Emirates review by adil patel

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.