On the night of November 26th to 27th, my wife with children was supposed to fly from Dubai International Airport (DXB) to Mexico for the New Year holidays. Hotels and children's entertainment were booked and paid for through Booking, Airbnb, and other services. At the check-in counter, Emirates Airlines security personnel turned them away without providing any reasons, and they were not allowed to check in luggage or board the flight. Yesterday, before the plane departed, I spent 2 hours on the phone trying to explain to the airline staff that such actions are unacceptable and it is illegal to deny passengers boarding without explanation, especially considering my wife has been to several countries, including Mexico. There have never been any problems with other airlines. But that's just the first part of the story.Yesterday, after the plane left without my wife and children, I tried to communicate with the airline staff through their website chat. I inquired about a full refund. They replied that I needed to wait (probably until the plane lands in Mexico), wait until they receive a response from their security service, and then I can request a refund, but not a full one – as they put it, an "honest" refund. Seriously? An "honest" refund? My wife waited for 3 hours with our 3-year-old daughter in her arms just to get through registration and board the plane! I want to make it clear that I will post reviews everywhere possible, and I won't remove them until a full refund is issued with an apology. They ruined all our New Year holidays with their rules. Also, they exit the chat with a slick phrase like, "Oh, we see that you've stepped away, so we're ending the chat, but feel free to contact us with any questions 24/7." Guys, this is not an airline; it's some kind of money scam. Now I feel the only option is to pursue legal action.
