TT
Thokozile T
1 reviews | Active since Sept 2026
08 Sept 2026, 17:13
Very disappointing e...
Very disappointing experience with Emirates – valuable items missing from my luggage
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Thokozile T's updateReviewer Update
08 Sept 2026, 17:18Very disappointing experience with Emirates – valuable items missing from my luggage
I am extremely disappointed with Emirates and the way my complaint was handled.
On my flight EK763 from Dubai to Johannesburg on 28 July 2026, my carry-on bag was taken from me at the boarding gate and placed in the aircraft hold because I was told there was not enough cabin space. I was not given a proper opportunity to remove my valuable belongings before the bag was taken.
When I collected the bag at Johannesburg, I discovered that my Samsung Galaxy S25 Ultra and Samsung Galaxy S22 Ultra were missing.
I reported the matter to Emirates, but instead of taking responsibility or properly investigating what happened, I received a response essentially telling me that the loss was my responsibility because electronic devices should not have been in the bag.
What is particularly upsetting is that this is not the first time I have experienced belongings going missing while travelling with Emirates. I had items missing from my checked luggage last year as well.
I understand that airlines have conditions regarding valuable items in checked baggage. However, in this situation, Emirates itself took my carry-on at the boarding gate and transferred it to the hold. I did not voluntarily decide to check in those items. I believe passengers should be given a genuine opportunity to remove valuable belongings when their cabin baggage is taken from them.
What disappointed me most was the lack of accountability and the fact that my concerns about possible tampering were dismissed because Emirates said there was not enough evidence to establish where the items disappeared.
I have travelled with Emirates expecting a certain standard of care and security. After experiencing missing belongings more than once, I am seriously questioning whether I can trust Emirates with my luggage again.
This experience has left me feeling completely let down by Emirates. I expected a proper investigation and a more compassionate response, not simply a reference to their conditions of carriage and a refusal to accept responsibility.
TT
Thokozile T's update08 Sept 2026, 17:18
Reviewer Update
Very disappointing experience with Emirates – valuable items missing from my luggage
I am extremely disappointed with Emirates and the way my complaint was handled.
On my flight EK763 from Dubai to Johannesburg on 28 July 2026, my carry-on bag was taken from me at the boarding gate and placed in the aircraft hold because I was told there was not enough cabin space. I was not given a proper opportunity to remove my valuable belongings before the bag was taken.
When I collected the bag at Johannesburg, I discovered that my Samsung Galaxy S25 Ultra and Samsung Galaxy S22 Ultra were missing.
I reported the matter to Emirates, but instead of taking responsibility or properly investigating what happened, I received a response essentially telling me that the loss was my responsibility because electronic devices should not have been in the bag.
What is particularly upsetting is that this is not the first time I have experienced belongings going missing while travelling with Emirates. I had items missing from my checked luggage last year as well.
I understand that airlines have conditions regarding valuable items in checked baggage. However, in this situation, Emirates itself took my carry-on at the boarding gate and transferred it to the hold. I did not voluntarily decide to check in those items. I believe passengers should be given a genuine opportunity to remove valuable belongings when their cabin baggage is taken from them.
What disappointed me most was the lack of accountability and the fact that my concerns about possible tampering were dismissed because Emirates said there was not enough evidence to establish where the items disappeared.
I have travelled with Emirates expecting a certain standard of care and security. After experiencing missing belongings more than once, I am seriously questioning whether I can trust Emirates with my luggage again.
This experience has left me feeling completely let down by Emirates. I expected a proper investigation and a more compassionate response, not simply a reference to their conditions of carriage and a refusal to accept responsibility.