Bad experience with Emirates airlines

Just read your numerous complaints after a colleague told me about the
site...and I had to respond after I'd picked myself up off the floor where
I'd been crying with laughter!! Are you lot really serious?! Yes I do work
for an airline and I'd like to share a view from the other side of the fence
(the no-chip-on-shoulder don't-expect-the-world-on-a-plastic-plate side) -

1. You have a baby. Yes, it's YOUR baby. So bring nappies, milk, soft toys.
It might need feeding or changing on a ten hour flight.
2. You have a child. Or six. Yes, they are YOUR children and YOUR
responsibility. So keep them in order. Bring toys, books, games. They might
need entertaining on a ten hour flight and if they don't eat regular food
bring whatever the spoilt brats do eat. An aircraft is not a creche.
3. A window seat is not a God-given right. Or an aisle seat. Or a row of
four to yourself.
4. Sitting with the rest of your family/group is not a God-given right.
Especially when you check in ten minutes before the flight closes.
5. Aircraft do go tech. They do break down. It pisses us off just as much
sitting around waiting for the flight to take off as it does you. At least
you aren't forced to stay awake for hours at four am with only abuse from
passengers to look forward to. We don't get a hotel room either.
6. Have you ever tried to take off or land in British or east-coast US
winter? Sometimes flights will be delayed because of weather. Fact. We
haven't yet perfected the weather-control system.
7. You reckon Asians are treated worse than "others" at Dubai. Have you ever
stopped to see who it is that behaves the least civilly to those working
there? And funnily enough they always seem to have a non-Asian passport
conspicuously poking from a top pocket. Didn't realise that elevates your
status in life. By the way the rest of us aren't so bothered about the world
knowing where we "come from" and keep them in our bags. Those of us who
really are British/American.
8. Baggage. That's what it means. Not the entire contents of your house. Why
are you surprised when you are asked to pay for excess, if the weight limit
is 30kgs and you turn up with 80 (and hand baggage the size of a small beach
hut hidden round the corner with your nan)?
9.You didn't order vegetarian. We are not telepathic. What do you suggest we
do at thirty nine thousand feet above the Atlantic? Divert?
10.Your bag got lost. One bag amongst the millions that travel every day.
Ok, bad luck, but you put jewellery worth $10k in it? Are you daft? Emirates
lost my brother's golf clubs and he's a golf pro. Kind of relies on them for
work. We got them back (and $100 compensation, both delivered to our door)
three days later.
11. Your bag arrived at Delhi airport but not to you. The airline proved it
did. Are you out for compensation even though it was your own corrupt
airport's fault by any chance?
12. You need a glass of water. You HAVE to have it cos you're a heart
patient. Yeah, you and the other 319 passengers in Economy on a B777. You're
in an aisle seat right next to the wall-mounted water dispenser. Rocket
science, is it? No bloody wonder you get glared at when you ask.
13. Some nasty crew member refused to lift your bags up to the hatrack. Poor
you, that horrid mean crew member. I mean, why should YOU lift your OWN bag
with YOUR possessions that YOU brought all through the airport perfectly OK?
Never mind the back problems crew experience, they were nasty and mean to
you not to lift your bag. Myself, I'd be happy to lift your bag. When I
eventually get back to flying - I'm still recovering from spinal surgery to
correct a slipped disc.
14.The crew were rude. How awful. What, incidentally, did you say to them in
the first place? If it was something along the lines of "get me Pepsi"
...... "I want a blanket" ....... "give me chicken" ... "TEA!! TEA!! TEA!!"
then hardly surprising!! Do you think please and thankyou were invented just
for spelling practice? And don't expect friendly facial expressions if you
are offered tea by a crew member carrying ONE pot and you hold your cup out
and demand coffee. It's not a magic pot.
15. One final thought - who are all your complaints from? Face it, you may
get out and swindle a passport from the UK or the US (everyone knows British
passports can be obtained from the back of Kelloggs packets and for some
reason sending one member of the family to school in the US miraculously
provides access for the whole family including Great Aunt so-and-so up the
road and the neighbour's dog) but at the end of the day you are still Indian
or Pakistani. We know that, you know that. So stop pretending, you are a
laughing stock in the country you now call your own even though you barely
speak the language. Accept it, get the potato-sized chip off your shoulder
and while you're at it why not stay in your own country, stop emigrating and
use only your own airlines then you wouldn't have anything to complain
about.

Actually, what would you do for entertainment then?

Best regards from the airline industry!

Kate Murray

Im an Emirates cabin crew member and have been for the past 2 and half years, ive just been reading some of the comments people have been writing and felt i had to reply!

Firstly id like to say that some of the complaints i totally agree with and im sure id be very pissed off with the way some of the passengers were handled by the ground staff, travel agents etc. however i don't agree with what has been said about the crew.Our main job on board is to get you from A to B safely, we have intense training with includes first aid,fire fighting and all aspects of safety and security. So i can assure you on every flight we do our jobs properly.

In regards to emirates flights always being delayed... has no one ever flown on another airline? i have and in most cases they have always been delayed! its not usually their fault it could be a number of reasons from air traffic control or bad weather! and if its a technical difficulty i know id prefer to wait until they sort it out than fly on an unsafe plane on time!! however saying all of that the number one reason most of out planes are delayed out of dubai is because passengers check in there bags and then don't show up for the flight. i have no idea where they go, maybe they get lost in duty free! but come on guys when you see it says boarding on the TV screen get out of the shops and get to the gate! its not that hard!! we usually wait a while(delaying the flight) for these passengers because they do turn up in their own time but it would take a much longer time to go into the cargo and find their bags to off load! !

