Emirates
Reviews and Complaints

On 8 June 2017 I was booked / ticketed to fly on Emirates flight EK816 @ 3.55am from Riyadh to Dubai to Christchurch (NZ).

Due to a visa exit issue, I was not allowed through Saudi immigration and requested to go back to Emirates check in counter to cancel tickets and collected my checked in luggage. Which I did.

On 8 June'17, I rebooked my tickets over the phone with Emirates customer service call centre. They advised me that on Emirates airline booking system I am listed as a 'no show'. This has resulted in increased costs of re booking flights.

Also, I have spent > 2 hours over the past week on the phone trying to change / book flights. Key issue, the ticketing cost calculator not working or able to get access to fighting booking system due to it not working. It appears to have constant issues with it.

The call centre travel agents have been good to deal with.

Hi i phoned up earlier today and booked flights for my family all 7 of us the lady who i spoke to took all our details and dates of birth all 7 of us i paid the amount which she said it was with me checking again that it was for 7 people 3 adults 2 teenagers and 2 children i re checked my daughters name twice as it was mispelled I then waited for the tickets to come through my email, i then received 6 tickets my daughters was missing i phoned them straight back to be told my daughter was on the booking but with no charge next to her name and that they would send it to a supervisor 5 hrs later and 3 phone calls a lady explains that the supervisor checked the phone call and the operator apparently stated 2 adults 2 teenagers and 2 children which is not true! I then asked how i make a complaint to be told its pointless it will only end in the same result.adding my daughter on cost another £700 pound which i had to borrow of family its the first time we have used emirates and im shocked at the way we have been treated over a mistake deffinetly made by the operator it wouod have been decent for them to admit they were wrong. My email adress is gemma.[protected]@live.com

This complain may have come in earlier than now. But due to some unforeseen circumstances I couldn't get it across.
I had a very terrible experience with your airline on my way back to Lagos from Dubai with flight number: EK 783.

I made alot of purchases of gift items from Dubai duty free at Dubai airport for my kids, family and friends that I left behind to attend a conference in the United States.
When it was time to board the flight, we were asked to weigh our hand luggages before boarding. I weighed mine with inclusive of all the items I had with me to board the flight, I had a total of 16.5kg. I was told that I was only allowed to go on board with only 10kg. That I need to pay $650 for the 6.5kg excess.
I was shocked to hear that because I have been flying Emirate and have never encountered such.
I went as far as pleading with your staff that most I items I had with me were purchased from the Dubai duty free at the airport and that they were gift items and also that I wasn't aware that it's only 10kg that is allowed on board inclusive of all purchases made at the airport.
I also pleaded so much because I had no checked in luggages and that I don't have up to $650 with me to pay. Again, if I have to return those items to the shops I got them that I will miss my flight.
But they insisted. I had no option than to take off the baggage excess of 6.5kg which included Educational toys I bought for my kids, perfumes and some chocolates and left all there at the seating area by the boarding gate to board my flight.

This experience was so hurtful to me seeing my kids cry when I told them that I left their toys at the airport. Your staff were so rude and unfriendly too. And also loosing a good amount of money at this hard time was so painful too.

We planned to book a family vacation this summer with Emirates to visit Dubai but am not sure my family and I will EVER use Emirates for any travel.

From information gathered so far, this awful rule is only carried out on flights from Dubai to Lagos, Nigeria without any notice and proper sensitisation to your customers.

