Emirates

Amidst COVID19 Emirates provides special flights to different destinations. As I made several attempts to book a ticket Mr. Daniel, a very professional Agent at Dubai call center took my inquiry and made sure I was satisfied with the service. With such experienced customer care personnel I cannot wait to experience a 5* treat on the Emirates.

I had my flight cancelled in March and I’m still waiting for my refund their customer care is none exsistant I’m a frequent business class customer I expected better service from them their quick to take your money and booking but if you want to contact them it’s neigh on impossible to contact them the phone is not answered and email get no reply for over a week even then it’s a stock answer “we’re very busy and will respond soon” When we can travel again I will be seriously look for another carrier

My card was used without my consent and then they have the nerve to send me a bill which shows several receipts with someone else’s signatures! Staff can not be trusted at this airline. Even the customer service lady ‘Sobha Nair’ kept repeating herself without looking at the big picture that I have not made these transactions nor are any of the signatures bearing any resemblance to my own. Avoid these scammers trying to extort people during Covid.

*** Note: I've changed our real point of departure in Europe to a generic 'London' as I fear disclosing our real departure place will enable Emirates to be able to identify me through the description of my problem with the company, with potential repercussions for my family's ability to travel at all. So here is our story: We are a family of three repatriating from Europe to Australia. Navigating the current border restrictions and quarantine requirements from the Australian Government's side is mentally and financially challenging enough for a family with a toddler and one parent without an Australian passport, but Emirates sure did not make this stressful time any easier for us! On 5 August we booked three Economy class tickets for a trip from 'London' to Sydney for 3 Oct 2020. On 16 August we received an email from Emirates informing us that our tickets had been cancelled. The same day, on the phone to the operator we were told that the flight had been cancelled and that due to Australian government regulations there were NO FLIGHTS OPERATING from Emirates to Sydney before the 8 November 2020. We were then booked on what he told us was 'the first flight' into Sydney operated by Emirates (on 8 Nov). That same evening, we saw that online Emirates was still selling tickets for 24, 26, 28, 30 and 31 October - but only First and Business Class. So they are actually operating flights in October, contrary to what the phone operator told us. We called Emirates again to ask for an explanation of the situation and a different operator told us that the first flights available for ECONOMY passengers were 8 November but that there are other flights going earlier. So at least now we know: 1) Emirates prioritizes First and Business class passengers that HAVE NOT YET booked tickets to Economy class customers who HAVE ALREADY purchased a flight. 2) When you get bumped from your original flight you will NOT be automatically booked on the next AVAILABLE flight but on the next flight where Emirates is WILLING to reserve some seats for Economy class passengers. 3) Emirates will not tell you the true reasons for why they kick you off the flight you purchased or be transparent about their - in my view - unethical COVID policies. So what is already an extremely stressful situation for my family has now become even more stressful as we have no guarantee that Emirates will not bump us off this new flight too, in favour of passengers with more money.

Loved my experience going from Sydney to Dubai. As a first time business class flyer i found the comparison to economy so much more superior. Service, food was excellent and the seat was so comfortable. However, it was a huge let down on my second leg. 5 hours of my 7 hour flight barely saw a flight attendant. Received a cup of tea in the beginning and then I was just waiting for lunch. Didn’t realise i would have such a long wait. No drink offer or anything through out. So very different from the first leg. And as the vegetarian option was gone i was offered the left overs from the crews dinner. So disappointing 2nd leg.

Two large new suitcases arrived badly dented. Tried submitting online form but would not accept mobile or landline phone number no matter how I tried. Resorted to writing letter on return to Uk but told out of time. On return flight my pillow ( bed size) and down jacket got separated at security at Arrivals whilst transferring in Dubai. Longest walk ever to get to Gate where I realized I’d left my jacket and pillow but was told all I could do was contact lost property as it would take too long to walk back to the arrivals gate. No attempt was made help the situation. Upon my return to the UK the lost property form would not submit either due to being advised the phone number Was incorrect once more. I wrote to Customer Services but was told eventually by email that my pillow and jacket could not be located and that I was out of time to claim for the suitcase. I then wrote to Head Office in Dubai. Three weeks later I got an email response from the London Office again saying that the matter had been dealt with. Absolute joke. No concern whatsoever.

On 18th July 2020 my daughter and I travelled to Dubai from LHR to see my other daughter, son-in-law and 2 grandchildren. I was rather anxious flying against FCO advice and I think one of the Emirates Crew recognised this, his name was Mo. He was extremely kind and attentive to me and this certainly helped me relax during the flight. The crew all worked hard to make the experience as 'normal' as possible. Well done Emirates staff. Thank you also for now covering passengers for Covid-19. I hope sincerely FCO advice changes soon as I want to travel to see my family again in October.

