Emirates
Reviews and Complaints

I was flying from del - dxb with 2 pieces of checked in luggage and one carry on. I was told at the counter during check in that I was not allowed to be carrying a carry-on as well as my purse. They made me pay $185.00 usd extra so that I could check in my carry on item. When I asked that all airlines allow carry on and to see the rules where it states that I cannot have a purse as well as my carry on item, they threatened to not allow me on the flight.

The customer service representatives were nothing less than ignorant at delhi airport and seemed more interested in gossiping with one another instead of helping a paying customer. Extremely disappointed and will also be lodging a formal complaint with the airline.

On [protected] at 07:00 in the evening, I was on emirates air line flight number ek609 from karachi to dubai as a passenger. Plane was on its taxi and about to take off and suddenly passengers started felling like something is burning around on the board and within few seconds thick smoke occupied the whole plane. Few moments later we saw heavy flames of fire in one corner near seat and one crew member was trying to extinguish it... Really it was horrible, everyone got terrified, some people started crying and praying if they could manage to survive perhaps.

It was a situation that with 82 passengers including crew members, we all were trapped by thick smoke and fire on the board and due to deadly suffocation gas factor we could not breath. Furthermore, doors were remained locked or might be jammed since, by that time hydraulic system was not working as per one of the crew member.
We were mix with women, elders and children and every one's life was at risk.

They could managed to open doors after sometimes and we all skit out off the plane by emergency shoot and started running away since plane was full of fuel and anything could happen in that situation.

I am still in trauma and I don't know how long it will take to come over this horror episode. I think air line should come forward rather staying in silence, and evaluate the whole situation. We choose best airlines for our safety, but from airline no body has contacted so far and regretted. I feel that all victims deserve reasonable a compensation from emirates airline side, so that no one will loose confidence in their services in future.

I am not very much aware of aviation industry rules and regulations but, if entity is aware then we deserve a suitable compensation which should represent the class of emirates airline. Thanks - saadat ullah khan

I cancelled one tickets on 25-Aug-2014 and I got a refund email from the central refund on 1st Sep, untill now I have not received my refund.

When I call their help line, they keep on telling me wait wait it will come, but not one ready to give me any reference number of my complaint.
every agent on the call center promised me that he will write an email and get this done, but not resolved even after 42 days.

I never expect such a pethatic service from Emirates. now this time i am on call with emirates help line and till now its 40 minutes of the call and they are not able to connect me to the escalation desk. I have feeling they are just decieving me.

My contact number [protected], how come such a big company dont have any complaint management systems.

Emirates airline is known to be a world class airline which promotes high quality standard in fleet, airport and services. However, disappointment hits you when you reach the airport terminal 3 in Dubai. At first glance, it is very luxurious spacious and modern. Once checked in, I tried to access the business lounge with my priority pass. It was not accepted as they have only allocated ''Marhaba' lounge for non business tickets holders. You would expect an ok lounge anyway! I waited in a long queue to access the so called Marhaba lounge and after 20 min. Of wait, there was no available space to sit down. The chairs were turned into lying beds with people's feet up the tables in some area of the lounge. I left to reach the gates. The walk to the gates was endless, of course the airport is known to be huge. But I realized as well how unconventional and uncomfortable that is, especially that you can barely walk your way trough to reach the gates. It was a mayhem, with thousands of people trying to make their way too and roaming in the duty free area. People forcing their way through, bumping into ur shoulders, stepping on ur shoes.. Was just exhausting! I finally reached the gates after almost 17 min. Walk, to find the gates had no seating area and it was only a door to a bus.(I understand come destinations have that, but still then maybe make a discounted flights for the discounted service!) Another 15 min. standing in the bus before it moves for a long ride to the plane. It hits me then that since I got off that taxi at the airport door 2 hours ago, I didn't sit yet and i was overly stressed. Don't get me wrong I think emirates airline is good, but they definitely need to upgrade their services, their Marhaba lounge, as well as the space inside the airport, maybe separate the duty free from the gates? Or just make the alley wider! And make discounts for flights they think is of a less importance!

09/09/2014

Hi,
My name is andrei levkovsky. I purchased return ticket for my long trip
From melbourne to st petersburg and back from st petersburg to melbourne to fly
By emirates airlines.

