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
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4/10

"things have gone down the drain"

(India)

Trip Verified | Hamburg to Mumbai via Dubai. Emirates has been long projecting themselves as a premium airline but things have gone down the drain. While making online check-in, they only provide to reserve seats in the middle (check the attached picture). Aisle seats are basically reserved for higher class of Economy. This is unacceptable because it should be based on first come first serve basis. That's one of the reason why passengers do online check-in! For the return flight, aircraft was very light but the check-in staff was extremely stingy in regards with luggage. I was 3 kgs more than limit and when I pointed out the Emirates Online Published Baggage Policy that luggage "not exceeding" 32 kgs", the staff abruptly replied "this policy is only for US bound passengers". But this is not mentioned anywhere. Clearly she was dodging the rule. It seemed more like, she has been instructed to shell out money. After after security check, the manager still wanted to weigh hand luggage before final boarding. Even after boarding and settling down, the manager came on-board to give us final notice that they might conduct a surprise check of hand luggage and have to pay double if found guilty. This was definitely the height! Honestly, I couldn't believe she made this announcement. On 3 out 4 flights, they served absolutely the same food, I couldn't see it anymore, forget about eating it. The staff was of mixed bag ranging between "okay and poor" with "forced to work and doing a favour" attitude. I fly twice a year long haul and based on my experience, I don't want to fly Emirates again. Their publicity and reality are worlds apart, get your acts together Emirates! Lots to learn from Singapore Airlines.
AircraftBoeing 777-300ER
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHamburg to Mumbai via Dubai
Date FlownApril 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
2/10

"service once again has fallen well short"

(United Kingdom)

Trip Verified | Glasgow to Auckland via Dubai. Emirates fell very short of their much hyped quality service on the flight from Dubai to Auckland on 26 Dec 2017. I had the misfortune to fly with them from Dubai to Auckland. The ground staff were very rude and unhelpful in Dubai, it took an age to get our boarding passes checked and when I did eventually get to my allotted seat I found someone else sitting there with exactly the same boarding pass!! the airplane was pushing back for take off while I was still standing in the galley while the air crew were trying to find me a seat! what does that say about their Health and safety and security. Anyhow the killer was that after the 17 hour flight to Auckland we had to queue an extra 3 hours in the airport to record the fact that our bags had not arrived. In fact approximately 150 bags didn't make it to Auckland so there were massive queues. Emirates ground staff were totally unprepared despite the fact that Emirates knew for at least 17 hours that our bags would not arrive at the same time as us! They wasted a day of my holiday and limited what I could do on the following day as I had to be available to sign for the bags when they were eventually delivered. We were not the most inconvenienced passengers. There were others who missed their connection to south island and several people in wheelchairs also waiting in a queue for 3 hours with no refreshments offered or seating to help those less able to stand. Any organisation that was serious about delivering a quality service would have had sufficient staff available to process our basic details so that the missing luggage could be delivered and would have had seating refreshments for those who needed it. Whilst things can go wrong its how you deal with the mishaps that determines whether you deliver a quality service. I received no apology or compensation to make up for the inconvenience and loss of a days holiday caused by Emirates failure. so many lessons could be learned from this but I doubt it will. This cant be the first time they have had such a massive failure in the delivery of luggage. I've flown several times with Emirates and had to put up with everything from missed connections to having give up my seat so that the drunk the passenger next to me could be physically restrained (a former Emirates crew member). not once have I received a formal apology or any compensation. Emirates service once again has fallen well short of what could be reasonably expected from a quality airline. I fly to Australia at least once a year - I'll be looking at alternative airlines from now on. Very poor service.
AircraftA380
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteGlasgow to Auckland via Dubai
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"has been degrading for years"

(Netherlands)

Trip Verified | Dubai to Bangkok, The Emirates experience has been degrading for years. Whereas flights of over 7 hours used to have two meals, they now have just one. Not even a snack can be spared on those flights (even all the European airlines they try to talk down do a sandwich or a snack half-way through the flight). Where the meals themselves would come with a lot of things on the side and used to be of good quality, you now get the same half-seasoned and half-baked meals they even offer on budget airlines. The advertised WiFi is non-existent on many flights (yes, the you can connect to OnAir but mostly there is no connection behind it). The quality of their crew has been degrading as well. After years and many flights on Emirates it’s time for me to move back to European airlines who seem to have stepped up their game under competition and who in general offer much better service and customer protection.
AircraftA380
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDubai to Bangkok
Date FlownJanuary 2018
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

"bad customer service"

(United States)

Trip Verified | Amman to Kuala Lumpur. I arrived at Kuala Lumpur airport to find two bags damaged, went to the bags office and they said I have to keep the bags for repair. I gave them the hotel address and my cell to call me but of course they never called. I bought two bags to put our stuff in, till now (2 weeks later) I didn't receive the bags or hear back from Emirates at all. Bad communication and bad customer service. The flight got delayed 7 hours on the way back without notice, but they gave us $5 voucher to buy kids meal with $5.
AircraftA380
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAmman to Kuala Lumpur
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
6/10

"is this down to cost cutting?"

