Complaints

This profile includes complaints for Emirates's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Emirates

  55 East 59th Street, 5th Floor New York, NY 10022-1722

• 

  Emirates

  1 Saarinen Cir Ste A-L1-325 Sterling, VA 20166-7547

• 

  Emirates Airlines

  5600 N River Rd # 610 Des Plaines, IL 60018-5114

• 

  Emirates

  101 - 90 Sheppard Ave E North York, ON M2N 3A1

• 

  Emirates Airlines

  5718 Westheimer Rd Ste 1720 Houston, TX 77057-5751

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked air tickets for myself (Bachchu LAL) and my wife ******* ****. Paid $2054 on 11/1/24 from ***************** (***) airport to *****. SumitrasTicket # *** ********** and ******** Ticket # *** **********. April 5, 2025, 4PM, ******* had one loose motion and at airport after dinner, she had one more loose motion at 7.30 PM. After boarding on the plane, we asked crew if you have emodium tablet because by mistake we put these pills in check in bags. Crew asked symptoms, we told little pain in the stomach and acididty causing burning sensation. Crew talked with Doctor and forced us to get out from the plane. Then we were sitting guarded by one emirates worker before immigration for two and half hours without any food and water. My wife is a liver transplant patient and on immunosupressive medications. When we came out of immigration then any treatment was not available at airport. We reached back to guest house aroud 2 AM 4/6/25. My wife had no loose motion untill we came back *** because she took one more emodium tablet. I called Gastrointologist in the morning. Doctor told if loose motions stopped then you are fine but take Emodium and Ciproflaxin antibiotic. For re-booking flight emirates asked me to pay about $5000. We booked flight from Etihad airline for both of us and paid $1650. Then we came back USA on 4/7/25. Emirtaes Complaint refrence # ************************ dated17 April 2025 and regret that they did not take me on the flight but did not say anything about my refund. Emirates replied on May 16, 2025, saying no refunds. Until today they did not give any refund, but customer service told me that your ticket was Economy saver then you will not get any refund. I am seeking a refund of $1900 because I spend about $1900 to reach back home. I am also asking for compensation for $ ****** for pain and mental emotional torture, to my wife and I had during the rest of the journey back to ***

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Emirates regarding complaint ID ********.
  
  Sincerely,
  
  ******* ***
  

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi Emirates,I am so disappointed by your customer service and policy. I had contacted your live chat to cancel my booking. They did cancel but didnt explain clearly that i need to fill out refund form to get the refund. I thought that refund for is for refund of cancellation fee. Normally, a good business would refund immediately after cancellation and no more refund form. Also regarding cancellation fee, Emirates only grant refund for death, does that means Emirates wish us the worst scenario of death in order to be refunded? How about unexpected illness? I am in hospital for treatment, very sad and depressed for being confined in the hospital and not being able to travel. Emirates add up mu unfortunate by not refunding cancellation fee. I have medical certificate if needed. Thank you

  Customer Answer

  Date: 06/14/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Emirates regarding complaint ID ********.
  
  i have not been refunded the cancellation fee of $200 x 2.

   

  
  Sincerely,
  
  ********* *********

  
  

• Initial Complaint

  Date:05/06/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Emirates Airlines for what I believe are highly unethical and unfair business practices I had booked a round-trip flight ticket with Emirates for my wife, traveling from ****** (*****) to ******* (***). Due to her recent knee surgery, I paid extra for an extra legroom seat to ensure her comfort during the long-haul flight. Additionally, I requested wheelchair assistance at every point of her travel due to her limited mobility.However, upon requesting the wheelchair service, Emirates unilaterally changed the seating assignment and removed the extra legroom seat that I had paid for. Despite repeated requests and explaining the medical necessity, they refused to reinstate the seat or issue a refund. This resulted in my wife, who has undergone surgery, being forced to sit in cramped conditions for nearly 20 hours, which was not only physically painful but could have jeopardized her health.Following this, I initiated a charge dispute with my credit card company to recover the cost of the seat upgrade that was not honored. On her return journey from ******* to *****, Emirates went a step further and refused to allow her to board the flight unless she paid again for the seat the same one that is currently under dispute. Shockingly, they refused to accept a credit card and coerced her into purchasing a gift card to make the ********** make matters worse, my wife has limited English proficiency, and it is clear that Emirates staff took advantage of this by pressuring her into paying again for a service that had already been contested. In effect, Emirates charged us twice for the same service, knowing full well that a dispute was ongoing. It is unacceptable for a reputable international airline to operate in this manner removing paid services without consent, exploiting language barriers, and forcing double payment under duress.

