Emirates Customer Service Issues

On March 1, [redacted], my wedding anniversary flight on Emirates from Manchester to Dubai, EK0020, was marred by an unfortunate incident. A passenger seated next to me fell ill and vomited on me minutes before landing. Despite the distressing situation, the crew did not provide proper cleansing materials due to the imminent landing. I was deeply upset, especially as my request for medical wipes was denied citing a lack of supplies due to concerns about the coronavirus. I hope the crew member who assisted, particularly the Chinese hostess, reported the incident for record-keeping. Although they offered my wife and me complimentary bags from the upper deck with basic toiletries, the experience was extremely disappointing, especially on our 40th anniversary. I am still struggling to comprehend why this happened to me on a special occasion with one of the world's leading airlines.

Dear Emirates Team, My name is Istvan Imre from Hungary, and I work as an Air Traffic Controller. My wife and I have tickets to Seychelles on the 22nd of March from Budapest via Dubai. Unfortunately, the Department of Health in Seychelles has prohibited Europeans from visiting the island starting March 18th due to COVID-19. Additionally, the Hungarian Government has restricted Military Air Traffic Controllers from leaving Hungary. I purchased these tickets through an agency, not directly from Emirates online. I understand the challenges the aviation industry is facing. Emirates has kindly offered to change my ticket for free until the 30th of June, but due to my changed responsibilities in handling Air Traffic over Hungary, I am unable to travel during this short timeframe. I am seeking assistance to reschedule our flights for September 13th to the 26th. Our reservation details are: MNLCHN, Skywards reference CWIC46. I would greatly appreciate any help you could provide. Thank you, Istvan

Dear Emirates Team, My name is Istvan Imre from Hungary, and I work as an Air Traffic Controller. My wife and I have flights booked to Seychelles from Budapest via Dubai on March 22nd. Unfortunately, the Department of Health in Seychelles has restricted entry for all Europeans starting from March 18th due to COVID-19. Additionally, the Hungarian Government has prohibited Military Air Traffic Controllers from leaving the country. I purchased the tickets through an agency, not directly from Emirates online. I understand the current situation in the aviation industry, and Emirates has kindly offered to allow me to change my tickets for free until June 30th. However, due to my changed responsibilities in handling Air Traffic over Hungary, I don't have the flexibility to make this change within the given time frame. I kindly request if there is any possibility to reschedule our flights for September 13th to 26th. Our reservation details are as follows: MNLCHN, skywards reference CWIC46. I look forward to your response. Thank you. Istvan

Hello, I want to share my experience booking a trip for my parents over 65 from India to Washington on March 31. Unfortunately, due to the escalating COVID-19 situation in Washington, we had to cancel their trip on March 5. We explained that the reason for cancellation was the pandemic, especially because they are in a high-risk age group. Surprisingly, we were charged $[redacted] for the cancellation without being offered alternatives like a 12-month travel voucher or fee-free rebooking. Other airlines seem more accommodating, offering refunds in the form of vouchers or flexible rebooking options. As a loyal Emirates customer, I kindly request a refund in the form of a voucher that we can use for a future trip. I hope Emirates can consider the current circumstances and assist its customers during these challenging times. Looking forward to your response.

I am George McFarlane currently in the Philippines, and my Skyward number is [redacted]45. My original flight to the UK on 7th April had to be changed due to the lockdown on flights heading to Manila until 15th April. Emirates helped me rebook my flight to Cebu at an additional cost of £42, as a precaution in case the UK also imposed a lockdown. Unfortunately, Cebu Pacific later canceled all flights to Cebu until 15th April, leaving me stranded in Ozamiz City, Mindanao. Despite multiple attempts to contact Emirates by phone and email since Monday, I have not been able to reach them for assistance. My Philippines mobile number is +[redacted]82, UK number +[redacted]04, and landline +[redacted][redacted]. Please, I am anxiously seeking help in this situation. Thank you.

