Emirates Airline - Mascot, New South Wales

Alessandro

This is one of my favourite 3 airlines, and probably the best for me. Makes your trip to Europe easy and relaxed. The long flight of 22 hours door to door is always a headache, but when you choose Emirates you know you can relax as it will minimise the feeling of having to be so long in transit. Seats are comfortable, service super on board, everyone is polite. At Dubai lounge all is easy, shower, food selection, etc movies on board and music will distract you and by the time you know it… you are at destination. Great service thank you Emirates Airlines

Reza B.

I'm in the hospital and they're changing my return ticket by just a few days because I'm having surgery. I called and they said you have to pay $1,500. This really doesn't make sense

Viktoriia B.

I flew from New Zealand to Sydney on EK413 flight with Emirates and customer service from Steph and Sebastian was exceptional! They showed that they really care, took my request into consideration and went for an extra mile to make my journey safe and pleasant! Can’t find words to express my gratitude to these two professionals who really proved once again that Emirates are the best in their field! Well done👏🏻

JuzChris L.

Overall, good open atmosphere and comfortable seating lounge area. Wifi password given out at the reception counter when you enter.
Some newspapers & magazines are available for browsing as well. Lounge is above Gate C1. Nice view of parked planes. Shower facilities available as well.
Good variety of food. Hope it can consider live food station with cooks for local specialties to bring it to the next level.

Al C.

The inflight experience is pretty decent, however the customer service on the phone and online is awful. I paid for an extra legroom seat on a 15 hour flight. They changed the plane to one with a different configuration where my assigned seat wasn't extra legroom. They didn't inform me, so I found out as I boarded the plane. Then to get a refund Emirates require you to fill out a form and prove that you should get your $260 refunded. The first request was declined because they said I got the ticket number wrong, despite providing me the correct ticket number in the email response. Begs the question, why not just process the request with the ticket number you had on file rather than making me do the request again.

F M.

We decided to fly Emirates, because of its 'fantastic' reputation! 😳 We normally fly Qatar & are very impressed, but wanted to try Emirates!

My flight to Paris was uninspiring but tolerable! I was not impressed with the service of a couple of moody flight attendants, but maybe reconciled maybe they were having a bad day!

On my return to Australia, my partner, who had flown over earlier, and I decided to return from Gatwick. This is when the APPAULING service started!

There was not one area where my partner and I, along with a LOT of the other passengers, felt the service was adequate! We found the whole process well below par.

Our flight was delayed by more than 24hours. The Law in England and the standard other passengers mentioned when they had experienced a similar delay with a different airline, where NOT meet! Legally we were supposed to get free accommodation and meals, but that's not where the bad service started!

We were stuck in the plane at Gatwick from 10:00am to 14:40, while the staff were wonderful & did the best they could - we were only given water and small packets of biscuits 😳.

Once disembarked:
Emirates only had one ticketing booths staffed at the gate! We were some of the last off the plane & had to que for several hours! Then with about 100 people still queuing, they ran out of accommodation and meal vouchers! On top of that they ran out of 'information sheets' for the remaining passengers. Luckily, I approached a Gatwick staff member who was helping with the left over passengers and he told me what was going on. 'We had to make our own arrangements, and Emirates would refund us we just needed to keep all our receipts.'
The next day when we did FINALLY get the 'information sheet' it was NOT accurate, clear or easy to follow.

Communication for new flight:
The next day we recieved contradicted 'New Flight Information', as two flight times were given. The official time 16:00 and the new time 18:00. The information was minimal & confusing, as in the second message it was not stated the first flight time had been changed to a later time and 16:00 was still listed as the flight time on the website. This created a mass of confusion for already frustrate passengers, most of whom took the safe option and arrived at 13:00, which the flight management site told us to do.

Check-in for New flight:
Due to the contradiction in passengers' 'New Flight details', there was a large number of us arriving while another flight was boarding. Most of the passengers were YET again queuing for a ridiculous amount of time.

Departure Lounge:
The new flight was displayed incorrectly on the Departures Boards. On top of that Emirates staff told passenger contradicting information to the Departure Board & the actual correct information. Luckily two Gatwick staff realised that there were a LOT of distressed & confused passengers at the end of their tether & fix this!

Arriving in Dubi:
A fellow passenger was not offered the same options, as fellow passengers we spoke to, even though they were in the same situation. We were given food vouchers, but there was a minimal amount of food we were allowed to purchase and the difficulty finding the vendors added to what was well below expected!

Trying to apply for our reimbursement:
This was the nail in the coffin! It was extremely difficult finding accurate information about reimbursement on Emirates 'Information Sheet', website or even service staff. The 'Information sheet', didn't match the website. The website also had minimal & unclear information. After hours wasted we called the Emirates Customer Service 😳, wow appaulling doesn't express it accurately. We got sent to the wrong section of the website. After many subsequent emails, finally we received our flight delay reimbursement, but even though we sent all our hotel & meal details & receipts in every email; which is Emirates legal responsibility to cover, as they did for a number of passengersn; NOTHING! BE WARNED the 'Emirates' reputation seems very inflated! PLEASE question flying with them

Jack N.

The customer service demonstrated by Frossa and Labrina whilst checking into our flight from Sydney to Dubai on EK417 was absolutely exceptional!
The friendliness and warmth shown by both ladies made the check-in process fantastic and I would like you to recognize them both for their efforts.
They are an asset to your business and will ensure that I book with Emirates again.
They ensured all our needs were met and made everything from checking passports to luggage weights totally seamless and all with a smile.
The service felt so personalized and I have never felt so welcomed in all the years I have been traveling and flying.
Please make sure you recognize both Frossa and Labrina for their efforts.
I hope to see them again in my travels.

Jawad K.

This is the best airline that i have been on the food is wonderful the staff are wonderful and everything about it is wonderful this airline i recommend to any sane person on this world wow