Emirates
Reviews and Complaints

I bought few articles from emirates and had already paid the customs via my credit card and still they took customs again via my courier to release my goods... Where should I complian to get my customs back...

I flew in from jhb to msct on the 3rd of october. When I landed in muscat the wrapper on my suitcase was off and when I got home 3 of my watches where missing. And I had dad one of the watches for only 2 months.

I sent an email to emirates and I did not get any response. I called the centre in jhb and they said I should report the incident in muscat.
I called the muscat baggage centre 55 times and the phone was never answered.
I then called the emirates centre in dubai and got a fax number and I faxed them on the 9th and still did not get any response.

My main concern is that my baggage was opened and with all the drug problems going on around the world if somebody had stashed drugs in my baggage I would be held responsible.

On top of that I flew the same airline from muscat to johannesburg and had booked an saa flight separately.

The emirates airline was delayed in dubai for more than 1hour and I therefore missed my local flight.
When I informed the airline they said the ticket was not booked in conjuction with the emirates ticket so their airline could not be held responsible for the penalty fee I paid on emirates.

I am really dissatisfied with this airline and having said that their staff's attitude is really appalling, they serve customers according to the color.
I have observed this several times because I have been using the same airline for the past 13years.

On the 28 november 2017, I had a very bad experience taking emirates from addis ababa to dubai. The departure flight was delayed by 3 hours but we were all assured many times that our connecting flight would have no problem.In the plane, a passenger in front of me opened the hatrack and I told him politely to be careful of some of the bags above as it could fall on my head. The african man replied that if it falls it falls! I then pressed the cabin staff assistant button but to no avail. Nobody came up to me at all. Then the male crew came by serving tea and I told him to re-arrange the bags in case that unreasonable passenger in front of me opened the hatrack again. He said he will be right back but he never came back at all. I then told the woman air-stewardess and she told me and the passenger that we should deal with it ourself!I cannot believe that this is how emirates deal with situations in the plane. I heard it was a premier airline competing with the likes of singapore air and cathay pacific. No way in a zillion years. Please send your crew for training in asia and you will understand what exactly is good impeccable service. I asked to borrow a pen to fill up the immigration form and none of the crew had a pen to lend. Emirates could only be a third-rate airline along with united airlines, aeroflot and alitalia.

For 3 times I have booked private suite on A 380 with Emirates. And for 3 times I could not board the plane because of technical failures/problems.
On Sunday October 24 2017 Flight 004 from London Heathrow with Emirates was cancelled yet again and I was forced to board a much later flight with no private suite. Suitcases were left behind and I arrived at destination with nothing!

I, along with my wife, who is a physically disabled senor citizen had traveled by this air lines from Trivandrum, India to Dubai and then onwards to New York (JFK). I had purchased the tickets more than 1 month ago and had requested for wheel chair assistance and proper seating arrangements. But when we reached for check-in, we were told that our request for seats could not be arranged. So we traveled in the available seats and reached Dubai more than half hour late. During the flight, none of the crew were courteous or helpful. When my wife wanted to go to the toilet nobody came to help her for a long time. Finally a male cabin crew came to take her to the toilet and even he was very arrogant. When we boarded the flight from Dubai to New York, we were given 2 seats far from each other. As my wife is severely disabled, it is not possible for her to travel alone and none of the crew were in anyway helpful. Out of the good will of a couple of other passengers, we got 2 seats together. the cabin crew of the above flight were most unhelpful and none of them ever inquired about any help we needed. To top it all, we were shunted from New York to Washington DC and then to Baltimore, where we were the plane was left unattended in the run way for about 8 hours without food or water of water in the toilets. By the time we cleared customs and reached a hotel it was 3.30 AM, that is about 26 hours after we started the journey from Dubai. It was very inhuman and barbaric treatment we had to undergo through out our journey by the emirates flights. Am now seriously contemplating legal action against the air lines that caused us such a lot of hardship during an international flight.

We started our holiday from Newcastle to Dubai on the 1st August, The staff were extremely helpful and friendly, being a diabetic I asked if the snack meal that they were serving could be changed for something more healthy. A few minutes later along comes a tray packed with all the foods that I could eat. After a wonderful stay in Dubai of 4 nights we set off to the airport to travel this time to Hong Kong, again with Emirates Airlines. All went well until the supper tray arrived, jam, cake, penguin biscuit, sugary fruit, croissant and sugary orange juice. The flight attendant who served me was a blond Australian called Alison. When I mentioned to her that I was a diabetic and couldn't eat the meal being served, all she said was "well thats all there is so I'll take it away then" this take it or leave it attitude is not the way to treat customers who are paying your wages. It is hard enough to get diabetic food when travelling on airlines at the best of times, but dealing with people with different illnesses should be a priority. If you can't be nice to the public then don't do the job.

You can try to call emirates jakarta on the number given in website +[protected] but nobody will answer. I have been trying for past 3 days since I have lost my phone in check in baggage but after seeing emirates customer care service, it is pointless to even talk to them. I lost my phone, I lost my money for calling them since 3 days.

Emirates, you are the poorest service I have ever had in my life time. I also request my friends to think twice before book this flight.

Dear sirmadam

On monday the 5oct I took a connecting flight from dubai to south africa at 4:40am. Once aboard the aircraft our monitors did not work (the whole of the 3 seater). We informed the staff however we got told that they would come on once the engines started as there was not enough power. We missed the safety instructions and 20min into the flight we complained again and were told that there was no power in our row and there would be no television entertainment for the 8hr journey. We were offerd magazines but I dont see how that would of helped as the overhead reading lights were not working either. I then needed a drink of water during the flight and could not call the attendant as the button wasnt powerd either and I was seated at the window with 2 sleeping passengers beside me. The flight was terrible and at the end of the flight we were given a small bag of gifts including a pack of cards which we could have done with 8hrs prior, same applies to the earplugs, eyemasks, toothbrush ect. The reason I fly emirates is I know its of good standards with brilliant entertainment however I feel extremly let down and frustrated I paid the same as all the other passengers on board but was not given the same benfits, I feel I deserve some compensation atleast.

