Emirates ‘stands by its high quality’ as frequent flyer sues over ‘disgusting’ business class seat

Emirates A380 stuck on runway
By Linsey McNeill
18/05/2023
Home » Emirates ‘stands by its high quality’ as frequent flyer sues over ‘disgusting’ business class seat

A frequent flyer with Emirates claims he was mis-sold a business class ticket costing more than £1,700 because the seat was allegedly ‘disgusting’ and the plane was ‘grubby’.

Energy trader Brodie Chapman, who splits his time between the UK and Perth in Australia, said he was appalled by the standard of his flight last month.

The 20-year-old claims his seat was not as ‘advertised’, adding that it was stained, there were socks stuck down the side, it didn’t recline properly and one of the screens didn’t work.

His complaint comes just weeks after another business class passenger won a £7,000 refund from Emirates after it was found to have advertised perks that didn’t exist.

A tribunal in New Zealand found that the flight from Auckland didn’t match its advertising.

Mr Chapman, who claims to fly up to 20 times a year with Emirates, told Daily Mail Australia that his business class ticket from Oslo to Dubai on 28 March was a ‘misrepresentation of the brand’.

“They advertise this fancy product – the 777 or the A380 – and this plane I got on was absolutely disgusting,” he told the publication.

“It’s a plane they don’t advertise – it was around 23 years old. None of the services they advertise or offer were available.” 

While it is understood that Mr Chapman was flying on one of the older 777 aircraft, he said the airline only advertises the A380 or new 777 interior.

He is claiming compensation via the UK small claims court for after allegedly rejecting 20,000 Skywards Miles offered by Emirates’ customer service.

An Emirates spokesperson told Travel Gossip that the airline is currently spending millions of dollars retrofitting its A380 and 777 fleet.

They confirmed the airline had been in touch with Mr Chapman.

“Emirates stands by its high-quality products and services,” they said. “We are currently delivering a multi-billion dollar retrofit programme on our Airbus A380 and Boeing 777 aircraft, as part of our commitment to ensure that customers ‘Fly Better’ for years to come.

“Our Customer Affairs and Service Audit team takes all feedback seriously and has been diligently handling this case.

“The team has since been in touch with the customer, however as this case is now pending litigation, we will not be offering any additional comment.”

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