Review Time
I wish to express my dissatisfaction with my recent experience on Emirates Flight EK2185, scheduled for August 6th, 2023, from Dubai to Catania. The flight was canceled less than 24 hours in advance, which severely impacted my long-haul trip. This trip was booked through the Emirates website and was disrupted just hours before its departure due to the cited 'unforeseen circumstances,' namely a fire incident at Catania Airport, which had occurred three weeks prior.Being an aware passenger, I was cognizant of the previous flight cancellations to Catania and the airport's incapacity to handle extra-Schengen flights. Consequently, I had been diligently monitoring the situation, investing significant time and financial resources from a remote location in South Africa to stay updated and explore alternative travel options in case of an eventual cancellation.My distressing experience began when I found myself caught in a bureaucratic game of ping-pong between Emirates and Flydubai, the airline operating the flight. Both carriers appeared to evade responsibility and failed to offer me any practical alternative plans. The cancellation notification reached me while I was en route to the airport, necessitating an unscheduled stop in an area with phone reception to contact the Emirates call center, as per Flydubai's app recommendation.To my dismay, I spent over 30 minutes on the phone only to discover that Emirates was not presenting any viable options for reaching my final destination. Furthermore, their communication regarding alternative flights from Dubai to Italy was initially unclear—mentioning Rome or Milan—and later, limited to Naples, with no apparent connection to Catania. It was only after a protracted discussion that the call-center operator finally intervened, reconfiguring my entire reservation to a flight bound for Milan, just an hour before my scheduled check-in at Skukuza.This change, which was seemingly necessitated by Emirates' arcane policies, left me in Dubai without compensation for the additional time spent there. I was accommodated in a shared room with no meals, a circumstance that I managed to secure solely because my partner already had a reservation for a Dubai Connect service. Following the call-center operator's instructions, I had to personally book a new flight from Milan to Catania, incurring additional expenses.The overwhelming stress and uncertainty surrounding this ordeal marred a significant portion of my holiday experience. Furthermore, it resulted in illness, causing me to miss an essential medical appointment scheduled in Catania on August 7th. This entire episode proved to be nightmarish and deeply disappointing, an outcome I never anticipated from a company of Emirates' stature.I respectfully requested that Emirates recognized the hardships I endured during this journey, including the extra costs incurred due to the days of delay and the missed medical appointment. However, they just said they could do nothing...Maria (Nick's partner)
I recently had an unfortunate encounter with Emirates' customer service that left me deeply dissatisfied with their level of professionalism and willingness to assist. The incident occurred when I booked an upgrade, only to realize later that I was not eligible for certain services. Rather than receiving the understanding and assistance I expected, I encountered rude and unhelpful representatives who seemed more interested in ending the conversation than addressing my concerns.When I initially booked my upgrade, I was not informed about the limitations and exclusions associated with the service. However, upon discovering this discrepancy, I decided to contact Emirates' customer service in hopes of finding a resolution. Politeness and understanding were my primary expectations, but unfortunately, these were not met.The customer service representative I encountered displayed a dismissive attitude from the very start of the conversation. Despite my polite request for assistance and clarification, the representative seemed uninterested in helping me. Their lack of empathy and unwillingness to address my concerns left me feeling unheard and disrespected.What was most disappointing was the abrupt and unhelpful response I received. Instead of taking the time to softly explain the situation or explore alternative options, the representative simply thanked me for contacting them and swiftly ended the conversation. This interaction left a lot to be desired in terms of customer service standards and left me feeling frustrated and undervalued as a customer.In situations like these, it is crucial for customer service representatives to exhibit patience, empathy, and a genuine desire to assist their customers. Clear communication is also essential, particularly when it comes to informing customers about any limitations or restrictions on the services they are purchasing. Unfortunately, my experience with Emirates' customer service fell short in all these aspects.While I understand that every company can have occasional lapses in their customer service, it is disheartening when a renowned airline like Emirates fails to meet expectations. As a loyal customer, I had hoped for a more positive experience, especially when seeking assistance regarding an issue that was not entirely my fault.In conclusion, my encounter with Emirates' customer service was disappointing and fell short of what I would consider satisfactory. The lack of empathy, unwillingness to assist, and abrupt ending of the conversation left a negative impression. I hope that Emirates takes this feedback constructively and works towards improving their customer service standards to ensure that other customers do not have to endure similar experiences.
WARNING - Emirates policy deliberately makes you pay for seats just to make some extra money, at the risk of children aged 2-12. Budget airlines use this trick to make money; I thought a respectable Airline like Emirates would not - but I see from all the reviews they don't care. When the people you booked with used to be automatically assigned... I'm a little surprised they go out of their way to make money when children are involved.