Regards
Miss t winkler
Tanyawinkler@yahoo.Co. Uk

Just today 20th of Jan 2017, I walked in the business check in area at termianl 3, travelling from duabi to Bahrain on economy class, heading later to Saudi by car, I hold a sliver skyward card, I did not come to know where to go and no one have asked me when I walked in, the Fillipina staff was rude and told me I should be at a different counter, this is not for silver, I told he I did not know about it, you did not mention in your Emirates skyward booklet which area I should go, it says terminal 3 business class check in!
She was rude and she asked the porter why did you bring him here? why you did not ask him? she made me feel uncomfertable, she was not smiling and as if she paid the ticket,

I alway travel business, but this time I did economy, I just come to know that Emirates in particular treat economy passengers like animels, I hate say this, but it true, when we arrived in Bahrain and leaving the aircarft, the supervisor pushed me back to let business class passengers leave first after the tube changed the the door from the first door to the middle one. I think the perception on economy passengers are poor, low class citizens dont desever much respect, i been travalling Emirates for more than 15 years, things are changing, they go for volume and less quality, no the same no doubt, it is sad, even their staff are complaining when I do chat with them, very sad, good luck emriates.

Mohammad Alsahib
Saudi from saudi arabia. alkhobar
sahibking@hotmail.com

Allow me to express my complete and utter shock and dissatisfaction with the services I have received from Emirates airlines, specifically those in the Sandton Call centre.

On the 16th of November I paid for airline tickets, to Dubai, for flights on the 21st of December return on the 27th December. I received an email prompting me to wait 6 days and I will receive my E-ticket. After 1 week I received an email stating that my booking was cancelled. I called the call centre agents but no one could give me an answer as to why I had not yet received my E-tickets. I called every alternate day to follow up, but was simply told each and every time to call back in two days. I was told that the query is being escalated to Gert. I called back 5 times to speak to Gert. He was unavailable each time. I left messages each time for Gert to return my calls. He has not yet returned my calls. Today I contacted the call centre and they requested that I send them my bank statements showing that the amount actually left my account, proof of payment as well as the banking details I used when making payment as they claim they cannot locate the payment. I have submitted all of these documents but STILL no one could tell me what the problem is.

I myself went through pains and many phone calls to locate the telephone number of one of the staff members in the accounts department at Emirates. I received confirmation from this staff member, stating that this amount has reflected on their account and they have received payment. Is there no communication in this office? Can Gert or one of the call centre agents not confirm with the accounts department that payment was received? Are Emirates staff so incompetent that we, as their clients, need to teach them how to do their work?

One of the reasons I chose to book with Emirates, despite their ticket costs being higher than other airlines, when traveling is because of their reputation as being a world class airline and their excellent services I received in the past. I am saddened to realize that their service has gone to the dogs!

I am definitely not considering Emirates as my next airline choice. I would rather choose a much cheaper airline where I would not have to deal with such a disservice!

on my return journey from iran to the united kingdom i was supposed to have a stop over of one hour and twenty minutes however the delay was six and a half hours. when i went to depart i was told that the flight was delayed the flight was changed to 14.35. my ticket number was 176-[protected] my name is mehdi gholamali. on my return i was exhausted from such a long journey. this experience was very unexpected as i had had a very good flight out from the uk.

I found no way of providing a feedback to Emirates Airlines. This is the only way I thought I can share my thoughts about it.
Along with my family I recently went to India by Emirates Airlines - Houston to Mumbai via Dubai. While boarding from Houston, our cabin bags were taken away saying that there was no space (which we later found, was there). We were not even given any time to take our important stuff to keep with us. Upon asking we were told, that our bags will be given back in Dubai. However when we reached Dubai, we found out that we had to clear immigration to get our cabin bags, which was not possible. And were asked to transfer those bags to our final destination. We had all our next boarding passes and important papers and things in those bags. Since we had no other choice we had to make a request for the bags to be sent to our final destination.

We got our bags 7 day after we reached. Not only that, the seal was broken and some of the goods stolen! What I don't get is, why were we not told about the immigration clearance required just to pick our cabin bags. Its not like we didn't ask. After a lot of requesting we were told that we will get our cabin bags without any problem? If the airline crew itself don't know any thing, what are we supposed to do? Its not the money but the memories we lost from the goods that were stolen. All we want is that the culprit should be caught! If the internal airline members do such a thing can we really trust them?

This has been a very bad experience for my family, never to be forgotten!

I traveled overseas from Sydney to Syria on the 16th of July 2007. our flight was delayed in Sydney and didn’t fly out till 10.00pm, this made us late for the flight from Dubai to Damascus. We had to wait 5 hours until the next plane. In this time I had something to eat at your restaurant in Dubai airport. I fell very very sick on the flight from Dubai to Damascus. I was vomiting non stop in the bathroom and no one would help me. My head was spinning and asked staff that I really needed to lye down, I was told to sit in my chair and nothing can be done. I was really sick and had a huge head ache. They didn’t help. I was mad with them.

I had my 6 year daughter with me. She was so scared she was by herself most of the trip as i was sick in the toilet.

On our flight home from Syria to Sydney (3rd September) we purchased a bottle of scotch from Dubai airport. This was taken in customs. I explained that I had just purchased it and was told I can’t take liquid on board. WHY WEREN’T WE TOLD. I paid $180 USD. THERE WHERE HUNDREDS OF LIQUOR BOTTLES IN A HUGE PLASTIC CONTAINER, Someone is making a lot of money? This is not fair and I think I should be refunded, Something or someone is CORRUPT

My family and I have traveled with you before on a number of occasions and never had problems, I don’t understand why the service of Emirates has gone down so much. I am extremely upset with Emirates!

Have flown internationally on KLM, JAL, Singapore Airlines, British Airways, Air France, Qantas, Air New Zealand, LAN Chile, China Eastern, Jetstar (and even Continental and United back in the day) plus others I've no doubt forgotten and a bunch of domestics. Would fly any of them again tomorrow but hope never to fly Emirates again. Their gloss is only skin deep. They talk a good game but when you really need it their customer service is the worst of any - unless your idea of a holiday is paying for a tickets then staying home. Just save yourself and your family the hassle and fly an airline that makes an effort.

sarah no they dont, people treat crew like ### ..have people ever heard of a please and thank you..no its just get me!

all i can say dont bite the hand that feeds you

emirates airways is awful!

If u do not have a Gold card, u cud go to www.skywards.com and log into u r account and under my account option u have temporary card. U cud print that temp card and utilize to get all the benifits of the Gold member like access to the business lounge . U cud also send a fax to [protected] with u r correct postal address and the post code.

PS: Also to let u know that if one has a silver card, they cud access the business longe

I don't have any other word except don't travel with Emirates. They are awful. They treat people inhuman.

Have you tried calling singapore emirates office?

I was traveling from dubai to mombay flight no 504 date 11-01-2008. I have been delayed to other flight although my reservation was ok.

