I had a flight booked with Emirates that was due to fly over Tehran, which I tried to change after the Iranian government admitted to shooting down a civilian airliner.
Emirates refused to alter the booking without charges fees of ~$100 per ticket, plus the cost of the new tickets. They also refused to say whether or not they were re-routing flights away from Iranian airspace, citing security concerns, despite the fact that several major airlines made public announcements clarifying that their routes would avoid Iran.
The customer service agents I spoke to did not care at all about the risk to passengers and did everything they could to fob me off to other people, going so far as to give me phone numbers that didn't exist or numbers for the wrong department so that they wouldn't have to deal with me anymore.
Their 24/7 twitter support team also ignored every message I sent them, though to be fair they were also ignoring messages from several hundred other angry passengers at the time.
I will never try to book a flight with Emirates again. They showed that they don't care at all about safety and will try to make money off the back of tragedy by refusing to let people change or cancel flights without charging huge fees.
Review by Tawfeeq8 months ago
Emirates airline rebooked my flight and changed my destination city without my confirmation, I contacted emirates chat and told them I refuse to land in a different city far away. I requested emirates to rebook my flight on different dates as per my original Departure & Arrival cities or give me voucher, emirates refused to help. emirates told me to go back to travel agent (travel up). Travel Agent does not answer phone calls, emails and emirates refused to help. travel agent has turned off call queue system now emirates is forcing me to land in different city far away. their customer support is bunch of liars they claim emirates will not touch your booking because it is via travel agent. I told them emirates have already touched my booking by changing my destination airport to different city 5 hours away.
Review by Zylka1 year ago
well, i love them, i fly quite a lot economy and i love them, last year i was gold, no for flying business, but for taking many fly's on economy, was strange that they come to great me many times during the fly to the economy section, but its really nice, people look at me as i was special :D anyway, i am not a hard passenger, so i love it, and i use the lounge in Dubai an lot, i love to be able to shower and have a nice meal in between fly's. they deserve my 5 star rating :D
Review by GeorgiaO1 year ago
Air Emirates is the ONLY airline that does NOT have a PHONE NUMBER for CUSTOMER RELATIONS / SERVICE. NO ONE is ACCOUNTABLE. Try talking to a live person with a name that can fix a dispute or problem is NOT GOING TO HAPPEN EVER with Emirates
Review by Anneke1 year ago
My experience with Emirates was excellent.
My journey on great and largest Airbus-A380 was extraordinary.
When I visited Dubai and took a Flight on this beautiful aircraft and relaxing on those comfortable flat-bed seats in business class.
I must say that Emirates is a safe and secure airline with well-trained and polite staff and a lovely hospitality that a passenger may want to travel by Emirates again and again.
I liked the facilities provided in the flight like entertainment and a mini bar was a cherry on top.
All in one Emirates provides Good safety standards, best meal service, chauffeur service and lounge service and that seems like haven.
Review by Haibatan1 year ago
Emirates are on the slippy slope to getting a poor rating. In my opinion they were one of the best airlines in the world a couple of years ago but their attitude to the customer experience in Economy class is quickly fading. I've just returned from Dubai and was on the flight for over two hours before fellow passengers and I were offered a drink. Wines used to be served in small bottles and now you get a glass so it's difficult to save for later - just a few niggles but the Emirates experience for me is going the wrong way.
Review by Jihyun1 year ago
My children and I were denied boarding our flight to South Africa due to not having their birth certificates upon check-in, even though the South African government updated the policy December 1st 2018 (which no longer requires this document as mandatory). Not only did Emirate not indicate at any time during the booking process about this law they refused to reason when I showed them South African's government recent update. Due to the busy Christmas season, we were unable to fly to South African until 3 days later, missed the cruise we were to join and had to embark the ship in Namibia 6 days after the original travel date. We were meant to meet my husband on board the ship and missed out on Christmas because of this mistake. The kids were devastated. We were over EUR€4,500 out of pocket since I had to book hotels, new flights and transfers, all because they hadn't updated the policy. Their customer service department is a joke as the only way I could submit a complaint was through their website online form. Their response (claiming zero responsibility and therefore denying me any compensation) was from a "non-reply" email address. Even after speaking to them on the phone I was directed to send another complaint through their online platform. I sent a follow-up response correcting their false claims (that I didn't have a travel letter from my husband, which I did have) and I haven't heard back. My husband and I have been working in the travel & hospitality industry for 25+ years and I am extremely knowledgable in luxury customer service; this is what I do for a living. This by far is the worst I have ever experienced. I will never fly Emirates again.
