Review Time
Just flown from Heathrow to Tokyo (via Dubai) and back to Heathrow from Osaka (again via Dubai) and genuinely can’t believe some of the other reviews.On all 4 flights the service and food were excellent. All flights were completely full yet the staff were really friendly and efficient and the onboard entertainment system the best I’ve experienced in over 450 prior flights. Seats in economy were comfortable (even with the person in front reclining theirs fully for most of the flights home) and had good legroom for the class of service. The cabin was kept at a sensible temperature unlike many airlines who seem to turn the heating up way to far.The flight from KIX to DXB was delayed 45 minutes due to a medical emergency with one of the passengers who had to be offloaded along with their luggage. At Heathrow there was a problem with stand availability resulting in an additional delay but in both instances (all clearly outside control of the airline) the issues were communicated in clear and timely manner, with regular updates.Would definitely use again and recommend to others.
TERRIBLE CUSTOMER SERVICE & ATTITUDE IF YOU HAVE AN ALLERGY - BEWARE snd fly with BA or Virgin who are both excellent in this department. We recently flew from Heathrow to Dubai. My daughter has a severe peanut allergy. On every airline we have ever flown with we advise of the allergy at booking, check in and boarding the plane. Staff are always empathetic, understanding, make announcement for passengers not to consume nuts and do not serve nuts. Not Emirates though, no no. They refused an announcement, advised me passengers could eat what they like as this was their policy and they were serving nuts on todays flight. They could not have cared less. My daughter was in a complete anxious melt down after this conversation. The next day, while in Dubai I managed to find an email address (this is no mean feat either), emailed them, 3 days later I received a call, much the same opinion and advice given, I asked them to go off and upgrade me and make an announcement on my return flight. The day before we travelled home I received an email from ‘Thomas’ on a ‘no reply’ email address that in short, told me we could not travel back home with emirates due to their policy and the fact I’d told them she had a severe peanut allergy.I will leave it there. Yes much stress/money spent in then having to find alternative flights home. Shame on you EMIRATES. Will never travel Emirates again.
Our experience with Emirates and their "Special Assistance" service at Dubai Airport was an absolute nightmare. Travelling with my elderly grandmother, who requires a wheelchair due to limited mobility, turned into a physically and emotionally distressing ordeal.On both 21 October 2024 (Dubai to Bali) and 29 October 2024 (Dubai to Johannesburg), we were abandoned without the pre-booked wheelchair assistance we desperately needed. Despite repeatedly requesting help, the staff ignored and dismissed us. This negligence caused us to nearly miss both flights, leaving us rushed, panicked, and scrambling to make it on time.The situation was worsened by the behaviour of an employee named "Grupan." His unprofessionalism, rudeness, and sexist attitude toward female passengers and colleagues were appalling. Instead of helping, he argued with me and dismissed our valid concerns. My grandmother was ultimately forced to walk long distances to the aircraft, which caused her significant pain and distress that lasted for several days.The staff's sheer indifference is staggering. The expectation that a passenger with limited mobility should walk hundreds of meters to the aircraft entrance completely defeats the purpose of booking assistance. Emirates' approach to accessibility is not only negligent but outright dehumanizing.Their response to my formal complaint was equally disheartening. Offering 10,000 Skywards Miles as a “gesture of goodwill” felt like an insult. They failed to provide any transparency about their actions to ensure this does not happen again. This experience has left me with no confidence in Emirates' ability to care for its passengers, especially those with special needs.If I ever have to fly Emirates again—which is highly unlikely—I will bring my own wheelchair because their service cannot be trusted. For an airline that markets itself as a leader in luxury and quality, this experience was nothing short of disgraceful. Avoid Emirates if you or a loved one need any kind of assistance—they are unreliable, negligent, and dehumanising.One star is far too generous
