I initially posted a complaint on here and changed my review because Emirates did everything to help me solve the mess they made but maybe I should have waited to return! I travelled to Dubai with three passengers on 26.09.19. Our chauffeur drive was originally booked for 7am but I changed it on the system for it to arrive at 6.30am and notified the chauffeur booking company accordingly. In the morning of travel, one car turned up at 6.45am and the other at 7.05am with me having to ring up the company and chase them! We finally arrived at the airport. Our experience on business class was good apart from one passengers seat that was broken and would jolt when putting it in the reclining position (seat 23K) My family member was moved to another seat. We were booked into the Hyatt Regency and we took access to the business lounge due to the convenience of using the facilities for work purposes. On three occasions the staff were rude to us. One staff shut the door on our faces and whilst another one questioned why we were there. They seemed to give preference to local customers and had no sense of customer service. On the way back we were travelling economy. We requested at check in to upgrade to business class and we were told the flight was finalised and it was only a option to upgrade on flight and the cost would be £500-£550 which seemed sensible. On flight we were told that the upgrade is £1100 which was ridiculous bearing in mind we had no chauffeur drive or access to lounge. We decided to continue with economy and what a class difference! The seats were tatty and ripped, the food was terrible and the staff were so unhelpful and unprofessional. I was lucky enough to review both classes but I didn’t expect to be treated so badly in economy as if I didn’t exist! I have traveled economy with other airlines and the service is no where near as bad as this! Emirates need to focus on providing customer care to ALL passengers. We live in a country where there is equality and for Emirates not to even maintain economy class is a negative reputation for the company. I now can confidently say I will not fly Emirates again. I have heard that Qatar is a better option and not even as expensive as Emirates. I will definitely pick a airline where I’m treated as a human and not a number.
Review by Jannick1 week ago
Worst airline I have ever flown with. We travelled to Colombo, Sri lanka as a large family. The crew and airport staff are rude, miserable and obviously hate their job.
My Mum is elderly and accidentally left her essential medication on the flight when we landed in Dubai.... as soon as we realised after leaving the plane I asked someone to get it.... They said NO !!!!!! I complained to Emirates and got fobbed off as usual.
Bever ever will I fly with you again !!!!!
Review by Katavia2 weeks ago
Hi, the customer support experience was great and precise. I wish emirates have more leniency for people who miss their flight by 20 min. It's not every one's intention to miss it. I was charges a fee of 500 aed as a penalty plus additional for available seats. Mr m. Salman
saed from emirates booking desk at Islamabad international airport really assisted and guided me to the best possible way and it customer service like this we all need. Besides the penalty I was very happy with how things were handled and how I was kindly treated.
Review by Mr Ronan3 weeks ago
Terribly poor customer service, take days to reply and when they finally do it’s with lame excuses or options that cost you more money and increases Emirates profits.
They quite happy to let a 82 year old lady that needs constant care alone at airports rather than let her carer take care of her unless he paid administration charges of £500 plus upgrade charges just to get lounges access!!
Review by APortwood Waikari3 weeks ago
Flew Emirates for the first time - was looking forward to the flight after hearing so much about them. What a let down. Flight from HK to Dubai - toilet was literally overflowing. The floor in the toilet was awash with urine which was spilling out into the galley area. Nothing was done about it - the crew couldn't care less. Then my next leg from Dubai to Paris - handbasin in bathroom had no water - so no washing of hands after using the toilet. Thankfully I always take hand sanitiser. Advised the crew about this - again couldn't care less.
The planes are tired, old and worn. The cabin crew are tired, old and worn plus rude. We passengers were an inconvenience to them.
I saw passengers getting wet from a leak in a bulkhead - again nothing was done.
To top it off, I got an email stating I was chosen for a free lounge access on my return flight from Dubai to Hong Kong - 20 mins after the email was sent, I clicked on to accept this offer only to find out it was no longer available. 20 mins!
Never again. I have written to Emirates via their on-line complaints page. Will see if they even bother to answer.