To the lady or gentleman "RAH" who was complaining that on a 50 minute flight they didn't get the water they asked for...for gods sake top of decent is 30 mins after take off(which means we only have 30mins to do the service), we have nearly 300 passengers to feed, set up the carts,give out the trays,collect them again, put the carts away, secure the cabin and galleys for landing so if god forbid there was an emergency landing your footrest you refuse to put up, or your bag you refuse to place under the seat, or your arm rest you wont put down wont get in the way of you or the other passengers getting out of the aircraft in less than 90 seconds! all i can say is we work damn hard and if we don't get you a glass of water its not that we don't want to its because we have 100 other things to be getting on with!!!

Emirates has won a lot of awards and i know because of this the passengers expectations are very high, but please be realistic! when i say we don't have anymore chicken left don't tell me to find some because unfortunately we don't have a chicken farm onboard and i cant jump off the aircraft to the local shop to get you your, tomato ketchup,a toasted sandwich,pot noodles,chinese food and other ridiculous things passengers ask for!

And please please learn some manners, a please and a thank you is music to ours ears! "get me a pepsi" is plain rude! im not sure where most passengers learnt their english but believe me you'll get your pepsi or 7up a lot quicker if your polite! as my mother taught me "i want" never gets!

and regards to families traveling with infants, would you ever travel on a long car journey without milk or nappies? you are a parent i think your priority is to be prepared for your childs needs it certainly isn't ours! and please change the baby inside the toilet, not on the tray table other passengers will be using on the next flight! and THROW the dirty nappy in the bin! im sure you wouldn't leave it on the side for everyone to see in your own house(well maybe some of you would!)

well i could go on and on and on but im not, its my job and most days i love it! but i hope now you can see why we might seem a bit unhappy at times we arnt only dealing with you, open your eyes abit and see whats going on around you! were not robots but we do try our best and if that's not good enough for you then im sorry. stop complaining we really don't need to hear it!

shireen.

Hi,

I am planning to travel to Bombay from Boston with my family via Dubai. I
did a search for Emirates Airlines and found this website. Usually you
will see more bad experiences than good in any case. However, lost
bagagage, unconfirmed reservations are a little hard to take from any
airline.

Also, I was uncomfortable when I learnt that all these people are trying to
find someone to complain or have complained and have not heard from anyone.

I usually fly Lufthansa to India. They are excellent. This time I plan to
fly via Dubai to visit family. Any suggestions on a good airline other
than Emirates? Any info is appreciated.

Thanks,
Victor
Project Manager.
victor.lewis@fmc-na.com

Customer Service “Lyndene”

“Lyndene”

Miry Lane,

Netherthong,

Holmfirth,

Huddersfield,

HD9 3UQ

14.12.2003

Dear Sir/ Madam.

Please find enclosed a letter, sent to Emirate Airline following a long haul trip from Australia to Manchester in December this year.

The main crux of the complaint is the way in which the staff of the airline dealt with or more to the point told us nothing less than a pack of lies when ever possible or blamed anyone that they could think of to appease fare paying passengers.

All questions were expertly batted to the side and should be commended for that if nothing else.

I am not one for making a compliant, as we understand that flying from the other side of the world without some slight delay is inevitable in many cases, but it’s that way in which we, the passengers were handled and treat by inconsiderate staff members of Emirate Airline and I am now wondering just how many others have suffered in the same way as ourselves or we the lowly voices in the wilderness.

Yours Sincerely

Andy Wilcock

13^th December2003

To the person in charge.

On the 14^th November 2003 my wife and I left England from Manchester International Airport on board your Emirate flight EK430 to Singapore via Dubai. At Singapore we changed flights to our final destination Australia on flight EK 431.

This leg of the trip went without any problems or lengthy delays and we landed in Australia on the 16^th November 2003.

However the return trip, from Australia to Manchester certainly took away any recognition of the accreditation given to your company how you were ever given the accolade of best airline we will never know, unless only your employees or relatives were asked to make comment or vote on the suggestion that you were better than any other airline and turns this letter from one of compliments to complaints.

The complaints start from the airport at Brisbane.

On checking the flight prior to our arrival at the airport we discovered the flight was slightly delayed from 2015 to 2020 9^th December 2003. On arrival at the airport the time had been delayed still further to 2045.

This should have been a warning for what was about to happen on the whole journey.

There was no information as to the delay given out through the airport on the public address system and once finally on board the aircraft no explanation was given as to the reasons for the flight timing or any offered. The flight actually took off for Singapore at 2100hrs. So we were already well behind schedule for the stop off at Singapore.

The flight was uneventful and the cabin staff were pleasant and professional.

On our arrival at Singapore we were informed through the intercom system that the plane was being refuelled and there was to be a cabin staff change. We were invited to leave the aircraft at this point or remain in your seat and listen to the in flight entertainment until the plane was ready to leave in one hour should anyone wish to do so. Within seconds of this announcement it was countermanded by “This will be a two hour stop and everyone will have to leave the aircraft. You will be met at the gate on disembarkation and follow instructions given by the ground staff for your return to the plane”.

We were yet again not told as to the reason for the extension of the stop, from 1hr to 2 hours, bearing in mind that we were on a long haul journey from Australia to Manchester and having a connecting flight from Dubai. The scheduled arrival at Dubai to connect with the flight to Manchester was becoming suspicious.

Having being summoned to return to the departure gate 11/2 hrs after arrival it was a surprise to witness the pilot and first officer casually strolling down the departure lounge carrying personal baggage in the shape of large cardboard tied with pieces of string onto the flight, was this the reason for the delay?

We were duly requested to return to the aircraft after the 1^st class and business class of course, we in economy must know our proper place!

Yet again there was no explanation as to why the stop had been for 2hrs.

Having got well into the flight and about 2hrs from Dubai we asked one of the cabin staff that due to the delay that we had encountered in Singapore will we be able to board the connecting flight to Manchester.

This was met with initially that there would not be a problem, as the flights would be held, as there had been a delay. A few minutes passed when the staff member returned and informed us that we may have to get a later flight in the day probably in the after noon if the fight had in fact left before we landed.

We had now become to mistrust the words of the cabin staff as they were telling us what we wanted to hear not what was actually happening.

We landed at Dubai at 0800hrs and encountered the longest taxiing by any aircraft. The only reason we didn’t get into the centre of Dubai was due to the security fencing around the perimeter of the airport!!!. We passed all the waiting aircraft at the terminal, possibly our connection, who knows and we probably never will beyond the construction site of the new extension beyond the cargo holding area and finally came to rest as mentioned yards from the security fence. As usual the economy class were held back at the segregation curtain between business and 1st class until they had disembarked into the courtesy bus, funny thing we never saw those people again, all five of them.

On leaving the aircraft we were assured by the cabin crew that the connecting flight to Manchester had been held back and was waiting to receive us on our arrival at the terminal buildings and we would be met by Emirate ground staff who would escort us to the waiting planes.

We boarded the bus and it eventually began to make its way back towards the terminal buildings via Cairo and Baghdad. I am sure that two camels passed us whilst we were in transit to the buildings, old ones at that, it took us so long. Mind you travelling the whole way around the outer perimeter fence to check of the strength of the construction was commendable and the driver should be awarded a medal for the longest delay tactic discover by any member of the Emirate staff to date and be in full view of the passengers, although separated by glass, without appearing duly bothered about rising frustration of the passengers.

Well we finally arrived at the terminal buildings and disembarked from the bus to be met by; well I think you are even into the swing of by now, not one member of the Emirate staff. One male stood nearby swinging a bunch of keys on a chain and a lady possibly cleaner standing close to the entrance looking disinterested.

On entering the terminal I searched the television displayed for the flight EK 17 and none was displayed. The truth the hit us the flight to Manchester had not been held back and had taken off some time previous, most likely on time and proves one thing that the customer focus training all Emirate staff attend must be the best in the world for lying in the face of all customers without flinching or showing any emotion.

Where was the staff that we had told would meets us? Where were we to go to find out what was to happen? Lots of questions, but no answers. On finding an Emirates office close by I enquired as top the situation regarding the flight that had supposedly being held and what arrangement had been made to locate another flight back to the UK. This was met by the question, “Who sent you to this office. You should not be here but at gate 18.” All staff in the office had the same attitude, not their problem, leave the office now and find out for yourselves.

On getting to the transfer desk “B” by self-help we were met by the same couldn’t careless attitude as encountered before. Two counter staff were trying to accommodate a large number of people trying to find answers to questions regarding the search for another flight. Two males appearing to be supervisors kept appearing from their hiding place in an office demanding to check a few boarding cards in disbelieve that we were there in the first place. But they knew of the numbers of passengers left stranded or most certainly should have known, unless they were caught up in there own web of deceit and weren’t told at all, now there’s a thought!

At last we presented ourselves to the counter staff and informed that the next flight was at 1515. No apologies forth coming of this one that’s for sure. On the question of having had to suffer the delay of the flight, not our fault, could we be up rated.

The request was put forward as calmly as possible considering that we have already being travelling for a total of 17hrs “This will have to done on the aircraft by the cabin crew”, she responded without any eye contact, “as I am not able to”, or more likely not willing to do any thing for you, This lady achieved at the Emirate Airline further education centre with honours, in the category of, not doing anything for passengers, well I almost forgot fare paying passengers, to be obstructive at all costs and not appear helpful in the face of all.

We eventually, following a hard negotiation, obtained two vouchers for the use of the telephone and a meal voucher. What about a hotel room for a shower and somewhere to rest? You must be joking!!!(Unless you want to pay the going rate.)

Finally flight EK 19 a re-scheduled flight took to the air on or around 1515. Well if this one was late there would be something wrong, the blasted aircraft was on the tarmac all day at gate 26 and re-scheduled from an hour previous, not learned from the obstructive Emirate staff but from one of the passengers returning to Manchester following a two-week package holiday in Dubai.

On enquiring as to the availability of an upgrade as some way to offer compensation we were duly informed that we should have made enquires at the transfer desk prior to our embarkation onto the aircraft.

This flight was full to the brim, all except for the 1^st and business class of course, but we had now become to regard this situation with the spare seats as the normal thing.

The rest of the flight was made, as long haul passengers on the rescheduled flight, with refreshments served as and when available from the cabin crew and not as a matter of course as on long haul.

By this time we had been travelling for a total of 23hrs and the prospect of a further 7hrs flying to Manchester would bring us up to 30hrs on the move.

We were exhausted and simply wanted to get off the flight a soon as possible and to forget Emirate all together.

There are a number of questions that were never answered either by cabin staff or ground staff. When an answer was offered it turn out to be a lie, or should a say a vast conservation of the truth.

I would like the answer then to the following questions.

1 Why was there a delay in the flight take off from Brisbane?

2 Why was there a change in the stop off at Singapore from 1hr to 2hrs?

3 Why were we not informed on leaving Singapore that the connecting flight would not be held until our arrival at Dubai?

4 Why were we lied to on leaving the aircraft at Dubai about the holding of the connecting flights?

5 Where was the ground staff at Dubai to take us through to the transfer desk as promised by the cabin crew?

6 Why were we met with belligerence by all ground staff at the transfer desk at Dubai?

7 Why complementary washing/showering facilities were not offered at Dubai?

8 How am I able to claim back the cost of the shower from Emirate?

I am not usually drawn to correspondence as a general rule but on this occasion I feel that we have been very poorly treated by what is regarded by some as the best long haul airline and totally let down and shoddily dealt with as a” fare paying passenger”, as at times I did wonder if I had paid at all.

Oh, by the way, just exactly did you (Emirate) get the award for the best operators in air transport?

From discovering and reading a web site in America regarding Emirate Airline and the number of complaints far out weighing the comments of satisfied customers I submit this letter of complaint for your attention and expect in return to have the entire number questions answered.

A copy of this letter has been sent to the “BBC Watchdog” programme in England, whether you are aware of this programme matters not, but it examines various complaints made against companies giving customers less than what is to be expected.

Two very dissatisfied customers, never to fly Emirate again

Signed

Subject: Emirates

Hi Jawad,

I have had a nightmarish experience with the Emirates airlines and I was
wondering if you would have the address or contact information of the
CEO/President of Emirates airlines that I could send my letter of complaint
to. I will also send a copy to your website.

Many thanks

Furrukh

From: Vimala.Venkatesan@ky.gov

To: jawad@alumni.washington.edu

Sent: Tuesday, December 23, 2003 1:33 AM

I got your email fromone of the postings regarding the emirates bad experience ..

We lost our baggage and it's been a week.

Can you please advice us on how to get our bags back from emirates..

I called the emirates office at NY and they were rude and din't respond properly.

Thanks,

Vimla

From: "Tom Mann" <TMANN2@nc.rr.com>

To: <jawad@alumni.washington.edu>

Cc: "Tom Mann" <TMANN2@nc.rr.com>

Sent: Saturday, December 20, 2003 8:57 PM

Subject: Your trip on Emirates Airlines

> Just surfing the web and came across your report of horror and advice
> about flying. Amazing.....thanks for the article..
>
> Tom Mann
> Raleigh, N. C.

From: Naveed Saeed

To: jawad@alumni.washington.edu

Sent: Saturday, December 20, 2003 1:00 AM

Subject: Name an airline that doesnot hav a problem

I just happen to look for Emirates, because i like the airline.

Instead i got your site-explaining about your meager ordeal on emirates.

My friend, i took time to read your compliant because your name tells that we share a common motherland.

i wish the complaint i read was from some other national, not from a national from my home land and on top a muslim.

I can see thru the problem of the muslim ummah right within your letter, my friend, that me and I, me and I me and I has lead us down and today the muslims are in a condition that you and i know very well...

I know you and other dear friends suffered greatly on the hands of the emirates or the other airlines.... but say Allah SWT shukar that you are still livingand can breath air, look at so many muslims in front of our eyes who lost there life

for absolutely no reason and logic in Iraq, Afganistan Yugoslavia Kashmir India -so on and so forth- I wish your pen or mind put some thoughts together on a more productive subject than rather defaming one of our own countries assets whether it be airline or people.

Please be productive in the future- specially you are a doctor( i think) or a educational professor).

Think big my friend, dont pay attention to your hardships and worries- learn to ignore and forgive- just imagine the kind of patience Rasool Allah SAW demonstrated, today you can see his reward that people entering and knowing about Islam on all seven continents and establish the dicipline taught by islam day and night...

We can succeed further and educate and touch others if we can learn to survive, learn to be patient and learn to forgive ..

Allah SWT will make you a bigger person indeed and inturn change many hearts and minds and thus nations towards Islam.

Just small thoughts from a muslim brother.......

nsaeed3@hotmail.com

From: Padma, Srikant

To: 'jawad@alumni.washington.edu'

Sent: Wednesday, December 17, 2003 3:24 AM

Subject: Problems with Emirates Airlines

Reasons not to travel with Emirates -

They do not allow strollers for kids to transit between airports
They gave our family seats all over the plane and ignored my requests that my wife would need my help in dealing with the 18 month old
Baggage never come on time
Ground staff is not trained to handle visa issues
Emirates Office is not aware of visa issues. They are just interested in selling you tickets.
They do not understand the implications of missing connecting flights

I traveled from US -à London (Gatwick) à Dubai à Hyderabad ( India ) with out any problems. I traveled with 2 kids aged 18 months and 6 years. On my way back couple of weeks before starting back from India I went to Emirates Airlines city office to confirm my tickets and get a transit Visa for Dubai because of the stay over. They were able to reconfirm my tickets and gave me a hotel voucher and transit visa for Dubai . We all went to the airport at 8:00 am (the departure time is 10:00 am ). One of the Emirates ground staff came up to me and said that if I was a Green Card holder in USA I would need a transit visa to go through London if I did not have the card itself. I told him that my passport was stamped and I got my Green card on Oct 24^th, 2003 and showed him a letter from BCIS (formerly known as INS) that my Green Card has been approved. He said that he cannot allow our family to travel on the flight and said that I will have to either wait till I get a transit visa to travel through London or I can go their office and get the tickets rerouted. After spending $450 I got rerouted through Paris for a plane departing at 4:15 am next day. To get rerouted I had to go straight from the airport and sit in their office for 4-5 hours without lunch or a drink.

The flight got delayed starting from Hyderabad , then in Dubai and in Paris we literally had to run, catch a bus and then rush to the terminal. After all this they lost all our bags. American Airlines officials told me that they are having to deal constantly with Emirates Airlines about this issue.

From: EirikaKhalifa@aol.com

To: jawad@alumni.washington.edu

Sent: Wednesday, December 10, 2003 7:30 PM

Subject: emirates is terrible

I just got back from my trip and the entire Emirates experience was a disaster. Emirates lost my luggage both to and from Dubai. They tried to charge me $450. USD for an extra bag that was just 2 kilos. The ground staff was rude and beligerant the entire trip. I did like the air crew though. I found them to be hospitable and empathetic toward the behavior of their colleagues.

From: "weird warlock" <weirdwarlock@yahoo.com>

To: <jawad@alumni.washington.edu>

Sent: Monday, December 08, 2003 12:32 PM

Subject: Emirates Airlines

> A few months back I travelled on EK from Chennai,
> India to Dubai and thereafter to Sydney. I have
> nothing but praise for the wonderful cabin staff. The
> staff were courteous and always had a smile. Long
> hauls onboard an aircraft is never easy for anyone but
> a good cabin crew do make a difference. Thank you
> Emirates.