I am writing
Now about part of my trip on 15/08/14 from st petersburg to dubai where I did
Have connecting flight to melbourne via kuala lumpur. From: st. Petersburg to:
Dubai flight: er 176 date: 15aug time: 1830

I have
Registered for flight, handed over my luggage and received a boarding pass.
After that i’ve had 1.5 hour till boarding time. I have been at the airport all
The time, had coffee with my family, felt sick and went to a wash-room. After
That I said good bye to my family and went to green corridor. I went through
Security straight away and then to passport control. There were few people in
Front of me and when I handed in my passport - customer officer delayed me with
Questions about my family, but my documents were fine & ndash; so i’ve lost 6-7
Minutes. After that & ndash; I went straight to my gate a08 and made my way through
Duty free shops as fast as I could and only once asked airport worker if this
Is a right way to go to gate a08. When I came to the gate a08 & ndash; the walking
Corridor started to disconnect from the gate and airport workers told me that i
Am 4 or 5 minutes late…? I could see the plane standing there for a long
Time, but I have been refused to get in.

I have been
Shocked by that! At all times at the airport my name has not been announced
Once! Perhaps me, my mother and my sister must be deaf? Because we did not
Hear anything. But we could hear very well when other names have been announced
Several times over and over.

I cannot
Describe enough how much of distress and derangement it gave to me and my
Family. My mother nearly had a heart attack, when she learned that I did not
Leave for dubai. My ticket has been cancelled all the way to australia!

So, I had to
Buy another ticket with difficulties, because it is a long way to fly! I’ve
Contacted flight centre in melbourne, did not sleep all night, spent a lot of
Money on telephone conversations, been extremely tired and managed to buy
Ticket to 16/09/14 and paid $1450au.

When i’ve
Registered for the flight to dubai on 16/08/14 & ndash; I asked to speak to the
Manager of emirates airlines. Her name is margarita eromenko - 597881.

When me and
My family talked to her & ndash; we have been unpleasantly surprised and later in the
Conversation shocked by her attitude towards passengers. She was talking only
About passenger’s
Responsibilities and
What they must
Do. She clearly could see that we
Are all upset and not once expressed her sympathy or apology for what has
Happened. She told that she has announced my name twice & ndash; three of us did not
Hear the announcement. I want to add to that - me and my sister are musicians
And both have excellent hearing! It has been clearly seen manager’s & ldquo;do not
Care attitude” her face and voice were like a cold stone. She proudly told us
That she took my luggage of the plane herself. I asked her - did she care as a
Manager knowing that flight is so long, has a connecting flight in dubai and 15
H flight altogether to australian continent? No, she did not care. At times i
Thought I am talking to the robot.

I asked to
Give me a note with the reason of cancelation the ticket. Instead she gave me a
Card with your website and said that I can complain. I insist a written note
(Need it for work) with the reason and compensation why emirates airlines
Cancelled my ticket, knowing that I have been registered and I am at the
Airport ready to fly.

I have been
Flying many times with different airlines for few years and witnessed few times
In similar situations a lot of care, attention and help from airline workers
Towards passengers when’ve been sitting in the plane waiting for others.
All of my friends and colleges at
Work cannot believe me that it has happened! I was few minutes late and have
Been denied to get in to half empty plane. I’ve heard good opinion about emirates
Airlines before and I thought that it will be pleasant experience. Now I do
Regret that I have chosen this one.

Please, contact me as soon as possible regarding my complaint.

My email
Address:
[protected]@yahoo.com

Sincerely
Yours

Andrei levkovsky

Dear sir/madam,
I am writing on behalf of three travelors : mr samason omuudu otengei, mr aporu john paul and myself were scheduled to travel back to uganda by emirates airlines through malpensa airport on the above mentioned date. However upon arrival at the airport and during check-in time (19h20) the personal at the counter informed us of 3 hours delay meaning our flight will now shift from 22h20 to 1h 20. We waited and waited until 4h20 am in the morning when we finally boarded fro dubai. This implied that our flight from dubai to entebbe was not possible on the 7the september as had been scheduled earlier on. So emirates accomodated us in their hotel one night and we were rebooked for 8th september. We suffered a lot at malpensa airport, we had nowhere to put our heads, we slept on the cold floor. It was so painfull and pathetic a situation. What does your policy say about severe delayed flights and pains caused to customers? Thank you for any assistance rendered to us

