⭐ 1 Star
⭐ 1 Star
I have been a loyal Emirates customer for many years and always considered Emirates my favorite airline. Sadly, this experience has completely changed my opinion.
During our flight, an Emirates flight attendant accidentally spilled a drink over my partner's passport. She said sorry i will dry it and said it would not be a problem, After landing, we were informed by Emirates that the passport was no longer valid and that my partner would not be allowed to continue his journey to Bali.
This single incident completely ruined the start of our holiday. I arrived in Bali 24 hours late, while my partner was only able to arrive three days later. We spent days apart under enormous stress, uncertainty, and emotional distress.
After landing in Dubai, we had to spend almost 20 hours waiting at the airport, trying to find a solution. We were eventually told that my partner had to fly back to the Netherlands to obtain a new passport before he would be allowed to continue his journey. The flight back alone cost us €1,150.
What makes this situation even more difficult to understand is what happened afterwards. According to the Dutch authorities, obtaining a new passport was not necessary. My partner's original passport was accepted by Emirates and by the authorities in Dubai. After returning to the Netherlands, he was able to travel back to Dubai and then on to Bali using the same original passport. Throughout that entire journey, he was never required to show the emergency passport.
This raises serious questions about whether the passport was assessed correctly in Dubai and whether the return flight to the Netherlands, the three-day delay, and all the additional costs could have been avoided.
As a direct result of this incident, we have now suffered more than €2,000 in additional costs, including replacement flights, accommodation, transport, and other unexpected expenses. We also lost three prepaid nights at our hotel in Bali, including accommodation, breakfasts, and other services that we had already paid for but were unable to use.
A mistake can happen, but the way it is handled afterwards is what truly matters. We expected Emirates to take responsibility for an incident caused by one of its crew members and to support us in resolving the consequences. Instead, we were left to deal with everything ourselves.
This has caused us significant financial loss, the loss of three precious days of our holiday together, and an enormous amount of emotional stress. After many years of choosing Emirates, I never expected to be treated this way.
I sincerely hope Emirates accepts responsibility for what happened, thoroughly reviews how this situation was handled, and provides fair compensation for the financial losses and the damage this incident has caused our family.