Review by Rayla1 year ago
you charge me your price from Glasgow to Delhi and then conveniently put me up in a low budget airline from Dubai to Delhi. I Paid for Emirates services, not for an airline where I have to buy water onboard!. Never have imagined going through such a horrible experience. No revert from the Emirates customer care seems like they care less about customer experience & don't give two hoots about customer abandoning Emirates. Also, is it fair to put a customer on a Budget airline when you have charged him as per your premium standards ?? Very poor customer experience?
Review by Tattoomoo2 years ago
I have been flying with Emirates for two years and I have no complaints! The plane itself satisfies your every need. The staff is friendly and helpful. The food is surprisingly good too.
Review by Bafford2 years ago
One stop flight destination for travelers across the world. The greatest assets of this airline is the fact that they are comfortable with latest airlines and technology. They are also affordable with lots of interesting packages. Emirates has wide coverage across many countries and cities as compare to other airlines and finally, Emirates is the safest airline to fly.
Review by Nerija Vurgun2 years ago
Flied from Singapore to Dubai, everything was smooth. I called Emirates a few times to ask questions and they were attentive and helpful.
The price was too high though, and even if their service is pretty good, it was not very value for money.
Review by Eimaan2 years ago
Better seats and less advertising in entertainment system would have won them 5 stars. Still, service, luggage capacity, and food were much better than competitors. Good job!
Review by Baagad Geilswijk3 years ago
My partner and I had the misfortune to fly Emirates Flight EK038 in mid June 2017, from Birmingham to Dubai, with connecting flight EK707 to the Seychelles.
Just prior to landing at Dubai International Airport, the aircraft diverted to nearby Al Maktoum airport, apparently due to fog. The pilot said that the aircraft would refuel in about 20 minutes then take off again for Dubai International. However it was 165 minutes later that we actually did take off, and we finally landed at Dubai International three hours late!
Consequently we missed our connecting flight to the Seychelles.
Emirates representatives at Dubai Airport seemed disorganised, and unprepared to process the hundreds of us who needed rescheduled flights, even though they had had three hours to prepare, and hence resulted in very long queues for us in order to find out when Emirates could put us on the next flight to our respective destinations.
In our case we were queueing for over 160 minutes before being booked on the next flight to the Seychelles (about 2 am the next day) and provided with accommodation in a local hotel. We were told our suitcases would be sent to the hotel approximately 4 hours later, but that we would need to stay at the hotel until the suitcases arrived so that we could identify them.
However our suitcases never turned up, and we literally spent hours trying to track them down, but not much before the time our flight took off for the Seychelles, so they stayed at the airport with Baggage services, some staff of which were arrogant and unhelpful when we went back to the airport to locate our suitcases!
This was not only very inconvenient, it was also frustrating and a significant nuisance as we hadn't been able to leave the hotel or freshen up before returning to the airport to fly to the Seychelles, arriving approximately 18 hours later than we should have, and having paid for a luxury hotel there for the night we were stuck in Dubai!
When we complained to Emirates about all of this, including the incompetence of Dubai baggage services, they were essentially arrogant in their response and offered no compensation of any value!
Whilst it could be argued that the fog that had caused the original flight delay was an Act of God, the ensuing problems were caused by Emirates and Dubai Baggage Services! Clearly International travel legislation needs to be strengthened, and more rights given to travellers caught up in such situations, where they are severely inconvenienced and significantly out of pocket, to be able to legally pursue customer unfocused airlines such as Emirates for compensation!
Needless to say we will not be flying Emirates in the future, and will do our best to avoid Dubai International airport completely!
Review by Tardo Lozic3 years ago
Very frustrating experience to obtain refund after we had to cancel due to a medical emergency. After filling out lots of forms and supporting documents, we received a stingy amount of $154 refund out of $903 we paid per ticket. Most airlines will charge some penality( about $200-$300) and offer a voucher to re-book the flight within one year or so. Emirates did not offer this option or any other reasonable offer. No more emirates flights for us in the future.
Review by Terrelle Rethink4 years ago
My family and I have had the misfortune of travelling 2 consecutive trips with Emirates in the past 2 years.
Their travel schedules seem convenient and that is the only drawing card. But their service is appalling and their staff conduct is undesireable.
We have witnessed and personally experienced how rudely their staff address their passengers. An elderly woman was actually abused and sworn at by a cabin crew member in front of us and thought nothing of it. They offer minimal assistance to their passengers during boarding and disembarking. It seems they are just glorified waiters and waitresses who focus merely on serving meals on the flights. Their interaction and social skills are poor and I would suggest they get intensive training in these areas.
During our most recent flight from Durban to Dubai, the airconditioning was non-functional and the 8 hour journey was most unpleasant and uncomfortable to say the least. I had written a letter of complaint to Emirates' customer affairs department requesting some compensation for this journey that was a health risk as we had difficulty breathing properly. It's over a month now, and i have yet to receive a response from them. They claim that they have high volume queries which is an indication in itself that their service is poor, hence the need for customers to complain.
