Appalling Special Assistance Service - Dehumanizing Experience

I am absolutely disgusted by the appalling treatment my elderly grandmother and I received from Emirates and their so-called "Special Assistance" service at Dubai Airport on both 21 and 29 October 2024. My grandmother, who requires a wheelchair due to limited mobility, was forced to walk long distances to the aircraft, causing her severe physical pain and distress that lasted for days.

Despite pre-booking wheelchair assistance and repeatedly asking for help, we were ignored and dismissed by the staff. One employee, "Grupan," was particularly rude, unprofessional, and dismissive. He even argued with me, muttered complaints in Hindi, and made ***ist remarks to female passengers and colleagues. The lack of courtesy and care was shocking.

To make matters worse, Emirates expects passengers with mobility issues to walk hundreds of meters to the aircraft entrance—defeating the entire purpose of booking assistance. It’s as if they don’t care about the dignity and well-being of their passengers.

Their response to my complaint was equally insulting. Offering 10,000 Skywards Miles as “compensation” after such a traumatic experience is a slap in the face. There was no transparency about how they intend to fix these systemic issues, leaving me with no confidence that they have taken this seriously.

If I ever have to fly with Emirates again—which is highly unlikely—I will bring my own wheelchair because their service cannot be trusted. For an airline of Emirates' stature, this is unacceptable. Avoid them if you or your loved ones need any kind of assistance. Their actions were not just negligent—they were dehumanizing.

One star is too generous.