Review Time
I wouldn’t use emirates again. My daughter is a student and going to study abroad. We spoke to a couple of customer support people who advised differently on how to book her ticket to take advantage of 10 kg of extra luggage with her being a student. We were told to go through student portal but it didn’t show her she would get extra luggage so we rang and went through it with them. The guy said it would show after we had booked it which we believed him thinking he must know what he’s doing working for the airline and that he wouldn’t lie to us. He had lied when it didn’t show up he fobbed us off with a non answer and put us through to someone else claiming they can help but they couldn’t. On raising a complaint they refused to give her the allowance entitlement and insisted it should have applied the way we did it but clearly it hadn’t. Not taking any ownership for their staff wrong advice. They won’t admit to their mistakes. They are greedy and just care for the sale and don’t care how they go about getting it they don’t care about good customer service. They also illegally took two payments for one ticket. We had such a headache to claim that back. We spoke to Sungita on 12/7/22 who incorrectly advised that she would sort it so we wouldn’t have to pay the £100 cancellation fee for their error. WeDidn’t hear back in the time frame she advised and when we rang back and spoke to Zubair on 14/7/22 he told us we had been advised incorrectly and needed to do the cancellation online. Why hadn’t she told us this? Also this guy was rude unapologetic and he didn’t care for our predicament actively refusing to help further. We ended up cancelling the flight all tougher and booking with Turkish airlines where my daughter got an even greater student baggage allowance of 40 kg.
31st July, I logged in to my Emirates account and tried to book my flights online. Upon doing so, there was no pricing or points information available for each options (Saver, Premium or Business, also differences in each for each flight time) and so I called the Emirates booking line. The representative (Angelo) confirmed that there is a website glitch and proceeded to assist in my booking over the phone. I made it abundantly clear to the representative that I am looking to secure business class flights in the most cost effective way (i.e. upgrade) and that I am happy to utilise all of my Emirates SkyMiles in securing my flights. Also mentioned SEVERAL times that this trip is part of my Wedding and Honeymoon, I will also have a long Wedding Dress that will be onboard and needs to be hung in a closet (Can't be in overhead lockers). I asked the representative on how I could achieve a cost effective upgradee to business class and was simply advised to try my chances upon check in at the airport. He also suggested that by paying for my flights with cash and miles that I will save monies on the flight. Then proceeded to confirm that he made an internal request for upgrade and while that couldn't guarantee me an upgrade, will help my chances. Few days later, I was looking at the Emirates website (still not working for return flights) but then playing with the settings on a one way flight basis. It was in this way that I identified that if I had actually paid for my economy flights using just cash, that I had enough points to upgrade both myself and partner to Business Class flights for the full return from Rome to Melbourne. I called the Emirates booking line again, and after long wait times and being on the phone for over 1hour 15 minutes, the representative (Diago Santamaria) said that I would have to pay $1,000 to cancel the flights if I wanted to rebook and use the miles for my Business Class upgrade! I asked to speak to the manager given these special circumstances and not being offered this option upon booking, but was denied the courtesy to speak with the manager. I asked countless times for simply to talk to the manager, and Diago consistently refused without understanding my situation and often talked over me. I'm submitting this complaint as I should have been advised this option to utilise my points for Business Class upgrades when looking to book my flights - As the website was down (still down/doesn't show options) and I had no other way to tell and even asked multiple times the representative "How can I get my upgrade? What can I do to increase my chances? Is there anything else I can do?" and not ONCE was this mentioned. Should I have known this on booking day, that I can pay my flights with cash and use my points for upgrade that's exactly what I would have done! As such, I am requesting that my flights be updated to reflect as such that I wanted on Day 1.After such back and forth, a supervisor called me back the next day. The supervisor also agreed and acknowledged that the representative did not provide all the options at the time of booking and without a viable working Emirates website, how am I to know the options to make an informed decision? I could only act on the information provided - which the supervisor did advise lacked all the options. The supervisor also agreed and acknowledged that I mentioned the website was not working at the time I called in to book. Supervisor told me to email him all my screenshots of the Emirates glitch and issue - which I did that day & got no reply. Supervisor also told me to lodge a formal complaint via Emirates - which I also did that day and also got no reply.Simply wanting to refund my flights in full, simply so that I can REBOOK both of my legs to be flexi fares and have my points returned - I am being asked for the $1,000 cancellation fee. A fee that I am being incurred because an Emirates representative was not able to provide all of the information upfront? A fee that is your internal fee, and I am rebooking with you on the same call. A fee that I am told could have been waived in the first 48 hours but because I called on the 3rd day, is it no longer viable? BY THE WAY, I only found out after 2 weeks of chasing that it could have been refundable prior - the second representative also did not advise of this.This is how they reward loyalty.NOW WITH THE OMBUDSMAN AS EMIRATES DON'T CARE.
