport as big as Dubai, but Emirates turned what I expected to be stressful into something surprisingly smooth. The staff guided me at every step- my questions were answered quickly, and I honestly felt cared for – not just like another passenger.That kind of attention is rare these days. “Fly Better” isn’t just a slogan, with Emirates it really feels like a promise kept. I’ll choose them again without a second thought.
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