Review Time
Denied boarding at Gatwick 19 April. Gate staff clueless as to what to do. Said they could not tell my wife and I when we might fly. Told us to book a hotel and to keep receipt. We should phone Dubai to reschedule. No one answered phone on the Friday. Back to airport 0730 on 20th. Same hopeless responses. Eventually got through to Dubai. Three times disconnected. Told all flights full. They said they would book me on Cathay but never did. In the end we paid ourselves for new flights with Cathay. No communication from Emirates to say transit passengers would not be allowed to fly. Still no email or refund from Emirates. Then they cancelled our return ticket. Fifty minutes on chat to fix Awaiting refund. Absolutely a dreadful airline.
Ref MUHWP6Just recently landed Friday 19 th April having flown from London Heathrow to Mauritius . Sincerely impressed by Emirates - have to say had two beautifully run flights - whilst the staff must have been under significant pressure due to obvious logistics, given the rain storm, flight rescheduling, and additional longer hours and less crew available - they all did a brilliant and extremely professional job. The airport was under pressure, as was seen on reports however Emirates accommodated travellers with notified free food outlet options for all travellers which was a helpful solution. Even though we were seriously delayed due to the onward connection, as there were cancellations Emirates did incredibly well. Well done cabin crew - particularly the Dubai/Mru leg - thank you Feliciano Alba, Sergije Simenovic and Steven Buckland for looking after us so well during a somewhat tiring journey you all did a great job.
My ExperienceOn April 19th, my wife Aine Byrne and I were scheduled to fly from Dubai to Tokyo on flight EK0318. Unfortunately, the flight was canceled, leading to severe inconvenience and distress. Here’s what happened:- **28 Hours Stranded at the Airport**: We were left stranded at the airport for an excruciating 28 hours without any adequate information or assistance from Emirates staff. - **Lack of Support**: Despite the long wait, we received no proper care, information, or alternative transportation options. This neglect left us with no choice but to purchase another flight at our own expense to reach our destination.
An absolutely diabolical lack of any information or support offered to passengers stranded in Dubai since Tuesday. Emirates staff is nowhere to be seen and when you do miraculously get to speak to anyone they can’t give you any answers. You can’t rebook your cancelled flight online, you need to queue for hours at Connections desk where sparse numbers of staff take about 40 minutes to deal with a single customer as they need to ring through to their call centre. Hundreds of flights got delayed and thousands of people spent two nights on the floor and being offered no assistance whatsoever apart from occasional meal voucher that gets you a bottle of water and a packet of crisps if you’re lucky. My original flight to Manchester on Tuesday night kept getting pushed back until finally got cancelled 13 hours later and all delays were only communicated via a screen at the departure gate. Then was told to queue for hours to get booked onto another flight. No available flights to Manchester for a week apparently so got booked to go to Stansted. Unfortunately the same thing happened. The departure time kept getting changed as well as the departure gate. Did over 15k steps walking between three different terminals for the flight to be finally cancelled at midnight. Again no assistance offered, had to queue for 7 hours to be booked onto Heathrow flight which is now again being repeatedly delayed so most likely will get cancelled again. Still no communication from the airline, no staff at the gate and the changes only get communicated via the gate screen. Absolutely diabolical that you can treat your customers like this. Fully appreciate these are unprecedented circumstances but the lack of any communication or support is despicable. I would never use Emirates again
Abysmal customer service from the moment we got on the flight at Manchester airport. Staff not interested in their passengers, ignoring passengers request for assistance and more or less calling one lady a liar when she reported an issue with a faulty seat. This was just the start!!!!#Emirates do not live up to their reputation as a premier long haul airline. We received an email this morning cancelling our flight back home through dubai this evening (21:00 Aus time) which we understood given current issues in Dubai. However #Emirates get worse from their. Their customer service is non existent, they referred us to our travel agents and washed their hands with us. When we contacted #Trailfinders they contacted #Emirates who said they had it in hand and we should go to the airport.On arrival at Brisbane airport we were then told by the #Emirates customer services reps that they had no liability for getting us home, when asked about accommodation the #Emirates reps told us to "borrow and contact our family for support as it is nothing to do with us". I asked him if he expected us to beg and borrow from family and his response was simply "yes, we #Emirates have no liability or recourse for your situation.For a Premier airline they are a shower of s#@%, and we will not be using them again.I can't understand from why Emirates is held to such high esteem.
Been stuck in this airport all day with times changing for delays constantly. Not been able to get anything to eat because of times altering. No communication, no staff, only the cleaners and staff at the shops to reassure us. I understand the difficulties disruption from the man made rain that’s been caused but still expect more professional service. Hardly any sleep as we had to sleep on the corridor floors. We are one of many. Disappointed to say the least.Edited - finally got a flight to Brisbane the next day and no luggage - 4 days in and still no sign of our luggage. If you are planning to come to Australia from the uk via Dubai - choose another airline and location as they will still fly you in to it! This has spoilt our dream holiday that we have waited years for. Spent most of our time trying to track our luggage, can’t speak with anyone.
