Emirates World — Local services in London

1. Last-Minute Flight Cancellation and Rescheduling:

My flight was suddenly cancelled and rescheduled to 13th June at 21:25 BKK time without any notification via email, app, or any other means. I only discovered this change when I tried to check in. When I contacted customer service, they offered a flight at midnight on 11th June, leaving me only seven hours to pack and reach the airport. This was extremely stressful and inconvenient.

2. Lost Luggage:

Upon arriving in London, I found that my luggage was lost. Despite having boarding passes for the entire journey, an agent incorrectly claimed that my ticket was only valid for part of the journey. This explanation was nonsensical and infuriating. I arrived in London without any of my belongings and had to purchase essential items like clothing and toiletries, which disrupted my travel plans and caused additional expenses.

3. Unhelpful Customer Service:

The customer service team displayed a lack of concern for the seriousness of these issues. One agent asked me to contact them in a few hours, and when I did, another agent suddenly refused to answer any questions, insisting that I should only contact the customer service team after 24 hours had passed. Despite these issues being entirely Emirates' fault, there was no offer of compensation. The overall experience was the worst I have ever had with an airline.

4. Failed Luggage Delivery:

On day 2 after arrived 13th June, we were told that the delivery agent would call us to make an appointment for delivery. However, they called at 15:37 and demanded that we be at the delivery location within 20 minutes. This was impossible as we were 40 minutes away. After informing them of this, they asked me to wait for 2 minutes for confirmation but then immediately canceled the delivery without attempting to deliver the luggage. I tried several times to contact the driver, but he did not pick up my calls. When I tried to connect with Emirates customer service, they kept saying that the luggage was with the delivery agent and it was not their responsibility to follow up. They only offered to send an email to Heathrow Airport, which clearly resulted in no response. There seemed to be no intention to follow up on the case. I even asked if it was possible to pick up the bag ourselves at the airport because the delivery service was unreliable and we could not wait the whole day for delivery. The Emirates team just said they could do nothing except send an email...

Terrible customer service after they make any errors with your booking, over charged me by £500+.. Emirates breach the data protection act 1998 with their kack-handed, error ridden, customer service...The person you might want to complain about gets to handle any complaints made about them, destroy correspondence and cover up their own errors...I had to repurchase a journey I'd already paid for and got told I could claim it back afterwards, but was then refused the refund. IF you give Emirates your personal data they use it to spam u with a tsnunami of direct marking, i got over 500 unwanted emails since i made my booking and it prevented me from finding my check-in reminders.... Emirates 30 day promise to reply to you filling the 'customer feedback form' on their website is also garbage. I waited so long for a response after I was told 30 days, that I ended up having to extend my visa and repurchase my ticket at full price.... I had a ticket valid until June. I contacted them in May and they refused to allow me to rebook my flight. Have fun walking 5km+ around Dubai Airport, with no assistance. I came off my first flight clutching my head in pain on the verge of panic. Rather than offer me any assistance the two staff laughed at my distress.... Oh and in Bangkok airport, their staff charge you cash bakshish as illegal surcharges before they will ammend your booking....I caught one of their staff supposidly adding up my total to pay for a rebooking, and they randomly pressed buttons on their calculator for 5mins, pretending to add up, the reality is they were trying to make it look like the illegal cash bakshish was part of the transaction, they then charged me £200 in cash, which went straight into their pocket... I'll never fly with the charlatan airline again and don't reccomend it to my worst enemy. Emirates mishandled my data and my booking, left me high and dry in Thailand's right wing military junta, with 1000km to get to the airport and no way to book my flights. I had to re-purchase my god darn ticket from no fault of my own. When I came to comlpain about it I got defamed and demonised by their staff. The staff are rather rude... The customer affairs team are...

Do not fly with this airline. In advance, I asked Emirates if I could take two small sealed batteries in my hand luggage. They said I could. I made sure they were properly wrapped, labeled, terminals protected and documented. The batteries were small, not lithium, and they were stamped by the manufacturer as IATA Approved and suitable for air travel. I followed all the rules 100%. At London Heathrow I once again asked the check-in agent if it was OK to take them in my hand luggage. I explained and she said no problem. But once I got to Dubai I had to connect to my second Emirates flight. It was at that point when an Emirates supervisor said I could not take them and they had to be discarded. I tried to explain but the supervisor would not listen. The other Emirates staff in Dubai said they were perfectly acceptable and that the supervisor was wrong to say no. But there was nothing they could do and nothing I could do. They had to be discarded. Upon return to the UK I filed a written complaint to Emirates. They just keep coming back with lies and excuses trying to pass the blame onto others and not themselves. They have treated my issue pretty poorly and refuse to reimburse me with the cost of the batteries. I was a business class passenger with two others and our seats cost just over £12k. But they couldn't care less. So I will now file a claim in the UK small claims court and drag them through the litigation system to get the cost of the new replacement batteries I have had to buy. Maybe some compensation too due to the loss of use of scuba equipment that they were meant to be powering on the 10 night trip to the Maldives. I do not recommend this airline to anyone and I would never, never...