I travelled from Dubai to Perth, unfortunately without my luggage.
Eight weeks later, still no luggage.
I understand this happens, unfortunately I have a lot of hard earned purchases in that bag.
What I don't understand is how badly the process had been handled by Emirates.
In the eight weeks I have received two phone calls from the airline that I didn't initiate.
My emails or phone requests that I be contacted, go unanswered. I speak to a different person every time, and no one takes responsibility to trace the bag. I repeat my story each time and have been asked to send the same information so many time I've lost count.
Three times I've been contacted by text that my luggage is found, only to be disappointed.
Each time I speak to an Emirates representative they blame the delay on a another airline. The other airline has no connection with my luggage, which is perplexing.
Unorganised is be word I would use for Emirates.
However the most disappointing attribute, is Emirates lack of care.
Quite frankly Emirates don't care how the customer is treated

I arrived home last night. Fight EK 420... When we left Perth airport my partner and I wrapped our bags in cling wrap for this precise reason. On the way back I thought we would be fine. I was wrong. I collected my bag last night and saw that my zip handles on my bag were badly bent and the lock I had on my bag was replaced with one that wasn't mine! I had a brand new bright purple lock and it was now an old gold lock! I was told last night sometimes the airline does random bag searches I was not told this happens when I purchased my ticket . I had to get customs to cut this lock as there was no way for me to get into my bag and I was concerned my stuff had either been stolen or a possibility someone had put a little extra in my bag! Customs said that it was weird another lock that wasn't mine was put back on my bag. I am severely unhappy with the lack of respect for my belongings and angry that I was not informed my bag had been opened. I opened my bag and everything was in its place. Didn't look like anything had been touched which worries me more. Why open my bag not touch anything then seal it back up with a lock that doesn't belong to me. Also I was told if a bag has been randomly searched they leave a card informing you that they have done so. No card to be seen. I would love for someone to email me and explain themselves.
- A

I was traveling with my mother and aunt from Newcastle airport we are Arabs Muslims and among all ladies who are all carrying their handbags and personal women bag, we were stopped and charged for our small slim bag. This happened with the approval of the emirates ground crew. To double check and be sure, I went to dubai emirates desk at airport and showed them both my bags I was carrying and they were shocked for this act. I complained, but of course emirates would rather show off their rewards and profits than care about their customers!

Baggage allowance addis ababa to london return is 40 kgs and I flew with this allowance at easter 2014. Yesterday 17th august 2014 I flew with a ticket for london - addis ababa return and was told that the allowance is only 30 kgs - apparently it varies in relation to where the ticket is bought. I had to pay for 10kgs excess luggage which cost �400. If I had known this crazy baggage policy I would not have flown emirates, and I will certainly not use them again. Their online complaints procedure does not produce the form that has to be filled in so no way to seek a refund.

I (Actually in a group of 3) was embarrassed to the bone by your staff especially one dark skinned rebecca at dxb dubai during check in for flight ek787 to accra 6/8/14. At a point, I felt I was maltreated because I am a dark skinned african.

What happened:

We started the journey from schipol on the 2/8/14 to dubai. Our flight was schedule for departure at 3:30pm but when we got there, we were made to understand that the flight is full and we are entitled to a compensation offer (Options) if we agree to travel with the next flight.In fact, your staff there were very polite, reasonable and professional. We agreed to the offer and was bumped to business class including allowance for luggage. I therefore bought a few duty free items from schipol and my luggage raised to 36kg instead of 30kg for economy because of the offer.

We arrived at dxb successfully and spent 3days without adding up to the luggage.

On that fateful day, 6/8/14 during check in, after staying in a long queue we were told they don't have our name and records in the system for boarding pass. As if that was not enough, our luggage too was over the limit and have to pay. When we tried to explain to rebecca, she shouted on us in the glare view of other passengers as if we were no bodies. Instantly, out of instincts, I regretted taking the offer at schipol. How can I buy items from schipol based on your offer and have to dump them at dxb? Was I being deceived at schipol to be embarrassed at dxb?

I tried to explain to every staff that mattered on that day but was completely ignored and disrespected.In the end, I was turned into a laughing stock and had to pay.In fact, that was a bad experience for me because I least expected that from emirates air.