Review by Pristescu Soybir1 month ago
Unable to change flights with Emirates as booked via Expedia.com (avoid)'..Expedia want to charge £1800.00 to change flights or if I cancel 2 I will lose the 3rd?. Emirates are not interested at all despite several calls and several e mails, they just pass the buck.
Reason for change due to very short connection time at Dubai which I didn't know when booked with Expedia,and now I have just read( 'Becky's) bad review of Emirates which highlights my fears of missing a plane and baggage getting lost..(Thank you Becky).
So avoid Emirates and book via another credible airline which I will do in the future.
Amazing how with today's technology and with just a few clicks on a pc no one can assist with the simplicity of changing a flight'..Why?, because they have your money and can resell your seats...It seems greed far outways customer service....
Review by Aermec1 month ago
I strongly recommend NOT to use Emirates. Customer Service is really poor: aircraft crew is consistently unfriendly and unhelpful.
In two out four flights TV set and/or headphones were not working appropriately. Two out of four flights the aircraft was not really clean and I could notice previous flight food remainings - e.g chocolates smarties. In Economy the seat is as spacious as in a low cost airline.
At the airport, I asked for an aisle if possible, the assistant told me that ‘he would do what he could’. He assigned me a seat in the middle of the row; to discover when I arrive to the aircraft, that there were several seats on the aisle free. So not only he didn’t help, he lied too.
To get your food and drinks you need to pay full attention of when is coming, otherwise you miss your opportunity for the next 4 hours. They will not ask you, just pass by, and if you are with your headphones on, you will miss it.
Uninspired, unfriendly customer service in a aircraft that feels hostile. No one smiles, any request is completely ignored. If going in a long trip, Emirates is not worth the money. Profoundly bad experience. British Airways or Singaporean airlines much better choice.
I would avoid this airline whenever possible, the price is very high for providing an awful customer service and an aircraft that feels less confortable than a coach.
Review by BrooklynMom1 month ago
1. The A380 business class experience is good.
2. Cabin crew are friendly.
3. Ground staff are appalling.
4. No, ground staff are REALLY appalling: rude, arrogant, aloof...
5. Customer service is shocking.
6. Automatons. Robots. Computer says no brigade.
Will be taking my business elsewhere in future.
Review by Sarantis1 month ago
I had the best experience with Emirates airline. Firstly, on the flight to Dubai the staff saw that me and my friend who i was travelling with were seated separately and changed our seats so that we could sit together. On they way back from Dubai Flight EK605 i didn't feel really well on the flight. One of the attendants Scott was absolutely amazing and really took the time to take care of me, he went out of his way to ensure that I was feeling better. Scott is definitely an Asset to the team!! I would defo use this airline again!!
Review by Aiva DayBranch1 month ago
Havingvsaid we'd never fly Emirate again we find ourselves leaving a cruise in Dubai on 9th November and having to fly Emirates to Glasgow same day. Not expecting an improvement in service after the findings of my previos rview but either way I'll post an update.
Review by Moqren1 month ago
shockingly bad, rude and cutting corners to save money!
Next time I’m looking at flights I’ll uncheck Emirates flights, all I can say is absolutely shocking! Staff are rude, felt like a budget airline having to pay for seats. We paid £400 extra to sit together, we flew from Man- Dubai then Dubai-KL . First of all they tried to bump us off our paid seats, because I had a stick! Yet in the same cabin a lady with a wheelchair was pushed in? To business class! They used the excuse I needed to be able to climb the stairs?? Even though there were no stairs to the plane.no offer of help just rudeness! Drink service started 2 hours in and we were only allowed tea coffee, apple or orange juice. I asked for sprite and I was told no that’s with Dinner! Whilst they served one man 4 tiger beers. I’ve never been refused soft drinks on a plane before! The food was atrocious, and very limited drinks almost like they’ve been told not to give out too many drinks including soft drinks. Bizarre! On the second flight we sat on the tarmac for an hour in 32 degree heat at Dubai, no air con and no drinks for 2 hours 30 minutes. Not even water! We were sweating and felt dizzy and sick, Business class had cool air pumped in, whilst our cabin was 32 degrees, it took 3 hours to get to 26. We were all dehydrated and not happy, a lady behind us collapsed little was done for her, her husband asked for the cabin to be cooled but that only happened after take off! Obviously too expensive to cool down all cabins but business class was lovely and cool, they didn’t even move the collapsed lady back to cool her down. On the return, service was worse and staff were aggressive, narky and damn right rude from the get go to everyone! I’m not sure what’s happened but Emirates is not the class airline we once flew, it’s badly downgraded by the food drinks or lack of and the extremely rude staff. They were bickering amongst themselves and really I can’t express how awful they were.