Dear sir / madam,

name of the 1st passenger< anta castro/francisco javier mr
name of the 2nd passenger borras burrul/rosa

flight ek 852 . Emirates
departure doha, qa (hamad international)
20/05/2017 12, 00 h
arrival dubai, ae (dubai intl), termial 3
20/05/2017 14, 10 h
reservatioln confirmed, ecomony

departure dubai, ae (dubai iontl) terminal, 3 20/05/2017 15, 45 h
arrival barcelona es (airport, terminal 1
20/05/2017 20, 55 h
flight booking ref, ek/jmfmfn
reservation confirmed

due to the cancellation of the above indicated flights of the 2 named passengers, following the conditions of transportation for passengers and luggage of emirates airlines
we require to comply with the governmental requirements of icao and iata, which the emirates should assume the responsibility under article 10.2 of involuntary refunds and article 10.3 of volunteer refunds (article 10.3.1 with the total return of the amount of the same included charges, taxes and taxes, for the cancellation of such flights.
Also, and in accordance with the iata rules that establishes that if the delay is prolonged more than 3 hours, (in our case, it is more than 16 hours), it has a right to the indemnification that supports from 3500 km distance, the amount is 600 euros per passenger having the company to provide the food assistance, accommodation in the function of the delay and an alternative transport to take you to destination. (the cancellation was not produced with 14 days previously by the company emirates).
We request the refund to the same bank account that the purchase was made to the fullest possible
sincerely

minerva anta borras tel. [protected]

Dear Sir/Madam

I was on flight EK764 bound for Dubai and then Houston on the 9th May 2017. Prior to boarding in Johannesburg OR Thambo International my visa was checked by your staff. One of the crew mentioned that there might be an issue with my Visa to the US. A senior crew member looked at it and confirmed that the visa was acceptable and that i could get on the flight. I currently have a sticker H4 Visa in my passport with expired Aug 2016. I have since requested an extension and the i-94 receipt indicating the extension till 02/19/2018 has been added to my existing sticker visa. I was allowed on the flight only to be stopped by Emirates staff in DXB checking visa`s - they called the US Security team who confirmed that the visa was in fact not permitted for re entry into the US but only valid for my stay within US borders. I was then sent back to Johannesburg - this means that i spent 24hrs travelling and achieved nothing.I have been instructed by the Emirates station manager in DXB as well as JHB to contact you with regards to the aforementioned. They have instructed me to request some form of accommodation in terms the re purchase of my new ticket to DXB-HOU once my visa has been renewed. They have agreed that i should not have been allowed on the the plane in the first place, this could have been resolved in JHB were the staff more proficient. Please understand that i am not attempting to shift blame but rather trying to recoup some of the costs which i am going to incur to get back home to Houston. Travelers Details : Wayne William BirchReference Number : LZPMBPlease contact me urgently as im pretty close to booking my flight.

Hi
I came to know that from India there is some offer from airlines in India for student offer where 3 baggage is allowed. I could not find that offer as I was logged on to main website of emirates. Then I booked ticket on 17th May in normal way and then I thought I can call them and ask to extend this for my daughter. My booking reference: FGK8I2. the flight is for 3rd Aug 2017.

As I am not changing the date of travel and I requested for extending the offer from 2 baggage to 3 baggage as my daughter is eligible for that with all the documents.

But when I called for help I have been told that it would come under change of ticket category hence I need to pay additional charges as applicable. I think this is unfair and has no logic. I made my complaint but no proper response is coming. Pls help in resolving this. my mail id is [protected]@3ds.com

We were flying back from umrah on 18 april and my aunt was forcefully taken off tje flight bck from duabai to durban because she has asthma and was chesty. My ill mum had to stay back with her. They were promised best medical attention but imstead received a beach chair to sleep on. My mum had to book and pay for a hotel room and bed to sleep for the night. Why ? We were told they will be hosted and catered for...like this..emirates treats old sick people like this...why...who is responseble to pay us for what was spent there in dubai that night and all that inconvenience ? They did not even have clothes and medication with them. All our luggage..4 of us..was taken out without notification. My baby was sick and all her stuff was in luggage..so much problems to come back to durban airport and see no luggage. Even our zam zam water went missing. I must say that this has been very upsetting and disappointing for us to experience this with emirates.
I want feedback asap. We went all the gateway offices today...after we all got well and recovered to get assited..but we were told..email a robot on the internet and wait for reply...if we lucky we will get a reply. This is nonsense. I am so temtped to broadcast this on social media..but i will have the decency to wait for a reply..from an email address that i can reply to and contact further.

