I have been a loyal Emirates customer for over 15 years, often choosing them over competitors like Qatar Airways or Etihad. I have frequently paid extra for Business Class and additional services, trusting in Emirates' promise of quality, respect, and cultural awareness. But my recent experience has left me disheartened and questioning everything I once admired about this airline. On EK152 from Copenhagen to Dubai, a bottle of alcohol—likely dropped by a crew member on the upper deck—began leaking from the overhead compartment and spilled directly onto me. I was soaked. My trousers, which I valued deeply and had paid around 1100 AED for, were ruined. As a practicing Muslim, this incident was not just uncomfortable; it was spiritually distressing. Wearing those trousers again would be impossible for me—it felt like wearing something impure, a violation of my conscience and faith. I had no choice but to throw them away. What followed was even more disappointing. I contacted Emirates Customer Affairs and explained the entire situation in detail, respectfully and with patience. Initially, they offered 10,000 Skywards Miles as a goodwill gesture. When I expressed my dissatisfaction and explained the emotional and spiritual depth of the issue, they raised the offer to 15,000 miles. But when I requested reimbursement for the ruined trousers, I was told to send photos and the original receipt—items I simply no longer had, as I had already disposed of the trousers. Even after I sent my bank statement showing the transaction and provided a link to the same product online, they still refused to offer a refund or any meaningful compensation. The tone of their responses became increasingly procedural and dismissive, showing very little empathy. To add salt to the wound, this is not the first time something like this has happened with Emirates. In 2019, I was accidentally served alcohol instead of Sprite on a flight from Bali to Dubai. I forgave it back then, believing it was a rare mistake. But now I realise these issues are not being taken seriously. It pains me to say this, but Emirates has failed me—not just as a customer, but as a human being who expected basic respect and understanding. An airline that is proudly based in a Muslim country should have shown more cultural sensitivity and care. I hope others read this and consider how much weight Emirates truly gives to long-term loyalty and customer dignity. I expected more. I deserved better.

Disappointing Baggage Check-In Experience with Emirates I had a very unpleasant experience with Emirates during the baggage check-in process. The staff were surprisingly rude and unaccommodating. As a passenger already under the usual stress of international travel, I was shocked by how strictly and aggressively they handled my luggage situation. I had slightly over 1kg extra on each piece of my checked baggage. Instead of showing any understanding or offering solutions, they insisted I remove the extra weight. I had to shift the contents into my carry-on and backpack, which was stressful and embarrassing. Then, just before passport control, another staff member sent me back to the counter and forced me to purchase an additional piece of luggage for that same small amount of weight. The entire experience felt inconsiderate and unnecessarily harsh. It left me feeling anxious and unwelcome. I’ve always believed Emirates to be a premium airline, but this experience makes me think twice about flying with them again.

Would put all five stars but since sitting in economy not that much space

Emirates - Fly Better? Nah, Emirates - Fly BITTER, would be most appropriate - that’s how appalling the behaviour of some of their Dubai ground and flight staff is. For the context of this review, we were travelling to Chennai, India from Dubai, UAE on an Emirates. The flight crew didn’t care - they were downright rude in their responses to and interactions with most Indian passengers on our flight. Prior to boarding our flight, we had an extraordinary experience with their ground staff - it took us nearly 2 hours to just drop off our baggage due to long queues, lack of signage and direction and unhelpful, derogatory ground staff. I’ve narrated the full ordeal on TripAdvisor, product review and lodged a formal complaint with Emirates. In a nutshell, their ground staff at Dubai international airport are an epitome of arrogance, disrespect and poorest customer service. When we tried to escalate the issue on the spot, one of the staff at the check in counters asked us to “take it easy because things like this happen" and to not ruin our vacation. In my humble opinion, I am an employee and we serve customers too and we have good and bad days but we don’t treat our customers badly and give them disappointing experiences and not be sorry about it. Stop normalising bad customer service, giving unsolicited advice to your customers to defend yourselves; and learn to apply the concept of “continuous improvement” - it’s an actual thing. We have been travelling frequently with different airlines over the past decade and not once have we been treated so poorly. If it’s an Indian passport or an outbound flight to India that’s made you behave differently towards us, then SHAME ON YOU Emirates - it’s about time you get your act together and consider including the concept of “diversity and inclusion” as part of staff training or hire employees who care about serving customers from all backgrounds.

OMG second best airline in the world next to ANA/Qatar. SO AMAZING. Love how they recruit a passionate crew from around the world who cares about customers. I would fly them every week if I could! 10 star!

I enjoyed this airline. This airline has excellent service, and ok food. before I also flied business, and the service was also good.

Amazing service, comfortable seating and good food.

This is WORST FIRST CLASS TRAVEL EXPERIENCE. Airline charged for few inches more despite being half allowed weight. DXB First class lounge staff clueless on hotel availability. Baggage missed at Dubai despite 19 hour transit. No communication on lost baggage so far. Every step of the travel, I found harassment, terrible customer support, and absolutely NO HELP.

I've been flying Emirates for many years, being their gold member. But based on the latest flight, i am probably not going to fly them again. First, i wanted to use hundreds of thousands of miles to upgrade myself and my partner to business class, but was told it was not possible as the route was not open for such upgrades, so ended wasting years of miles collections on few hundreds dollars "discount" on economy ticket. Emirates used to be amazing with onboard services and refreshments, but every time i fly it is getting worse and worse (or less and less) with lots of items being out of stock (one hour into the flight). Check-in experience in dubai in the gold members counter was terrible, unfriendly, unhelpful. We spent good 30 minutes discussing umbrella that came on another emirates flight (still having emirates tag on it) and if the checkin person can accept it to the flight or not. Overall, emirates is declining year over year, what once used to be absolutely amazing experience is now almost comparable to low-cost. The only good thing is their entertainment system (if it works for the seat).

Very poor call center with untrained agents. Due to the wrong information provided by one of your call center agents, my travel plans were abruptly canceled. I am very disappointed and frustrated regarding the recent experience I had with your airline which has left me greatly inconvenienced and financially burdened.