(United Kingdom)

Trip Verified | Manchester to Dubai. Very disappointed, is this down to cost cutting? I have flown with Emirates a number of times before and have always found the service and food excellent, but after 12 months I could not believe the change. The Airbus looked tired and poorly cleaned, the food was abysmal many passengers complaining that their choice was not available, the quality was so bad and the so called beef was like leather. I found some of the staff were very curt and acted as though they were fed up having to attend to passengers. I would use Emirates again but only if travelling to Dubai but I would certainly choose a different airline if flying elsewhere. What has gone wrong!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteManchester to Dubai
Date FlownDecember 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
9/10

"really enjoyed the flight"

(Germany)

Trip Verified | Dubai to Colombo. We really enjoyed the flight. The cabin crew were very good and so was the cabin interior. I wanted to publish this review to be completely fair for this airlines, for which the hours spent on the phone for any simple changes left me with a bitter taste sometimes and therefore I left a negative review to reflect this dark side of Emirates. But it is my preferred company for the experience they do provide.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteDubai to Colombo
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"overall plainly disappointing"

(Switzerland)

Trip Verified | Zurich to Auckland via Dubai. Both parts of the journey from Zurich to Dubai and from Dubai to Auckland were in A380, and both aircraft were rather old versions. The flights were smooth and not many turbulences. The food was just fine, but definitively not the same standard in quality, presentation or service like the one with competitors from Asia (Cathay) or Europe (Swiss). Emirates had excellent wines from France and Australasia on these flights, but the handling of those expensive wines by the crew was disappointing: mostly the crew filled the wineglasses completely and on one occasion the steward just filled the Great Bordeaux in the same glas I had enjoyed before a Merlot. The crew was very diverse with no minimal standard of service at all, overall plainly disappointing and a lot of times unprofessional. The best is the Entertainment systems which seems to have no limitation, definitively one of the best. During the 24 hours airborne wit Emirates in First, no crew member ever addressed me ever by name, with the exception of the cabin crew directors when making their 'welcome round" in First and read my name from the passengers list.
AircraftA380
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteZurich to Auckland via Dubai
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"Had a really good experience"

(Saudi Arabia)

Trip Verified | Had a really good experience flying with Emirates from Bengaluru to Dammam via Dubai. Both flights were on time. The aircraft used on the BLR-DXB sector was a bit old. The entertainment was amazing but the touch screen was not responsive. The food was not that good to be frank and the cabin crew were very friendly. They gave toys for kids and had special food for them. Flight landed on time but we were parked away from the terminal and the bus took around 30 minutes to arrive at the aircraft. Since I had 5 hrs layover it was not a problem for me. The aircraft used on the DXB-DMM sector was a brand new aircraft and this aircraft was much better than the previous one. The screens were much larger and they were very responsive unlike the previous one but could not do much since it was only a 45 minute flight. The sandwich served was awful. Crew communication on both the sectors was really good and I would love to fly with Emirates again.
AircraftBoeing 777-300ER
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBengaluru to Dammam via Dubai
Date FlownAugust 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
8/10

"I love their service"

(United Kingdom)

Flew Dhaka to London via Dubai. I have been flying with Emirates for a long long time and I love their service. Their A380 is fantastic but their 777 service on the Dhaka to Dubai flight did downgrade a little and they should improve on that so it is how they used to be on that route. Their Dubai to London service has been amazing as always. Would recommend this airline.
AircraftBoeing 777-300ER and A380-800
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteDhaka to London via Dubai
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
2/10

"putting Emirates on my black list"

(Germany)

Trip Verified | Hamburg to Colombo via Dubai. I am always excited to fly Emirates because they provide a nice interior and generally good services. Unfortunately very bad surprises as well. This time, my travel companion and I had our seats separated. I paid for the seat reservation months in advance though! And I am silver member. I complained through the online chat, took one hour for no concrete solution. They explained to me that the seats were changed at the airport 2 days before the departure and they will send a note about it. Will we get a refund at least of the seat reservation price? No idea so far but I will seriously consider putting Emirates on my black list.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHamburg to Colombo via Dubai
Date FlownDecember 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