Hi, this is dr aldiri from kuwait. I booked a ticket from kuwait to madrid with reference i5pfnj on 17/5/2017 in a business trip to reach there early that I can attend a meeting by 4 pm and surprisingly I was informed 2 days before that my flight from kuwait was canceled and they rebuked me on morning flight which is not convenient to me because I will miss my meeting in madrid so the rebook me on 16th may at 10.35 pm flight with more than 6 h15 min waiting in dubai and since i'm a business class passenger so I am eligible to get hotel stay during this period but unfortunately the emirates staff said there is no chance to get this service then when I insisted since its my right they agree to provide it but outside the airport which means I need to apply for a visa to dubai and pay the fees? I asked them to arrange it in the airport hotel but they said its not possible without giving logic explanation! And I had to spend these 6 hours overnight on the chair! I am a frequent flyerr and gold member in emirates and I did not expect to get such unrespectable treatment after being loyal to the company for years I feel very frustrated and I thought emirates build their success and reputation because of their care and respect to their clients and I think I will revise my opinion regarding this issues which my reflect on my future plans to travel by emirates. From the feed back of others complaints I realised that emirates usually ignored it and again another negative point added to their image? I am not sure that my complain will get the proper attention but I feel that I supposed to get better compensation to what I have been through dr iman aldiri

To who it may concern
My mother is elderly & it was her last request to fly to Pakistan
Out of all airlines I chose Emirates thinking my mum would never have any problems & she was in safe hands with the best airline I've ever travelled
Unfortunately on her flight back from Islamabad airport, Pakistan the check in office had closed the desk & was very rude. There were still 45 mins to the flight
Being elderly & someone who required a wheelchair ... no one helped her, not even management.
They were waiting in a two hour queue... where my mother had to stand( without a wheelchair) & then after all the chaos of being pushed around, they closed the check in
No announcement & so much attitude & rudeness
I was very shocked indeed
There were at least 30 people who were not boarded & left behind st the airport with nothing but stress & £200 bill to be checked into a next flight
I have travelled many times but can't believe that my mum was treated this way. She suffers from angina & kidney failure. I only sent her believing that her flight would be if the highest standard
She suffered at the airport for several hours waiting for the next flight on top of an extra charge
Her legs & feet were swollen & she was in a lot of pain & distress
It's been 2 weeks & my mother is still suffering the tiredness
I'm really appalled that she would have such a terrible experience
The doctors have said she could pass away any day due to her condition
I would never expect this for a fit person never mind an elderly
For your company to treat passengers this way is not acceptable at all
She had a beautiful break & a terrible ending on a flight experience that she will never forget
I have always travelled on Emirates & vouched that I would never travel with anyone else
I still can't believe the way they treated her!
Please reply as soon as possible

There was also a child and another adult travelling with her who suffered too
They have forwarded their complaint too

This was on the flight EK613 on 29th of Apri 2017 from Islamabad to Dubai

Hi There,
I was travelling from Johannesburg to Hyderabad.Ticket Number: ********** 506814
I lost my laptop and tab at emirates counter because of Patricia Unfortunately i brought extra luggage I tried to swap luggage in to another bag but Patricia shouted at me and showed empty counter to swap the luggage .Patricia and few other people at the counter yelled at me .
Some one was at empty counter I assumed he was also a Emirates staff as Patricia was also talking to that person.That person was helping me to swap my luggage and he stole my laptop & tab.I realized lately that i lost my laptop and Tab .He disappeared when i went back to emirates counter .I don't know why Patricia suggested me to go that counter .I paid money for extra luggage and i lost my assets too.

