Review Time
What a truly terrible airline. Portray a position of ‘premium’ and are anything but that. Customer service is so very poor, communication is non-existent. Emirates lost my luggage nearly 3 weeks ago and haven’t contacted me since - despite me completing the PIR process, sending 2 emails directly to them and a raising a complaint in a last ditch attempt to receive some form of acknowledgement. Travel with Emirates at your peril!
Customer service was slow in replying and didn’t offer any help or compensation at all. The emirate website doesn’t allow you to change your flights honestly. You can change your outbound and pay extra no problem but they change your inbound without asking you and give you no choice of keeping your original booked flight. Then they charge you again to change it back to the original flight time. Thieves!!!!
I booked a return car service through Emirates via their Cartrawler service. It was farmed out to JayRide. It was to collect my family of 4 from Dubai airport and take us to RIXOS in ABU DHABI. The pick up worked fine, (although they did keep us waiting in the terminal for about 15mins while the car arrived), but then the day before the return on the 4th Jan i received a WhatsApp stating the booking had been cancelled. I shared screen shot of the website showing it as confirmed but i got little help or interest from the rep at Jayride. He basically said contact the agent. I had no number for Cartrawler and Emirate's were of zero help too stating the service is managed by Cartrawler.In the end I wasted 2 hours of my last day of holiday trying to save this transfer.In the end I had to resort to buying another transfer from the hotel which cost me twice as much. So i am now down £200. Awful experience! I will never use Emirates, Cartrawler or Jayride again.I have screen shots of WhatsApp correspondence and all confirmation etc.
We've taken several Emirates flights now so I think I'm giving a pretty fair judgment of the airline when I say the main thing it has going for it are its planes -- the cleanliness and structure of the seats and the excellence of the inflight entertainment options. But that's about it -- the airline's PEOPLE are horrible, truly between below-par to downright unpleasant. From the anal-retentive check-in counter staff who was determined to be as difficult as possible about letting me bring on board one carry-on and one backpack (small laptop size, and which has definitely easily fit under the seat on countless flights, including other Emirate ones) to the cabin crew who NEVER answer the passenger call button, NEVER -- NOT ONCE. They are almost always brusque and take FOREVER to clear things (and then of course they completely ignore the call button). They unceremoniously walk down the aisle calling my child's name out loud to give her her kid meal. These are all instances which, taken together, leave a very sour taste in one's mouth -- after the latest encounter with said anal rep we will definitely avoid this airline in future and share our opinions with others.
This is an awful airline. First they delayed our flights and tried to keep us in Dubai for 3 extra days (I was going to a funeral and I informed them of this). Then when I put in my complaint they ignore you completely. I submitted my complaint on 19 Sept 2024. Today (03 Jan 2025) they still haven't even emailed or called to acknowledge my complaint. I have met every single criteria laid out on their website and they do not want to pay out. They pay good marketing people to get you to buy into their hype.
Subject: Ongoing Unresolved Complaint and Disappointing Customer Service ExperienceDear Emirates Customer Service,I am writing to formally express my deep disappointment regarding both an in-flight experience and the subsequent handling of my complaint, which remains unresolved after nearly seven months.On 03 January 2025, I travelled from Dubai to Nairobi with Emirates. During the flight, I was seated next to a very disruptive child, which made the journey extremely unpleasant. I brought this to the attention of the cabin staff and requested to be moved to one of several visibly empty seats. Unfortunately, these seats were occupied by passengers who were stretched out across multiple seats, and despite clearly pointing out the available options, the stewardess simply stated there were no spare seats and walked away without offering any further assistance.This lack of consideration left me with no alternative but to tolerate the situation for the remainder of the flight, significantly impacting what should have been a comfortable travel experience.Following my return, I raised a complaint through the appropriate channels. However, despite multiple follow-ups, I have yet to receive a resolution or even a meaningful response. In frustration, I submitted a further complaint regarding the lack of any feedback or communication. Again, there has been no reply.While I have always regarded Emirates as a reputable airline offering high-quality service, this experience has been deeply disappointing. Emirates proudly states its mission is to connect people, places, and cultures by offering safe, reliable, and comfortable travel experiences. Sadly, this has been my worst airline experience to date, and I am disheartened by both the in-flight handling of my situation and the subsequent silence from your customer service team.I sincerely hope this message finally prompts action, as I believe that even difficult experiences can be improved when met with transparency and accountability.
What happened? - We have booked a flight on 31-Dec-2024 because of the price difference- Flight is delayed for approximately 2.5hrs because the runway got closed to prevent planes from flying while there were fireworks- Crew served the initial food; Something wrong with the dessert (coconut-based)- Mid-flight, my wife started stomach aches, vomiting and going to the toilet- Flight crew asked questions and called ground doctor from Dubai on the situation- Gave medicine as prescribed and waited for results- Same problem occured, arriving in Dubai, ambulance and doctor is already waiting.- Missed our connecting flight because wife is too dehydrated and needs medication.- Emirates rebooked our flight for the next day- Emirates gave us voucher for overnight stay on one of their hotels close to airport with bus service to-and-from the hotel and airport. This includes free lunch (we arrived lunch time) and dinner.
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