Emirates, so far in advance of it's competitors in every aspect of service until it comes to losing baggage, customer follow up and customer service. We checked 5 bags at Auckland in New Zealand. A 4 hour flight later and we were in Melbourne but only 4 of our bags made it. We were assured at the time by the Emirates Airport staff that they bag would most likely show up the next day and then would be couriered to us at no extra charge. We were given a contact number that we have called frequently and get no response from. We called the airport direct and were transfered through to the Emirates baggage services twice and even though we have been assured we would be kept informed no one returns our phone calls.

What do we need to do? Not good enough!

considering everything in the lounge and duty free is security screened there is no danger. and your screened during transfer to ensure you not transporting goods that are dangerous or illegal!

So all of your flights were delayed by an hour...did you arrive in time to catch your connecting flight...yes... SO WHATS THE PROBLEM?

some people are not happy unless they;re complaining

Aologies, this comment posted before I had amended it as I see you have not yet got your bag back. There is obviously widespread bag theft/negligence by emirates in india. Emirates should do something to safeguard their customer's luggage in these cases, considering the cost of flying with them is at least £200 more than other airlines.

Hi
I have had a similar experience, my whole luggage was lost from emirates at Mumbai airport and I strongly suspect the guys at the check in desk took the bag - I never saw him put a label on the bag or moving it down the conveyor belt. Emirates are apparently 'trying to trace the bag' but have not taken anything I have said seriously. There is not even any human response to it. You are lucky you at least finally got your bag back, mine contained all the christmas presents I had bought for my family, as well as many other personal items.

I can't believe that this could happen at a large international airport. Really not happy.

Diana Liyanage

Dear Sirs,

I am writing in regards to a visit visa standoff between me and one of your employees who promised to issue me two three month visit visas at a cost of AED 1500 each.

I payed the money to this particular gentleman and he processed one of the visas though its validity was only for two months, the second visa though fully paid was never processed and no reason was given.

After a bitter follow up with your employee and upon disclosing to him I would follow up from your offices, he offered to pay back the money in installments.

Six months down the lane since our agreement for the payment to be done, this gentleman payed for three months and refused to pay the balance. please advise me what would be my chances of getting back my money since I have many responsibilities and I am quite caught up financially.

I have some of the emails which we exchanged during this time and i will be willing to forward them to you if need be.

To contact me on any precendings please use my address paulmtd@hotmail.com

Dear Sir/Madam,

I would like to bring to your notice that my family and I travelled to Delhi from Riyadh via Dubai on flights EK3818 (Riyadh to Dubai) starting on 18th November, 2009 and EK 512 (Dubai to Delhi) starting on 18th November, 2009, reaching Delhi at 2.40 am on 19th November at IGI airport in Delhi. We are holding confirmed return tickets on the 17th of December 2009. On arrival at the IGI airport Delhi, we did not receive 1 baggage under tag no. EK556293.

We filled immediately the Property Irregularity Report (PIR) for checked baggage besides the Baggage Inventory Form. We had already provided the original baggage identification tags to the Emirates representatives immediately on arrival at IGI Airport, New Delhi on 19 November.

We were told that our mishandled bag will be traced and restored to us within three working days but even after 17 days, the Emirates office staff (starting with Ritu Suri, Joshua, Olivia etc..) at IGI airport are clueless.

On December 06, 2009, I received a call from one Ms. Olivia that our bag had been traced in Dubai and the same would be restored to us the next day. To our extreme disappointment and dismay, an air bag belonging to some other person travelling from Beirut to Delhi via Dubai was delivered to me. This happened even as we had supplied each and every detail of the mishandled bag to the above mentioned Emirates representatives at the IGI airport in duly filled forms and through telephone and even a lay man could have visibly differentiate between the wrong bag delivered to us and bag specifications provided by me including physical appearance of the bag and Tag number.

I wonder how responsibly the ground staff of Emirates at IGI airport executed their job that instead of providing our lost bag, they delivered a wrong bag to us thus creating more difficulties for us and also to the person whose bag was delivered to us.

Given that we came to India for Eid Al Adha vacations and to attend weddings, all our Eid clothes and gifts are in the bag and the irresponsibility and deficiency in service of Emirates in delivering the bag No. EK556293 has caused extreme inconvenience and we have had to make many purchases to ensure that we are able to attend these personal functions. I am expecting that an airline of your calibre will address this issue on priority and ensure;

1. Prompt delivery of baggage (in good condition)
2. Compensation for the purchases made to cover the delay in receiving the bag

I am a dedicated Emirates traveller but this is a really frustrating and irritating experience this time with Emirates. Even after our repeated follow-ups, we are told that the bag is still untraceable, which is not at all acceptable to us.

I expect assistance of the standard you claim to maintain. I am very disappointed and hence this written request to expedite the matter at the earliest. My Delhi contact number is + [protected] and Riyadh number is + 966 [protected].

Please find below my communication with the ground staff of Emirates at IGI airport, Delhi. This is in addition to our almost daily telephonic inquiries with the Emirates staff.

Thanks & Regards

Nisar A. Khan
Senior Consultant
Consulting Center for Finance and Investment (CCFI)
P.O.Box 2462
Riyadh - 11451
KSA

I am disappointed in the fact that I changed from another airline to fly emirates. I lost my luggage going to South Africa on flight EK 761 22 Jan 2008. I was 1 of about 8 others. Reporting this eventually resulted in me missing a connection flight as well because of the time delay and long cues at that counter.

On doing follow up calls to the emirates I was lied to at least once and that was when they decided to answer their phone which they don't seem like doing. I have had no response from them. Almost a month now and I have still heard nothing and don't expect to either.

Travelling back to Eastern Europe I once again had the misfortune to fly with them and lost my luggage again. The entity there booked it to Iran and at Dubai I determined that I was booked on a later flight too and would once again miss the transfer flight. I am not the only one that it happened to.

This is not acceptable to me and have requested that our Company no longer use emirates. I will at my own cost publish a detailed article in the Sunday news papers to warn others of this lousy setup.

I regret using this airline and will not recommend it.

I and my familty travel from Dubai to Hyderabad by Emirates Airlines on 27/jan/08 Flight no. EK524 . from my baggage one JVC handycam movie camera has been missed. I want emirates airline should take immediate action and compensate me. I chosen air becuase I trust this is one of best air line but got bad experience. Your prompt action will be highly appreciated.

Regards

Abdulgaffar Shuath

Please Send My Member Card Urgent 5th time i registered But my Membership Card Is Not Sent To My Adress Please sent me my member card.