Regards
V Konduru
+[protected]

Today i am disappointed by the service of Emirates Airline as i havn't received my luggage when i landed at Dubai airport from Mumbai Airport. When we complained about the missing luggage at baggage office at that time they said that they have contacted to Mumbai Airport and they are getting missing luggage by the next flight traveling to Dubai from Mumbai. With that assurance i left there office thinking that i will get by next day but unfortunately when i called the costumer service they are saying that the baggage is still in Mumbai. My all cloths and necessary things are in the bag today i came to office in casual wear which is not allowed by our company when they asked me about my wear i said that my baggage was missing by airline and they are getting it by today evening but now i am not able to get that by today and don't know when i will get it. so i have to spend money to buy cloths which is unnecessary.
Please look into the matter as soon as possible and if you guy's are not sure about time and date please don't give assurance to the passenger about it.

I recently booked a ticket online and purchased with my credit card. While choosing my flights nowhere I found this ticket will be non refundable. I took one way and I was hoping to get refund on my return ticket. When I applied from a refund request form I got to fill a form which do not state my ticket state that it's non refundable. After applying I got email from emirates that refund amount is 100 aed as ticket was non refundable. I immediately relplied back to stop this. I got email that it's processed and they can't do anything.
Ticket No : 176 [protected]
Refund Request No : 1415639
Now I am requesting them to not refund and change date for me as I have to get back to my country. They are not replying. I always have an impression that emirates is best airline and take care of its customers. But sadly I got no help and they are not canceling return refund. I requested soon I got the email from emirates to stop as non refundable was not mentioned while booking.

Thanks

I have paid online AED 3, 680 for an upgrade from economy to business and I have received SMS from the bank confirming the payment. On Emirates App I selected my seat in buisnsss call and status shown was buisness.

At check in in Fort Lauderdale airport, Allison Bindama from EK staff did not accept my upgrade although shown her the payment from the bank and Emirates App confirming my businnes status and seat number.

I neees EK to call me and resolve this asap.

[protected]

Hi There,
I was travelling from Johannesburg to Hyderabad.Ticket Number:[protected]
I lost my laptop and tab at emirates counter because of Patricia Unfortunately i brought extra luggage I tried to swap luggage in to another bag but Patricia shouted at me and showed empty counter to swap the luggage .Patricia and few other people at the counter yelled at me .
Some one was at empty counter I assumed he was also a Emirates staff as Patricia was also talking to that person.That person was helping me to swap my luggage and he stole my laptop & tab.I realized lately that i lost my laptop and Tab .He disappeared when i went back to emirates counter .I don't know why Patricia suggested me to go that counter .I paid money for extra luggage and i lost my assets too.

Regards
V Konduru

My booking reference number is HSEB4J, please look into this matter. I find that the customer service representative was so rude and impolite. I dont have the time to stay over in Dubai and will be missing charged for the cancellations as well.
Please the desirable solution is to fly me first class and move the times where I dont have to spending overnight in Dubai airport.

Hello, the 8th of march I've bought 5 tickets from Milan to NY (ref DSQDCB), for me and my family. Two different rates, FLEX Milan-NY (I knew already that I would have changed this flight) and SPECIAL NY-Milan. The 7th of april I've been in contact with the contact center to change the Milan-NY flight, but they were rejecting my request because in their theory, if you buy a flex rate and another more restrictive one the final rules are the restrictive ones. I tried a lot of times to tell them that I was changing the only FLEX flight, but they were continuing repeating the same sentence: if you change the entire trip the rules are the more restrictive ones...even if I was asking for a partial change (the only allowed to be fairly honest). Now I've bought again 5 tickets only 1 way, because I cannot play with my family this game, but I would like to have my money back (I will communicate the right bank account to receive the funds). I'm very sorry about the way I've been supported, really uneasy, unpersonal, and not at all professional. I mean...you have to read and apply the rules, but you have to apply when you can, otherwise you have to manage the customer.

Dear Sir/Madam,
Sub:Request for consideration of my Grievance
Ref No:Emirates Ref. DXB/PX/SS/081216/[protected]

I have the honor to state that I have incurred losses, faced huge mismanagement and unprofessional attitude from the Front Desk officials of the Emirates airlines in Dulles Airport in Washington due to cancellation of the flight EK232 on 6thDec due to Technical snag.

