Emirates
Emirates Reviews
"How Emirates treat you when things go wrong."
Colombo CMBI have flown extensively so although this was my first experience flying with Emirates I do understand that sometimes things do go wrong. One month later I can say with all sincerity that I have never experienced such poor customer service.
We booked our flights with Emirates to take our family of five to Sri Lanka over the Easter (2012) break.
Our flight departed Dublin for Dubai on 30/03/2012 - a flight time of a little under 8 hours. Because of adverse weather on approach into Dubai our captain choose to divert to Ras Al Khaimah.
What a nightmare. It's a big enough airport and it's only 70 km from Dubai but when we landed they had no passenger management facilities, no airport facilities, no crew replacement ability facilities, no technical facilities (you'd have imagined a technical problem would have been picked up by routine maintenance) or other commercial facilities.
We were left on the aircraft over night for 10 hours with bread sandwiches and water offered, broken air conditioning and broken toilets.
Other Emirates aircraft that evening (eg EK02 from LHR) of which I know of 5 were diverted to other local airports with proper facilities in the region and all were refuelled within an hour and returned to Dubai.
What happened our Emirates flight and her choice of diversion airport cannot be considered 'extraordinary circumstances or 'force major'.
We eventually landed in Dubai twenty one and a half hours after leaving Dublin but the bad customer service didn't end there.
They had us queue up for another 5 hours trying to put us on other flights. We realised the purpose of our original travel plan was no longer attainable and we abandoned our holiday and were to be put on the next available flight back to Dublin. That was bank holiday Monday.
We were not given breakfast or lunch and only offered us a food voucher for a coffee and pizza and 16:00 on the Saturday.
Our trouble wasn't over. At 19:00 Sat, they put us up in a nearby 3 star hotel where they gave us two double beds for five of us. The room had a view out over a grave yard. Emirates also managed to loose our baggage.
Next day (Sunday) we were told our baggage would be with us by noon. It never arrived. We phoned and after waiting until 1pm we abandoned hope of ever getting service from Emirates and went to see Dubai because we had 6 hours to spare.
When we got back at 19:00 our bags had arrived so we washed and changed our cloths and slept early because we had to be up at 04:30 for check in.
On the Emirates flight back my wife was sitting next to a mother with a young child and each time she wanted to feed the baby the cabin crew politely asked my wife if she wouldn't mind going to the jump seat at the back of the aircraft whilst the mother breastfed her baby.
We arrived back home in Dublin on Monday seventy seven hours after we left. You can imagine we missed a holiday, money lost due to cancellations, visas etc.
I'm currently waiting for Margaret Shannon, Paul Holland and Bruce Forbes of Emirates reply to my letter of complaint but it is a month now.
How can an airline such as Emirates have won so many awards? Perhaps I'm being a bit too soft but perhaps we were just very very unlucky to have such a combination of so many things going wrong. Yet couldn't someone along the line in Emirates have had the ability to spot what a family of two adults and three children were going through and take charge to look after us?
Failing the courtesy of a proper reply to my written complaint I may just have to go down the legal route and see what protection regulations such as the Montreal Convention Articles 19 & 22 will offer us?
I have flown Emirates and wouldn't recommend them. The attraction is a one stop service to OZ etc but forget it. When things go wrong they won't want to know. You can be the calm and professional about it but to no avail. We all have a Silver frequent flyer status with Etihad and gold with Singapore Airlines and in all the years of frequent flying I have never had the bad experience that I've had with Emirates.
In passing I'd be happy for any moderator to contact me to ascertain the accuracy of my posting.
Share"During Flight great.. otherwise dissapointing.."
Kuala Lumpur KULThe flight itself and in flight entertainment were good. The food is not bad, and the service from the attendents is very good actually.
The disappointment came where we came to check-in.. We booked our flights a long time before the day. This was because of the good price and also enabling us to select our seats long before the actual day and not worry.