My sister is gluten free so on both return flights she didn’t get a GF meal, despite putting the request in 5 months ago. Because she was GF they wouldn’t give her anything from the normal meals, except wait for it , in 15 hours 6 pieces of melon!!! When my sister asked on the second flight for something to be brought that was gf and plain like rice potato whatever, staff were rude and acted like it was her fault, they had no empathy and were snappy. seemed they were happy to let her starve! The flights cost us £950 each and I can confidently say I’d never fly with them again, just don’t bother! It’s gone from premium to budget, we fly around 5 times a year so there’s a minimum you know you should expect, I’d happily give it .1 of a star if I could! And that’s because we got there and back!
Review by Akashni2 months ago
I recently flew with Emirates business long haul. Our baggage arrived at Heathrow terminal soaking wet through and though, as well as damaged! Massively disappointed and will not be flying with Emirates again considering the amount me and my girlfriend paid for our business class flights. I’ve flown with Etihad, Sri Lanka Airlines, BA, and even AirAsia but never have I had baggage arrive to me soaking wet and a brand new surfboard damaged, even with a new bag packaged with 15mm of padding top and bottom.
I find this almost insulting that Emirates can treat business class passengers in such low disregard, considering the cost of the airfare is almost 4 times as much. What good is a flat bed if your luggage arrives in such a way? I would hate to think what state my baggage would of arrived in had I flown economy!
Review by Appaji2 months ago
I am rating the airline prior to my flight 8/30/19.
I am a disabled person seeking medical assistance in getting from the plane door to my seat. I filled out the medical information form, got it signed by the doctor and sent it off to the airline. Now I am calling each day trying to get necessary approvals for them to help me on my upcoming flight.
Customer service is helpless, they are at the mercy of the Medical Assistance dept who are unreachable.
They keep telling me that my onward journey from Dubai is on a code share airline - FlyDubai and that airline has to approve my medical condition before Emirates can do the same.
I booked an Emirates flight in the USA and paid the airline. Emirates put me on a code share flight with FlyDubai. I filled ouf the medical form for Emirates airlines. How is it my responsibility to get approvals from FlyDubai and airline that does not do business in the USA or have a telephone number? Since Emirates is the primary airline they should get the necessary clearances from the other airline and get my special needs taken care of.
The callous attitude of all the Emirates staff I have interacted with is shameful. I have called over 15 times in the past 4 weeks to get the situation taken care of but Emirates is not bothered and just refuses to help me. Makes my situation worse than it already was as I prepare to board the flight for medical treatment in India. Help Someone!!
Review by Myasa2 months ago
I’m only giving 5 stars as one of the air stewardes that was Roman, made my whole flight comfortable as possible for me. Gave me everything I wanted, and was very patient.
The food on the way there was great, but going back was horrible. I feel like the kids had better meals than us.
Review by Wjv2 months ago
Very poor staff and Food,gone down hill,stopped using Emirates and was a silver Member.