It is inevitable that the technical snags appears as and when during flight operations. It is beyond human control.
What is important is that, I was shocked by inefficiency of your front desk staff.
First I was stranded in the aircraft along with other co passengers for about 4 and ½ hours(you can get record from the captain or cabin crew)
(we were stranded for about 42 hours and 30 min before starting from NY JFK )

However Emirates Airlines recognized my difficulties, and declared that, they would refund my ticket fair from Dullues to Kolkata via Dubai and Issued a letter to me .
But after that I didn't get any response form the Emirates airlines authority.
Plz kindly extend your helping hand, by which Emirates can take the initiative for solving the problem before my departure to USA from Kolkata.
For your kind information I am sending all the correspondence of my email with Emirates
Sincerely yours,
Debajyoti Ghose

My 70 years old father in law mr. Abdul hafeez shaikh took flight ek507 (Jcmlgb) on 10th april 2017. Mumbai to dubai. He was told at the check-in counter by the attendant mr. Asif that his luggage is 4 kgs more, hence he should pay rs 6000/-. Hearing that mr. Abdul said since he does not have any hand-bag, he will carry 4-5 kgs in a handbag and that the handbag is inside the check-in bag.

Upon this mr. Asif said its ok you can pay rs 3000/- & move on. Mr. Abdul replied that he does not have rs 3000/- either, and he is right now only carrying aed 40/-. Which is around rs 750/-

Mr. Asif advised him its ok he can pay only aed 40 to one main (He pointed to someone) in the washroom. Hence the transaction took place in the washroom.

Mr. Abdul later realised that he was tricked into paying this aed 40 which he wanted to avoid by pulling out the handbag which he was not allowed to.

We do not need any refund etc but the guilty should be punished so that he doesnt do this with other travellers.

I was on a flight from dxb to hre on the 30th of march, one air hostess with a name bianca was an extremely rude, unfriendly one.. the rest of the crew were excellent to say the least...
I enjoy flying with emirates but this lady made my trip so dull .. i was not happy with her...she was doing duty free duties .. please do something about her. Maybe let her work where she is not in contact with the public...
She had a zimbabwean flag pin on her left side.. and im from Zimbabwe my self

Thank you

Booking ref QBZKNS Sunday 26th March my mum flew Buisness Class EK418 from Manchester to Bangkok via Dubai, a holiday that will be her Last to visit family for one last time to be informed in Bangkok her wheelchair, medication and case where missing. She was told that she would be able to keep hold of the Emirate wheelchair and her medication and her own chair would be got to her that night at the address she was staying, she was then taken to the car by Emirates staff to be told at the car she couldn't keep the Emirates wheelchair so then left at the car with no chair totally disabled . Needless to say no bags chair or medication where taken to the address that night. The following morning they where told to go back to the airport and rummage around a baggage room a 70 year old disabled lady and her husband, 3 hours later the chair was found but no case with her medication, by this time she was in crucial pain they took her to the hospital at Bangkok where it cost 26000 baht to replace Medication. In the meantime she had a fall whilst they where trying to move her in the bathroom, after the medication was taken it wasn't touching her pain so they returned to the hospital to find she has smashed her hip. My mum is still in hospital in Bangkok waiting to undergo surgery to pin and plate her hip.
I have spoken to numerous members from Emirates to be passed from pillar to post, I cannot believe that a company that considers themselves to be a luxurious airline can discriminate and treat an elderly disabled lady so badly, then to avoid all contact and try to pass this from person to person is a disgrace. I am appalled by Emirates and now 5 days on I am still waiting to hear from you, I will be passing all these details on to a solicitor as I am not prepared to pay another £1900 as quoted to change the flights to get them home because the hospital have said they will not be able to fly on the date originally planned it will not be safe. My contact details are Amanda Fox [protected] and I hope to hear from you very soon.