Emirates

Complaints

I paid for 3 flights from Sydney to Croatia. The price of each ticket was just under $3300. Then our flight from Dubai to Croatia (Dubai Air) which was not explained to me, our flight had no movies no drinks for 6hrs flight.I expect that on 1-4hr flights but not a 6+hr flight . Very disappointed

I have flights to Europe with Emirates that I booked through flight centre. 3 weeks ago I was diagnosed with a stage 4 cancer of my bowel which has spread to my liver. My oncologist has advised it’s not curable. I am undergoing treatment to try to stop the spread any further and prolong my life as long as possible. Due to the treatment my doctor has advised the trip will not be possible now or in the foreseeable future. I am not able to work, plus also my wife has given up work to care for me. Our financial situation had greatly changed. I contacted flight centre to cancel the flights and they advised me that emirates will charge me $2000 to cancel the flights for all 4 passengers. Flight centre said that they contested this on my behalf but the response from Emirates was the $2000 fees could not be waived. I am not happy or satisfied with this response. I understand it must have been written in the small print of the terms and conditions, but given my circumstances I expected a little more compassion. The $2000 I will loose as a result of this is of huge loss to my family considering the recent change to our lives including health and finances. If there is anyway someone can review this for me I would greatly appreciate that. A little compassion from a multi billion dollar company would be nice for an individual whose life has changed dramatically in the last few weeks. Thank you.

COMPLAINT I travelled with my family on 13 dec Melbourne to Harare via Dubai. My return date was 27/12/2023 however en route we had a medical emergency with my daughter Ruth Samuriwo who had a diabetic complication. Dr directed us to get off the plane, get medical treatment and clearance in order to proceed with our journey from Lusaka to Melbourne via Dubai. We did accordingly and thankfully Ruth stabilised overnight and we were rebooked to fly out on 28/12/2023. First concern: I had pre-booked seats to ensure that my family sat together to manage the diabetes. When we were checking in at Lusaka airport we were told that this was not possible. No body had told us we would lose this paid seats upon disembarking the day before. We were the scattered through out the plane and this posed a great risk to the children who both have type 1 diabetes. Second concern: We flew however felt unheard with our concerns over the health status of our daughter. We felt that the services for black people on your flight was very different from the experience with our Caucasian counterparts form Dubai to MEL. Africa pays a lot of money for subpar conditions and I experienced the worst during this journey. we decided that upon arriving in Dubai I would get to upgrade my whole family to premium economy for a better experience with the flight and for safe monitoring of the children with type one diabetes one of which had experienced sick day. Third/ worst concern: We arrived Dubai and headed straight to emirates desk. we asked to upgrade and were informed that this would cost approximately $600. We had two other people with our party who actually successfully purchased the upgraded ticket at that price. Our card was used to collect payment however there was an alleged system error and we were not able to get any boarding passes. The team on the ground informed us that we could purchase the tickets onboard and we acquiesced to doing so. We arrived at the door of the aeroplane and we were informed by Synthia Odongo that we could upgrade to the premium economy for $ 1350 approximately. ofcourse we were shocked by this and we asked them to follow up with the ground staff. the ground staff were rude especially Daphne and they declined to confirm that this is the price we were told, DESPITE having receipts for the other two who had successfully paid. We were forced to be seated seperate on the flight, in pairs, and with hostility from those who were asked to move from their seat. We arrived MEL only to find that Emirates had actually TAKEN MONEY FROM OUR BANK ACCOUNT. We could have flown in premium economy, we had made no error and the communication, system error was from Emirates. We are very unhappy with this experience and outcome. I want compensation for this fracas/HUMILIATION and refund of the amount that you took from my account. Ticket numbers Charity 1762366380627 Ruth 1762366380629 Samantha 1762366380630 Mohamed Ahmad @ 1845 approx on 04/01/2024

Dr Nicholas Joseph Ruddy EK Skyward No 184114044 Complaint: On April 19, 2024 I was scheduled to fly from Clark International Airport (EK 338) to Riyadh, KSA via Dubai: Booking Reference: IDDYZN departing at 8.20pm (Business Class and First Class), Ticket No 1767033268356. On arrival at Clark airport, I was informed by airport entrance security that my flight was cancelled. No further information. I eventually found my way to an Emirates ticketing office in the terminal. I waited for 5 hours before I was informed that I might have a flight to Dubai and Riyadh on April 20 2024. I was informed that I would be confirmed on the morning of April 20 2024. Flights were confirmed at midday on April 20, that I would depart on April 20. All these unknowns and waiting caused extreme anxiety and upset. This chaotic situation and lack of customer care caused me extreme stress and anxiety. I was travelling to Riyadh KSA as a World Bank Consultant to conduct seminars on tourism development through the Ministry of Tourism in Riyadh. Because I did not arrive on time, seminars and meetings had to be rescheduled. Hotel bookings had to be adjusted etc. Loyal Emirates Travelers: As you will note from my Skywards records my wife (Liwayway Ruddy EK203483254) and I have been loyal Emirates travelers for at least 15 years, only travelling with Qatar when Emirates did not have required schedule. You will note Emirates flights included destinations of Dubai, Clark, Manila, Tunis, Amman, Sarajevo, Toronto, Sydney and Riyadh, also to cities in USA. Loosing Gold Status: because of Covid pandemic and the political and war problems in Middle East I was prevented from travelling as frequently, such as more recently to Jordan. My Gold Skyward membership is due to finish on end of June 2024. While I have plans to travel to Jordan, Riyadh and Dublin in July and August, I will still lose my Skywards gold status, which I value. Goodwill gesture: I am asking as a good will gesture that my Skyward Gold 184114044 card is extended to at least 2025 Additional gestures of goodwill will be appreciated.

On a recent flight from Sydney to Casablanca EK457 on 21 April connecting to Casablanca on EK751 on 22 April, booking reference MXNQ46, one of our bags didn’t arrive. We reported the lost baggage at the emirates desk in Casablanca. Claim number CMNEK12953. We had to purchase some emergency clothering and personal effects. The bag was eventually was located on the 1st May, 10 days later, at Casablanca airport but we were in Marrakesh. We had to travel to Casablanca to claim it and then return to Marrakesh, a 6 hour round trip, at our own expense. At no stage were we ever offered any compensation to buy emergency clothing and personal supplies, nor were we compensated for having to travel back to Casablanca to collect the bag. Emirates normally enjoys an exemplary reputation but this is extremely disappointing and poor form. At the very least the airline should have delivered it to us in Marrakesh. I will post this email to social media for other travellers to be aware of the poor customer service. Corinne Stolzenhein and Charlie Philip

On 17 May 2024nI was flying Dubai to London with my son on QF8005 when about 3 hours into the flight when I suffered a medical emergency. I was seated and passed out. My son (who is a qualified paramedic) described my appearance as ashen/grey, diaphoretic and looked like I was about to arrest. He called for immediate assistance, tore my shirt open and placed defib pads on my chest (provided by Emirates). Two doctors and 2 other paramedics on the flight assisted. I was cold, clammy, sweaty. I came around about 5 minutes later with all these people fussing over me. I was confused and vague (which lasted for several days). They were taking blood samples, pulse, blood pressure as they were concerned re heart attack/stroke. I was able to stand after a while and closely monitored. Medical practitioners were unable to determine the cause, but admitted seriousness of situation as I was out for so long. We were moved to an area at rear of plane and provided with oxygen - I stayed on oxygen for the remainder of the flight as my blood-oxygen levels kept dropping. My son was traumatised from the experience as he thought I was dying and that it was his responsibility to keep me alive. Staff kept checking in and discussed several options they could take depending how I felt including divert to nearest airport, priority landing at Heathrow or assistance at Heathrow to emergency care. I was still very confused and disoriented, and my son traumatised, were unable to make any informed decision as to what should happen, although I was starting to feel better. I did not want the flight diverted as it would upset the 500 plus passengers and we were misinformed by Emirates staff about the delay in having an ambulance attend at Heathrow, so we agreed to assistance at Heathrow....and sat for the next few hours concerned for a repeat of the medical emergency while consuming several oxygen bottles to maintain a reasonable blood-oxygen level. On arrival at Heathrow there was no assistance, we found a wheelchair, my son was told to push me around, there was no assistance through immigration, collecting our bags or any assistance about emergency care arrangements. The duty manager was called and was visibly upset at the poor service provided by Emirates, considering the circumstances and my appearance (exhausted and confused). Emirates had failed their duty of care to myself and my son and had taken a high risk decision about my health, without proper information, for commercial reasons. The duty manager arranged for a paramedic to urgently attend (10 minutes approx), more testing but inconclusive and suggested further testing be done at emergency care unit in East Sussex. Apparently message for assistance was not passed by Emirates medical team to Heathrow ground crew. Emirates organised Uber to hotel and we went straight to East Sussex Emergency care where I spend the whole night and next morning being assessed and tested. They were unable to determine a cause. My flight back to Australia a few days later (without my son) was also very concerning as a result, but was uneventful. I do not have any pre-existing medical conditions! -Emirates failed their duty of care to myself and my son who was traumatised by the experience. -Emirates should have made the decision and not rely on two traumatised, cognitively incapable people at the core of the emergency. -Emirates furthered the traumatising experience by failing to properly arrange assistance at Heathrow. -Emirates was misleading with the information provided about the delay for ambulance attendance at Heathrow. -Emirates put commercial imperatives before their duty of care responsibilities. -Staff are not trauma informed, lack appropriate medical devices that would have better informed decision-making processes (eg 12 lead EEG). -The experience of flying with Emirates has traumatised both myself and my son. We do not have any confidence in their ability to deal with a medical emergency, make properly informed decisions, act in the best interest of traumatised passengers or tell the truth. I will not be flying with Emirates/Qantas again until I am confident that emergency response has improved and that staff are properly trained and have access to better monitoring equipment. Lying or misinforming vulnerable passengers to influence decisions, should be subject to a criminal investigation. Having worked in the aviation security industry, I fully intend raising these issues with international Aviation & Emergency Response journals and ICAO, as I believe that Emirates response given the circumstances, is a vulnerability that undermines the entire industry.

On 13/02/2024 at Frankfurt International Airport my husband was refused boarding on flight 46 at 2.30pm fir .medical reasons despite a medical certificate that stated he was clear to fly. Despite having caught a plane from marseille already he 4 months of runaround bystaff rather than resolution. It has lead to bitter arguments and missing time.

I purchased a Business Class return flight from Syd to London during the COVID pandemic using Skywards Miles from my close friend who has since passed away. The sole beneficiary and executor of the Will has submitted all documentation required by Emirates to have the Miles reimbursed to my Skywards account. An email from Emirates dated 11 March 2024 stated the refund will be processed subject to me completing the "Refund Form" which I completed and sent to Emirates. Emirates sated the refund can take up to 15 working days. Now after many many emails and follow ups from myself to Emirates they are stating they will not communicate with me as I am not the "travel coordinator". There has never been a travel coordinator during the entire communication process which has now been ongoing for over 3 years. Emirates customer service team has continuously shut down communication with a generic email response "this is no longer a valid email address" and as a consequence I had to start the process again from the beginning. The process has been frustrating and time consuming as Emirates have a fortress mentality. I have copies of all legal documents regarding the Will, Death Certificate etc along with copies of all correspondence with the Beneficiary and myself.<br />Please kindly advise how I can pursue my valid claim for refund of Skywards miles.<br />Phillip Fowler<br />+61 412000033<br />Skywards 726047033<br />Booking Reference J2SV82

Dear Emirates Customer Service,<br /><br />I am writing to express my dissatisfaction with a recent flight experience. On EK957 from Dubai to Beirut on 11/7/2024, I encountered a situation that significantly impacted my comfort and overall travel experience.<br /><br />I was seated next to a passenger who was extremely overweight, to the point where she encroached on my personal space by raising the armrest and leaning into my seat. Additionally, her poor personal hygiene and rude behavior exacerbated the situation. As a result of her encroachment, I sustained a knee injury. Despite my polite request to be moved to another seat, I was denied.<br /><br />This situation made the flight highly uncomfortable and unpleasant. I believe all passengers should be able to enjoy a reasonable level of comfort and personal space during their journey.<br /><br />I request that you review this matter and take appropriate steps to ensure such incidents are better managed in the future. Additionally, I would appreciate any compensation or remedy you can offer for this inconvenience.<br /><br />Thank you for your attention to this matter.<br /><br />Sincerely, <br />Yvonne Taouk

I was a business class passenger and was on day 6 of my family holiday in Europe and still hadnt received my luggage. I am also a type 1 Diabetic and the missing luggage had my Insulin in it. I have made 20-30 phone calls in regards to the missing luggage and NOT one time has an Emirates representative tried to contact me back. I have been treated with little respect in regards to the medical emergency I was in. Also due to the delays with the luggage I have incurred thousands of dollars in costs. One example is that I hired a car and drove 800kms to collect my 4 bags as Emirates would only deliver to my hotel within 3 days. I get to the airport and only 3 bags are there and the one with my insulin is missing. I am disgusted with Emirates as I always fly business class with other airlines and would never fly with Emirates again due to lack of service, care, action and compassion to their customers