After the covit 19 no customer care in Malta they closed the offices no where to contact.Will never use them again.

Poor service levels and unethical. Why do you give the excuse of reduced capacity after confirming the flight. Why did you confirm my flight in the first place when you knew there would be a reduced capacity? And the flight was going to get cancelled? Worst experience with Emirates Airlines

134 days later.... This is a joint review for both Emirates and Opodo. Both companies are in my opinion as bar as each other and don't care about their customers once they have their money. Myself and my husband both key workers, myself and staff nurse for nhs and my husband a supermarket supervisor were in Australia in March when we received an email from Emirates to say our return flight was cancelled sorry for any inconvenience. This inconvenience being stuck on the other side of the world with not suggestion of them giving is any support to get back to the UK. No contact number given, no email address and not one email from opodo about this cancellation. Our flight was Emirates airline but booked through opodo. Which I will never do again. We then spent the next week on the phone to Emirates and opodo. To get through to anyone took hours. Sometimes 6+ hours, listening to the most irritating songs for this long certainly did no good for our mental well being. When we eventually got through to both companies we would the be told by emirates it had nothing to do with Emirates or be told by opodo it had nothing to do with them to contact Emirates instead. The frustration of this was awful. We couldn't get anyone anywhere to help us. We continued to get passed from pillar to post. By this point the British government had made an announcement that airlines were to allow passengers to transfer to other operating airlines for little to no fee. Again another day waiting for Emirates to answer their phone. Explained this to Emirates and how qatar were currently the only airline operating for us to get home. Emirates uselessly stated that they would allow us to transfer to any airline but for POLITICAL reasons would not allow us to transfer onto a qatar airline flight. This is absolutely ridiculous. They care no amount at all for their customers safety and well being. We were desperate to get home safely. And with every phone call and day passing we got more and more frustrated, upset and scared. Both opodo and emirates have proven to be absolutely useless and their customer service skills are terrible. Once they have your money they could not care less. We eventually managed to get a flight home which we had to pay full for. So on the 2nd April we phoned opodo again to start the refund process. At this stage we were informed by opodo that Emirates have stated 90 days will be the wait for any sort of refund. So then began the wait for 90 days. We are now at day 133. We have since contacted Emirates who say again it's upto opodo. We have also contacted opodo on a couple of occasions, one of which we were told within 3 days we would receive an update of our refund. I was reassured this would definitely happen. SHOCK. No update within 3 days. So another phone call. Yet no further forward as they say they can't do anything until they hear from Emirates. So currently myself and my husband and £1500 out of pocket as we had to get our own flight home organised. If it had been upto opodo and emirates we would still be stuck in Australia with no accommodation, no money and no wages. I would advise everyone to avoid both of these companies unless you want to be out of pocket and feel very unsafe on your holiday. I dread to think how much longer we have to wait for any sort of contact or refund. But 90 days is now 133 days so let's see. Absolutely useless terrible companies EMIRATES and OPODO

For a flight which has won awards, I was really surprised. I was on a flight from Dubai to Zurich in January 2020 (pre-COVID times) and as always had specified the vegetarian meal option during booking. When the time came for food, I was told there was no vegetarian option. I was surprised so I asked if they had a salad or something atleast or perhaps emergency instant noodles. The attendant didn't really seem to care that I had nothing to eat and made absolutely no effort to find something for me despite me asking. This was a connecting flight which was landing late at night after the stores are closed and I had a connecting train to catch so didn't have time to get food. My meal that day ended up being a desert cup and a dry chunk of bread (which I had to ask her to give me from the tray). The flight itself is fine but would not recommend at all simply for the quality of service and care and the complete disregard for non-meat eaters.

I have been try to Fly from Dubai to Guanzhou And month of August September no seats . That’s a joke as considering there many airplanes on the ground and only 30 percent of Emirates fleet is operational . It simply doesn’t make sense . When there is no seats means there is demand and to meet demand you add more aircraft to service the routes . It simply common sense .

Uniting with family, Ek719 did better. I must comment extremely excellent service by the all cabin crew led by the flight Supervisor "David" I did see David doing excellent job by what looked to be training and doing orientation to who seemed to be new cabin crew joining. I have worked for hospitality and being of same company I.E, jw Marriott marquis dubai. Keep in the same good job fly emirates. For better tomorrow. Warm regards Stephen wambua aka. Steve

Tokyo-Dubai was an old plane, staff weren’t friendly at all. Just smile it won’t kill you. Dubai-London Cabin crew were real nice though and the plane was new and clean. Overall not bad but emirates defo gone down in quality recently.

