Emirates

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 2345 reviews
5/10
4 star Skytrax Rating
Filter Reviews by :
Show
9/10

"allow infants in premium cabins"

(United Kingdom)

Verified Review | Gatwick to Perth return via Dubai. Excellent level of service. Modern, comfortable, clean aircraft. Approachable smiling cabin crew. High ratio to passengers in first class cabin. Lounge facilities in Dubai excellent. Only one question which applies to most airlines? Why do they allow infants in premium cabins. A 7 hour flight of having a non stop screaming baby is just not on.
AircraftA380
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteLGW to PER via DXB
Date FlownJanuary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"rude and non-cooperative"

(United States)

Verified Review | Seattle to Thiruvananthapuram via Dubai. I was travelling with my kids, which includes an infant. The staff on the flight from Seattle to Dubai were rude and non-cooperative. I requested for warm water to prepare some food for my kid and it was provided after 2 hrs even after me telling them in the first place that it is for the infant's meal. At the airport just before boarding they made a fuss about my one cabin baggage being 8 kg and wanted me to move the 1 kg to another bag even though the total weight of the baggage's were less than the allowed weight limit for 3 people. I had requested special meals due to some dietary requirements. The tray was provided well before the meal was served to rest of the passengers. With a one year old how many hours can I handle the tray? On requesting the crew member to help me out by taking the tray the response was we cannot do it as we are serving other passengers. All of them responded in a very arrogant manner. The passenger who was sitting on the aisle seat was so accommodating that he agreed to switch seats with me seeing my plight. I had to go to the kitchen area to get warm water every single time with my little one. The screen in-front of my seat was not working. I just wanted it to be switched off. The crew member said it will be done in 5 minutes and that he will be back in 5 minutes. Apparently he came after 5 hrs. The airlines says that they take care of people who are travelling with kids which is not true. The other passengers (elder people) were so kind that they offered to hold the baby for a few minutes so that I can use the restroom. On our return flight, I had requested for gluten-free meal which was provided in the flight from TRV to Dubai but was denied on the flight from Dubai to Seattle stating that I had not made the choice, even though i had opted for it in all the flights to and fro. I do want to thank the crew on the flight from Dubai to Thiruvananthapuram who were helpful and accommodating. They helped me out without even requesting. They took care of the baby so that I could use the restroom and also made sure that the passengers travelling with kids had a comfortable pleasant flight.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSEA to TRV via DXB
Date FlownJanuary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"a huge disappointment"

(United Kingdom)

Verified Review | It would seem to me that Emirates have spent all their money on advertising and celeb associations while overlooking the upkeeping of their planes or training their staff. My return flight London to Melbourne was one of the worst flight related experiences I've been through and a huge disappointment. One half of the entertainment screen on the first leg of the journey (LHR to DXB) was unresponsive so I gave up on trying to watch anything. The provided headphones are awful, and you can't use you own because of the archaic two ports stereo jack they work with. The food was simply awful on 4 of the 5 flight legs on my journey. Apart from the crackers and cheese, I ate next to nothing. Airport staff are incredibly slow at doing anything. Just one example: boarding our connecting flight in Singapore, they chose to guide all the 800 or so passengers onto the plane by having a junior member of staff hold boards with the boarding zones up. If you haven't been in the Singapore airport before, you'll probably not know that a huge part of the seating area at the boarding gate is behind the counter, so if you were sitting there, you couldn't see the boards at all, while another member of staff was trying to shout what zones were being boarded when. This confused a lot of people, that simply couldn't hear or see what was being announced. The worst is yet to come, as our return flight MEL to DXB was delayed by two hours due to fog on an earlier flight, this made us miss our connecting flights in Dubai. You'd think that, with such a big airline as Emirates everything would be fine as they surely have other flights to go onto. You would be wrong though, we were rebooked onto a flight the next morning, so 45 people on the London flight alone were stuck in Dubai for a full day. Again, staff were slow taking more than an hour to process the 10 of us in the queue.
AircraftA380
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLHR to MEL
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"won't be using this airline again"

(Pakistan)

Verified Review | Islamabad to Bologna via Dubai Before booking flight, I checked the ratings of all airlines because I wanted my mother to have a comfortable flight. I won't be using this airline again. Flight was delayed for more than an hour due to bad weather which one can ignore. However, flight from Islamabad to Dubai was ok even though the airplane was not very clean. Staff was cooperative. But as soon as we landed in Dubai, we were like stranded. There was no counter or any staff to help us or guide us. The fellow passengers were helpful enough to guide us. We had 18 hrs connecting flight to Bologna. It took us more than a hour to find the Emirates counter regarding hotel room. My mother cannot walk a lot. Finally when we found the counter and asked for hotel room, Emirates staff was rude and denied us room. Finally, seeing condition of my mother I offered to pay for the room. Even then, the woman sitting on counter said her shift was over and she wont help us out; we should wait till after 5 (our flight landed in Duabi at 3:00PM). After waiting for almost an hour the Emirates took around 1100 Dirhams from us for one night stay (visa fee included). But all this process took around 4 hrs as we reached hotel at 7:30 PM , extremely exhausted. When we thought all that was bad was behind us, the flight to Bologna turned out to be even a worse experience. The air hostesses were not cooperative at all. The rating I give for Cabin Staff Service is only because of staff in flight from Islamabad to Dubai.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteISB to BLQ via DXB
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"service slow and inefficient"

(Hong Kong)