From: "kiril atanassov" <himia@abv.bg>

To: <jawad@alumni.washington.edu>

Sent: Saturday, December 06, 2003 7:43 PM

> Ooooooooo...you are pouters!!!!!!! There isn`t an airline which is perfekt...Emirates has its disadvantages but in comparison with other major airlines Emirates is the best!!! Why has Emirates won so many awards?? Just look at statics and you will see that Emirates are always on the first place!!! It is the best and I wish it all the best in future!!!!! KEEP DISCOVERING

From: Chris Robeson

To: jawad@alumni.washington.edu

Sent: Friday, December 05, 2003 9:09 AM

Subject: Really people..

No airline is perfect, from the US to africa or india or anywhere.. Shit happens with airlines, always has, always will.. Here's some advice..

GET OVER IT..

From: estone

To: jawad@alumni.washington.edu

Sent: Monday, December 01, 2003 4:37 PM

Subject: HELP!

I write this as I have just received news that my parents are at this moment with 40 other people who were supposed to be flying to th uk have been passed around Jeddah airport and have been refused to fly with this disaster of an air line, which gave no logical explanation as to why they all in the last minuet have been refused to fly. These people have been at the airport in Jeddah for the past 48HRS demanding an explanation but having no joy.

If anyone can help please reply, however if you get this message a week later hopefully things would be sorted but always remember to pay a little extra to another airline and

NEVER FLY WITH THIS MONEY TAKING, CUSTOMER DISRESPECTING AIRLINE, NEVER NEVER & NEVER THEY DON'T CARE ABOUT YOU UNLESS YOU PAY $4,000 FOR YOUR TICKET & THEN YOU WILL SEE THE HAVE TO SMILE BECAUSE ITS WORTH IT.

From: "Mansoor Ahmed Khan" <mansoor@akunet.org>

To: <jawad@alumni.washington.edu>

Sent: Sunday, November 30, 2003 3:39 PM

Subject: an experience with emirates

Dear Jawad, Assalamo Alaikum
fortunately I got an oppertunity by finding this website to share my
experience with you. This is absolutely true about Emirates that this
airline is been lost in quality, standard of care and treatment. I
travelled on twice occasions with Emirates; once for Umrah and other to UK
(both are recent within 4 months period) and I suffered a lot. The crew on
board particularly the male staff was non sympathetic with the passengers,
and their attitude was so bed as if they were taking the passengers on
charity basis. The worst experience I got when I was going to fly to UK with
my family. I had booked the seat at least one month in advance and had
already confirmed it. I had taken leaves from my job here in uk and I had to
join my job the next day I was going to arrive at UK. When I reached the
Karachi airport with my family one hour before the scheduled flight time but
I was surprised to find that they had closed the check in, and the co
ordinators or managers there told that as we were "late" so they had given
our seat to others in waiting, when I told them that I have a confirm seat
since one month in advance, he did not put any attention to that and said he
will not allow us to go by this flight and probably we could go by the next
flight at another day. You can imagine how frustated I would be knowing that
I had to join my duty in UK next day and I was with my family and with all
my luggage. AAh you donot know how much I begged him to give us the seat. I
never felt so humiliated in my life as I did suffered on that day in my own
city, my own country and a muslim airline. I can never forget those moments
which have produced so deep impressions on my heart and my mind. I always
see myself begging worse than a begger in front of those stiff neck officers
for mercy although I was not supposed to do so. The male crew in my Umrah
visit was some english persons, so I gave them the advantage of being under
the influence of superiority complex, but what happend to those stiff neck
officers, who were all Pakistanis. I donot know I try not to recall thos
moments but they are inserted deeply in my memory and in the bottom of my
heart. I prey for every one not to come across such an experience. I wish if
I could send these few words to the higher management of Emirates which at
the monment, lokks to be either in deep sleep or probably thinking of not to
continuing the service.
I wish May Allah save us from these kind of people and from this kind of
service (Aameen)

Dr. Mansoor Ahmed Khan

From: Eleni Savva

To: jawad@alumni.washington.edu

Sent: Tuesday, November 25, 2003 2:48 PM

Subject: Customer service what a JOKE!!!!!!!!!!!!!!!!!

Yes I am so pissed with the Emiraters air line of CYPRUS !!!!!!!!!!!!!!!!!

These so called Europeans are a disgrace to the Eiropean society!!!!!!!!!!!!!

Ok to get to the point I am getting married in South Africa in December so I shall be carring my wedding dress They refuse to HELP in ANY WAY I am not even allowed to take it on boared in a suit bag !!!!!!!!!!!!!!!!!!! I requested to pay for more weight allowance of 10kg that they frequently give to their friends EVEN That they REFUSED!!

BUT TO TOP IT ALLLLL OFF THEY GAVE MY RECONFIRMED DATE TO SOME ONE ELSE SO NOW ME AND MY HUSBAND TO BE ARE STUCK WE PLEADED WITH THEM TO HELP AND THEY TOLD US TO GO TO HELL!!!!!!!!!!!!!!!!!!!!!!!!!!SO THINK AGAIN WHEN YOU THINK OF COMING TO THE SHIT HOLE CALLED CYPRUS THEY ARE A DISGRACE TO THE EUROPEANS THEY DO NOT BELONG IN THE EU TURKEY IS SLAMED ABOUT HUMAN RIGHTS THIS COUNTRY AND ITS PEOPLE ARE VIOLATING HUMAN RIGHTS EVERY DAY AND GET AWAY WITH IT BECAUSE THEY CAN I HAVE TRAVELED ALL OVER THE WORLD AND EMIRATES AIRLINES ARE SUPPOSED TO BE THE BEST !!!!!!!!!!!!