Thanx.

firstly our bags were torn when we arrived in pakitan,they wrote down reports and gave them to us and told us to bring our bags back to the air-port office.Then nothing happened therefore we lost thee suit casses.Apon our return flight my duoghters buggy was lost, evetually they dellivered it to our house from gatwick airport in bits.on both cirrcumstances i was told somebody would be in touch with us ,but nothing happened.i have been flying with emirates for a long time with my family.my membership number is;[protected]. please resolve this problem.
yours sincerly mr .s.k mohibali

emirate airlines have extremley bad customer service even thouh they proclaim it is good. I have traveled with various airlines between south africa and the uk and emirates is the worst by far. I was charged for a flight i had already paid for, my luggage didn't arrive on the same plane as me, infact it arrived 3 days later. All the planes i traveled on beween joburg to dubai to LHR were all late and subsequently i had to spend alot of money on a train ticket in london becasue i had missed my service. The worst thing is when you contact them they dont answer the phone and they dont reply to your emails. Ive been waiting over a month and still no reply! i would discourage anyone from usin this airline!

Terrible service.

Fog unfortunately is a big problem at dubai especially as the seasons change. As you complained that no food was available because you had already been served the food that would have been available and you must remember that aircraft dont have an unlimited amount of food and drink on board.

Muscat is a small airport and so to cater for 6 Emirates aircraft would not have been possible. `please think logically when you complain.

considering there are 100's of lights arriving and departing if those aircraft are redistributed or cancelled then there is a operational nightmare as aircraft aren't were they are supposed to be. Because of legality with crew and flight deck, flights which cause the most headaches such as direct jfk or flights to australia where the flying time is 14 hours are given priority ...especially as most of these flights have 4 sectors of stranded passengers. This takes time to get aircraft back from there alternate destinations and ready to depart. Im sorry your flight was delayed for so long but your flight is 5.30 hrs.

As mentioned before you have to remember that ground staff have to deal with thousands of miserable people at times like these and I bet no one says thank you or please...just full a head with accusations of lies et etc.

It hardly encourages them to help you. Ground staff are also just following orders from those in charge of operations and this includes ground service managers.

When ground staff have the information it is passed on as quickly as possible.

Everyone seems to think that if you dont get answers they are being personally vindicated...PEOPLE GROW UP AND THINK BEFORE YOU MOUTH OFF...AS YOU FOUND OUT...IT GETS YOU KNOW WHERE.

REMEMBER THOSE PEOPLE YOUR SHOUTING AT AND ABUSING ARE HUMAN PEOPLE...WOULD YOU LIKE IT IF THAT WAS YOUR FAMILY MEMEBER.

I read the comment and saw several things wrong. First the passenger should have been taken care of, this is the responsibility of the airlines when they take your money. They need to plan for situations like this especially if happens alot. Right?
Second, the person writting the response should check the English of the complaintant. That is British English not American! Don't automatically assume that because it is English it is American. Yes we should all learn to realize there are more than ourselves in this world. At the same time realize that when you provide a service then you should do everything possible to make that service strong or not have a job in the future.

American people always complain about everything, it is the passenger's responsibility to arrive airport on time, not the airline's. ma'am your complaint is pointless. Blame it on you.

Fogue is a very big issue for Emirates. And Emirates loses lots of money on one single fogue day, and people should be patient and understanding, sometimes wrong things happen to the wrong people, well sometimes things go out of control, why not thinking in a positive way, if any of the ground staff were rude to you all u have to do is report them, bcoz they know very well what will hapen in case they mishandle customers, you should also keep in mind that these are human beings who work 12 hours a day and they meet different kinds of " customers " with different acts and way of thinking and talking and treating people.

Well if each one of us think that he's not the only one living on this earth the world will be a better place to live in. We have to stop being full of our selves.

By the way its DXB not DBX!

I am going to write a gain regardin my laggage lost while i was traveling from Indonesia to Duabi and then kabul, i havent received any feedbak from any one ever since, can some one give me the right email address or phone call so i can contact to find my bludy bag, i had so many important documents in that, please...

Horror Trip with Emirates from Bangkok to Hamburg 16/17/18 of Nov, 2007

Nice blog to read because I never thought that such an unbelievable experience could ever happen to me anyway... but when I go through these different mails I understand better the Way Emirates acts... in short words: Make as much money as possible and do not care about any customers requirements... we were really not alone during last weekend at Dubai. punished by absolute incompetent, arrogant and rough treatment of Emirates Ground staff and also by Dubai Information Center.

Also interesting to read the “well well well” mail from a member of Emirates board staff

Does it clearly show how the attitude of the employees of Emirates to their “customers”(passengers pay your income!) is and how they think , behave and care... further I noticed unacceptable English knowledge and low education... verified by my experiences with Emirates Staff Members during my unintended stay at Dubai during last weekend.

Here is the Story:

We were booked on
EK385 Economy 17th of Nov, 2007 BKK TO DBX
Dept 01.30 Arr.05.00

EK205 Economy 17thof Nov, 2007 DBX TO HAM
Dept 08.55 Arr 12.55

Departure Bangkok right in time, we were informed by the Captain in the early morning hours that Dubai Airport cannot be reached due to Fog (?) or stormy weather, that we would have to land at Muskat and wait for better conditions.
We had been already 5 hours on the plane and did not even get a Breakfast. After landing the aircraft stood 6 hours at Muskat. We couldn’t leave the plane, the information flow way quite thin and we did not even get any beverage. Finally some passengers went to the kitchen to ask for water, which they got and distributed by themselves. In the meantime the Captain said that it would be difficult to arrange catering service for such a large numbers of passengers shortly. In the Bord Menu Card Breakfast was mentioned but latest during the Airport hours at Muskat it became quite clear that there was no breakfast on board... means considered as a night flight by Emirates they do not even plan beverage and breakfast to the passengers. Looking out of the window meanwhile we could see 8 Emirates Aircrafts standing at Muskat waiting for further instructions.

After these 6 hours we took off again and landed at Dubai 1 hour later. No need to say that the connecting flight probably also did not start , but we couldn’t find on the information display panel EK 205 . No gate, no time... nothing. Checking with the Dubai Information Center we learned that Dept will be 1700 and we should check the panel constantly... Boarding cards are still valid. So we had to wait and starred at the expected changes.

When it became 1600 we asked again and where informed again 1700 Departure. Still no gate, no time on the panel. When it became 1630 we become quite nervous due to running out of time and asked the Information Center again. Still he said 1700 ( no gate no time on the panel). After 1700 still the same answer... we decided to check with Emirates Office. The funny thing is that there is no Emirate Office except the business and first class lounge.

So we went into the lounge and had to meet a lot of embarrassed and upset passengers asking for information. One older Gentleman shouted at an Emirates employee that he told him 11 times the same lie and he wants to speak to a competent manager answer: The manager is not on service. Several also economy passengers complaint heavily to the staff getting no answers. After strong and unfortunately loud protest (normally not my style but here it’s a must) we are told by an unfriendly Emirates Lady that the flight is probably delayed and we should check the display panel!