Verified Review | Bangkok to Hong Kong. Purchased the ticket last minute due to sudden change of plan, approached check in desk 60 minutes before a supposedly 13:45 departure and was told off about being late. Once airside, boarding was not announced until 13:45 and flight departed at 15:00. There were many Emirates staff hanging around at the gate but no one bothered to make an announcement. Clearly Bangkok's gate holding lounges are not designed to accommodate a full load of A380 passengers and it was jam packed. No effort was made by the Emirates ground staff to separate passengers. Boarding at the beginning was a free flow until several very sultry ground staff restored order. Once on board, cabin crew was cold. The lady responsible for the area I sat in was very rude with people that do not speak fluent English when distributing the 'meal' (tasteless and cold curry chicken rice) and if you dare to ask her for something she does not have in the trolley (Diet Coke for example), the request would fall on deaf ear. Despite such rudeness, service was slow and inefficient. They only served the meal one hour after take off and barely managed to collect the trays at top of descent. Inflight entertainment was good and a saving grace so that you do not have to speak with the crew.
AircraftA380
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBKK to HKG
Date FlownJanuary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"won't ever use Emirates again"

(Australia)

Verified Review | Bucharest to Perth via Athens and Dubai. Booked online thinking they are a 'premium airline' that offers great all-round service and the flights they had would get us home a bit quicker than our usual airline so we took a chance. Booking went smoothly until we tried to select seats! Couldn't select first leg at all (understandable as with another airline and of course directed to that airline that didn't even recognise the booking!). Second leg booked seats together OK. But site wouldn't give access to third leg - Dubai to Perth. Kept trying and after day of trying got access. 5 seats left and none together! You have to be joking. Booking made as two people. So they get your money but then you can't even sit together. Absolute joke Emirates. Needless to say we won't ever use Emirates again. We will stick to our usual airline in future. Unfortunately I see many have the same issue with seat allocations. Should have done my research better.
AircraftA380
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteOTP to PER via ATH / DXB
Date FlownJanuary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"we were very shocked"

(Indonesia)

Verified Review | Paris to Kuala Lumpur via Dubai.I am disappointed with Emirates. The entertainment is excellent, the food is good, the seat is comfortable, the aircraft is clean, the staff are okay. My flight from Paris to Dubai was delayed 3 hours because of bad weather. The ground staff at Paris reassured us that we will be taken care of if we missed our connecting flight. We landed at Dubai at about 10.20 pm instead of the scheduled 9.40 pm. We need about 5-10 minutes to get off the plane and proceed to the transit area. There were 2 staff holding boards, for the Bangkok flight passengers and other destination. We checked the departure screen and read that our connecting flight was boarding. All of the Kuala Lumpur flight passengers ran to the gate, just to know that the flight had departed at 10.30 pm. We were very shocked. If it had waited 10 more minutes, all of the passangers would not be stranded at the Dubai airport, on new years eve. We were forced to queue at the ground office for hours to find our flight home. My family got lucky. We got our flight home after standing for 2 and a half hours. We were rerouted, flying from Dubai to Kuala Lumpur via Dhaka, using Bangladesh Airlines. We paid for Emirates, got Biman and extra trouble of tracing our baggage. Amazing way to start the year. I would be much grateful if the ground staff and the cabin staff had communicated better and at least some direction or guidance from the Emirates for the lost passengers. I would be happy to never fly with Emirates again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCDG to KUL via DXB
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"declined over the last few years"

(United Kingdom)

Verified Review | Birmingham to Male return via Dubai. Unfortunately Emirates has declined over the last few years, and now I try my best to avoid using them. I had problems both legs of the return journey. Firstly our flight got cancelled from Maldives which caused a lot of stress and losses (time and money). They gave some skywards miles as goodwill gesture which were worthless. I have been going back and forth with their customer affairs team but getting nowhere. On the second leg home the service was diabolical, never have I experienced such bad customer service. Emirates really need to sort out their customer service.
AircraftBoeing 777-300ER
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMLE to BHX via DXB
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"seats not the ones I had booked "

(United Kingdom)

Verified Review | Newcastle to Bangkok via Dubai. We always fly with Emirates when going to Thailand as usually the service is excellent. We boarded the flight at Newcastle and found our seats were not the ones I had booked back in March! I told a member of the cabin crew and she said she would get her supervisor that didn't happen! So when we arrived in Krabi minus our luggage because that was left in Bangkok due to the late arrival our our Dubai flight I emailed Emirates only to be told it could have been operational reasons we were bumped, but I feel really strongly that we are being fobbed off by them. Why bother giving you the option to book seats then move you anyway. What makes another passenger better than me and why should they get the seat I'd booked all those months in advance. I have since replied to them and asked the question again. I think the cabin crew are not as attentive as they used to be either. I know to some people the seat saga is petty but it's a big thing to me. All I hope is we get the seats we booked on our return flights. I will not say I won't fly with them again but it has made me think there maybe better airlines out there to try.
AircraftBoeing 777 / A380
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNCL to BKK via DXB
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"I was very happy with Emirates"

(United Kingdom)

Verified Review | Birmingham to Bangkok via Dubai. This was my first long haul flight, which I did alone so I was very apprehensive about luggage being transferred, reaching connections in time and the flight in general. I was pretty happy with everything overall. The seats were comfy, I ended up with a window seat with two empty seats next to me, which was great. The entertainment system was brilliant. Lots to choose from. The wifi didn't work too well, but that wasn't an issue. The staff were very polite and helpful, blankets, wet towels, warm towels, pillows and headphones all supplied. The food wasn't amazing but wasn't an issue either. The only thing I wasn't impressed with were the ground staff at Dubai. No one was particularly helpful when I asked about my luggage being transferred. Apart from that I was very happy with Emirates and I will definitely use them on my next trip to Thailand.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBHX to BKK via DXB
Date FlownNovember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes