Emirates Reviews 3,827

Due to situation in Middle East, I cancelled my flight with Emirates and filed refund request. Emirates fully refunded my tickets within 2 weeks ! Thanks

I am extremely disappointed with Emirates' customer service. My flight was cancelled (Booking: 40-8475XXXXX).
Booking reference is available upon request for verification by Emirates staff.
Under EU Regulation 261/2004, I have a direct legal claim for a refund against the operating carrier (Emirates). However, their staff repeatedly refuses to process my request.
Instead of complying with their legal obligation to refund the ticket price within 7 days, they keep redirecting me to the travel agency Booking.com. Legally, Emirates remains my direct debtor regardless of how the ticket was booked. It is unacceptable for a major airline to hide behind agency billing procedures while ignoring mandatory passenger rights.
I am now referring this case to the German Federal Aviation Office (LBA) and the German Conciliation Body (söp) as Emirates is systematically blocking lawful refunds.

Emirates recently cancelled a flight that I had just booked online. When I called to confirm the cancellation notification and that the cost of my flight would be removed from my credit card, I was asked which charges specifically and instructed to fill out the online refund request form. So now we begin the process of the time delay in the Emirates' response to my refund request, and the inevitable resubmission of a refund request when the initial 60-day period expires.

very bad Robbie hates emirates he is a Jetstar fan. take some advice from Jeststar. terrible flight do better Emirates

Emirates is a total disaster from the leadership down to their ground staff. I heard it was a world class airline so I upgraded my flight to fly with them but after 1 flight with them, I conclude that they are truly worst than a budget carrier.

Firstly, I received a horrendous customer service provided on-board flight by Mohammed Hosni, a cabin supervisor who was unable to manage a difficult passenger sitting on the other end of my row who was trying to take a nap at 5pm, so he came up to me to command me to close the window shades. I explained to him I was feeling unwell and wanted to leave it slightly open (1/4 open and 3/4 closed). He refused! He said that there’s another passenger across the aisle that is complaining and since that person is from my country, I should comply with his request. Only when I repeatedly ask him if I fainted on board, would he be responsible, did he say it was my right to leave the window shades open and he will handle it with that lady. Many people had their window shades opened and the rule of the thumb is anyone sitting beside a window decides if it gets to be open or close. Mine was three quarter 3/4 closed.

Does it make sense that instead of forcing me, he should have given her an eye mask instead? Why is a cabin supervisor passing his problem to me.

Wrong menu, non-responding staff to call button among others.

Secondly, Inefficiency of Customer Service Team with replies almost only once a month.

Upon arrival, I noticed damage made to my luggage. My flight landed in Singapore on 29 Dec 2025, I wrote in on 29 Dec 2025, received one reply on 29 Jan 2026 and the next reply on 23 Feb 2026 with only a partial reply on both emails.

I asked the customer service staff Najma a simple question 5 times but up till the end of March 2026, I am still unable to get my refund or an answer.

Customer service not picking up calls in a moment where all the flights are cancelled

Dear Emirates Customer Relations Team,

I am writing to formally raise a serious concern regarding the treatment I received during my recent journey with Emirates. As someone who travels frequently between Europe and India, I have always expected a certain standard of professionalism from international airlines. Unfortunately, my experience with your staff during check‑in fell far below that standard.

Due to the nature of my work, I am required to carry three laptops. I have flown with numerous airlines over the years, and not once has this ever been questioned or treated as an issue. However, during this trip, your check‑in staff subjected me to unnecessary trouble, excessive questioning, and behavior that I can only describe as unprofessional and unreasonably harsh.

What concerns me even more is the complete lack of empathy shown toward my health condition. I am a high blood pressure patient, and during the interaction I was visibly sweating and unwell. Despite this, the staff showed no concern, no patience, and no willingness to handle the situation with basic human decency.

This experience has left a deeply negative impression. As a regular international flyer, I expect respect, clarity, and courtesy—not hostility. Based on this incident, I am compelled to reconsider flying with Emirates in the future.

I urge you to investigate this matter seriously and ensure that no other passenger is subjected to such treatment.

I’m so annoyed with Emirates , they have given me a 24 hour flight with a 7 hour lay over in Dubai .
And I can get hold of them by email phone live chat what’s app

The perfect crooks on this planet, absolute thieves, we had to cancel our flight due to the ongoing war conditions and refund amount for the unused ticket from Birmingham to New Delhi was £112 per ticket. We paid £1200 per ticket. Do not trust these assholes.

Booked a flight upgrade seats and the flight got cancelled due to the current war
However after emirates cancelled the flight they refused to pay the upgrade costs back and also said the return flight had not been cancelled. But if we couldn’t go how was we supposed to return absolutely ridiculous. We will never use this rubbish airline again

I would like to extend my sincere gratitude to the Emirates ground staff and flight attendants for their exceptional efforts on March 17th, 2026.

Despite the ongoing situation in Dubai, the team went above and beyond to ensure I could return home to my family in Ireland for St. Patrick’s Day. What stood out most wasn't just the efficiency, but the selfless attitude of the staff, who consistently prioritized the well-being and needs of their guests above all else.

In a challenging moment, your team didn't just provide transportation; they provided peace of mind. Emirates has truly redefined world-class service.

I’m honestly disappointed, because I expected more from Emirates.

My girlfriend and I booked our flights specifically to maximize our time in Phuket, as we only have one week of vacation. Just two days after booking, Emirates changed our flight schedule, resulting in an 8-hour delay and forcing us to arrive in the evening instead of midday — effectively costing us an entire day of our holiday.