Review by Ilando2 months ago
I was due to fly Dubai with Emirates from Manchester on Friday 9 Aug. Train was delayed due to track obstruction, hence reached Manchester 1 hour late. We had 1 hour left for checking. I sprinted to the check-in desk leaving my wife and daughter to come as fast as they could. Obviously I was the last person to check in. I said my wife and daughter were doing their best to follow me. Phone connections between me and my wife was continuous. As they were on the lift, the Emirates officials said they could no longer wait. After 45 seconds they were in front of the desk. Despite our best supplication, they were still rigid with their decision. I sincerely believe my situation would have been considered if it was not Emirates. I had to re-book the flight with Etihad for Monday. We all family made a 3 hours long return journey by train again. We felt like they were not human but robot. Hope and pray other would not go thorough this situation.
Review by Bals2 months ago
Bought return flights to Australia for my family and I to visit my brother and his family.
This being the first time we are doing a long journey and with our son who was just under 2, it was a bit daunting.
The Staff were really lovely, really kind and always came to see to us. Food was decent and the drinks were good also.
Selection of entertainment was great on the tv screens.
The only bad thing is that, I had booked a child cabin, so my son could sleep in the cabin during the long flight. But was told he was too big to fit in and he must come out. When I checked online prior to booking, it said he was a suitable age. We didn't have another seat for him so my wife and I had to share holding him.
Other than that, great service. I have recommended to family and friends.
Review by Hotdog2 months ago
Sadly Emirates have introduced paying for your seat on certain economy tickets.
Shame and try to avoid the 777 aircraft. Its appalling aged and uncomfortable compared to the a380.
Standards have slipped with this airline.
Review by Eunhui2 months ago
A few weeks ago, I flew between LAX-BOM with family and it was a 22-hour nightmare for us. This was our first time with Emirates. We have traveled extensively with other airlines like Etihad, BA, and Lufthansa. But this time, unfortunately, we decided to buy a nightmare by paying way more than other good airlines.
It all started with check-in baggage. The check-in counter crew demanded our passports without greeting or smile. In the past, some stuff was stolen from my bags so I asked them to put the zip ties on the locks. The counter lady reacted as if I asked her kidneys. After I insisted she threw some plastic zip ties at me and asked to put them on the locks with a red face.
They flew one of the filthiest A380 on the planet. The plane looked pretty old with dirty bathrooms and broken seats. I requested the Hindu meal for my family (three of us) and the steward only got two of the meals. I asked him politely about my meals and his response was "I only got two hands". Later he came back and said he accidentally gave it to someone else and I have to eat whatever they have left. I later talked to the head of the crew about the incident and she apologized and promised me that she will take care of the next meal. Nothing happened except now "The steward" giving us angry looks every time he passes by. They only gave us two blankets and when I asked him for a blanket he (obviously) said that they don't have any blankets.TADA.
Review by Raveent2 months ago
I have flown with Emirates many times in the past, but it is evident they have been going downhill lately.
My recent flight to Dubai arrived late, giving us little time to transfer onto our Singapore flight. Luckily we caught it on time, but little did we know that Emirates had rescheduled us onto a later flight. They thought the best way to communicate this to us was by emailing my father whilst he was on an aeroplane with no internet access and obviously no time to check his emails whilst running to the gate to catch our connecting flight. Nobody told us personally that we had been rescheduled and nobody stopped us from boarding the incorrect aeroplane. In fact, we did not know we got on the wrong plane until my father finally had internet access in the Airbnb.
Now onto the even bigger issue that the above lead to. They left all our luggage in Dubai since we boarded the incorrect flight. We filled in a report and was told our luggage would be delivered later that night. Three suitcases were delivered, except mine which was found in Dubai on that night. My father contacted Emirates multiple times, costing him $2 per minute, being put on hold a lot, only to hear the same sentence repeated - "it will be on the next flight to Singapore". He told them how urgent the suitcase was because it contains my medication, I also contacted Emirates multiple times on the Live Chat to express how urgent it was and they notified the baggage team how urgent it was. So, there are 3-4 Emirates flights from Dubai to Singapore everyday. It took them two days from finding my suitcase to actually putting it on a flight and sending it to me, offering no explanation whatsoever why it took them so long knowing how urgent my suitcase was. Everyday was filled with false hope as they kept saying it would be on the next flight over when in fact they don't even care about their loyal customers. It ruined my holiday in Singapore as we spent a lot of the time sitting in our Airbnb waiting for my suitcase to arrive since we barely got any updates and expected it to be on the next flight, which was a complete and utter lie.
