Emirates Airlines is the largest airline in the Middle East, based in Dubai, United Arab Emirates. However, the document describes several complaints about Emirates, including lost baggage, extra baggage charges without proof, rude flight attendants, lack of communication about flight changes, and delays without proper accommodation for passengers. It suggests Emirates could improve customer service by keeping passengers better informed of updates, ensuring baggage is properly handled, training attendants to be more professional, and having contingency plans for delays.

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2. • Headquartered at Dubai, United Arab Emirates.
• Biggest airline in Middle East.
• Operates almost 3,4000 flight every week to over 150
cities in 74 countries across six continents.
• Has won many awards. Ranked 8th by Air transport for
Airline of the year in 2012
• Voted as Airline of the Year in 2013, also rated a four star
airline consultancy group Skytrax.

3. • GOAL
• To reach on top by excelling at we do.
• MISSION
• We exist to deliver the world best in-flight experience
• VISSION STATEMENT
• To make civil aviation safe, leading and sustainable

4. • Extra charged had been imposed to the customer even
though the Fly Emirate staff can’t proved the customer
didn’t brought extra baggage.
• The attendant keep pushing the customer so the
customer should pay the extra baggage charges.

5. • Emirates Airlines lost one of passenger’s bag from the
stopover.
• When the passenger reached the destination after six
hour stopover, the Fly Emirates staff advised that they
would sent the customer baggage to his house.
• The staff also confident that the customer baggage will
be reached at customer house in next day, but still not
receive any information yet.

6. • The nature is circling luggage/baggage.
• The passenger should notice that every airline have
different regulation for each aspect.
• Comfortably, baggage that have weight less than 2.5kg
can bring together with customer into plane.
• Flight attendants should attend some courses or training.

7. • This complaint had been made by customer that
depressed by flight attendants behavior.
• Flight attendant show unprofessional in managing their
passengers.
• Their tone rude, ignored passenger attention, doesn’t
want to comfort passenger and bad mannerism.
• Staff of Fly Emirates also doesn’t want to cooperate that
have flight delay.
• The complaints that sent by customer also didn’t had
reply yet from the airline company.

8. • Upper management should involve with lower
management to assist them.
• Contingency plan, in case of emergency, should be
establish to avoid something that unplanned.
• Should prepare enough hotels for those passenger that
wait for delayed flight at least for 3 hours or more.

9. • Customer didn’t receive any change in schedule or
change in terminal from the airline company.
• This situation giving problems to customer when they
reached airport.
• Customer have to react fast when they reached to
terminal to ensure the flight did not miss.

10. • The airlines company should ensure that customer
receive latest change of schedule or change of terminal.
• Counter-shifting of terminal gate to avoid any
miscommunication among the attendants and also the
passenger.
• Attendants should provide the passenger some kind of
assistant to provide passenger in order to make ease
their business.