My was recently on the EK241 flight from Dubai to Toronto. Prior to flying she had been through an operation and hospitalized for several weeks. The doctors had told her to keep well hydrated and not to stay on an empty stomach for too long. During this 14 hour flight they only served meals twice which in itself is ridiculous. Upon asking the flight attendants if there were any snacks available they told her that they could only give her salted crackers. Drinks were not readily available and the quality of the food provided for the 2 meals were terrible. Furthermore, she had a 9 hour stay over in Dubai Intl. Airport after her flight from Dhaka, Bd. When she flew from Toronto to Dhaka with Emirates, she had access to the Marhaba Lounge during her wait at the airport. However, on the return trip, despite being issued a voucher for the lounge, she was told, very rudely by the staff there that the lounge was not available for passengers traveling to Canada, but was available for passengers traveling to the US. They claimed that the policy had been in place for over a year. When we asked out travel agency who arranged everything for her, they said they were not aware of this policy.
My family and I have been flying with Emirates for the past 15 years. Situations similar to this have come up several times in the recent past. None of our complaints seem to reach Emirates Customer Service. Overall, the service of this airlines has been declining steadily over the last few years.