Emirates' support centres don't run well and because of the inefficiencies of these centres, customers pay the price.
My family and I were forced to re-purchase our return tickets because their call centres failed to offer us support we needed in an emergency situation. My sister fell ill after we had completed an online check-in and despite our several failed attempts to contact their call centres and the airport counter, they refused to reimburse us because they insisted that it was a no show.
Emirates do not believe that passengers are abiding by their policies and rules. They do not investigate matters well from their passengers' point of view. They merely defend a query from their policy outline perspective and get away with it. They are not interested in customer satisfaction at all and on providing a good service.
Emirates focuses on serving the masses on the basis of convenience only; their focus is not on the quality of service at all. Quite frankly, they cannot cope with the volumes they serve, so they rather take knocks in the quality of service they provide. They can offer cheaper fares because their focus is quantity and not quality.
An over-rated airline it is for sure...
Review by Valenthia Shahood4 years ago
my flight booked on the emirates was ok. Service correct. On time. No problem. Stop in Dubaï is ok also
Review by USPolicy Kriesels4 years ago
My wife and I flew flew to Budapest from Brisbane in June. My watch battery died so I purchased one of their watches in flight. It is a piece of fake Chinese junk, will not keep time. On a return trip I pointed this out to Emirates and they just laughed.
Review by Kathy Dancy Tolotta5 years ago
After traveling to Australia with my elderly mother and 16 month old daughter, my little one picked up chicken pox whilst there. However, by the time it came to flying she was no longer contagious and all spots had scabbed over. But to be on the safe side I got a letter from the doctors stating this.
Checked in for the early 6am flight at Sydney airport. None of the check in staff queried my daughter there, and they chatted to her so they saw her. Got to the ticket barrier and agin none of the staff queried my daughter there even after chatting to her there. Get on the actual plane and that is when they queried it. I provided the doctors letter to the chief steward and was informed they need to check with their medical officer. However, that officer is remote and doesn't even come and look at the child. they base any decision on work the non-medically trained staff. And it turns out they are only a nurse. It is at this point they say we can't fly and offload us from the aircraft. Disregarding the doctors letter. They say that if the medical centre at the airport clears her then they will get us on the next flight out. So we then had to wait another two hours in the airport outside the medical centre for it to open at 8am, only for the doctor in there to be in disbelief that we got offloaded and stating that my daughter was fine and fit to travel, so another doctors letter was issued. Of course all this service has to be paid for.
We then make our way round to the Emirates office to get us on the next flight out as per their statement earlier. only to be told that they can't do this and go to Qantas and they will sort us. Charming to be dumped onto someone else.
Qantas were great and went out of their way to help us and get on a direct flight out later that down, even got us a hotel room to go freshen up in. But because of this we incurred a fee.
Now I feel it is not unreasonable for Emirates to reimburse us for these fees.
But no they have pushed back saying they won't do it, and feel everything they have done is right. Sadly, by doing so it shows their diabolical customer service.
In summary they are saying they feel it is ok:
to actually be on board your aircraft before any of your staff decided to ask for my daughters doctors certificate. This is after staff at both your check in desk and ticket barrier cooed over my daughter, so they definitely saw her there. If they werent happy as an airline they should have stopped me even getting to the aircraft, and causing this situation to arise.
And they feel it is ok for their airline to effectively dump us the other side of the world and allow another airline to sort out their mess.
And if their staff are not medically trained,so how can they provide the correct information to someone on the other end of the telephone to make a correct medical decision.
And they allow a nurse to make a decision over-riding a doctor.
It would seem that Emirates are not the caring airline they try to portray themselves as.
No matter which way I look at it, they did not provide a good service and caused expense and distress to my family. They refuse to reimburse me which I feel is the least they can do.
Review by Juvenal5 years ago
Convenient and user-friendly. happy with their website.
Review by Plvande7 years ago
I spend a lot of time on this site and am really pleased with the recent changes they have made.
I trust this site completely
Review by Faloseention Skaeringsson7 years ago
Official site of Emirates Airlines - one of the best I've used so far!
Review by Mrs Webster7 years ago
Review by Panch7 years ago
Excellence in everything, I love flying with this airline
Review by Kaladee7 years ago
طيران الخليج ، رحلة مريحة ، فنادق في أكثر دول العالم ، الكفاءة ، رحلة إلى أي جهة تحتاج من كوكب الأرض .... خدمات متوفرة ، السياحة ، الحج والعمرة ... تفضل وإستمتع مع طيران الإمارات
Review by Leisah Lagerquist8 years ago
I didn't try it so far because they are very expensive.