SURE THEY HAVE GREAT MENUES AND VIDEOS BUT WHO NEEDS THAT WHEN YOUR WEDDING IS RUIENED AND YOU HAVE LOST SO MUCH MONEY AND GET SHOUTED AT AND THRETENED

ADVICE TO ALL KEPP AWAY FROM EMIRATES AIRLINES ESPECIALLY IN CYPRUS YOU MIGHT BE STRANDED AND BROKE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Hi to everyone who has posted a complaint on this website,

First of all I would like to say that if you are going to lodge a complaint
on an Internet site that can be seen around the world before you post it how
about you check your spelling, especially of the airline you are complaining
about. I really don't see how Emirates is so hard to spell and how do you
expect to be taken seriously when you can't spell basic words?

Another thing I would like to bring to your attention is that airlines don't
get voted as Airline of the Year for their marketing campaigns. Thousands of
people vote for this award every year. Emirates have obviously earned the
respect of many to have won this prestigious award. They have also won over
200 international awards for excellence as well as airline of the year, this
doesn't happen to "bad" airlines.

As for the service you people claim to have received, did you ever think
that it may have been a result of you (the passengers) attitude? The Cabin
Crew and Ground Crew who you have all claimed have been rude and
unprofessional are employed to provide fantastic service, provide a safe
environment and serve you (the paying customer). The sort of people who are
employed by Emirates (a fantastic airline) don't fit the criteria of being
rude, unapproachable or ignorant. The numerous times I have dealt with
Emirates staff they have been extremely helpful and have gone out of their
way to assist me.

There are thousands of airlines in flight as we speak, to have every single
flight go without a hitch would be impossible. There will always be slight
delays here and there. If you bother to think outside the square you are in
you may realise that these delays aren't always the airline you are
travelling with's fault. Especially London Heathrow of all places, the
busiest airport in the world, the people behind the scenes do a fantastic
job to get each flights baggage into the terminal with minimal waiting
periods.

As for service in the air, please remember next time you are onboard that
there are also usually over 200 other people on board with you and everyone
deserves the same service not just you. If you expect top quality service
spend that bit extra and travel First Class. Don't live on a beer budget and
expect champagne service. Also spare a thought for the Cabin Crew who is
serving you. They have often been in the air for numerous hours, on their
feet, serving demanding people like yourselves. They are not mindreaders and
do their best to serve the passengers efficiently and to the best of their
ability.

So next time you travel try to be courteous and you may be surprised at how
far this will get you. Im not trying to imply that everyone who has
complained has been rude but 99% of the time that is the reason for bad
service. If you think Emirates are rude, have any of you travelled Air
France?

Some things for you to think about........

Emirates Fan.

Dear Sir,

It is unfortunate that Emirates website do not provide an opportunity
for passengers to let them know what went wrong during their flights.
Recently, I took Emirates to travel to Dhaka, Bangladesh. Prior to my
return on 12 October (EK 337) to Dubai and from their with JAT to
Belgrade, I went to Emirates office in Dhaka. I was looking for
accommodation in Dubai while I am on transit for 7 Hrs .55 minutes.
First of all, Emirates representatives on the counter said no way I can
expect an accommodation (he thought I was looking for free
accommodation). I said to him, look I am not a new traveller, I know
what I can expect and what I can not. I am looking for accommodation
and I will pay for it. He said it is also not possible. Then, I said
could you please send a request to Dubai and I will check it upon
arrival. He declined to do that even. Then while I was getting my
boarding pass, I requested for an isle seat and I was told it is okay.
When I was inside the aircraft, I found a middle seat. I mentioned this
two issues to one of the cabin crew. He was kind enough and brought his
boss to me to explain what happened with me. I explained to that
gentleman and he said he will pass a message to the Dubai airport
through pilot to assist me in finding accommodation for that transit
period. When I was going out of the plane in Dubai, that gentle man (I
suppose Snr.Cabin Crew) introduced me with an emirates attendant at the
gate and said this is the person for whom we sent the message. This
lady told me, yes we arranged accommodation for you , please check with
the desk, they will guide you. For next two hours, I tried to find out
in those so called desk (level-3) and information office without any
success. Then information desk sent me to the duty officer near gate
23. Anyway, there was no body there at that late hour.

So I gave up my search to get a place out of the airport to sleep for
that 8 hrs.

Hope, Emirates takes note of such services and try to improve.

Sajal Gupta
United Nations,
Podgorica, Serbia and Montenegro

From: Rashid Salim

To: jawad@alumni.washington.edu

Sent: Tuesday, September 16, 2003 6:25 PM

I also had a bad experienced with the ground staff of emirates in Muscat Air port- 2 women -- One and the other middle aged in the category of surprvisors- These women are rude and don't care about the customers. They think they are on top of every thing by being surpvisors-- I think emerates if it wants to improve its services it should remove such punks from the public and just employ them as laggage counters.

Obb

From: finding nemo

To: jawad@alumni.washington.edu

Sent: Sunday, August 17, 2003 9:12 PM

Subject: comment about emirates

hello mr.jawad

i would like to say how wonderful the emirates airlines are

it it the best airline in the world and since i am a muslim it fells like you really are one on your airlines

the emirates plane movies food airhostesses duty free are all great

sincerly nusayba anjarwalla

From: irene fernandez

To: jawad@alumni.washington.edu

Sent: Wednesday, August 13, 2003 7:57 AM

Subject: emirates - a nightmare!

read your article... gosh! me too just got back from a glorious vacation - back to bombay with emirates. i am trying to get to place a complaint, but there seems to be no email id to send to to the h.o.. i have sent it to their local office here in mumabi. if i may share it with you.

do you have any idea how i could send this out?