Sent a complaint into this company about the two flight changes they have made to our holiday resukting in mass disruption to our holiday. Their complaints procedure is a joke and when they do reply (with no resolution) they then do not give you an option to reply as they use a “no reply” email address.It appears no matter how much you spend on tickets and then phonecalls (at our expense) because of their mess up they have no compassion whatsoever to their customers. Emirates, feel free to reply to me personally if you have an ounce of companssion to your passengers!
Just bad on all levels. People with suspected COVID coughing and mask wearing not enforced by staff. Was served a meal with dairy in after booking a special meal in advance. I only realised after I’d eaten part of it - it’s lucky I’m not allergic. Bag damaged and not fixable. Will try my best to avoid in future.
I did my booking online and not directly at emirates, thank god. If I read some of the previous critics. But Emirates have proven to me, that their "service" they offer on the plane is no less bad, than the one on the ground... For reasons unknown I had no blanket on my seat at departure. At first I didn't mind, as I wore a thick pullover and a woollen jacket, but still got chilled during the eight hour flight. So I kindly asked a stewardess if she could organise me a blanket...?She looked at me and said, that there should have been one on my seat, to which I replied: Yes it should have, but it hadn't. She said that that wasn't possible and that's the end. No discussion - and NO blanket. The supposed snack was only offered to passengers who happened to be awake at three o'clock in the morning. But it was no problem to switch on the lights at four (an hour before landing) and have a loud announcement by the captain (about landing in an hour), followed by an extremely loud advertising for Dubai...I'm not a frequent flyer, but should I fly down to South Africa from Germany it will MOST CERTAINLY NOT BE ON AN Emirates flight.
Right so the below is what I sent to Emirates customer services on the 4th of August after our first flight and have still not had a reply. When I booked my holiday, I specifically asked the operator if I would be able to upgrade at a later date and was told yes, I would. I also called your offices several times to check prices and was told that the best thing to do would be to wait until I checked in at the airport for the best price. This was told to me the numerous times I called all by different people. When I got to Heathrow and checked in the checking in lady informed me that I was not able to upgrade because if the ticket I had purchased. Please can you explain to me why during my numerous calls that none of the operators that I spoke to was able to let me know that my ticket did not allow me to upgrade. I thought that maybe considering everything that has gone on that I may be able to afford an upgrade at the airport for myself and my daughter but was told I wasn’t even going to be able to do this. Your customer services have really failed in explaining the situation to me and I am extremely disappointed in the way I have been dealt with. This is the first time I have ever flown with emirates as I normally fly with virgin but decided to try something new. Please can you come back to me to let me know how something like this was able to happen as it would never have happened at virgin and what measures you will be putting in place for something like lack of communication to happen again. My daughter was extremely disappointed at Heathrow on Tuesday. I am now adding to this as the experience we received on our way back was even worse. So we arrived at Male airport for our return flight and again tried to upgrade. This time we dealt with Saadha Abdulla, who hardly said a word to us and was constantly on the phone. This time she apparently managed to do the upgrade for the full trip and took the money off my card, but then told me oh sorry it not possible because of the type of ticket I have. However, she had already taken the Dollar amount from my card. She then said that she voided it. However, upon checking my bank the money had not arrived. She then dumped our passports on the side and started dealing with another customer. I asked her what was going on and she ignored me. By this time checking had already closed and so I'm assuming her supervisor Suzan Waheed came over to see what was happening. She informed me that checking had closed and that she was holding it open for us by 5 more minutes to check in. So now my daughter is in tears thinking that we won't be able to get on the flight and get home. As the money still have not been received back on my card, I had to ask my brother to transfer funds so that I could pay for the upgrade for the part of our trip to Dubai. With last calls going out we had to run all the way to the gate, and because of time shortage I have a personal accident on the way which was really embarrassing.Once we got on the plane, I sorted myself out and then my daughter sorted herself out with the blanket etc and to add insult to injury while going through the seat pocket, got glass stuck in her finger (and yes, I do have a picture her finger with a piece of glass sticking out of it) shocking. We went to the steward to ask for pillars, and he informed us that they don't have any and that I would have to take the glass out myself and then wash my hands. So, I ask the question. What happened to the onboard first aid kit, or does it only hold a wash solution which the steward poured on my hands? Well, who knows. I cannot believe we experienced such bad service from Emirates, as my title states STILL IN SHOCK