Your staff in the plane were nice all the way from accra to amsterdam and back.

This is in regards to my travel in emirates ek565 (23d seat) and ek 221 (26e seat) from blr to dub and from dub to dfw on 06/03/14 and reaching on 06/04/14. We travelled from bangalore and reached dubai and had a stopover in dubai for about 15 hours, then travelled from dubai to dallas. I had put in the following jewellery in my check in baggage:
2 baby silver anklets and 1baby silver bangle
These were kept in a red pouch and when I saw after a while of unpacking they are missing. Everything else seem to be intact.

I am really distressed by this experience and I request emirates to look into this matter or compensate for my loss.

Hoping to receive a response.

Regards,
Sarayu pai

I travelled from london heathrow to lahore on 03 june 2014. Upon arrival in lahore, pakistan I discovered that my luggage locks were broken, suit cases badly damaged and stuff missing.
I had used travel locks to secure my luggage but obviously, emirates wasn't able to protect my luggage. As passengers, we trust the airline when we hand over our luggage to them at the check in counter. Losing the luggage is another thing, but receiving them with broken locks, badly damaged suit cases and stuff missing is not something you expect from emirates. I am a frequent flyer and frankly, the emirates staff at the airport wasn't helpful at all. I was being made to feel as if it was my fault, until I seriously lost my temper and only then did they file a damaged luggage report. The gentleman who handled the complaint told me that someone from emirates will call me in 2-3 days time to discuss this debacle with me. After 12 days, I called myself and was told to come to the airport. I am seriously annoyed at emirates' attitude. I am giving up flying on emirates, I fly as much as 5 times a year. I'd rather travel with an airline that protects my luggage and acknowledges my loyalty.
Saquib ahmed

I booked two round trip tickets for my children, to travel from newcastle (Uk) to hong kong via dubai, on the 15th june 2014. The flight (Ek36) was due to take off at 13:15 first the flight was delayed and it took the pilot nearly 6 hours to decided the flight was cancelled by this time my children was tired, hungry and scared. The only option for them was to call me at work to come and collect them from the airport. When I arrived at the airport the information desk for emirates was closed and the passengers from the flight was already out with their luggages, but not knowing what to do next, as there was no further information regarding to the flight etc. When at last someone said that the delayed flight will be rescheduled till the following day (16th) at 15:00, I took my children home. My children checked in, two hour before the flight and luggages checked in. Guess what happened next? Yes the flight was delayed again, to 17:00, delayed again to 21:00. So by this time the children has sat in that airport frustrated, bored and agitated. They have no information regarding their connection flight to hkg and because of this I could not arrange anyone to pick up my children once they arrive at hkg. This cancellation of flight has cost my children several days of their well deserved holiday, and my wages (For taking time off to pick the up at the airport) parking fee and mostly feeling so disappointed with this airline. You have no respect for your customers, and the lack of information was unbelievable. I would like to be recompensed for this delay, and hopefully this airline can improve on customers services. I am so disappointed and angry with emirates, because not only it was a bad experience for my two children, it has spoilt their holiday.

Traveling with a group of 21 people including my5 kids my self and my wife .my eldest is 10 years old and a14 month old baby.we arrived at Dubai airport early we was all told to go to one counter the lady at the desk was so slow that people behind us in the line was getting served faster at the desk we revived 19 boarding passes the other two boarding pass was not given reason been sorry flight over booked so my self and my wife was separated from our kids and told to get on the next flight.my kids didn't understand why mum and dad r been parted from us.When we asked the lady at the desk if one our two of the group members can let us mum and dad on and thay will cum on the next flight but no that was not a option...

First class lounge-a shocking service from beginning till the end. 22.4.2014 at midnight
I made a check-in at the reception in first class lounge:the staff was unfriendly from the first moment.I showed them my first class ticket.The young white lady with a wart in her face sent me away.She said I should use the business lounge.I said I paid for the first class ticket I would like to use the first class lounge.I was very tired after flight from Prague and wanted to relax and sleep.They didn't help me with my suitcases nor helped me with my massage appointment absolutelly with nothing.I was very disappointed, there was no suitcases cupboard nor cabinet where I could lock my suitcases and private bags.The shower were too small and the hair dryer didn't work.The refreshments :I had a yoghurt and a small sandwich -bot were uneatable and untasteful. The massage was so poor and so unprofessional-I would not recommend to anyone.The quiet zone, was the worst shock.No space, no privacy, no cupboard where I could lock my stuff while I tried to sleep.The outside noise was terrible.To be honest the visit of the first class was not worth it and it was a big disappointment for me.
Could somebody from the management explain me how it is possible to experience something like this?

