Review Time
⭐☆☆☆☆ A disappointing customer service experience I never imagined I would write a review like this about the company, but after five months of unresolved issues, I feel compelled to share my experience. I have been trying to get miles credited from a completed international trip for over five months. During this period, I contacted the customer service center at least five times. Each time, I was assured that the issue would be resolved within 48 hours. Unfortunately, nothing ever happened. Instead, I was shuffled between the company and its partner, with each claiming the other was to blame. There was no ownership, no accountability, and no resolution—just constant deflection. The experience with the customer service team has been extremely disappointing. Agents offer scripted replies, make promises they clearly cannot fulfill, and then disappear behind another vague “48-hour” timeline that holds no weight. Escalations lead nowhere, and follow-ups are ignored. As a customer, you are left feeling utterly powerless. This level of inefficiency is surprising for an airline that presents itself as premium. If this is how the company manages something as fundamental as loyalty points, I can only imagine how they handle genuine operational issues. To add to the frustration, this experience followed difficulties with connecting flight coordination and a complete lack of cohesive service among partner airlines. The entire system feels disjointed, outdated, and dismissive of customer needs. After months of wasted time, repeated calls, and no progress, I have lost trust not only in the loyalty program but also in the company as a whole. This is far from a premium airline experience. It is marked by bureaucracy, deflection, and silence. I would strongly advise anyone who values their time, loyalty, or peace of mind to think twice.
On a flight from Dubai to London, an elderly member of our group stumbled while getting up to use the restroom. The staff on board were incredibly attentive, assisting her promptly and ensuring she received the care she needed. Special thanks to the representative who helped her up and even surprised us with a gift for our two-month-old grandchild, which was the reason for our trip to London. We have consistently experienced exceptional service from the personnel.
This was a real letdown. I had flown with a different airline a few years back and had a much better experience. I was excited for this flight based on those memories, but I'm definitely not eager to book again anytime soon. We were offered just one drink over 7.5 hours and only two during the subsequent 10.5-hour flight. A passenger in front requested a diet soda, but was told that only tea and coffee were available. There seemed to be only one new flight attendant handling both meals and drinks, and it took her ages to serve our cabin. She appeared quite nervous and overwhelmed. They've completely lost my support.
Due to unforeseen circumstances, I had to cancel my tickets booked directly through the app. The total cost for two tickets to Jeddah was AED 2700. I contacted the customer service team to clarify the penalties for a refund, and they informed me it would be 75 USD per ticket, totaling AED 540, resulting in a refund of AED 2,230. I accepted this and submitted the refund request. However, the next day, I received an email detailing a much lower refund amount of AED 1,085. The breakdown was confusing: Fare refundable value: AED 680.00, Taxes and Surcharges refundable: AED 685.00, Total refundable amount: AED 1,365.00, Less refund charges: AED 280.00, leaving a residual refund value of AED 1,085. This lack of clear communication from the sales team is disappointing, especially considering the company's reputation for professionalism. It’s frustrating to receive such service after paying a significant amount.
Regrettably, I had to cancel my tickets booked directly through the app. My total for two tickets to Jeddah was AED 2700. I contacted the customer service team to understand the penalties for a refund, and they informed me it would be $75 per ticket, totaling AED 540, which I accepted and proceeded with the refund form. However, I later received an email stating the total refund would be AED 1,085 after deductions. This information should have been communicated clearly by the sales team. Given the reputation of the airline, this experience was frustrating and disappointing.
The best airline experience I've ever had! The staff welcomed us on board, and the seats were incredibly comfortable. The screens were large, giving a first-class feel even in economy. During lunch, we received complimentary water, and the menu was very affordable, featuring free water and cookies. I fell asleep and woke up just before landing. They kindly offered to take a photo and provided us with a small backpack as a gift.
Their air travel service is commendable, reflecting high quality and attention to detail across various aspects like cleanliness, food, and hospitality. I recently flew in business class and found the experience to be exceptional, though the pricing model could use some improvement.
As a long-time customer, this experience was particularly disappointing. I had booked a flight for December at nearly $13,000 but needed to change it to November due to a family emergency. I was charged an additional $4,000 for the change, despite the flight being mostly empty. There was no goodwill gesture or support during a tough time. While I hope others are cautious when booking, I've found other airlines to be much more understanding. This was a letdown from an airline I once trusted.
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