Another thing that has changed is their in-flight service. If you're sitting at the back of the plane, expect to have your food cold and your food/drinks given last. They also fill your tea cup 1/4 full, it's ridiculous!
Fair to say, I will not be travelling with Emirates again and if they ever lose your baggage, don't expect them to be in any rush to get it back to you no matter how urgent it is.
Review by Krav2 months ago
After 35 years of using them finally decided to leave them. Harassments in dubai with some extremely rude Emirates staff becames a routine. They forcefully take your cabin bag away even if it has your valuables, medicine and not locked and put them in holds. When complained in writing, they support their staff without investigating. Also removed facilities of booking seats in advance, reduced hold luggage weights etc and so many others. Became too complacent. I have introduced so many people to this airlines in the past but progressively getting worse service. Booked Qatar Airways for the first time in 35 years.
Review by Terii Speddings2 months ago
Emirates is getting worse for allowing young children including babies into Business Class. Why are we paying huge amounts for a seat to have a disrupted and noisy flight?
Review by Blueskye DaGrosa2 months ago
Recently returned from a long haul flight using Emirates Airlines (two flights each way). I've scored this as "average" (3 stars) because only one out of the four flights was excellent with first class passenger care as Emirates claims it has. Two out of the three remaining were ok and did the job but one flight in particular was poor in so much that I rarely saw a smile from any of the cabin crew and were at times quite rude and arrogant. Yes, I accept that there are difficult passengers to deal with but this attitude was completely uncalled for because some of us are actually nice and respectful to the cabin crew!, Also on the same flight there were not enough headphones available so couldn't enjoy the in-flight entertainment and when it came to serving meals I missed out on my menu preference because they ran out by the time they reached me. Surely a flight experience on the same carrier should be the same for all flights and not depending on who the cabin crew is. After all, aren't they all supposed to receive the same extensive training?
Review by Hkon Havok2 months ago
BEWARE - LACK OF EMPATHY OR CUSTOMER CARE
This company it is completely overrated, highly insensitive and with an attitude of limited care / no empathy for its customers over its desire to make money. I suffered a catastrophic heart attack necessitating an extended stay in hospital, surgery and as such an inability to travel on my booking dates. Despite providing the company with enough notice of cancellation (over 2 months) to enable a resale of the flight seats - a refund or waiver was refused by the airline hiding behind something called the fare rules in its Ts&Cs. (Effectively the airline offers no refund for customers sickness/illnesses before a flight). This is a warning to all potential Emirates travellers to be aware of how it treats its customers and to read the company's Ts&Cs.
The Emirates customer service team did not seek to help resolve this situation and replied with stock/standard refusal responses. While I previously had a good impression of Emirates (based on their slick promotion and marketing ads) but will now seek alternative more customer care focused airlines and urge others to do the same.
if i could award the airline minus points - i would do so. Totally terrible
Review by Aunti Ashael2 months ago
My worst flight ever today flying first class EK 721 dxb -nbi. Such a rude and scary Male flight attendant, literally keep fighting with me, shouting at me, rolling eyes,after landing even barred me from going to my seat back from business class( my kids were there) to pick my bag from first class till I had to explain myself for over a minute! Never had a more humiliating experience with Emirates. This is how first class passengers are treated ? How will you treat economy then? Always loved Emirates for their services, today impression all came crashing down! May be I was a single mother travelling without husband or may be he is a recovering alcoholic or someone overcoming divorce with anger issues. Whatever the reason was, it was such an ugly experience! I couldn’t believe myself as my first class even business class experiences always have so amazing and I travel every fortnight. This was honestly below the belt! At a point I was so scared of him , I thought he wanted to punch me!