Frustrated we returned to panel and saw to our surprise suddenly JFK New York which was the following destination of EK 205 after Hamburg boarding 20.30. So we moved to the Gate and waited with a lot of unsatisfied passengers listening to their experiences of the day.

You will not believe what happened then...

Time 1930... 2000... 2015... boarding 20.30 blinked... a man sitting a the counter and wait the same way we did (crowded area in front of the gate) and suddenly the blink stopped and he disappeared with out any words. It was a tumult situation of a lot of people shouting after him... and a big crowd moved to the lounge again. The scenes there are nearly indescribable... an American Lady shouted all over the people that the does not want to sleep another night on the ground of the airport and asked for immediate clarification when her flight will go... she got a lot of applause, women crying, enraged people shouting to the staff... business dates could not be fulfilled... etc etc.

After a while we got trough to the same Emirates unfriendly Lady who now informed us that we will have to change our boarding cards to tomorrow, but we are “only economy” and so have to check at the economy counter. Until then we didn't even know that there was an economy counter and she sent us to Gate 7 for clarification. We reached there round about 2100 but no one was there so we returned to the lounge, waited and asked again. Now we were sent to Gate 18... and this is such a horrible place nobody can imagine.

Understandable that this room is n o t located at the so “beautiful” Dubai Airport with all the luxury shops and offers but in the first floor over Gate 18 in a very bad condition with “ emirates economy counters”. Hundred of People where standing in front of the counters squeezed like a audience in a rock concert. Children, old people, handicapped and what ever, nobody takes care. The Emirates employees behind the counters work so slowly, unfriendly and arrogant that the impression of harassment cannot be debarred ( because this is “only” economy). Old people fall down because they cannot stand such a long time, push to the front was apparently essential, consideration not to be seen.

Short example (there are a lot more) a French group presented 15 Passports asking for new boarding cards... the Emirate female employee changed 14 board cards and went to break for about an hour. The people had to stand in this rows hours and hours, some times it takes more then half an hour to change one single board card only.

What can I say, I stood there from 1000pm to 0600am next morning, means 8 hours and finally my girlfriend came off and needed another hour until we received bloody simple boarding cards after total 9 hours of waiting. Think a lot of passenger couldn't make it just because they were too late for boarding. Ultimately we got out aircraft Sunday morning and reached Hamburg Sunday the 18th of November, 2007 after more the 60 Hours without sleep and minimum beverage and food.

Trying to complain here in Hamburg at Emirates is not possible, because the phone Number, the Fax Number and the e-mail address is wrong and even checking with the local Airport Press effected no different results.

For me and my girlfriend it is quite simple to tell our final decision after this weekend of pain:

FLY EMIRATES ?

NO, NEVER AGAIN!

Mark Devilliers

Clearly you are speaking absolute [censored], or you are a complete ###... you decide. Was that the value in Zimbabwe dollars or what? If this really happenned as you claim, then my only comment would be "serves you right for being so DUMB"...

Stop making bogus accusations on this site. The readers are not as dumb as you are...

Just faced the same experience on a flight from Dubai to Houston and now more then a week and still emirates cannot find my bag. I called many time and all they have is an answering machine wherre you keep your name and number hoping and praying that someone will call back but of course no one cares.
I am flying with them for the last 9 years and holding a gold membership but for them it doesn't matter.
A friend of mine faced the same experience with British airways coming from Dubai to New york, and they paid him 1000 $ to buy cloth until they will find his bag.
Emirates earned their reputation because of their new airplanes, but the service is very very very bad.

I travelled from Istanbul to Karachi on 17th Jan 08 and foound my bag missing... Besides clothing, it carried my keys, and a no of very important official documents and my computer external hared disk..

Today after a lapse of 2 weeeks its still missing with no information...

I fully agree that this is the worst airline of the world with no realization of peoples' problems and the difficulty passangers have to face...

I lost by baggage while travelling fron London Heathrow to Dubai. In my bag i had my wifes jewelery which had diamond and gold rings which were worth about $150,ooo and i lost $62000 cash! I am awfully angry and disgusted by an airline which is meant to be the best inthe world but is now probably worst and should close down! And when you call their office its always on hold!

Many peopel told me very bad stories about emirates airline
and I didn't belive that, but now I am sure 100% . I am in the honey moon without any clothes or any things, just because the emirates airline missing my baggage and every time you call thirs office they say to you "so sorry sir you have to waite" now I am in 4th days in my honey moon and the baggage still missing. Also last month I came back from HongKong to Damascus but my 2 baggages missing for 35 hours.

So my opinion is no one trus with this airline!

Better avoid this airline. I have heard a lot of bad stories about it. Emirates Airline is the worst airline in the mid east. It does not care what the passengers need. Yes, it has a lot of money to throw away but it will never be an major airline with such bad reputation.

As a frequent traveller you should know better than most that you must report to checkin more than 40 minutes before departure. Checkin for all international flights is open 3hours before departure and traffic situation is not uncommon and you should have planned accordingly.

Frequent flyer points dont give you the permission to turn up late and is not an excuse. When you joined the programme it doesnt say upggrade, use of lounges oh and checkin in when you want.

I have been travelling with Emirates for quite a numbe of years and as a result of that I am holding a Gold Skywards card EK106925000.

I was late to the check in desk yesterday (1/12/2008) by 5 minutes and they refused to let me in. i explained to them that I left at 12:10pm from Sharjah to catch the 14:45 plane to London Gatwick. I was stranded in the traffic and eventually got to the Air port at 14:05. I had to pay £75 to take the next flight to Heathrow where my baggage didn't arrive and my belongings including my company pass and the laptop and all the essential items are not available for me. I cannot go to work and I am losing money. So far no calls from the Airline office about my baggage.

I am obviously very disaapointed and demanding compensation.

The standards of the Emirates Airlines is diminishing and as a frequesnt traveller I am looking for other options

Hi
I have had a similar experience, my whole luggage was lost from emirates at Mumbai airport and I strongly suspect the guys at the check in desk took the bag - I never saw him put a label on the bag or moving it down the conveyor belt. Emirates are apparently 'trying to trace the bag' but have not taken anything I have said seriously. There is not even any human response to it. You are lucky you at least finally got your bag back, mine contained all the christmas presents I had bought for my family, as well as many other personal items.

I can't believe that this could happen at a large international airport. Really not happy.

Diana Liyanage

Cabin temperature msut be cool as warm cabins are very uncomfortable and can cause panic attacks. I suggest you either don't fly Emirates again or you pack some warmer clothes. And by the way, please avoid BA too as a lot of us use it because the cabin is cool.

dubai is emirates hub...why pay extra costs of going Singapore...Seriously...

