As the aviation sector rebounds post-pandemic, Emirates Airlines continues to dominate in Customer Experience (CX), topping the UAE's CX champions list for the third consecutive year. The airline excels in all six key pillars of customer experience, earning high praise for its exceptional service, professional staff, and customer-centric approach.
Customers had positive feedback about the airline's extensive movie selection and quality food. Special touches, like a curated film collection celebrating Warner Bros. Studios' 100th anniversary, live-streamed football matches, and vintage champagnes, elevate the experience. The airline also observes global festivals like Chinese New Year and Christmas, showcasing its commitment to diverse and entertaining in-flight offerings.
Staff professionalism is another strong suit. Both in-flight and customer service center staff have been lauded for their friendliness and willingness to go the extra mile by focusing on micro-moments that make the difference—like comforting a crying child with toys and chocolates or offering family pictures during the flight. Emirates also focuses on streamlining the customer journey with initiatives such as multilingual mobile check-in ports at Dubai International Airport and biometric partnerships for smooth transitions, and the launch of meal pre-ordering service for in-flight meals between 14 days to 24 hours in advance.
Emirates is lauded for providing comfortable, safe, and reliable flights. As an illustration, its new Premium Economy Class has been a hit, with services to major destinations like London, Paris, and Sydney selling out.
From a personalization standpoint, Emirates offers various promotions and spontaneous upgrades to business class. Its loyalty program, Skywards, recently celebrated its 30 millionth member and continues to expand reward partnerships.
The airline is also praised for its extensive flight network and punctuality, focusing on global expansion and seat capacity in countries like Australia, India, and the Philippines. The airline also boasts an impressive on-time arrival rate of 81.1%.
It is worth noting that a few customers highlighted that while the service is excellent, the ticket prices are on the higher side, making it expensive compared to other airlines.
The airline has committed over AED 6.7 billion to its "Fly Better" promise, aiming to provide a luxurious and stress-free experience at all customer touchpoints.
In summary, Emirates Airlines is a customer-focused brand that excels in service quality, staff professionalism, and global reach, solidifying its position as a preferred choice for travelers worldwide.
Customer quotes
Emirates provide quality and exceptional service to their customers. They have good customer service and will answer your inquiry as soon as possible. However, their price ticket is a little expensive. But overall is excellent.
It’s my favorite airline. I always book with them. The only issue I have is that it is expensive compared to other airlines. Overall it’s the best airline in the world to me.
Emirates Airlines is so amazing that I had one of the best flights I have ever had all my life. Very comfortable and suitable, and also very classy. It was a great experience.
