Review Time
I was supposed to travel with my service animal from Dublin which I told Emirates over the phone prior to booking my flight and they confirmed that I will be flying with my service animal free of charge, after confirming my reservation I was told that I have to go through a third party and pay a hefty amount if I want to bring my dog along. After almost two months of emails and going to the office both passenger and cargo offices and emails to Dubai they told me that I have to pay excess baggage to bring my service animal with me, I paid that and 36 hours before my travel date I was informed that if I show up to the airport with my service animal I will be refused boarding!! I ended up losing my service animal because I had to give her away for adoption and I also had to make multiple calls to emirates to refund my excess baggage fee which they refunded a month later. Worst airline will never travel on it again!!
London to Dubai flight had booked it 4 months in advance online with a vegetarian meal option. In the flight they dint know about it and neither did they have veg food. They then just heated some pasta and have me late night at 12:0pm when everyone else had eaten and slept already, there was no cutlery also provided.Very disappointing service and not something expected from Emirates. There is a reason why premium charges are being paid to book this flight. My seat was also not clean and the flight was also delayed by more than one hour On the whole a very disappointing experience
They lost my luggage (well not lost hopefully - it was delayed and still in Dubai was what I was told open arriving in Auckland) and didn't contact me for days - awful service when I tried to contact them to determine status, and the luggage still hasn't been delivered after four days. Had to wait half an hour in Auckland simply to file the lost baggage report, and then they promised to contact me within two days and didn't and as far as I can tell after multiple phone calls (the website that's supposed to allow you to track the status simply doesn't work) is that the luggage is still in Auckland but no idea if+when they're going to deliver it to Dunedin as promised. Still waiting to hear from them but everything about their delayed baggage delivery process seems just a mess - for example they claim that they called me (but certainly didn't) to tell me to pick up the baggage in Auckland from the airport, which makes no sense as they know I'm in Dunedin and had previously said they'd deliver to my Dunedin address.In-flight internet that I paid for also didn't work barely at all the entire flight, and seemed to completely block all functionality besides basic messages despite paying for full 'high-speed' internet, and I haven't heard back on any refund for that either.
Travelled from Newcastle to Bangkok. Flight from Newcastle was 22 hours late. No help from Emirates. Staff at airport told us to organise own hotels and claim back. Instead of a 2 hour layover in Dubai they changed it to 12 hours so had to book another hotel at my expense as customer service told me they could not guarantee a hotel on arrival. Flight from Dubai was 30 minutes late. On arrival in Bangkok my case had been damaged by Emirates. Now I need to claim. Terrible service.
On the 14 December 2022, at King Shaka International Airport, a South African religious scholar together with his wife and children enroute their Umrah Trip were not permitted to board their fight, EK776, to Medina via Dubai on Fly Emirates. The check in officer required clarification from the supervisor regarding the validity of the childrens' Unabridged Birth Certificate to which the supervisor erroneously notified the Fly Emirates check in Officer that the Unabridged Birth Certificates were invalid on account of the absence of the word 'unabridged' . (Upon consultation with the Department of Home Affairs, the next morning, it was confirmed that the family were in possession of the correct Birth Certificates i.e. Unabridged Birth Certificates, despite the absence of the word 'Unabridged')Finally, shortly before the check in counter could be closed, the officers, in a desperate attempt to get the family away, advised the family that "Go fight your case with Immigration."The Immigration officers made no request to review the unabridged Birth Certificates. An individual from the Crime Intelligence Unit was present and questioned the parent in the lines of child trafficking and the biological parentage of the children. After returning to the check-in counter, the family took a decision, that for those persons whose documents were in order, according to the requirements of the airline, to be allowed to board the flight. The request was rejected on account of the check-in counter being closed despite other passengers aboard the same flight still being checked in. The devastated and dejected family was left without any option but to return to home.After all that transpired, Fly Emirates was notified of this incident and the validation of the documents by the Department of Home Affairs and rather than accepting responsibility they fabricated a story in defense of their staff's incompetence claiming that the passengers arrived at the check-in counter with only 2 of the 5 children’s’ Unabridged Birth Certificates.
Customer service is a disgrace. Being handled by inexperienced people with ill conceived rigid policies. Getting passes from pillar to post. No one has the authority to do anything and as such nothing gets done. Stay clear of them. Not even operated by cowboys. Worse!
the worst airline to fly with and had been dealing with Joel in Emirates Customer Affairs team, the worst person ever to deal with, no communication skills, even after asking to get someone else to do deal with my complaint he still continued, please save your money and fly with BA do not ever fly with this airline regardless how cheap it may be, worst staff members, regardless how many times you complain they do not do anything about, this airline should not be allowed to fly. 3 months later and they still can not resolve my complaint
Absolutely horrible!!They try to cheat you in every way they can.Got a refund promised in writing since months, which never arrived till today.Now, they claim I wouldn't be eligible for a refund for a flight they cancelled!
I cannot walk, im injured, on crotches and im travelling alone. I filled in the form for the medical assistance wheelchair and still waiting a response. I need to know when i arrive to my destination whether the wheelchair assistant can take me to my hotel which is connected to the airport / inside the airport as i need help with my bags and have offered to pay. I tried calling Emirates to receive an update, the australian number didnt work and just gave an error tone, i then call the UK number and it seems I was transferred to an indian call centre, i explained to the assistant my situation and he didnt understand anything i said, I ended up hanging up because i could see this was getting me nowhere. I then tried to go on live chat and spoke to Shivam, she was unable to answer my question and the only option she gave me over and over was that i needed to fill in the form to apply for the medical wheelchair AGAIN, i explained to her, it requires a doctor to fill in the form, of which i have paid and arranged once already and i cant walk and go back there again. i asked for another solution or just some help. She ended the live chat and never helped me. My flight is in 2 days and im flying business class. Seriously disappointed, this is appalling service.
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