Emirates airlines India sector is a total disappointment. I travelled tO Bengaluru on the 3rd Jan 2011 from Dubai and returned on the 7th of Jan 2011 on EK 566/567. The inflight service was a disaster with the Airlines underestimating the number of Non Vegetarian meals on the flight. I sat in the middle row of the aircraft and by the time my turn came, they had run out of non vegetarian meals and offered me vegetarian meals. This happened on both trips to and from Bengaluru. This is not a coincidence and is shear evidence of Emirates airlines indifferences to passengers travelling to the Indian sector. Passengers travelling to the INdian subcontinent are generally treated indifferently and are given a callous atitutude both by the airlines management and the staff. This is my third bad experience with Emirates airlines and am seriously considering to change my flight and opt for flights that offer value for money and have good customer service. I encourage all passengers not to compromise on your requirements while flying Emirates airlines by ensuring that you stand up for your case and put up complaints across all Airlines rating boards. Get your money's worth by travelling in alternative flights that offer better customer service. Dont go by the brand name as clearly you will see the exploitation inflight!

To the Manager
Complaint Department
Emirates Airline
Dubai, United Arab Emirates

Dear Sir/Madame,

In reference to the BOOKING REF : FXHYZ2
Passenger Names - Zahida Begum and Abdul Hussain Shaik.
Route - Hyd - Dubai - JFK.

I am son writing on behalf of the passenger who has gone through the utmost pain and grief during there journey. The flight was scheduled to start at 410 AM on 11/22/2009. The flight got delayed for an hour and started only by 510 AM and upon that boarding pass was not Issued to my father who is senior citizen with 63 years of age and has already gone through heart bi-pass surgery. On landing in Dubai with an hour late. The passengers were given only 1 hour of time in transition and I have requested for wheel chair for both of my parents and wheel chair was not provided to them and upon that he cannot board the flight since he doesn't have the boarding pass. Now he has to rush for 10 km away on the dubai airport to get his boarding pass and catch the flight in one hour. He has to rush during this time and with lot of pains and grief he kept running on the dubai airport to get his boarding pass and finally he could able to get the flight.

I dont understand why a senior citizen with 63 years of age was not Issued the boarding pass . When he asked at Hyderabad airport the guys told that due to security reasons they are not Issuing the boarding pass. What security reasons or threat do you think a senior citizen can posses at this age ? This totally absurd explanation and ### which I dont buy It.

Secondly when I have requested for the wheel chair for my father since he already had a heart surgery and not recommended to walk on the dubai airport. You people made him run for his boarding pass with giving 1 hour of time between the flights. Great of you guys. I am totally pissed off with this service and hospitality. You could have landed him into the hospital again with the time and pressure you have build up on him. I need the explanation why was the wheel chair not given to him when I have requested specifically ?

I have bought emirates ticket by seeing the ranking as you are famous in providing comfort to the passengers during flight. I paid so much extra to get the tickets of emirates from any other airlines like ( air India, qatar, lufthansa ) keeping your reputation in my mind. Now Its totally demolished and I need the explanation why for the senior citizens boarding pass was not Issued and If so why was It not taken care properly at Dubai airport and why the wheel chair was not provided .

Today in this world of Internet and communication . I promise you that I wont leave any chance to propogate this worst experience on forums and user groups and community about your great services and hospitality you have given to us during the flight.

Please call me at [protected] for further clarifications If you have any ?

Please provide me explanation in writing why do we need to suffer after paying so much ? Is it an International flight or domestic local bus flight ?

Regards,
RaheemShaik

Muhammad Umer BOOKING REFERENCE GZHLH6
57A Phipps Road Frequent Flyer Number EK2300098735

Oxford, Oxford shire
OX4 3HJ
Wednesday 27 Jan 2010

SUBJECT: FAILURE IN PROVIIDNG PROMISED ACCOMODATION AN AND SERVICE
Dear Customer Affairs,
I regret to write my disappointment in the total lack of customer service and negligence regarding my travel with Emirates Airline. I am a Skywards member which l joined on your promise that l will receive a high standard of service as well as excellent customer care. Emirates failed in delivering both of these objectives in my last date of travel. This resulted in me having to face great difficulties whereby l was stranded in an unfamiliar country without any help or support and left to fend for myself for 16 hours at Dubai Airport. The service which l received at Dubai Airport from employees of Emirates was beyond appalling to say the least. There was no care, consideration or interest in my health or well being. I was totally ignored to the extent whereby l was both mentally and physically exhausted and l was experiencing severe migraines.
From Lahore my flight {EK623} was scheduled 25/01/2010 at 03:30am arriving at Dubai Airport 25/01/2010 at 5:50am. Due to heavy fog at Lahore Airport my flight was delayed from original departure of 03.20am to 13:00pm which is understandable due to the weather. However nobody from Emirates Airline Office made any attempt in contacting me and informing me of these severe weather conditions thus the flight being delayed.
I arrived with ample time at Lahore Airport giving me plenty of time to check in and be ready for my flight. At Lahore Airport l was given only the one boarding pass which was only for Dubai and l was told l will get the next connecting boarding pass for London Heathrow from Dubai Airport. I asked the staff what time is my next flight from Dubai to London Heathrow and l was told it’s on 26/01/2010 at 07:45am therefore l had to wait 15 hours for my connecting flight. Upon hearing this, l stated my dissatisfaction in this not being the journey which l had initially booked and the waiting time for my connecting flight is far too long. According to Emirates staff who were at the Lahore Airport, I was reassured not to worry, I would be taken good care off as suitable accommodation has already been arranged for me until l am due my London Heathrow Airport. I was satisfied to hear my needs were being catered for even though this had delayed my original journey which also meant l had to speak to my General Manager at my work of place and inform them l would not be able to resume work until 27/01/2010.
On arrival at Dubai Airport l received a service which Emirates or any Airline would be ashamed to delivery especially to their loyal club members. Initially l was informed at Dubai Airport by a Emirates Airline staff that a hotel would be allocated to me for my stay until l was due to fly to London Heathrow at my connecting flight. I arrived at Dubai Airport approximately 3:30pm, and l was reassured and promised that a hotel was booked and all l had to do was go and collect the hotel voucher from transfer desk at 7:00pm. Meanwhile l can have free snacks at Court Yard Restaurant. At 7:00pm l went back to the Emirates Desk and came across an insulting and very degrading situation. There was nothing ready in terms of accommodation. There was a gentleman behind the Emirates Airline counter called Mr. Kamal who was dealing with all the reservations at the transfer desk. When l spoke to him about my accommodation he told me that unfortunately there is no accommodation available. I asked him why as l had been promised at Lahore Airport and at Dubai Airport the same promise when my flight had landed and now l was being told no accommodation is available. His response was l am sorry and that’s all. I was not seen as important as no reason was given to me to explain how this had happened leaving me stranded without any help. I asked him l would like to speak to the duty manager or the person who is responsible for all this chaos. Again l found his answer very disappointing which was the manager is not available. I tried my best to take the name of the duty manager but this information was kept away from me. I find this experience very demeaning, unprofessional, total lack of customer care and convenient for the company to bypass my needs by giving me a lame excuse of ‘my manager isn’t available.’
I myself was trying to have a discussion with Mr. Kamal in resolving this matter, his mannerism and behavior towards me was extremely rude, aggressive, example of discrimination in customer care and his attitude was very clear that Emirates Airline doesn’t care about its customers whether l am a Skywards Customer, Loyalty Club or anything else makes no difference whatsoever.
Bushra Mahjub was the working duty manager and was sitting in her office all this time and didn’t make any effort to come out and speak to myself or show any remorse in what l was going through. Mr. Kamal told me this that the duty manager is in the back sitting in the office and she is fully aware of the situation and is not interested in trying to do anything in resolving the problem with failure in providing accommodation. If l had any idea l could easily have changed my flight, my ticket and my journey travel to avoid this terrible, insulting situation l would have done so, however unbeknown to me only l know what torture l had to go through.
Emirate Airline has failed in keeping to its promise of providing excellent customer services and care of its valued Skywards customers. I am bitterly disappointed, hurt and disgusted with the whole service l received and l shall never forget this. I demand my complaint to be taken seriously and to be compensated for what l have had to endure. Either ways l am expecting a full refund for the journey which l paid for {January 2010} which l was promised an excellent service and Emirates Airline failed miserably. I do not wish to receive any correspondence mentioning excuses, sorry’s etc as this has gone beyond that point. I shall wait to hear from you, and l can only hope my complaint is listened to.