Come the check-in of the flight and we notice that the plane has changed (from an A380, to a smaller 777) this meant we had our seats re-allocated.
This alone is OK, but not to be notified in any way at all, and to have our window seats re-allocated was very much out of order. We asked for an explanation on this, and although very politely returned in conversation, the only response we got was "sorry sir yes, a lot of passengers are finding this problem, apologies"
the service otherwise is good. Its just this very simple element of customer service was overlooked.
Share"Don't what to fly with anyone else "
Flying from oz to Paris was perfect, food was great, staff were really nice and there was quite allot of room and I'm 193cm tall. I've been on several other air lines and still I'd rather pay a bit more and fly with emirates that some of the so called premium air lines.
Share"Disaster Customer Service"
Los Angeles LAX - One of the worst customer service ever... Air stewards are so rude, they called my 2 years old daughter ANNOYING when she was playing with the remote and accidently pressing the crew button. LAX to DBX, we were not given Bassinet. They initially offered free seats if we volunteer for next day flight then the took the offer back and let us on the same flight saying seat beside us is empty later that was filled too. Emailed customer service but no reply since more than a month. Now when I tried to call the flight, they are saying no refund but we can cancel the flight. Finally when I get frustrated and called them, after listening to everything call drops, call them back again, tell the whole story again, they say NOT my department
Share"No value"
I have been a gold member with Emirates for over 4 years and have flown with them for many years but because of their current business class prices I will change to Singapore and Cathay. Emirates business class prices are double that of these two airlines but I don't believe its quality of service warrants such excessive charges.
Share"very poor service in business class"
Johannesburg JNBi made several request to the staff for a pillow and a mattress and they just could not be bothered. i then wrote to the johannesburg office and in dubai and never received a reply.
all mails were ignored and the first reply was full of excuses.
i have changed from my own countrys airline and regret the very poor service.emirates are loosing their touch and are becoming arrogant.i will try this airline for the last time this december and see what happens.
Share"Emirates Business Class Lounge Requires Better Facilities"
I as a Business traveler regularly pass through Dubai Airport. The Emirates staff who (wo)man various stations need to learn some lessons in courtesy and become less impersonal. Not all travelers who are simply dressed and brown in color are less than literate laborers from India.
I use the Emirates Business Class Lounge at Dubai. The Lounge has poor wireless Internet. In my 6 passes through Dubai in the last 2 months I have never been able to receive or send an e-mail or read a news article.
The Lounge has very poor vegetarian food. Usually there is a unappetizing mish-mash of a Curry and Steamed Rice.
The worst is when the toilets in Lounge require queing up and at around 4:00 AM all the toilets in the lounge are closed at the same time for cleaning!!!
I have never heard anything about my complaint(s). Possibly after handing over the form it is torn away.
It appears the Emirates is expending too fast to take care of its customers.
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Share"13 HOURS DXB - MEL"
I have been flying this sector 3 times a year for the last 5 years. I have used QATAR, SINGAPORE, MALAYSIA, ROYAL BRUNEI AND ETIHAD AIRWAYS. However EK are the best, you can connect almost anywhere in the world within a few hours and on this route they have the most modern 777 aircraft. 3 meal services and an amazing entertainment system help the time pass. Even at short notice i have always gotten a seat, if economy is full they put me in business class !!The cabin crew are from a variety of nationalities and generally they can't do enough for you. It reminds me of flying in the 1980's when it used to be fun to fly. My only wish is the 10 across seating will be reduced to 9, like Qatar. However the cabin crew are the best i have experienced, aircraft are modern and you never have to worry about their maintenance like some other airlines.
Share"overcrowded and unconfortable"
Singapore SINHugely overcrowded flight with poor cabin air quality. Also long lines at checkin including online check in que.
Share"First class service worse than business class"
Fly regularly and emirates service is on a steady decline. First class has the worst service and a very bad attitude. Would not recommend wasting money on emirates first class
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