Dear Customer Service, I have been a loyal customer of Emirates since [redacted] and wanted to share some details regarding my recent travel experience. My Emirates Skywards number is [redacted]6. My name is Venugopal Nori and you can reach me at [redacted] While my Canada contact number is [redacted], I am currently in Hyderabad, India. I initially booked a ticket to travel on 9th March with a layover in Dubai, but due to the Corona Virus situation and travel restrictions, I had to cancel my ticket with the Airline PNR TOHAFN and rebook a new ticket with Booking Reference HRB3T6 to travel directly to Hyderabad. I noticed a charge of $[redacted] for the cancellation and would respectfully request a refund considering Emirates' decision to waive cancellation fees due to the current circumstances. I trust in Emirates' understanding of the situation and hope for a refund of the cancellation charge to my Mastercard. Thank you for your attention to this matter. Best regards, Venugopal Nori

I am reaching out to share my frustration with how my holiday booking to Australia was managed amid the covid-19 situation. I had asked Trailfinders, my travel agent, for additional time to make the full payment for my trip, but they insisted on immediate payment. Regrettably, due to this pressure, I had to cancel the trip last week only to have all flights subsequently canceled, resulting in a loss of [redacted] €. Despite multiple attempts to seek information about the trip, Trailfinders continuously assured me there were no flight alterations. Our itinerary included travel to Australia through Dubai and Singapore, with a planned 4-day stopover in Singapore. Given Singapore's early lockdown, I also inquired about entry into Australia following our stay in Singapore, which they could not clarify. Dealing with the challenges of covid-19 was already stressful without facing these uncertainties. I look forward to your prompt response. Regards, Margaret O'Brien

I have been a loyal Emirates business class customer for many years, but recently had a negative experience at the check-in desk in Hyderabad on flight EK529 on March 17th. The staff member was unwelcoming and made us remove items from our luggage to meet the weight limit, despite being only 1kg over. This was particularly challenging as my wife is disabled and a cancer patient, needing her medications. Our flight continued to Manchester on EK0021. I am a Skywards member with number Ek[redacted]12, and my wife is Ek[redacted]10. I hope Emirates addresses this issue promptly to ensure a better experience in the future.

I have been trying to seek assistance for a week now. I reserved a ticket on February 24 for a flight from Sofia, Bulgaria to Mauritius on April 1. The airline informed me of the cancellation a week ago, but I have not received my refund yet. Can someone please assist me with this issue? I have already provided all the flight details. Contact Information: First Name: Marinela Last Name: Koleva Email: [redacted] Phone Number: Mobile: +[redacted][redacted] Booking Reference Number: EK3659 Departure Date: 01 Apr [redacted] Departure City: Sofia Destination: Mauritius Payment Method: Credit/Debit Card Electronic Ticket Number: [redacted][redacted] Passenger Name: Giovanni Chinapen Refund Type: Fully unused ticket Payment Website: emirates.com Departure Country: Bulgaria Name on Credit Card: Marinela Nikolaeva Koleva

Hello, I sent an email to Emirates on April 1st about a refund and have not received any response yet. I would appreciate it if someone could assist me with processing my refund promptly. Thank you, Jane L.

I am writing to request our compensation for the flight cancellation on March 14, [redacted], from Newark to Athens for myself (Borova Sylvia) and my friend, Mrs. Tzanetea Alexandra. We received the cancellation notice from your end a day before the scheduled flight and, despite contacting customer service, no alternative was offered. This situation left us with the possibility of being stranded in the U.S., resulting in purchasing expensive tickets with another airline. The stress caused by this cancellation was significant and we are disappointed with the way it was handled by your company. Kindly let us know the necessary details (such as Bank Account Details or Credit Card Number) needed for the reimbursement. Thank you. Best Regards, Borova Sylvia

I flew to India on a round trip with Emirates and had my return flight scheduled for March 18th. Due to Covid-19, the flight was first rescheduled to April 5th, which I accepted. Unfortunately, the April 5th flight was also canceled, and I am now left uncertain about when I can travel back. I understand that booking a return flight after April 14th may be an option, but I have been unable to get assistance. This experience has been frustrating and disappointing, especially coming from Emirates, known as one of the best airlines. I have a diabetic child in Virginia, USA, who requires my care. I would appreciate it if someone could provide me with more information. I am not interested in vouchers or other programs, just a way to return home. Please help.