Given the recent bad weather in Dubai and the understandable delays, Emirates staff were professional and courteous at all time. In all, we got into Manchester just 3 hours late which was impressive.We finally got out bags today, 9 days later. We are very grateful for this.In future, Emirates could do more about communicating and updates to customers.No SMS update.No phone accessNo PIR number.Did have updates on the website.
If I could give it -5 stars I would. This airline does not know how to handle an emergency crisis, it is crucial for companies like them to prepare in case of emergencies. The flooding may not be “their” fault, but not knowing how to manage it is totally their fault. A company like Emirates should ALWAYS be prepared and have a plan for everything that COULD happen in the future. This disaster just proves how unsafe your passengers are under your hands. I will forever be traumatized by this experience at your main airport Dubai International Airport.Furthermore, I will write a short conclusion of what I’ve endured being locked in your airport.An expensive airline, in this case Emirates, should not cheap out on their costumers. This airline made PROFIT out of this crisis. Stranded passengers had to pay for their OWN FOOD. You are considered “lucky” if your one voucher works. During our two days stay in your airport we only got one (1!) voucher that could ONLY cover for the cheapest meal in McDonalds. Imagine being someone traveling on a budget, or someone that can’t go queue to different restaurants because of their disabilities. I’ve talked to many young and tired travelers - they all haven’t eaten for days because Dubai International Airport won't resolve the issue. The biggest issue in my opinion is Emirates and their airport-hub’s lack of communication and structure. We wanted answers and updates on what’s going on. No agent came to our gate at all! Dubai International Airport together with Emirates NEEDS to work on their structure and organization. The queue line to the Connection Desk (there were only four working ones in the whole entire airport during my experience) was awfully long. It could take the whole day just to get in touch with someone. I am wondering how the management thought that it still was a good idea after hearing complaints from many in the queue. The worst part was seeing people breaking down crying because of the awful management of Dubai International Airport and Emirates. Single travelers losing hope and feeling fatigued and hungry. Families with small children not knowing how to make it comfortable for their children because Emirates would not issue hotel rooms to us. In fact, Emirates tried their best to avoid paying for our accommodations. We know why you delayed our boarding every hour, so your company would not legally have to give us hotel rooms. That inhumane method limited costumers tremendously! People were afraid to leave their gates because of the fear of missing the “boarding”. My entire body aches from that disaster of an airport. I know that I am not the only one feeling that way. Emirates SHOULD reimburse everything we have spent in that airport - mobile data, food, extra underwear and clothes and food. The airport food was too overpriced for a normal traveler, especially someone stranded there for days. I would like to give appreciation to the flight crew and the airport personnel who actively worked in the airport. The HIGHER UPS caused this disaster. STOP having meetings about what future meetings should be about. MAKE a decision as soon as possible. COMMUNICATE with the people working tirelessly in the airport. PAY your paying costumers back Emirates.
My cousin recently travelled from Australia via Dubai to the UK before heading on to Budapest for a river cruise to Amsterdam, a tripOf a life time. My cousin arrived at Birmingham airport last Thursdays morning after 24 hour delay in Dubai to find no Luggage. Having tried for days, no answered phone, no email reply or able to online chat we went to Birmingham airport on Sunday morning to try and get answers they needed. We established eventually luggage was still in Dubai and will be for some time. Even when the luggage arrives in Birmingham it will take time to process due to limited staff in customs. Shopping trip needed so my cousin could at least enjoy their cruise. Shopping in Shirley & Solihull for 2 people on a 2 week cruise in just a few hours is a challenge. Buying everything from shoes, underwear, toiletries, full outfits & costing a fortune, challenge accomplished. My cousin’s experience has been a night mare after packing in Australia for some time for this trip of a life time. On top of this my cousin immigrated to Australian 56 years ago so this would have been our first meeting face to face. In stead of having an amazing time doing amazing things thanks to emirates our time was spent shopping and trying to get answers. I’m extremely disappointed with the airline which I have always perceived to be world class. We met a couple at Birmingham airport who were in a similar situation to my cousin who had traveled from Vietnam their flight had been diverted to London so they had to get a flight to Birmingham to pick up their car. The woman was so very upset I cried with her after hearing their experience. Since, I have spoken to a friend today who had same experience, a trip of a life time to Vietnam ruined a few months ago again luggage did not arrive this was well before Dubai weather conditions. Although I appreciate the problems in Dubai last week with unforeseen weather circumstances there are far too many unhappy customers. Emirates you really need to sort your logistics out as this is causing a lot of unhappiness for many customers who pay you well to give them experience they will never forget. I do hope you are addressing your problems as this is unforgivable.
I have been home from Melbourne booked business class and a week later I'm still waiting for my baggage. I totally understand about the problems in Dubai but I have personal things in my case. I am getting absolutely no updates from Emirates can't speak to anyone. Apparently things are back to normal now in Dubai so why am I still in limbo?
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