On my wife's recent trip from Dallas/Fort Worth International airport to Dhaka, Bangladesh she was not allowed to carry a very small carry on luggage. They tagged it and said she will get it in her final destination. After arriving there she noticed the carry on luggage has a big cut. Now she will need to buy another luggage to carry her stuff for the return trip.I want Emirates to compensate for the luggage. Also stop this practice of putting such a small luggage in the main luggage handling area of the plane
I recently flew Emirates Airlines on a round-trip Business Class ticket from Singapore to London, connecting through Dubai. Having frequently flown with top-tier airlines like Singapore Airlines, Cathay Pacific, ANA, and Qatar Airways, I expected the same high standard from Emirates. Unfortunately, I couldn't have been more wrong.On my return journey from London to Singapore, I was unpleasantly surprised at check-in. I was informed that my Business Class ticket did not include access to the Business Class lounge or the car transfer service — benefits I’ve always experienced in this class, without exception, on other major airlines. When I asked why, I was curtly told by the counter staff that "the class of ticket" I had booked did not include these services. It was apparently buried somewhere in the ticket's terms and conditions, which, according to the assistant, I should have read thoroughly.Let’s be clear: this was a full Business Class ticket purchased as a single booking, with no point-based upgrades or changes. Yet somehow, Emirates decided that “Business Class” for my return leg would mean fewer privileges. I have never encountered such a ridiculous arrangement. If I pay for a Business Class seat, I expect the full suite of Business Class amenities and services.To add insult to injury, there was no amenities bag provided on the Dubai-London leg. While this might seem minor, it’s another example of the subpar experience Emirates provided at what they call “Business Class.”For a supposedly premium airline, Emirates has missed the mark entirely. If Emirates is trying to tarnish its reputation, it’s doing an excellent job. This will be the last time I fly with them. I recommend that anyone seeking a reliable Business Class experience look elsewhere — Emirates simply isn’t worth it.
Well, where do I start.. An airline that actually prides themselves on being a family airline. Had high expectations travelling with Emirates and was I left hugely underwhelmed. I mostly fly with BA. They couldn't give a toss about young children. Firstly, my 5 year old child was allocated a seat by herself in another row whilst her mother, sister and dad sat another row away. Had to make numerous calls every person said I'll email the airport and we'll here back - never did. At best, the CS team were unreassuring, blaise and lacked any morale understanding of the situation and the stress this adds the the start of the holiday experience. I understand the flight was full, but this should never happen. Secondly, most airlines have small headphones for kids and an activity pack. My child was just given an empty bag on the first leg and on the second leg, we had to ask for the headphones 3 times. Staff on the second leg were grumpy and clearly lacked any basic training when dealing with people. I kindly asked for a tea where the response I got was "wait for trolley" which was ready to start and 50 minutes later, no tea. I approached the staff and explained what happened, credit to him, he was good, apologised and offered tea. Thirdly, snacks.. most unreputable airlines have these.. don't expect anything but the standard food. They only have there 'savoury sticks'. To me, it seems like their snack purchaser were either duped or burnt their taste buds. They offered a really old pack of digestives sitting in the back of thier draws rarely opened for emergencies. Snacks and drinks requests are just a pure drain the cabin crews. This is a airline that puts profits over service. An airline that puts huge money into marketing their budgets but lacks the basic concept of exceptional customer service leads to more sustain business. On a positive note, the main food is pretty decent, but the lack of snacks is quite cringeworthy.I have seen how this airline is now on a downwards trajectory. BA, who I have flown with regularly, is miles ahead of Emirates in customer care, from my experience although their food is mediocre at best.Based on my experience, if you have a family do not fly with this airline. If you want grumpy staff, wait ages for tea, eat tasteless snack or no snacks and just a substandard experience pay for Emirates.The is a Jet Airways with a huge brand awareness. Don't be fooled, if you've booked with Emirates manage your expectations!