Excellent job Mr shakeer In abudhabi Emirates ticktin office customer service and Appreciate well done.

Covid-19 stopped our trip to to see family in New Zealand, Emirates offered rebooking free of charge but not quite fare enough in to the future for my wife’s illness to make us feel comfortable to rebook, so they gave us a FULL refund no questions asked. This is not the first trip we have been on with Emirates and it will not be the last we cannot fault their professionalism and consideration for their customers, which is more than can be said for some of their competitors

I was at Heathrow Airport today to catch Emirates EK0008 airline to fly to Dubai and from Dubai to Islamabad. Yesterday, I spoke to Emirates customer service to confirm my flight status and to find out if everything was okay, customer service agent took my contact details and email address and I was told everything was fine for me to travel, today I was surprised to know when I was told that I wasn't allowed to catch the plane as I didn't have covid19 test certificate. I was told that I need to have covid test done and contact again to check the availability, but later on when I rang, I was told there isn't any flight available till 27th of August. I was also advised to contact third party to get the new date, I rang the flightcatcher to find out my available options. I was told by the flightcatcher that they wouldn't be able to help me out as I bought the ticket online it was in their policy that all tickets booked through online with them are non changeable and non- refundable. I have asked them to keep my ticket open they said they can't do anything as it will be considered no show at airport. I have been dragged from pillar to post. I am still at Heathrow Airport waiting for my coach to come then I can go back to my home Birmingham. Such a shame I arrived here yesterday stayed in the hotel hoping to catch the plane today but it didn't happened.

I had to cancel my Dubai trip end of July due to Covid. Emirates were really helpful. Got 100% refund back within 2 weeks of cancellation. No cancellation charges applied despite having a normal ticket which should have included cancellation charges. It's one of the best Airlines about. Will definitely re book next summer. Thank you Emirates!!!

I booked an air ticket for myself and my family through Travel Trolley London departing from London to Karachi on 17 August 2020. I originally booked it from London Gatwick however Emirates changed my flights from Gatwick to Heathrow and was communicated timely as well. Till here it was fine but on Monday (3-August) when I was trying to check the final flight status of my confirmed booking, I came to know that there were no flight details available on Emirates website for the same booking. Upon inquiry with my travel agent, I was told that Emirates has cancelled that flight. I was not notified by Emirates for this cancellation unlike previous changes. It was quite shocking and stressful for me and the family. I contacted Emirates London number immediately who also confirmed me that the flight has been cancelled due to operational reasons nothing more can be told. Whilst talking to my travel agent he mentioned that I cant book any Emirates flight the same day (17-Aug) although a later date in August could be looked for. Because of this confusing situation I asked the travel agent to either provide me a ticket within same price and a date earlier to 17th August or process the refund as I can't take the travel voucher since it is not feasible for my situation. He was initially reluctant to process the refund but then later agreed for it. Now the worst part of the story, when I checked the Emirates website the same EK002 flight at 14:30 from London is still operating as usual and is appearing as Sold Out. There are 2 questions now on Emirates integrity and reputation. Firstly why was I not informed by Emirates regarding flight cancellation and secondly how come the flight booking show Sold Out or even appearing in booking searches if it has been cancelled and finally if it was cancelled why was I not adjusted in any other +/- 1 day flight. Due to this painful situation I think me and my family are the most impacted people as we have now requested for the refund (which we will get in 8 weeks time). And of course, no one has got GBP 3K now at their disposal, to immediately book other available flights. I can see there are flights to Karachi operating on 12th and 13th as well which are way more than what I actually paid for. I can't even change the arrival dates as a lot of my work and my child's school depends on that. Unfortunately, I have had the worst experience of my life with this lack of communication from such a known organisation. Family is depressed and miserable but now we cant even do anything. I do understand that being an economy class traveller you Emirates may not even bother to consider this review, however, I just wanted to bring this into everyone's attention that airlines are tend to be playing with the travellers making sure they make as much money due to COVID-19 as possible. (Emirates - I have left this complaint and my contact details on your website too, should you wish to be reasonable feel free to contact me)

From former travels, I know the service onboard are fair, but when things go wrong, it really go wrong with Emirates. Do to Convid-19 trip was canceled. I asked for refund and from there, there was zero information, totally silence. I have after a while seached information myself via the home page, which make it a bit if a puzzle even to find simple contact information. Their callcenter, probably outsourced, couldn't care less about my inquiry. Emirates Media Team from Facebook are polite, but only send standard messages such as "work in process". I waited more than 140 days now - for a simple refund - and still absolutely no information sent to me. It's a mistery how this company can be rated high in TripAdvisor.