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Recently, we (me and my wife) took a roundtrip (start Sept 2024 and return Dec 2024 by business class). The services ( flight attendants, food, beverages and food and entertainment etc.) were excellent. Overall the service was great once you are inside the plane! We were disappointed with two things - credit of miles to partner airlines (United) and the rigidity of their website and customer service (very difficult to put partner frequent flier numbers on Emirates website even after purchasing the ticket through them!). Also, customer service was not much of help. Emirates simply told us to contact partner airline United) to get the miles. They really did not care in this regard. I have travelled by business class in other lines (Qatar, Ethihad, Singapore and the mileage credit was no issue at all unlike Emirates. In my opinion, they can improve this aspect. Overall, in my opinion, among the airlines I travelled by business class, Qatar is slightly better. If Emirates can improve the customer service then they will be the best.
I have used Emirates for the last 15 years ,but experienced a bad injury to my arm on my flight from Dubai to Phuket on the 11/12/24 , i have had considerable pain in my back from jarring it. I filled out your customer complaint form on my return to the UK in March 2025. Unfortunately i have had no reply to the customer complaint form below , unless i hear from you in the next 7 days i will take my complaint to ABT. Emirates Second head imageFly BetterPlane Dear CustomerThank you for submitting your Feedback-Complaint enquiry. We'll review the details you provided and contact you as soon as we can.For your reference, please find a summary of the information you submitted.Personal InformationTitle MrFirst name PaulLast name CotonCountry of residence United KingdomContact DetailsEmail Phone number Mobile: +4407875390317Ticket DetailsDeparture date 11 Dec 2024Departure airport DubaiArrival airport PhuketFlight number 0378Ticket number 1766355682845Travel class EconomyFeedback DetailsFeedback category Inflight ServicesComment Hi i am writing about a incident that happened on the above flight. I went to use the restroom and cut my arm on piece of metal sticking out , flight attendant cleaned and dressed the cut on my arm. I have had back pains since twisting my body i am due to see the doctor about my back, i have delayed this compliant ,because i had a pacemaker fitted the day after my return to the UK on 4/3/25. I also filled this form out a week ago, but have not received a reply. Can you please email me to confirm you have received this compliant The Emirates teamLast Updated (in GMT) : Tue 18 Mar 2025, 10:07RegardsPaul Coton
I had a terrible experience with Emirates in December 2024. I had booked a flight from Dublin to Auckland and paid over 1,400 euro for a one way flight. I had used a promo code to that was giving 10% off the original fare which was over 1,500 euro. When I got to the airport in Dublin the man on the desk who appeared inexperienced asked me for a student card. I did not have this student card on my person. He insisted that I could not board the flight if I didn't present a student card as apparently the promo code I applied at the time of booking was for students. He called one of the female staff over who was shouting very loudly "I need to see a student card" as my ticket was null and void without a student card. I thought how ridiculous is this situation when I have already paid 1,400 euro. Is the plane non functioning wihtout my student ID, is the seat now not available to sit in without the student ID? The emirates staff were very insulting to us saying we have to check in 300 people who are "actually prepared" and to "move to the side" Another man was sent to deal with us who was the most rude individual. He was in a navy blue suit and had tattoos on his hands below the cuff. Another lady in an emirates uniform handed me a mobile phone to talk to someone in Dubai. How could the situation not be handled in Dublin? Are the staff not competent? This woman in Dublin was very condescending also and to top it off she was chewing gum. Chewing gum is the height of ignorance in such a high established brand I would not even expect this from Ryanair.I'm not against tattoos but I believe a customer facing role for a golbal brand such as emirates is letting their professional image take a huge slide. Not one member of staff showed an ounce of empathy or wanted to help. Not one person apologized that their hands were tied nor showed any sincerity toward me.I know I forgot the student ID but having no solution other than issuing a new ticket with such harsh financial penalties is a marketing ploy to catch vulnerable people out. A student card is easily forgotten when there are so many other things to remember when travelling such as passports etc. I also was not sent a text or email to remind me about it.So because of this situation they said I needed a new ticket that would be priced for that day and not at the time of booking, which is another scam. They charged me 921 euro on top of the 1,400 I already paid to get on the flight to Auckland.How is a student supposed to come up with this sort of money on the spot?I was sick and heartbroken as it put a dampner on this trip. The response I got from customer service was pathetic saying their records showed the staff helped in issuing a new ticket and see you in the future. I couldn't believe it. All they did was help empty my pockets. Why on earth would they think I would ever go near this airline again. Emirates are money grabbing, greedy and rude.A message to all travellers avoid Emirates at all costs.