Dear sir/madam;
Hello. My name is marwa el-mubarak, I flew via emirates airlines on the 22nd of april to dubai and was supposed to fly back on the 15th of may but instead I came back on the 16th and for that I would like to file a complaint for how things went down at the airport.
First of all I have been meaning to contact you ever since I got back but both of my daughters and me were sick from not sleeping well for two days.
This is what happened;
On may 15 we reached the check-in counter at 1:29 pm and the check-in closes at 1:35 which means we had 6 minutes to be checked-in (By we I mean me, my pregnant sister, her son and my two daughters).
When we arrived at the counter there was only one lady working so she xalled another lady to assist her with the check-in but the other employee had a more important conversation to finish with a colleuge.
The first lady was able to wey in our luggage and check-in my sister and son while the other one was too busy with her colleuge to check-in mine (My daughters are added in my passport).
Five minutes later we were told that I couldn't fly and my sister and her son can go without their luggage which was of course not acceptable for both of us. So we were politely convincing them to check us in, they said they can't do a thing and they called their supervisor who came and reopened the booking but said we had extra weight and we had to pay more than 3000dhs, so I told him we will remove a bag by then he said sorry it's too late now and we can't travel (Will the airlines be able to find the time if we were going to pay?)
Then I asked to speak to the manager and they sent me to the supervisor as if he's the duty manager, while speaking to him he was being very rude, demeaning, kept ignoring us and walking away from ur while speaking to him, as well as implying to our lack of knowledge of how international airports work as if we're dumb and this is our first time to travel.
I would like to point out another point that leads to another question, the passports checked-in my sister's and her son are american passports and mine is sudanese, so question is: does the airlines have racism issue? Do americans arriving at the same time traveling on the same flight to the same destination have more benifits? And are they able to pass check-in point and sudanese aren't?
While we were talking to the disrespectful supervisor whom we didn't ask to speak to but got manipulated by your employees to think he is the attending duty manager, he told us that we had to pay 200dhs/ticket, and when I told him that we don't have the required amount of money he carelessly said: mam you have to find a way to come up with the money, so as far as he knows we were left to stay in dubai for a whole day without enough money, didn't bother to arrange for our drive back nor our stay, so were we supposed to stay in the street and eat nothing? Two ladies one pregnant and three kids 4 3 and 1 and a half year old kids!
We went to the ticket sales and the gentleman on charge was astonished by what happened and told us we had to pay $200/ticket while adding that the airlines wasn't supposed to do this and even if we were late we still had 6 minutes authorized by emirates to be checked-in, unfortunately it was almost 2:25 by then and the take-off was in 10mins.
So we went back to my aunt's place there I called the airlines again the gentleman on the phone was stunned by what happened and tried to calm me down and said the airport is a different office but it showed in the system that my sister was checked-in and that in the system we appear to be a no show, but he was very nice and adviced that we go talk to them before we pay and booked for us ib the next flight.
The next day we went to the airport and luckily the same supervisor was attending, we came and talked to him about the no show as the gentleman from the call center adviced, instead of being nice and trying to work with us he continued with the same demeaning attitude he used the previous day at that point we flipped and started yelling (which should've happened the day before) , and kept accusing us of being irresponsible and ignorant which is not his place to say any personal things to us and we refuse to be addressed in such way. Then came a senior supervisor whi was aware of the case since the day before but was quiet and I personally think they were thrilled to see us pay and benefit the airlines more (by the way this is not my first time to travel via emirates but I have never met such lousy employees who can't perfect their job). So the senior supervisor told us that 6 minutes isn't enough, is it?! Two "american passports " were checked-in in in less than 6 minutes and 1 sudanese passport didn't have the time to get checked-in?And if those 6 minutes are not enough why is it written everywhere that check-in closes 60 minutes before departure?
Eventually we paid $100/ticket because of your inadequate and incapable employees, both me and my sister aren't satisfied with paying, being publicly insulted, having to stay extra 24hours in dubai, for the lack of accommodations that should have been provided by the airlines and not bearing in mind nor considering that fact that we're ladies one is pregnant with three kids.
I flew by etihad airlines, ethiopian airlines, egyptian airlines, turkish airlines and qatar airways and I have never experienced such humiliation and insult from any employee at the airlines mentioned, and if we dont get properly compensated emirates will always be our last choice.
In conclusion, we would like to reclaim every penny we had to pay due to the faults of emirates airlines.
Marwa el-mubarak
Email: [protected]@gmail.com
Mobile no: +[protected]