Really saddened to find myself writing a disillusioned and frankly disappointed review of Emirates. Contextually - Emirates has been my Long Haul Airline of Choice since 2007. Upper tier Skywards member - so you would think - a valued customer.How wrong I was.I booked (and paid) for flights from the UK to New Zealand for February 2023 in May 2022. With the crazy pricing that is happening - No more Business Class - I decided to go Premium Economy. Changes to Emirates scheduling - meant they cancelled my flights - for "Operational Reasons" OK - so I called to see what my options were - well - the fun and games began, and I have to say I am beyond disappointed at the way Emirates (not the team member I spoke to) but the airline itself - through its rigid enforcement of policies and procedures - has now alientaed a long standing customer. Someone who has always lauded them, has spend THOUSANDS with them over 15 Years - and for what - Nothing !!Did they care about the loss of a good customer - no !!I will not bore you with all the details of the poor service I have recieved - but at the end of a 40 minute call- with Customer Service - the icing on the cake was : When I booked - they took exactly 3 MINUTES - to take the money from me - and now that EMIRATES (Not Me) has cancelled my flights - it is going to take 15 Working Days to get my money back. 3 minutes to take it - and 3 Weeks to get it back.I was speechless - and was left bereft of any loyalty - to an airline that was - for a long time - my go to preference for long haul, and premium travel. Not any more. Shoddy Emirates - absolutely shoddy - the way you treat previously loyal customers - is apalling. Im going back to SQ now ! They can have my bookings and my cash !!Sir Tim Clark - the airline isn't the proud flagship - it once was. Shame.
Hello Armineh,Good day! This is Elle, the agent you have spoked with yesterday regarding your refund request on the itinerary 72292249890462. Just a heads up that I just checked with the last email I've sent to Emirates but their reply is just an automated reply and doesn't still have the informations we need, such as waiver codes to process the refund. It has been 2 months since the cancellation of the flight and still no refund or compensation payment by Emirates airlines. I will keep an eye to this itinerary until the end of this day so you may save your time from calling us back until tomorrow. Please check your emails too from time to time.Sincerely,Elle N.Cheaptickets Customer Support Team
Do not use Emirates worst airline ever. My family of 7 booked flights in December 2020 to Maldives but had to cancel due to Covid. Emirates did not refund our money but extended our tickets, Now in 2022 when we wanted to travel to India we were asked to pay an additional R20 000 for tickets yet Emirates had our payment of R89 000 for over 1 year. In Mumbai we went to the airport to catch our scheduled flight but could not board because of visa issues. We asked the Emirates supervisor at Emirates counter not to cancel our connecting flight from Dubai to Durban as we had a 4 day stay in Dubai and then onward to Durban. Emirates still cancelled our flight without any notification although we were in Dubai to catch our flight to Durban. We had to book alternate flights on Kenyan Airlines at a cost pf R118 000. Emirates is now refusing to compensate us for our flight from Dubai to Durban yet our same seats were sold for R248 000. Never using Emirates again.
Disappointed, really unprofessional staff.Me and my wife booked a flight to Indonesia for our 10th anniversary. We checked the requirements for albanian citizens prior to the trip to make sure we were prepared. On Emirates website (requirements-by-destination) Albanians dont need a visa to enter Indonesia. On the day of the flight, the emirates staff boarded us on the plane without checking our documents. When we reached there, the Indonesian customs officers did not let us get visas on arrival, they told us we needed visas before going there. They turned us back to Dubai on the same flight. When we contacted the customer affairs they blamed Batik air which was just our connecting flight from Jakarta to Bali. Isnt that such a nonsense, joke, laughable answer?
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