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Review: Emirates


Worst journey ever!

  • By SilverTraveller steelmagnolia_1

    2 reviews

  • December 2014
  • Heathrow
  • Melbourne
  • On your own
  • Economy

325 people found this review helpful

Shortly before I was due to fly to Melbourne with Emirates last December, I suffered a severe attack of sciatica, which necessitated my being wheelchaired on to the plane. We had paid an extra A$180 for me to have a bulkhead seat, so that I could get up and move around whenever necessary, but I noticed that the boarding pass was for a seat different from that booked. I pointed it out to the ground staff, who assured me it “was a better seat”. It wasn’t. It was an ordinary aisle seat. What made things worse was the passenger in front of me on the last leg of the journey from Dubai to Melbourne. He reclined his seat virtually into my lap, making it impossible for me to leave my seat. I asked the Qantas stewardess (it was a Qantas/Emirates collaboration) to request him to adjust his seat, but her reply was: “The poor lamb’s been asleep since Dubai and I’m not going to wake him”!! I therefore had to hoist my sciatic leg over the arm of the seat and clamber out, by which time I was feeling very weak and wobbly. I made my way to the restroom, put down my bag next to the sink and, when I turned round, the automatic tap had come on and filled my bag, ruining two smartphones and all the other contents. I was also soaked through and ended up arriving in Melbourne looking “tres chic (not!)” in grey airline pyjamas. Because of the way I was treated on the plane, the sciatica became worse instead of improving and three visits to the physio in Melbourne confirmed that my condition had been exacerbated by it. I was unable to walk during my entire holiday and, on returning to London, had numerous x-rays, MRI, scans, physio and acupuncture to try and relieve the pain. I notified Emirates and was told that they had dealt with the matter internally and was sure I would not expect to be told what action had been taken. Well, yes, actually I very much wanted to know and wrote back to tell them and also to request compensation. They said that, as a “gesture”, they would refund the A$180, but I pointed out this was NOT a gesture but the refund of a service they contracted for, but did not deliver, therefore a breach of contract. I asked for the entire correspondence to be sent to their CEO and, when I heard nothing, emailed it directly to him myself. Needless to say, I have heard nothing from them. This was my third trip to Australia with Emirates and, if their CEO had responded positively, I would have considered another. However, due to their cavalier attitude, I will never travel with them again and, if you have any disability whatsoever, I would advise you to find a more sympathetic airline.

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This review is solely based on the opinion of a Silver Travel Advisor member and not of Silver Travel Advisor Ltd.

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Other Members' Thoughts - 4 Comment(s)

  • steelmagnolia_1
    over 6 years ago scary for your daughter....both my experience and hers could have been so different if the crew had acted with more care. At least they upgraded your daughter....something which I wasn't offered ! I must say, the male crew were very helpful and helped me to mop up and provided me with the pyjamas, but the stewardess just didn't care. My initial reply from Emirates was that they couldn't force a passenger to adjust his seat, completely missing the point that the stewardess wouldn't even make the request to him ! I'm sure that most passengers, when asked politely by crew members, would have no hesitation in making such an adjustment. Thankfully, their are many other airlines so I will not need to use them again.
  • discerning-traveller
    over 6 years ago
    What a bad experience. What a shame. My daughter also had a very dangerous experience when flying with Emirates. She had advised the airline in advance that she has a life threatening allergy to nuts. She also mentioned it at check in and on boarding.
    She was flying to Australia.
    To accompany the welcome drink they gave every passenger a bag of nuts! Can you imagine her terror?
    Well, she rightly made a fuss and the airline upgraded her to business class but she was too terrified to eat anything on the journey as they had ignored her request and was worried about what the other passengers were eating.
    She would not fly with them again!
  • steelmagnolia_1
    over 6 years ago
    Thank you, Marpau....I think it's unlikely that they will reply now....they've had 8 months in which to do so!
  • Marpau
    over 6 years ago
    What a shame your journey spoilt your holiday. Hope they reply to you soon