A terrible experience happened to my mom and my sister when they were flying with Emirates from Germany to Jakarta via Dubai. My mom has illness and was hospitalized for some times in a hospital in Germany. On the day she had to take the flight back to Indonesia, she was not able to walk properly due to her illness so my sister has to arrange and doing everything for her. My mom was seated somewhere while my sister went for check in. But then they also asked my sister to present my mom in front of them.

This bad story began when they got problem due to overweight. Their both luggage reached 65 kg and according to the policy I read on their website, Maximum weight per bag is 32 kg (71 lb) for transportation in to, out of or via Dubai International Airport in accordance with Dubai Civil Aviation regulations. This means, they have 1 kg overweight and they asked my sister to take out 5 kg from the luggage to take it with her as hand luggage.

This created more problems on the gates. They could not go in because they have too heavy hand luggage (of course yes if they have to carry 5 kg in addition to what they had on that time!). They asked them either to pay for more than 1 thousand Euros for the excess or to throw 1 luggage! They didn’t carry that much money of course and none of them has credit card that time. I tried to call them and explain that I’m her sister and on the way to Frankfurt airport. I could pay the excess or I will take the luggage with me. But they said, this is not possible and they suggested either to re-book the flight for the next day or to throw the luggage.

Just for your information that there is medical report from the doctors and hospital of my mother’s illness during her stay in Germany. Why they didn’t take those important materials with them? Please note that they were yelling at my sister because that was the time already for boarding. Under such pressure, no body will be able to think that fast of what things important are!

So, my sister left the luggage behind and they went through the gate.

The next thing, they found that they have been crossed out from the list of passengers without asking permission in advance but then my sister told them that their visa is valid only until that day. Hence, they put them back on the list to Dubai but were crossed out already for the flight to Jakarta. So, they kicked them out from both flight and put them back without solving all flight connections.

Due to bad weather, the passengers had to stay inside from 21:15 until 4 o’clock in the morning. One passenger was complaining and asked them to be responsible for that and give them room in hotel. Finally they were given the room but not for the 5 people including my mom and my sis because their visa is not valid anymore so then they were not allowed to leave the transit area. Again they gave bad service because they were not responsible of those 5 people, neither room to sleep, nor foods for breakfast and lunch because they finally could fly only the next day at 14.15 local time.

When I arrived in Frankfurt airport that evening to meet my mom and sister or to take back the luggage, it was 22pm and I didn’t know if the airplane still not take off yet. I went to Emirates counter and asking about this but the rude guy telling me that the luggage has been thrown out and not possible to take it back (it was only 30 minute ago), and I hate the way he underestimated me by saying “this girl does not understand what I’m saying”. By the way, I've never seen any regulation to throw luggage, none of the website (Frankfurt airport and Emirates), so what is this? There were several important things related to someone's life! I switched then to the second question asking why they were crossed out without asking permission, then he refused to answer and just left us instead of answering.

I tried to find the way to complaint in their website but found NOTHING!

Emirates has been my favorite flight ever, but now, I will NEVER EVER FLY WITH EMIRATES again in my life. NEVER!!!

I boarded an emirates flight from johannesburg on 23rd nov 14.10 hrs fl no. ek0762 to dubai then to mumbai on 24th nov 04.00hrs flt no. ek0504. My baggage was checked in at johannesburg through to mumbai.

When i received my luggage at mumbai i found the lock broken and my nikon camera rs 350000, kodak camera rs 10000 and a reebok sun glasses 5000rs stolen with their cases left back.

I have complained to the emirates office in mumbai airport. I want a complete investigation done and i want full compensation for my lost goods.

how can goods be stolen after checkin . That means it is the work of the emirates staff only. i want to warn all travellers not to travel by emirates..

I have been a long time Emirates customer, and am writing with regards to a very disturbing situation that I am currently dealing with.

In April of this year, I booked tickets for my wife, myself and our 1 year old (bassinet seat) on a flight from JFK - COK via DXB. The reservation code is HYU27W. I specifically asked for and was assigned the following seats PLUS A BASSINET SEAT:

EK 202 - 23F, 23G and bassinet
EK 532 - 27F, 27G and bassinet
EK 533 - 27F, 27G and bassinet
EK 201 - 23F, 23G and bassinet

I am now being told that after a plane change, there are no longer any bassinet seats available and our seats have been completely reassigned to someone else. There is absolutely no way I am traveling on this flight without a bassinet seat, especially since I booked this in April and I have already paid for it! I called the 24-hour customer service line three times describing the situation. Each time I was told that someone would call me back the next day with a resolution but each time no one has called me back. I am told that Emirates has simply run out of bassinet space.

This is absolutely unacceptable. I have travelled on Emirates many times in the past. My grandparents are also on this flight and have travelled on Emirates many times in the past. I am a Star Alliance Gold member and travel between the US and Asia over 15 times a year. I am appalled at the customer service I have received. The Emirates I know has a fantastic reputation for quality which is why I am shocked at this kind of treatment.

To make matters worse, I am told that bassinet seats are available on the flight, but only on Business Class - so why not just put us on the business class seats?!?!?! If I am unable to obtain a bassinet seat on this flight I will have to book myself, my wife, my daughter and our two grandparents at business class ticket prices with another airline on Dec 17th anyway.

I travel on Emirates and the seat back was broken and a piece of the seat structure was pushing in my lower back. There were NO emty seaty on this flight and when we complained they replied that the flight on the date xxxx had 79 emty seat, we travel on a different date not the date they quoted on their reply and there were NO emty seats to move to. The offered us extra airpoints to the value of $10 which we turned down as it was an insult. We asked them to confirm howmany emty seats there were on the day we travelled and they refused to answer any of our further emails.
They leave their customers very dissatisfied and I may take them to court just to make a point!

I travelled with my 2 kids from San Francisco to Dubai on November 5th.
1.My little one is 26 months and requires a separate seat but the air hostess, Ms. JOLEMA keeps ignoring her whenever food or drink is served or kids get some goodies like little bags. As soon as my older one gets something my little one would cry for one and when requested for another one, the hostess would give it with some reluctance.
2.In the night, she servedwater and juice to everyone. After about 15-20 minutes she was done serving and returned back to her station. Then I got a burp and requested her for some water. I was shocked at what she said. She was rude and said, 'YOU SAW ME SERVE WATER JUST NOW, WHY DIDN'T YOU TAKE IT THEN. ' then with a big frown on her face she brought a cup of water and handed it to me (almost dumped it in my hand).
3.My little one was sleeping and missed her meal time so I saved her food. She had her meal very late in the night and when she was done eating I picked up the plate and all the cups etc in one hand and my baby in the other and walked to the nearest station just 3 rows away to drop it off. I didn't want it sitting in the seat since it was in my daughter's way and she was meddling with it and making a mess. Ms.Jolema was in the station and rudely told me that I need to take it all the way to the back station and closed the curtain on my face.
I DON'T THINK SUCH PEOPLE NEED TO WORK IF THEY DONOT HAVE THE PATIENCE OR INTEREST TO SERVE. SUCH PEOPLE RUIN THE REPUTATION OF EMIRATES.
I understand that they work long hours and are stressed out. But I disagree with the behaviour towrds customers. I was traveling with 2 little ones and was equally stressed out.