Hello, I hope this message finds you well. I am reaching out on April 7, [redacted], regarding a recent travel experience. My group of Omani National friends and I flew from BNE to MCT via DXB on March 24, [redacted]. Our luggage was checked through to MCT, but our connecting flight WY612 on March 25 was canceled in DXB. Despite receiving approvals to leave the airport and travel to Oman by land, we encountered difficulty with our luggage at DXB. Emirates Airline staff members Mohsin, Faisal, and others informed us that due to the airport closure until April 7, our luggage would be sent later. However, we have not received any updates from the airline regarding our missing luggage. I kindly request that Emirates Airlines contact me via email or phone (+[redacted]2) to confirm the status of our luggage and arrange for its delivery to Oman. Thank you for your attention to this matter. Best regards, Husam

My spouse and I purchased flights online for the Phuket to Dubai route (EK0379) and Dubai to Sao Paulo route (EK0261) for March 27, [redacted], with booking reference NZBXAW. Unfortunately, we never received the e-ticket. Emirates Airlines notified us three days prior to the flight that it was canceled. Despite not receiving a refund, I had to cover the cost on my credit card and was unable to board the flight. I am reaching out to request a full refund, as I am unable to provide a proper refund request without the ticket number. I can furnish any necessary documentation upon request.

Hello, I'm seeking assistance regarding my return flight from Mauritius to Mumbai on Emirates flight EK [redacted], scheduled for March 28, [redacted]. Due to the COVID-19 outbreak, Emirates has canceled all flights, leaving me stranded in Mauritius. My booking was made through Cleartrip with Booking Reference JNCV3N. I need guidance on whether Emirates will reschedule my flight once operations resume or if I should cancel my ticket to receive a travel voucher for a future booking. The lack of information is distressing me in a foreign country. For urgent communication, please reach me at +[redacted]9 or via email. Thank you, KRISHAn MOHAn PATEL

I am in urgent need of assistance. Someone is claiming to be an Emirates pilot and offering my dad a job as a doctor at Emirates. They are asking for money, and I fear for my dad's safety. I need to verify if there is a pilot named Zain Iqbal Ghani at Emirates. This individual wants to meet at Qavi Associates in Clifton, Karachi, Pakistan, which seems suspicious as job interviews are usually held at the Emirates office. Please advise on the existence of this person and what steps I should take to protect my family.

Hello Emirates, I made a booking through TRAVELUP for a flight from Gatwick to Dubai on April 4th, then Dubai to Phuket on April 7th. All flights were canceled due to COVID-19. I've been unable to reach TRAVELUP for assistance. My Emirates booking reference is JH7LTJ under the name Steven Godwin with the phone number [redacted]6 and emails [redacted] or [redacted] As a loyal customer, I would like a refund and plan to book directly with you for future trips. I hope to receive a response as TRAVELUP has been unresponsive. Thank you, Emirates. Warm regards, Steven A. Godwin. Skywards Member EK[redacted]33.

Due to the pandemic, my family and I had to cancel our dream trip to Dubai with booking # JD4CCW and requested a refund. We were informed that we would receive our refund within 15 days. After speaking with Norman on April 13th, he mentioned it could take an additional 15 to 30 days. We were also surprised by the $[redacted] cancellation fee, especially since other airlines are waiving such fees. This delay in our refund has caused significant hardship as we have lost our income due to the current situation. I kindly request that you waive the $[redacted] cancellation fee, in line with what other airlines are doing for their passengers. Your understanding in this matter would be greatly appreciated. Sincerely, T. Quander.

Due to the impact of the pandemic, my family and I had to cancel our dream trip to Dubai with booking reference JD4CCW and requested a refund. We were initially told the refund would be processed within 15 days. However, following a discussion with Norman on April 13th, we were informed that it might take an additional 15 to 30 days. In addition, we were surprised by a $[redacted] cancellation fee while most airlines are currently waiving such fees for passengers. This delay and unexpected charge have created significant financial difficulties for us as we have lost our income during this crisis. I kindly request the waiver of the $[redacted] cancellation fee in line with industry standards. Your prompt attention to this matter would be deeply appreciated. Thank you. Troy Quander

I submitted a ticket refund and received an email regarding keeping my ticket or obtaining a voucher. The issue lies in the lack of detailed information provided. I am inclined to keep my ticket as it mentions no fees. Could you clarify what this entails? For instance, if my ticket cost $[redacted], does keeping it mean I can use it for any ticket at the same destination within the next 24 months for the same amount? Will I receive a full refund? The reason for the refund request is due to the closure of borders by all countries, which is clearly out of my control. I fail to see why I would not receive a [redacted]% refund. I am not opposed to keeping my ticket if the refund is converted to the same ticket at the same destination, but I seek assurance that there will be no additional costs involved. I would appreciate more detailed explanations to understand fully what keeping the ticket or getting a voucher entails. Thank you.