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I booked a round-trip ticket from Athens to Mauritius for my 77-year-old mother through eDreams. The booking confirmation clearly stated that the entire trip was operated by Emirates, including the Dubai–Mauritius segments.However, when I contacted Emirates to arrange Dubai Connect services for her return flight — which includes an 11-hour layover in Dubai (arriving at 1:00 a.m. and departing for Athens at 11:30 a.m.) — the airline refused. Their reason was that the ticket number begins with 279, which they claim makes it an Air Mauritius ticket, even though the itinerary and all communication from eDreams identify Emirates as the operating airline.eDreams, for its part, has taken no responsibility to clarify or resolve this discrepancy. As a result, my elderly mother, who is fully eligible for Dubai Connect services under Emirates’ own policy (economy class, layover over 6 hours), is being denied the support she deserves.This experience reflects a serious lack of coordination and accountability between Emirates, its partner airlines, and third-party booking sites. For a company that positions itself as a leading global carrier, I expected far better communication, empathy, and customer service. I hope Emirates reviews how it handles codeshare arrangements and takes responsibility for passengers whose tickets are sold under its name.
I have recently flown to Phuket to visit my son who is now living over there, and overall the experience was pleasant. I thought the staff were attentive, and whilst the flights were quite expensive we did book last minute. Overall no complaints, although would advise bringing a packed lunch as the food is far from gourmet, no matter what they say!
The thing is, until you don't try, it’s impossible to judge the service. Especially where the human factor plays a huge role. Who knows what kind of crew you may face. For example, my experience was just fine. No flight delays, friendly and responsive crew, who know what they’re doing. A hot meal was provided too. Again sometimes it might be different…
I have flown Economy with Emirates from London to Dubai three times now. Every time the service has been poor. Some friends have recommended Emirates for service, but these are business class travellers. The most recent time I flew Emirates (October 2025 - 9.45pm flight time), the children did not get their meal until 1hr 15 mins after take-off. I didn’t get my meal until two hours into the flight. Later, I put my call light on to request a drink. The light was on for 30 mins - during which time flight stewards walked past several times - but nobody came to me. After 30 mins I turned it off as I had given up. British Airways is a lot better for service on an Economy flights. You get offered a drink within 30 mins of take-off and don’t have to wait 2 hrs to eat.
I booked and paid for a flight on behalf of my friend. We planned to travel together to India. Several months before the trip, she became seriously ill and was dying shortly before our departure date.I contacted Emirates by phone, email and through online forms to request a goodwill solution. I was finally told by Emirates Customer Affairs that she had to contact Emirates personally, even though she was on her deathbed and no longer able to communicate. After she passed away, I was then told that her husband had to contact Emirates instead and “prove” that he was her husband, despite the fact that I was the contracting and paying party.I provided all necessary documents, including her death certificate. The communication felt very cold and showed no empathy for the situation. Her husband was in deep grief and unable to deal with administrative matters, and I was left without any support.I also tried several times to submit a formal complaint through the official channels, but the complaint form did not work, so I used another form instead. I then received the response that the ticket had already been fully used, which was impossible. At this point, I had no functioning way to contact Emirates about this matter.I believe that bereavement cases should be handled with more humanity and dignity, especially by an airline with such a strong reputation.
Eventually found Mr Imtiaz Shaikh senior Manager at Emirates Skywards after a very very frustration 2 weeks of poor service from Skywards Team. He was professional, efficient and understood perfectly how his organisation had failed to look after a long time Emirates client. Sorted everything out in 1 day and kept me full informed. 5 Star service has resumed.. thank you Imtiaz, you are a credit to Emirates.
It would be great if Emirates offered some form of customer service. Their website is difunctional and when you call customer service they are pretty incompetent. I have in turn over paid for flights because they didn't come back to me in time with prices and I had to foot the bill. No apology. Had to chase them to book seats because their appaling website didn't work and pay for the privilege. I still have to call back to book return seats because despite their website showing available seats they are not available to book. 'Customer service' don't offer to take the information and book when available I have to jump through hoops to pay for a seat that I've already paid for. Last time flying with this bunch of over rated clowns.I gave them 1 star because zero wasn't an option.
We had booked 4 flights, Perth to Dubai, Dubai to Lisbon, Rome to Dubai and Dubai to Perth.First 2 flights were good, service was good and food was good.Last 2 flights- our pre booked seating was changed. I have a carer and she was not seated with me. I had booked an aisle seat so I can easily move out to the toilet due to my disabilities.The staff at Rone were not able to give us our original seating or even an aisle seat. Other members of our group also did not get their seats. Why book seats in advance when you change them? The food from Dubai to Perth was not good. Breakfast - poached eggs were rubbery and overdone, the bread was soggy and avacado was cooked. We could not have that breakfast.. Lunch was also not up to the mark.The air stewards and hostesses were polite and friendly.We were overall disappointed with Emirates. Once a great company, its standards have deteriorated.
Some of my luggage was badly damaged. I followed the proper procedures and they’ve done nothing but string me along for almost two years now. They still have the nerve to ask me to be patient. Theyre clearly not going to do anything about it. They don’t give a damn about their economy class passengers. I will not fly them again.
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