I booked a flight from glasgow to sydney on emirates, departing 22nd february and arriving in sydney on the 23rd. My flight number was ek0026 from glasgow and ek 5002 from dubai. I arrived in dubai with plenty of time to make my connecting flight and was at the gate 40 minutes before departure. When the staff member scanned my boarding pass as I was boarding the flight, the computer did not recognise my boarding pass. I was asked to stand aside with 3 other female passengers. We were then told to follow a staff member who speedily led us to a central reception desk where we waited for 2 hours to be attended to. During this time we had no idea why we were not able to board our flight. When we were finally seen we were told that our seats had been sold and that we wouldn't get another flight for 24 hours. We had to ask for meal vouchers as they were not voluntarily issued by the airline and the vouchers were only adequate for one meal. We had to continually request more vouchers to see us through the 24 hour lay over. We were not offered any compensation other than the meal vouchers. No accommodation was provided and no apology was given. We asked one staff member if our alternative flight had been booked and he assured us it had. We later found out that the flight had not been booked and we had to go back to the desk and go through the booking process for a second time.
When I finally arrived in sydney, my luggage was delayed by 2 days and I had important medication in my suitcase. I had to go without my pills for 3 days.
I feel that this is not a decent practice and would like some explanation form emirates as to why this occurred. I was not satisfied with the service at dubai airport by emirates staff.

Dear customer relationship management,

I am writing to inform you about the most dreadful experience I ever had with emirates airline. My flight no ek0571 from ccu to dus ek0057 scheduled to take off on 4th march 2014 at 8:55 am had left me and my family in a state of turmoil.

I had already made an online check-in and arrived at the airport around 7:40 am, had my security check done and went to the emirates counter to collect my boarding pass. The staff named saurabh and sudeep banerjee refused to give me the boarding pass since I had 4-5 kg extra (Details are given below) :

One luggage 29.6 kg
One laptop trolley bag 4-5 kg
One hand luggage 6 kg

Instead of telling me distinctively to unload my baggage, they were more keen on my wallet. I quickly went outside to unload my baggage and when I came back around 8:15 am, the concerned people refused to give me my boarding pass, saying the counter is closed now. The flight was not as per the schedule, it took off around 9:30 am. I could have taken the flight but they choose to harassed me for hours and hours.

Being a women, I cried and yelled but no one from emirates came to help me out. I was told they are coming in 5-10 minutes but there was not a single emirate staff to address this issue, instead air india staff were helping me out. The emirates staff working at the kolkata airport are not up to the standards. They have little to no mind and should be employed to clean the floors.

I came back home around 3:00 pm. The hours of harassment faced by me and my family was simply unbearable. I still cannot believe that just for few kilos, they didn't allowed me to board an international flight. I really cannot figure out where my fault was and now I paid 5000 inr for my next flight. This is simply unacceptable and I need compensation for the grievances me and my family had to face.

I demand an immediate action in this regard and I hope that my issue is not left unheard!

Thanking you
Ayesha samad

It is just to bring into your notice that being best airline I chose this to travel from Dallas to Karachi via Dubai arrived Karachi on 21/1/2014 Probably as per procedure on Dallas airport locks of suitcases were got opened and rubber sealed on arrival at Karachi airport the freight was loaded in the vehicle by the loader in our presence but at home it revealed that two suitcases were unlocked, unsealed and articles including makeup items, chocolates, cloths and two PC Tablets vanished.
The articles removed from the suitcases were worth about 600$. I not only shocked but strange to know about this incident from such renowned airline therefore I felt it necessary to lodge complaint to look into this awful incident and save the airline from defamation.

Thanks.
Yours Sincerely
PARVEEN SAEED