Regards,
Muhammad Umer

I would like to raise a complain very briefly regarding the cabin crew of Emirates airlines which I have experienced during my flight (economy seat ) last March 12, 2011 where in I have asked a crew for an eye cover which she said she would be back to give me but never came back to give me anything, , so I asked another crew to give me the same item yet no one from those two crew gave me the eye cover, , , so I just used the blanket provided by the airline to cover my eyes because I was really tired and really need to sleep during the flight, because I have waited for 10 hours for our connecting flight for Dubai to Manila and me and my colleagues were never given any hotel accommodation. Another thing is when a crew was serving a snack, I asked him (Ahmad) to give me noodles instead of the snack and said he will be back to give it me, after 5 mins he went back and told me that there are no more noodles available and told me that the noodles have been served while I'm sleeping. But I saw another crew serving noodles for another guest, , so I asked this girl to give me one, and she was able to give me one, which really pissed me off and decided to raised this complaints against your crew to improve their service, because I believe that they should possess good customer service. As a guest of your airline each and every person should be treated well whatever seat they are in.
Hope this issue will be raised to your management and do proper action regarding those staff involve.

i took an emirates flight from newcastle to india via dubai on the 6th march 2010.i reached the airport abt 3 hrs before check in as adviced.since i was leaving the Uk for good and coming to india, i had quite a lot of luggage.anyways i was told tht my baggage was overweight n i either needed to trash some of it pay for it.also as per normal flight rules which allow 7-8 kgs hand baggage and the laptop bag is extra.Now these people at the airport told me that...NO ..emirates had changed the rules and its just ONE hand baggae and wht u put in it laptop or clothes or whatever it can be only 7kgs in total.now that created a HUGE problem for me coz most of the flights...infact all that i have travlled on so far(and i have travlled on many) allow 7-8 kgs + a laptop bag, but the lady at check in kept insisting that no emirates and cahnged the rules and it was what she was telling me.I had a open return ticket for emirates and since i had travlled from india to Uk only 6 months back and i had carried a laptop bag and 7 kgs per person of handbaggage i had to ask her when they cahnged the rules to which the answer was 2-1/2 yrs back. At that point it seemed very clear that all emirates was trying to do was make money from me by charging a whopping 25£ /kg and trying to make up for its looses in this day of recession.
anyways till this point things were still bearable and i managed to literally trash tonnes of my stuff at the airport.but these people were so so uncoperative that werent even letting 0.5-0.75kg go by.all this trashing, packing reweighing time n again took us loads of time and it was almost 12:20 by the time we got our boarding passes with all check in and hand bag weight isssues being cleared off.and we were just proceeding straightaway for the boarding gates when they started announcing our names asking us to baord asap.this wasnt the first time i had taken a flight and me n my husband were walking as fast as we could.but then an emirates person met with with us ..almost like an escort but a very rude one.there was still time for the flight to take off and i do agree that all this dealy was our fault but even then taht doesnt give any place to rudeness..coz the person literally told us 'I DONT WANT U GUYS TO WALK ...RUN!...no PLEASE NUTHIN'...i did to try to run but with the heels n the handbad n everything its not the easiest of runs from gate no. 11 to gate no 25.but the guy irrespective of the situation kept insisiting run..there isnt time to walk...
and then when we finally reached the gate the emirates person there literally shouted at my husband...that we r gonna offboard you from the flight...and i quote " I DEMAND AN EXPLANATION FOR THE DELAY"...please note "demand and not want or request"...what kind of customer service is that...and the guy went on to say that we want to weigh your hand baggages again...and this time on a normal scale and it showed a diff of 1.5-1.75 kgs again...when the lady at the check in had weighed them they were exactly accordind to specs nd weight limits so what gaurentee did i have that their analogue weighing scale didnt have an error but the 4-5 of them were so loud n rude n kept insisting that u either reduce your baggage in 3mins or they would take off ur luggage and take the flight without us...but i had important reasons to come back to india and cdnt have missed the flight i gave them the money ...and and just boarded ...just to see that more than half the flight was going empty so it was like that that extra 1.5 kgs wd've put an extra burden on the flight...so emirtaes needs to learn not to stick to the rules in the book likea parrot and that to co-opertae with the customer if and when possible and give certain leavage according to the situation ...anyways but in all this episode the way i was treated in the last bit...the tone and the language that they used were so loud n rude and literally felt like an act of racism...these emirates officials wdnt have talked like that to a brit or american...but they take it as their right to talk to us as if they still rule our country.well news is ...that those days are long gone by and I'm not gonna accept this or let this go by...if i have to take it to the media or to the court i will...but if these people think that they can treat the customer whatever way they want they are wrong.at no point am i denying that being late due to excess baggage wasn't my fault...but a big part of it was due to the handbaggage rule confusion...but that doesnt give anybody the right to talk to me or my husband or anybody like this.I had paid quite a good amount for that ticket and i will not take any kind of ### from anybody.I think emirates needs to look at the past where the airline industry was a model of customer services to ever other industry...where the flight officials always started and ended sentences with please n thanks.
I'm not letting this issue go by so i want this to be looked into asap nag given an explanation.