I had a horrible experience with Emirates Airlines regarding my damaged luggage during my flight from Cairo to Dubai. I traveled in First Class with an expensive bag that they broke. While still at the airport, I contacted them, and they directed me to their website to submit a claim form. I trusted their process, followed the steps, and submitted everything, including photos of the bag before and after the damage.After waiting for over a month with no response, I contacted their customer service multiple times, only to be told it might take over a month just to get an answer. Today, I received an email from them claiming they are not responsible for the damage and that it’s “my own responsibility.” This is completely unacceptable.To make matters worse, I cannot even respond to their email, as their system blocks replies. This lack of accountability and communication is shocking for a company of their reputation. Flydubai, in contrast, has always taken responsibility for such issues in the past.I expected much better service from Emirates, especially traveling First Class. I have all the evidence—boarding pass, luggage tags, and clear photos of the damage—and yet they refuse to acknowledge their fault. The broken luggage is not “minor damage,” as they claim. It’s completely unacceptable for Emirates to avoid responsibility like this.This experience has been beyond disappointing. I will think twice before flying with Emirates again
flew with Emirates from Glasgow to Thailand on 4th Dec returning on 27th Dec. All flights were great. Had lovely food and ample drinks to pass the time. Cabin crew were wonderful, friendly, and helpful. Planes were all a380s very smooth and comfortable and all flights were on time. Absolutely great and fantastic flights.
Not only did I lose a seat I paid extra for, but was instead given a seat that had a broken recliner. For 17 hours, the seat was bouncing back and forward and due to the flight being fully booked, they had no alternative. This resulted in lower back injuries and upon complaining to Emirates, I received no response. I have since consulted with a lawyer.
I had an extremely terrible experience with Emirates Airlines.On December 4th, 2023, I had a flight from Hanoi to Frankfurt.On December 3rd, 2023, I wanted to upgrade to Business Class, but due to a payment system error, I was unable to complete the transaction.The Emirates staff in Hanoi told me that I had to purchase a one-way ticket that was twice as expensive as the round-trip tickets I had already bought for myself and my child—just to ensure I could return to Germany on time.On January 15th, I wrote a letter and called Emirates repeatedly. They told me to wait, acknowledging that it was indeed a system error. However, after one month, then two months, then a year—almost every month I kept calling Emirates, but there was no resolution.I requested a refund and compensation, but they completely ignored my request and kept passing the responsibility from one staff member to another.Now, a year and a half has passed, and I still have not received the money I paid—twice the price I should have paid, when in fact, I should not have had to pay extra at all.
Emirates are our preferred airline whenever possible. They are very efficient, the planes are always clean, the staff are always pleasant and helpful. There is a great choice of in flight entertainment and the food is (usually) excellent.Just had our first connecting flight (Gatwick to Dubai, then Dubai to Mauritius (both Emirates flights), went like a dream
Don't bother booking with this POS company. First flight out of four encountered rude staff who clearly didn't want to service their customers. Responding to myself and others after half hour of pressing call bell. Daughter had broken headphones, response was I'll try get back to you. Never did. 2x alcohol drinks on a 14 hour flight, 1x alcohol drinks on next 7 hour flight. No option to buy anymore. Put a complaint in a month ago, haven't so much had a reply. Do yourself a favour, book any other airline other than these dirty scum. Never flying with them again, had better service on all budget airlines, paid extra and felt like a third class passenger on the Titanic.
My wife was flying from Glasgow to Eastern cape South Africa.On return flight from East London to Johannesburg the flight was diverted to kimberly due to sick passenger.Arrived late in Jhb and missed flight to Dubai.Approached the Emirates counter and showed a letter from flight explaining delay was due to an ill passenger.The whole return flight was on one ticket.Emirates response to a 70 year old on their own was you missed the flight your ticket is void unlucky.NO help whatsoever .I too feel like the many dissappointed Emirates never again.The travel agent arranged a return flight the next day with the opposition.The hotel and flight cost us an extra £1200
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