  Customer Answer

  Date: 06/01/2025

  At this time, I have been contacted directly by Emirates regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   Emirates, responded thanking for the complaint, and I ws notified they will get back with me but nothing after that

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***** *********

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew with Emirates to ****** in December. I received my checked-in luggage damaged. The wheel was completely broken. I didn't know I should claim it on the airport. I did it later through the website. I called many times to follow up, but I was told that it needs to wait to receive the decision by email. I was contacted 2 times to provide a quote for repaor and pictures. Although I already provided the pictures of the damaged luggage originally when I submitted the cliam, I again uploaded pictures. The last communication from Emirates was on 29 January, 2025 and I did not hear back. They did not reject the cliam nor refunded the damaged claim. They just ignored me. Here is the ref number for my claim: *********************** * would appreciate your *********,******* *********

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in regards to booking reference *******  I traveled on Emirates business class from ******* ***** to ******* ******** on flight EK543 and EK235. While checking into the flight in *******, I was forced to check my carry-on sized luggage because it was too heavy. There were two other travelers who had the same problem and they were allowed to carry-on their luggage even though they were also over the weight limit. When I asked why, I was told that even though they were both over the weight limit, I was over more. If Emirates is going to enforce a rule, they have to enforce it consistently and not in a way that makes it seem like a passenger is being discriminated against. When I received my luggage in *******, the bag had been damaged - it had been scuffed and there was a large white scratch. The locking mechanism no longer works as well. I submitted a complaint to Emirates - ************************ - and had several follow-ups. It has not been over a week and no one has contacted me back. I want to be contacted by Emirates to discuss what can be done about this ***********************************************

  Customer Answer

  Date: 05/25/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Emirates regarding complaint ID ********.
  
  Sincerely,
  
  ******* *********
  

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to assertively address my concerns regarding a disappointing travel experience with Emirates and its partner, *********, from March 19 to March 25. My reservation confirmation numbers are ****** and ******, and the Emirates reference number is ***********. This experience was far below the standards I expect from a reputable airline. Firstly, I was frustrated to find there was no premium check-in area available, despite paying for this service. Additionally, I was denied access to the designated lounge and had to spend $75 to use an alternative lounge facility. During my lengthy layover of over 12 hours, Emirates stated I would receive hotel accommodation, which did not occur, forcing me to incur an unnecessary expense of over $200 for lodging. Furthermore, I faced unwarranted charges with Fly Dubai, including a $125 fee for excess baggage. Such charges are unjustifiable and reflect poorly on Emirates' commitment to customer service. Onboard, the service was unacceptably slow, and the flight attendants were not attentive. It is unacceptable that I had to repeatedly request food and beverages throughout a demanding 14-hour flight. Moreover, I experienced significant delays during the check-in process due to Emirates' lack of accurate information regarding my reservation. This error led to a 40-minute delay in both check-in and boarding, as the system failed to recognize my details and passporta situation that should never occur. Given the multitude of issues experienced, I expect prompt and appropriate action to address these concerns. Thank you for your immediate attention to this matter.

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Emirates account is locked for no reason. I have emailed and called them for several times. No response at all. I have over 400k points transferred from my credit card to it. Now they lock it up and don't give me any message at all. I need them to unblock my account now!My email is ********************* and my membership number is *** *** ****

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Emirates regarding complaint ID ********.
  
  Sincerely,
  
  ******* ****
  

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I travelled on Emirates from ********* to ***** on 22nd April 2024. My luggage was delayed and only returned to me 2 weeks later. It was also damaged. Despite multiple complaints and follow-ups, the airline has not provided any compensation.Ref - CASA reference number - ***********************

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Emirates regarding complaint ID ********.
  
  Sincerely,
  
  ****** *****
  

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a flight in advance to ensure that we get a bassinet seat when travelling with an infant and a toddler. We chose Emirates because they "confirmed" bassinet seats as they were on a first come first serve basis. Our flight is tomorrow (Feb 14) and we find out during check-in that they've changed aircrafts and have us in a middle row. Given that when we booked most bassinet seats were available, it only would make sense to have reassigned us to a bassinet seat. This is a *****hr flight and is impossible. The airline said they'd try to get us a seat but all seats are booked. I understand that they have to make changes on a new aircraft but they need to inform us as we wouldn't have gone on this flight. They are not even willing to put us on a subsequent flight. Travelling with young children is difficult specially on a long haul flight. It's not OK that airlines do this and have the right to split families or modify a "confirmed" seating.

  Customer Answer

  Date: 02/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *********
  
  
  
   
  
  

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a one way business class ticket with Emirates from ***** to *******. I departed ***** on November 13th, 2024 and arrived in ******* on November 15th, 2024. When I arrived in *******, my brand new bag was damaged. had multiple tears on it and rips. You cannot communicate with Emirates at the airport. They just tell you to fill out an online form. That only do they take weeks to get back to you, but they make excuses. First excuse was, I waited too long to make a complaint but then I showed them proof that I made an online complaint on day one. Second excuse was it's normal wear and tear and the looks old. I then sent them proof that the bag was only purchased two weeks before my trip. Now they won't even communicate with me at all. I keep making online forms, but they will not respond. When you call emirates customer service, they tell you they have no communication with online customer care, nor can they handle any complaints or issues with baggage. I feel like I've been cheated and robbed and disrespected. I have never in my life dealt with such an unprofessional company who lacks major communication with their customers, and offers nothing but excuses. Everytime it's a different excuse. I just want to be reimbursed for the bag that I trusted them with. Business class tickets come with priority baggage and they could not even handle my bag with care.