Emirates review by Andrew 2015-01-09

I was a gold card holder with Emirates for 5 consecutive years but now I won’t use them at all. In the air they are probably the best airline to fly with, but on the ground their customer services is the worst I have ever experienced. I resent being lied to by staff and then ignored by customer services when I submitted a complaint. The final straw was when I travelled business class with a long layover, booked on line and told to get my hotel voucher in Dubai. Arrived at midnight with 9 hours before my connection and was told that I was not eligible for a hotel. I was given several highly unlikely reasons why I was not eligible for the hotel which the Emirates website had told me I was eligible for, including that I should flown at a different time of day to avoid the need for a hotel. I sat in the lounge for 9 hours and when I complained to customer services they denied that I was given any of the excuses that I was given at the time (I had taken the names of the people I had spoken to) and invented some more equally unlikely “reasons.” Emirates customer services never admits any mistake by Emirates. If you travel on Emirates it will be a pleasant experience if all goes according to plan but don’t expect any receptiveness to your situation, an apology much less anything to rectify the issue.