My family has been flying Emirates for the last 10 years. The experiences on our flights in the last year have been very dissapointing.
An example is my most recent flight on 01/01/2010 to India...Flight#202 from JFK to Dubai. My wife was in excruciating tooth pain and needed to take some pain medication immediatly. We requested the flight attended for water and was told that drinks will be served shortly. I expalined that we need the water for medication and cannot wait ...the attendant left to bring water and never returned. After waiting almost 15 minutes i got up and got water for my wife.
On our return flight from Dubai to NY...flight # 201 on 01/16/2010. WE encountered another bad service incident. My son fell asleep when the flight took after and missed his meal when the food was served. When my son woke up and i requested to be served a sandwich or some meal substitute the attendant insisted that their was no foodthat could be served. The as you like it sandwiches are only served at a specific time and the only food item that she could provide was a muffin/cup cake that my son woudn't eat. The worst part of this situation was that the flight attendant was extremely rude and displayed no empathy. The supervisor who got involved over my getting upset was very cordial and had great customer service skills.
Now apart from being cranky because he could not get anything to eat. My son also could not play any video games on his monitor since the remote was stuck and would not come off.
It may sound like avery trivial thing to complain about but when you are on a 14 hour flight the little courtesies from the flight crew make a huge difference.
The best Emirates service that we have recieved has been on the Dubai / Hyderabad circuit. What a breath of fresh air in comparison to the NY/ Dubai circuit. The staff onboard the Ny/Dubai circuit is never accessible and you could go blue pressing the call button but they seem to be involved in something extremely important and it is defibitely not attending to customer needs. Definitely not my families.
I have 5 members in my family who have flyed on Emirates on multiple occasions in the last few years...on my most recent trip the passengers onboard were...EK211760231, EK211756941, EK139468442. If i do not hear from a reprsentative of Emirates i most certainly will not be using Emirates in the future for my trips.

Respected management,
I had been to sheikh zayed road branch three days ago. I met manager Mrs amal regarding reschdule my personal loan. the manager is very good lady she explained me very nicely and she told me to go and see Mr noman but he was not understanding about this matter and he is not talking proper way and he is screaming and he is talking very cheaply, at least he should know how to talk to customer, since i am not a bad one, i am very dissapointed as i expected minimum point of respect from your customer service officers. Hope you wil look in to the matter and give me a justification. I suggest Mr noman needs very good training in dealing with customers.
Many times i met Mr sunil he is very respectable person he always helps people in proper way. He brought me into this bank.
Thanking you
Nagraj Gurrala
[protected]

HEY RAHIM. THATS THE SERVICE, WE DONT PROVIDE ANT CLARIFICATION FOR

YOU BEGGER, OK F U C K OFF

This is Babu, frequent flyer of Emirates, Had a flight from Mumbai to Dubai on 24/11/2012, EMIRATES - EK 503, BOOKING REF X2KLVJ. My skywards no.: [protected]. Due to heavy traffic in mumbai, reached to airport before 50 min of the departure timings and faced a very disgusting situation, Really i felt shocked to see none of a person sitting in the counters to answer for the passengers who come late. one of the counter boy was saying "sorry sir i am helpless none of the staff are here, have to wait for one more hour to meet the staff and really sorry that i cant give my supervisor/superior contact number too as per the rules. and i too must leave to the boarding area as per my superior instruction " and left off the place. Booking office is Nariman point and airport is some where in andheri which is almost 15 km far, I stongly request the officials to take charge on the supervisor of this flight who had failed to keep any staff at the booking counter to help for the customers who arrived to counter lately. Really flet very bad for such big airlines to serve the customers in this situtation. Really depressed of the situation faced in Mumbai airport. Babu.

Your story is unfortunate but in this day and age people should NOT book a flight without reading the TERMS AND CONDITIONS. Airlines are constantly changing their baggage policies and unfortunately they do have the right to aslong as the information is available for the passenger (in the event you cannot find the terms and conditions anywhere after being charged, keep your tickets and boarding stubbs and contact the airline directly). It is YOUR RESPONSIBILITY to check the baggage rules before you turn up at the airport, you cannot simply expect the check-in staff to let you off or not even notice because I am telling you now (in the UK at least) they WILL NOTICE and they WILL CHARGE YOU. It is not their fault, they are simply doing their job correctly, if they are caught wavering excess without permission they can end up being in serious trouble for it and no they are not on commission. In terms of Emirates at Newcastle, lets say I am familiar with it. Emirates offer a very generous luggage allowance (30kgs!) and because of this, they are strict on hand luggage and come down hard anyone with excess baggage. If you think you are going to exceed that huge allowance you need to contact the airline beforehand and pre-pay the excess, it will be much cheaper and I can tell you now that if you want to spin any sob stories about you going back home or visiting sick relatives etc you will have alot more luck with them than you will at the airport. In terms of your treatment down at the boarding gate, it is not your place to say whether the aircraft 'has time to take off' the chances are the aircraft had an air traffic control slot and was lucking to pushback before a certain time . Maybe the staff member should not have made you run if you were struggling but Im afraid that if you did walk and the dispatcher managed to locate your luggage before you arrived at the gate, chances are that you would have been refused boarding, especially since the delay was initially caused by your excess baggage. One final comment I have is actually a question to yourself. If you checked in at 12:20, you would have been expected to arrive at the gate by 12:50 which I admit might be a bit tight if security was busy. However 12:50 is the time the staff start allowing passengers into the gate, boarding does not usually start until at least 13:10 and they only start doing final calls at about 13:20. My question is why did it take you so long to arrive at the gate? Security would not have taken more than 30 mins even if they did search you, from security to the gate it is only 10 minutes, that leaves 20 minutes spare. I can only guess you were either shopping or that you were simply incapable of finding the gate or knowing if your aircraft was boarding at which point you should have explained at checkin that you needed help finding the gate, at which point they would have offered you assistance! The moral of this story is however READ THE TERMS AND CONDITIONS BEFORE YOU BOOK YOUR FLIGHT AND DONT JUST BLINDLY TURN UP AT THE AIRPORT EXPECTING EVERYTHING TO BE FINE!