Paid for an extra legroom seat to and from Dubai to find as it was at an emergency exit it had less room than a normal seat because of the over hang from the door. Complained to Emirates who took 3 months to respond . They told me I should have looked at the Terms and conditions when booking the seat as it states that ‘sometimes exit rows ending in A and K when located near an emergency exit may have legroom restricted ‘. There was no mention of this in my receipt for booking. Literally nothing at all and Seat 80A has extra legroom seat next to my booking . The only mention of a legroom issue is located if I read all the way through the terms and conditions to clause 8.8 !! Yet they still charge for an extra legroom seat room seat Furthermore they told me ‘they believe they are an industry leader not only in style and content but also in transparency and ease of use in the booking system !!Really!!! So it appears that all emirates customers now need to read through all the many pages of T and C’s to confirm you are actually getting the service you have paid for. Make sure you aren’t ripped off in the same way. Shameful behaviour from a premium airline
Flying business class with Emirates for the first time was a revelation—a reminder of how air travel can still feel like an experience, rather than just a means to a destination. From start to finish, Emirates truly lived up to its reputation for excellence.The Emirates Experience: Stepping on board, I was warmly greeted by the crew, whose attentiveness and professionalism set the tone for the entire flight. The cabin was immaculate, with every detail crafted for luxury and comfort. Emirates’ business class truly feels like a return to the elegance of a bygone era of flying, where the journey itself is an occasion.The Seat and Cabin: The seat was spacious, adjustable to a fully flat bed, and designed to maximize privacy and convenience. There was ample space for everything I needed, including a large entertainment screen with an impressive selection of movies, TV shows, and more. It felt like a private retreat at 35,000 feet.Dining Onboard: The food was nothing short of exceptional. The multi-course menu featured beautifully presented, gourmet-quality dishes that could easily rival a fine dining restaurant. Every meal was accompanied by an impressive selection of wines and champagne, thoughtfully curated to match the cuisine. Even the smallest details, like the freshly baked bread and signature Arabic coffee with dates, made the meal feel special.Service Excellence: The Emirates crew went above and beyond, attentive without being intrusive, always ensuring that every need was met. They seemed genuinely passionate about creating a memorable experience for passengers. This level of personal care and commitment to quality is rare in modern air travel.In Summary: My first flight in Emirates business class was a journey I’ll never forget. From the incredible food to the luxurious, well-appointed cabin and stellar staff, every moment felt like a celebration of the joy of travel. Emirates has set the bar high, and it’s easy to see why they’re celebrated worldwide. If you’re looking for a travel experience that blends modern luxury with a touch of old-world elegance, Emirates business class is truly a cut above.
Nothing wrong with the flight itself, even if I would have expected more overall. However, the customer service is unexpectedly disastrous. In detail: We flew from Hamburg to Tokyo and from Tokyo back to Hamburg. Our luggage consisted of, along with other luggage, our bicycles packed in standard bicycle boxes. These are boxes in which bicycle manufacturers ship their new bikes all over the world. This went smoothly on the outward flight. On the return flight, however, they wanted us to sign a waiver for damage at Haneda Airport in Tokyo because the packaging was supposedly not suitable. This has never happened to me with any other airline, not even with budget airlines like Wizz-Air.My subsequent complaint via the website was rejected three times with a standard text about bicycle transport (statement: We can take our sports baggage with us, but should register it 24 hours in advance the flight). So the answer to a completely different question. Possibly some AI that only reacts stupidly to buzzwords. Quite a frustrating experience for the customer in any case. If possible, we will avoid Emirates in future.
As a weekly traveler from Dubai to various destinations, Emirates consistently delivers a flawless experience that meets the needs of frequent fliers.What I Love About Emirates • The check-in process in Dubai is automated, smooth, and fast, allowing me to arrive just an hour before my flight and still make it comfortably. • Even in economy, the seats are spacious enough to feel comfortable, especially for those needing a bit more room. • The Dubai lounge offers an impressive variety of food and drinks, along with well-designed smoking areas—a perfect place to relax before takeoff. • Long-Haul Business and First-Class: The A380 experience is exceptional, with luxurious seating and a bar that elevates the journey. • Consistently high-quality dining options across all classes. • Onboard Shower in First Class, A unique, refreshing perk on select flights. • Economy seats are comfortable, and the in-flight entertainment is always engaging.Areas for Improvement • Internet Connectivity: While Emirates excels in so many areas, improving the onboard internet would significantly enhance the experience, particularly for those who need to stay productive in the air.Emirates sets the bar high in the airline industry, and make it difficult to book with other airlines.
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