We contacted customer service hoping for a reasonable solution. To be fair, the representative on the phone was polite and tried to help. However, the outcome was far from what I would expect from an airline known for high-quality service. The only option offered was to rebook to an earlier flight for an additional €480 per person, later reduced to €300 per person after we explained our situation.

That’s still a significant extra cost — especially considering the change was initiated by the airline, not us.

Also, since we wanted to rebook to day the before and it's an Emirates flight I am positive they indeed could rebook us without any extra costs. But instead it was a deliberate decision not to rebook us.

I understand that operational challenges can happen, but offering no meaningful alternative without additional payment feels unreasonable. We didn’t book randomly — we chose that specific flight to make the most of our limited vacation time, and now we’re simply expected to accept losing a full day.

This experience doesn’t match the premium reputation Emirates is known for. I hope they reconsider how they handle situations like this in the future.

Emirates customer services is appalling. It is very difficult to call them. The phone line is almost permanently engaged and when you do get through the queue is interminable. The Web Chat is permanently off line. The web site provides no other UK contact details other than one phone number. You are offered a Dubai number and a Dubai address. Which are useless. When you submit a refund form you get a No Reply email. The form itself is dysfunctional and does not work in parts. All in all this is a Customer Disservice. It is the pits. It is designed to not respond. To prevent you getting anywhere with them. There is an address you can use in London but this is not on the web site. You only start to get a response when you quote legal action and then they throw Terms and Conditions at you. From the start they are not interested in any problem you have. Or interested in helping. It is truly appalling. Whilst I think their booking system and actual flights are very good when you have a problem they don't want to know. Despicable.

When booking the flights, accidentally selected the wrong month but the correct day. Contacted them when I realised. Still plenty of time before we flew. They charged us over £100 each to change the flight even though it was an obvious genuine mistake. Over £400 as have 2 kids. They had plenty of spare seats on the return flight. Customer service took weeks to reply with no sympathy whatsoever. Usually prefer to pay a bit more for Emirates due to their customer service but won’t be anymore. Actually had better service when I used Ryanair in the past and had a different issue and that says a lot

Never again with this airline! On March 10, 2026, we weren't informed that our return flight from Thailand to Dubai had been canceled. At the airport, we received no assistance whatsoever, neither for accommodation nor for a replacement flight. We were offered the option of sleeping at the airport in Thailand until the war in Iran ends. We took photos, including one of the Fly Dubai Center, where there was only a cleaning cart, as the staff had already left. For a supposedly top-tier airline, there was nothing to be seen. After 14 days of trying to communicate, the matter of our replacement flight, which cost us €7,500 including hotel expenses, is now going to court through a lawyer. My brother, who was vacationing in Dubai, also had to sleep in an underground parking garage because the hotel denied him access. Absolutely outrageous! Never again will we fly to the United Arab Emirates or with any of these airlines.
Flight EK2384 + EK2157
A major fraud perpetrated by Emirates is that the flights are simply resold to the very poor airline fly Dubai.
Flight FZ1482 + FZ1835

Terrible baggage handling and customer service. Emirates destroyed two strollers on a MAD-DXB flight. One brand new (479€) they paid in full, but for my son's Bugaboo Butterfly (purchased July 2022 for 379€, perfect condition, current market value 240-290€ based on 6 active listings on Wallapop) they only offer 100€ — a 73% depreciation in just 3.7 years for a premium brand designed to last 8-10 years. Additionally, we were downgraded from Premium Economy to Economy on the return flight with no compensation. After multiple complaints, the local office says they cannot change the central office's decision. I've filed a formal complaint with Madrid's consumer protection office (OMIC). A so-called premium airline should handle claims fairly, not apply abusive depreciation formulas to avoid paying what they owe. Completely unacceptable for a brand that charges premium prices.

I Echo the issues others are having with refunds due to the situation in the Middle East. I processed my refund on 7th March for a trip in May for a full refund which was just over 6K. Emirates are unable to give me an update on when I will receive the funds and are not very helpful. I’ve rebooked with Singapore Airlines and in the process of submitting a charge back with my bank for my funds. This is my first and last time I’ll book with them.

Extremely disappointing experience with Emirates – very poor handling of a cancelled flight.

My original flight from Dubai to Karachi was cancelled due to regional tensions, which I understand can happen. However, the way Emirates handled the situation was completely unacceptable.

They rebooked me on a flight SIX days later (22 March) and arranged a hotel, effectively leaving me stranded in Dubai. I was travelling with an infant, which made this situation extremely stressful and difficult.

What is most frustrating is that when I checked their own website, I found seats available on an earlier flight (EK0600 on 17 March). Despite repeatedly asking, Emirates staff never offered me this option.

With no real support and unable to wait that long with a baby, I had no choice but to book the SAME Emirates flight myself the next day, paying £750 out of pocket.

After all this, Emirates only refunded £250 from my original ticket, leaving me with a £500 loss for a problem they created by not offering available seats.

Very disappointed with the lack of care, especially when travelling with an infant. I expected much better from a premium airline.

I would strongly advise others to double-check availability themselves in such situations, as the airline may not offer the best or earliest option

One of the horrible customer services that i ever experienced. So arrogant and disregard about the enquiry for my refund. He is saying that it is my problem and i have to call everyday for next 21 days to verify if refund is released. absolute pathetic services. so disappointed after flying with this company fro 20 years.

I would like to thank His Highness Sheikh Mohammad Bin Rashid Al Martoum, all his staff at Emirates and the staff at the hotel 'Arabian' where we were accommodated.
While other airlines were running for the hills Emirates kept flying passengers home and accommodated and fed us.
Well done Emirates!