Emirates

Not Verified | I rang Emirates Customer Service yesterday to ask them for some flexibility on the return leg of a flight from Brisbane. My mother has been in Australia since January and was due to return in a couple of weeks. Whilst some things regarding Covid 19 are returning to a new normality - my mother is in her 90s and as such is in a particularly vulnerable group. The customer service representative was amazingly understanding and sympathetic. He changed things to enable an open return (with no penalty) and completely understood the need for her only to return when things return to a much more normal situation. I had expected to have to argue my case but the agent was so understanding. He went way beyond what I expected and couldn’t have been more helpful. A credit to his company who I hope greatly appreciate his contribution.

✅ Trip Verified | I booked my first ticket on June 9 to travel by July 1, they cancelled it, I called them to ask of the next flight they told me it's for July 15 and its confirmed meanwhile I am already pregnant and never planned to have my baby here in the UAE, my visa is also cancelled so I could go back home, again they cancelled the flight on the 7th July, I called to ask when is the next repatriation flight they told me no repatriation flight except until August 3. I visit them yesterday 9th July and to my surprise, I heard that there was a repatriation flight that left a day before which was on the 8th July and also another one is scheduled for 14th July meanwhile I called and kept calling and even use their chat platform just to let me know if there is any repatriation flight to Nigeria, but seems all the customer care I spoke with were poorly informed, how can you as a customer care or telephone operator or ticketing officer and you don't know there is a repatriation flight just to inform your clients. The biggest shock of my life was the lady at the ticketing office on 8th July around 2 pm -5 pm she shouldn't be working as a customer service personnel at all, she is badly mannered, she does not display any form of empathy all, I explained my situation to this lady and what she said was "all flights for July has been cancelled and it's not only you". My point is if you cancelled my flight and I already told them my situation why cant they just inform me that theren is a repatriation flight they just displayed a nonchalant attitude, meanwhile i have been following up with their flight for more than a month and several repatriation flight left and still non of them informed their customers about this, they are only happy to cancel your flight taking advantage of the situation without even informing of the next and available options for their customers. Till now I have not been able to get any ticket and I have to leave Dubai this month July, 2020 unfailingly and I heard there is a repatriation flight for 14th July still they have not been able to put me on this flight despite my condition.

✅ Trip Verified | I was extremely disappointed how it handled things around the Corona virus: Had no checks carried out either at the airports on before the flight, not even a temperature check. On the airport and on the flight as well I've seen sick people, people who were coughing. When I was flying out to Australia countries have started to introduced lockdown measures so I have decided to move my return flight forward (to make sure I don't stuck on the other side of the world). Whilst Emirates guaranteed ticket flexibility to people who were travelling during this period (they let you change the travel time) I was disgusted by the fact that if you change your return flight Emirates will charge you for a one way ticket which is double the price of a return ticket. So instead of you only paying for the difference between your new ticket and the old ticket you also have to pay for the difference between a single trip and round trip which is absolutely ridiculous and I don't think it's at all acceptable. The Emirates website was saying that all tickets are sold out for they flight I've chosen and on other flight I would have had to pay even more so I bought a ticket from Qantas (which turned out to be on an Emirates flight) I've submitted a cancellation request on my original Emirates flight on 20th March and still hasn't received any response. I could't be more disappointed with Emirates, especially that I never got my unused ticket refunded. Due to this bad experience I wouldn't use Emirates again and would talk anyone out of using them.

✅ Trip Verified | Chicago to Lahore via Dubai. I am really disappointed with my return flight with Emirates. After flight resumption due to Covid, I reconfirmed my booking 5 times, on different days and they cancelled my flight 3 hours before departure. Moreover, they lied about reason for cancellation. They canceled my flight and told me CAA at Lahore isn’t allowing to land flights which was false. All other airlines we’re flying on that route and I also confirmed from CAA. Because of this, I had to have extra travel arrangements and stay at the city of departure as I came from another state.

Not Verified | Extremely disappointing. Corona crisis started. They basically cut all phone numbers, closed offices and let us without information in Thailand. They were still selling tickets for the next few days when they cancelled our flight back and did not allow us to take place on those just to sell more expensive tickets. Definitely a rip off. Emirates. Don't fly. It seems like a better pick up line for your commercials.

Not Verified | We had a business class flight from Auckland to Vienna booked for April 20. Obviously Corona crisis happened and we all know the story how almost all flights including this one was cancelled. The terms of the ticket clearly stated that they will refund full amount if they cancel the flight. As other reviewers had mentioned as well, they have since changed their terms so that all refunds are subject to cancellation terms regardless of if they cancel or the client cancels. Thus they are refusing to refund and try to offer their vouchers instead. Being a business class flight for 4 persons it's a fairly substantial amount. Let's consider the facts for a moment. Changing contract terms one-sided after the contract has been made, is clearly illegal and is not enforceable. Second, being an EU citizen, registered in an EU country and having paid with a credit card registered in the EU, the EU regulation clearly stated that airlines must provide a refund if they cancel a flight regardless of what they terms would have said. I'm currently processing a charge-back on the credit card. =

Not Verified | Never will I book a flight with this company again! After receiving notification that all our flights had been cancelled. Trying numerous times to get through to call centres. I’m then informed I cannot have a refund of my money, only a voucher. When I refuse this ridiculous offer I’m told they will then charge me $1000 in a cancellation fee if I try to get a refund. This is for flights they cancelled, and failure to provide a service they sold. Not something in my control, and not by any action of mine. In their lengthy Contract of Carriage it clearly states I am entitled to a full refund if they fail to fly. Apparently Emirates believes they can introduce new terms and conditions and that our previous agreed to contract no longer suits them. Had my bank try and reverse charges. After waiting 25 days was informed that their merchant bank sent an offer for a voucher, good for 24 months, and that if I then still wanted a refund I could get one then.

Not Verified | My family booked a holiday to Singapore, due to fly in March this year. However due to the unforeseen pandemic we were forced to cancel once the government announced the block on air travel. We have been trying to obtain a refund and have phoned their customer services many times only to be told our refund request has been cancelled. No notification, no phone calls with explanation nothing, just cancelled. Pretty appalling from a so called premier airline.

Not Verified | My son and girlfriend left stranded in Phuket by Emirates. They were on a 2 week holiday. Emirates flew them out there on 14th March then sent a text on 22nd informing them their flight home on 28 March was cancelled. No advice on how they could contact them or alternative flight options home. Emirates did not answer phone calls, e mails nothing. Just left stranded. I had to Pay £2000 for Ethihad flight to get them home. They had to fly to Bangkok first, stay in a hotel overnight then catch the Etihad flight. To date Emirates have only sent an automated response re claim for refund. Never again will we book with Emirates.

✅ Trip Verified | They cancelled all the flight and left us in Thailand with no option to go home and didn’t answer the phone or emails. We were abandoned there with no information. We had to buy a new ticket to get home (1500€) and now they don’t want to refund us anything.