- irene

(P.S.: The Emirates mishap is not new in the family, by the way. I also wish to bring to your notice that this is the second occurrence of incompetence and ignorance on the part of Emirates. This incident happened 3 years ago to my sister on her return journey from Gatwick London. The Emirates office in London reconfirmed her return ticket with a wrong timing, which was 12 hours later than when the actual flight took off. As a result of which, when checking in at Gatwick Airport she was informed that the flight had already taken off 12 hours earlier! She had to spend 12 hours at Gatwick Airport for the counter to open the next morning! When approached with the then Executive in your office in Nariman Point, she was not attended to well as there happened to be a change in staff in that particular month. Nobody attended her or even bothered to reply to her letters and phone calls.

Now there is a law – DO NOT FLY EMIRATES, EVER – and it goes without saying among friends and family!!!)

From: Jihadhammoud@cs.com

To: jawad@alumni.washington.edu

Sent: Friday, August 01, 2003 1:48 AM

Subject: (no subject)

Dear Jawad:
I read bad experience with this terrible air lines, and if it wasn't that I had a pad experience with Emirates airlines, I would not believe what your are saying. But my experience with this air lines totally confirms your argument. I lost my bags in Dubai airport and when I tried to contact their office in NY, USA a British lady came on the line to teach me how to speak and how to be civil, I find my self after ten days of loosing my bags that their main office in Dubai is not responding to any E-mail and their office in NY is hanging up on me after waiting for almost 30minutes on line. They are extremely rude.
this is becoming a full time job for me trying to locate my bag or even to file a bag lost report.
I really want to file a complain, but I want to make sure that who ever I complaining to can put my bad experience in the record in order for this airline to be removed form the first award crap.

I appreciate in you can give me more info on who we can complain to.

Thx

From: Ganesh Vishwakarma

To: jawad@alumni.washington.edu

Sent: Sunday, July 27, 2003 4:10 PM

Subject: Bad experience with Emirates

Dear Mr Jawad,

I also once had a very bad experience with Emirates Airlines.

I had on 4th June ’03 unfortunatly travelled by the Emirates flight no.EK-513/ EK-073 from Delhi to Paris via Dubai. I was by mistake carrying a Swiss knife in my hand baggage. It was checked by the security staff at Delhi airport and we were informed by them that since any type of sharp objects were not permitted in the hand baggage during flight, it will be kept in the custody of the flight staff and will be handed over to us at our destination.It was sealed in my presence and I was issued a recipt against which we could get back the item at Paris.

But, on arrival at Paris and producing the recipt at the Emirates airport office, the Emirates staff returned the same envelope but was torn on one side and the swiss knife missing. On bringing it to the notice of the staff, they showed there helplessness in the matter and asked me to complain at their Delhi airport office. They also refused to register a complaint and said the best they could do was that they could acknowledge on the empty envelope thet it was received empty, which they did.

With this empty envelope, on my return to Delhi on 19th June‘03, I contacted the Emirates Airport Service Manager Mr.S.Parti, at the airport and lodged a written complaint. This officer, then promised me to look into the matter and said would inform me accordingly. After 25 days I have received a regret letter that they have failed to locate it and are helpless in compensating for it either.

The letter reads as follows.

“ We regret to advice you that since the missing item is a security item, Emirates is not liable for security items. Regret, we are unable to offer you any compensation for the security item you reported as missing”.

Had I known about their unprofessionalism and carelessness, I would have shifted the item into my baggage.

I really regret to have travelled by Emirates and also object to their misleading slogan that Emirates is a World class Airline.

From:-

Ganesh Vishwakarma

Assistant General Manager

Coke Ovens & Coal Chemicals Department,

Bhilai Steel Plant,

Bhilai-C.G.-490006

India.

From: "sajimon nair" <sajimonnair@hotmail.com>

To: <jawad@alumni.washington.edu>

Sent: Saturday, July 26, 2003 12:10 PM

Subject: complint aganist Emirates airlines

From,
Dr Sajeev Sukumaran Nair,
Sajees, Mangalassery Lane,
Pappanamcode.P.O, Trivandrum,
Kerala, India.

Sir/ Madam,

I was a passenger of Emirates flight from Dubai to Cochin, AI 6530 on
22/7/2003 at 3.50 AM, PNR No. HCJM.
I had booked my ticket with Air India for 23/7/2003. Because of some
personal reasons I had it advanced to 22/7/2003 on the above-mentioned
flight. I had confirmed and reconfirmed my ticket with Air India office
before entering the airport.
But at the counter where the boarding passes are issued, I had a very
harrowing and disgusting experience. The lady who was sitting at the counter
mentioned that the ticket is not confirmed and referred me to another lady
(who was the flight-in-charge). But on checking the computer my name and
details were present as a confirmed passenger. In spite of my several
requests the flight-in-charge refused to issue me the boarding pass. She
asked me to meet the Air India officials, out side the security check-area
of the airport. Carrying all my baggage, I ran out to the Air India office,
which was closed at that time. I got a print out from the Emirates ticket
counter and again met the flight-in-charge. She still refused to issue me
the boarding pass and asked me to get another print out (the reason for
which, I don't know).
So after the 3rd security check, I reached the counter and met the
flight-in-charge. This time she herself made some alterations in my ticket
and asked me to wait for 5 minutes. For one hour I was made to stand in
front of the counter, eagerly waiting and under tremendous mental strain.
(If I miss the flight I will have to stay in the airport for next 36 hours
without food and accommodation, as I was not carrying enough money). Finally
she issued me the boarding pass at 3.15 AM.
I am terribly disappointed by this service, because of 2 reasons -
1) Even though I was having all the requirements, I was denied the boarding
pass for almost 2 hours with out any valid or genuine reasons, causing
considerable mental stress and nervous break down.
2) There were no higher officials of Emirates in the airport or outside
accessible at that time, whom I could repot this incident and get the
remedial measures done.
Hence I request you to take necessary actions, so that in future, such
officials will not harass passengers like me. Even though I do not have any
personal grudge against anybody, I feel humiliated and insulted by the
manner in which the flight-in-charge was shouting on my face, since as a
doctor I am not used to such a treatment (except from some occasional
psychiatric patient).
Requesting timely action against such errant and misbehaved officials,
Anticipating a reply,
Thanking you,
With regards,

Dr Sajeev. S. Nair.

From: elena romero

To: jawad@alumni.washington.edu

Sent: Wednesday, July 23, 2003 11:23 AM

Being a cabin crew member for an airline in Australia, I know how hard it can be for cabin crew. Passengers do not understand we are an airline not a supermarket or deli where we provide milk, nappies, a la carte menus!! Think about it we are catered for a particular flight time we carry milk for coffee and tea not for feeding children, Bring your own Milk!! Did you think of that one?? Everybody knows children need to be fed on take off and landing to help with their ears and what did you think we have an endless supply of milk to hand out?? Oh yeah and maybe when a paying customer asks for a coffee we will say no because there is no milk left because we had to feed the children on this flight. Again, if we give you that milk every man and his dog would want that service too. I think you need to plan your flight better especially when travelling with infants. We are not there as babysitters buddy so I think you are very much in the wrong!!

From: "Tai Tze" <jastai@yahoo.com>

To: <jawad@alumni.washington.edu>

Sent: Monday, July 21, 2003 12:55 PM

Subject: Emirates is a shame

I am glad that there is such website that cherished
the freedom of speech! Being a frequent flyer to
numerous airlines its great to have found out that
this site were for people like us who could sent our
grievances and bad experience with the Emirates
Airline. I totally agreed with those who have had
encountered bad experiences with Emirates
Airline.Being a frequent flyer here means that I flew
at least once a month to and fro from a destination
with minimum 3-16 hours flying time. As for the fans
of Emirates, I think they are either staff/family
members/locals of the national airline and they do not
know/ignored how bad actually the service quality were
provided by this so called awarded as excellency of
blah blah blah...I think they should be awarded as
"The most disgraceful airline"! I seriously think they
don't deserved the excellency award and does not
believe in such ratings anymore cos most of the time
it is not true! Emirates fans instead of venting
their angers towards the public who dare to voice out
their opinions and frustrations they should try to
understand and hopefully that the Emirates airline
management/staff will improve to continuosly gain back
their reputations. Reputations should be gained from
the public and not from certain elite or first class
people.
Good service quality should be given to all, albeit
Economy, Business or First class passenger. All
passenger who are from different races/backgrounds
have to pay to fly to their destinations and due to
the competition of other airlines, I guess excellence
service will be the main factor that a consumer is
looking for. If good service is only given to the
First class and Business class then I guess the
airline will not be able to survive or goes bangkrupt
as nobody will fly Economy class. One should take
consideration of the demand and supply curve with the
price as the main factor and you will be able to see
that profit comes most of the time from the economy
class and its not worth flying if only the
First/Business class seats were filled up. Of course,
if one is a First class or Business class passenger
than better service quality should be given to them
but it doesn't mean that the crew/ground staff have
the right to treat the Economy class passenger badly!
Even the price of one or two Economy flight ticket
could be equivalent of the crew/ground staff monthly
salary so damn it who are they to look down or
arrogant and rude to the Economy class passenger? Bare
in mind that the passengers are the actual "Pay
Master" and not the Emirates Airline!! If there's
no/not enough consumer for the airline do the staff
think that they will still get paid or being sacked???

Despite the opinion above I also notice that sometimes
certain races (locals/westerner) were given priorities
and with a soft spoken manner and a smile on the face
while the other races were treated rudely. The Asians
are the one that is always being treated rudely. The
preferred race doesn't mean that they are more wealthy
(which there is nothing to be gained from anyway for
goodness sake!!!!) or will give the crew/ground staff
extra tips!!! So why the different treatments? Is it
because the Asians are easier to bully or to vent off
their anger out of their chest? I do not see why the
differences and in this civilized century (I don't
think Dubai emirates is civilized yet and its known
for being racists!) everyone should be treated
equally. How would one feel if he or she being treated
the same bad manner because of their skin colour? I
hope Emirates Airline is not a racists airline! In
fact an example that I encountered was I do not see
why the locals should be given the priority without
queing up like the rest of the civilized passengers
were doing? The ground staff should request them to
que up but instead checked him in with a smiling face
and the poor guy who were being cut cue at was a
Pakistani/Indian (Asian) who does not have the nerve
to voice out and being bullied! Well, I feel that
Emirates airline should try to improve and feel
grateful that there are still some good samaritans out
there who dare to voice out their complaints and still
give the airline a chance to improve rather than just
banned/blacklisted the airline. Being nice doesn't
means that one is easy to be bullied or taken for
granted for. So instead of being adamant, Emirates
Airline should try to listen and rectify or improve
the problems. There are opinions means there are still
passengers flying with Emirates. Good Luck Emirates
Airline as not to go in to bankruptcy! (And I believe
it won't if the government is subsidizing!)

An avid Emirates hater as well!!!

=====
Jasmine

From: Marjorie

To: jawad@alumni.washington.edu

Sent: Thursday, July 17, 2003 3:59 PM

Subject: Re: Emirates

Dear Jawad,

I have spent months trying to follow up on UNFAIR and UNETHICAL practice issue with Emirates and one of its Travel agents in Oman. Its almost going for a year now, and am fighting tirelessly, whether there will be justice, its still to be seen.

THIS IS HOW IT GOES!

I'm a South African living and working in Oman and I've been traveling Emirates since I've been in this country which really mea

Disclaimer: Views expressed in these pages are of different authors (people who have send me these emails) and there is no way for me to check the authenticity of their claims. I welcome any response from Emirates on these specific complaints and that will be published on these pages also.