This is a warning for families with young children. Their website states children below 13 years of age will always be seated with an accompanying adult. We pay extortionate rates as it is due to working around school holidays abd then to be told in order to be guaranteed seating together we have to pay extra. My husband and I decided as we have 2 flights to our destination it wouldn’t be cost effective and as long as my child is seated with me we would accept it us what it is. Emirates have failed to do and actually has the 3 of us scattered across the flight. With no effort on their part we have managed to get 3 end aisle seats so at least she’s in my view - my husband had paid the ridiculous amount for the second flight. I understand not all airlines support this but if you write it on your website, follow it through. This airline has gone down. They are scamming the public. Also I gave them opportunity to rectify (Put it down to an oversight) but their exceptional service - no response. Think twice or be prepared to pay extra to be seated with family. Disgusted.
Emirates lost my luggage while flying and has made absolutely zero attempt to locate my luggage. Every time I ring them they basically tell me what I want to hear to get me off the phone and then nothing happens. I don’t hear from them and still no whereabouts for my luggage. When I asked about compensation for the inconvenience they just shut it down completely or they put me on to a number that won’t ring. Overall I can’t recommend this airline as they honestly do not care at all about their customers and have been completely useless.
I travelled with Emirates almost two years ago from Dubai to Heathrow and they lost one of my luggage. I reported it at Heathrow airport and was told the bag was in Dubai and it will be delivered to my house the next day. I kept calling Emirates on a weekly basis asking for my bag and finally they sent me a claim form to fill in so they can refund me the bag with money. I was offered little money compared to what l lost, because l had no choice l accepted what they offered me. Sent back the email of accepting their offer l filled everthing on the computerr and emailed back the form and was told l have to print the form and fill it manually, l did that and still have not been paid for my lost luggage. I call and email but l am always promised that someone will call back but no one calls back. This is the worst experience ever losing your valuables and the airline make you lose more money and time, trying to get your valuables back. Two years calling to get your issue solved but nothing done up to today. Very disappointed.
CONFUSING FREE SERVICE- BE AWAREI am pretty upset. I booked my tickets with Qantas. On my way back I selected a qantas flight operated by Emirates with a long layover. I was aware that Emirates offers a free layover hotel night if the layover is longer than 8 hours. So, I selected it and paid for it. I qualified for all the criterias (long layover, no other Emirates options...) including the fact that I booked via Qantas as per the Terms and Conditions stipulated in their website, Dubai connect T&C.As stated in the T&C: "Both your inbound and outbound flights to and from Dubai must be an Emirates flight (marketed by Qantas or Emirates) or a Qantas flight (marketed by Emirates or Qantas)."But now that I want to book the free hotel night, I got the feedback: "'. On reading the last line on the terms and conditions, you see the statement says "The ticket must be issued on an Emirates (176) document." This is the base of the reason for denying the service. How can I even know what is the 176 document??? how unfair and confusing is that for customers? Now the only option left is to book a US$150 night at the airport. Super disappointed and I will not book with them in the future.
I paid a premium price for my Emirates tickets from Europe to Australia – twice as much as I'd previously paid with Singapore Airlines, which had always provided an exceptional experience. Naturally, my expectations were high. Unfortunately, Emirates' 'world class' reputation didn't align with the reality of my journey.The cabin crew, while not unfriendly, were notably inattentive. Passengers were frequently overlooked, and water rounds were infrequent. The catering was disappointing, with food quality being surprisingly low. The aircraft itself was aging and poorly maintained, giving the impression of a budget carrier rather than a premium airline. The extensive advertising for Dubai felt intrusive and didn't compensate for the lackluster service.Midway through the 25-hour journey, the bathrooms were already in a deplorable state. Several passengers became unwell, with some even vomiting in the aisle. Fellow passengers stepped in to help, offering their own water bottles, as staff were slow to respond. The situation was truly unsettling.By the end of the flight, many passengers agreed that Emirates felt like an overpriced budget airline with excellent PR but little substance. Communication with customer service before and after the flight was challenging, with staff coming across as unhelpful and sometimes even rude.In summary, my experience with Emirates was disappointing, especially given the high cost of the tickets. The airline failed to meet expectations in terms of service, aircraft maintenance, and customer support.
No Refund on our unused ticketsI had 2 tickets left from the Covid period and did not use them as we were unable to travel. Emirates has not refunded the tickets for more than 2 years!This is not acceptable to let people waiting so much time, without information.I'm going to contact consumer association and start judiciary procedure
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