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

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

• 

  Emirates

  2651 N Harwood Street Suite 525 Dallas, TX 75201

• 

  Emirates

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

• 

  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:05/31/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 have made a reservation on Emirates.com in the month of March2023,for our upcoming internation travel planned in August 2023. A confirmed ticket was issued.Now in May 2023 Emirates cancelled our reservation stating that there are operational changes with their partner airlines.The airlines is unable to find another flight with in the next flight with +- 10 days at the same price.options that we were provided is that Option 1 : we have to pay a higher price as the operational changes are with the partner airlines and not emirates. But as a customer we have no control on **********************'s partner airlines or the increasing prices. From a customer standpoint , we booked a flight ticket with Emirates directly way ahead of time and got a reservation.Emirates should be working with their partner airlines to fix the issue. But they are simply ignoring the problem and pushing the customer to pay higher prices. Option 2 that is provided is to : Request a complete refund. The agents keep mentioning that we can request a full refund. It does not make any sense why the customer has to request for a refund for a flight that was booked in advance, then cancel it for a refund and then search for other flights at higher costs.Emirates is not taking any responsibility and simply forcefully leaving the customer in a helpless situtation. Option 3: Complaint to Emirates grievance team We spent nearly 3 hours every day for the past 5 days on this conversation with the emirates customer care and no resoultion yet till date.A call request for supervisor did not work either. Agents mentioned they can not guaranted how soon a supervisor can call due to high call volume.They were reluctant to spend time on looking for additional flights, stating that there are other callers on the line that they have to attend.We were left in a helpless situation by Emirates. Requesting a resoltuion on the matter and provide a reservation.

  Business Response

  Date: 06/20/2023

  Dear Team,

   

  Thank you for contacting Emirates.

   

  Data protection regulations restrict us from communicating with anyone other than the passenger.

   

  We invite the passenger to write to us directly via this link.

   

  Yours sincerely,

   

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

• Initial Complaint

  Date:05/19/2023

  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.

  we was due to fly from ******* ******* to ***** January 20th I had called on the 19th explained my brother passed away the day before they demanded no refunds despite the rate policy I was emailed with the tickets state differently family said take the trip anyway cause he was to be transferred to **** the cemetery had informed ** due to the weather they would not be opening the grave for at least a month so much to my not wanting to go I'm a single mother my 3 kids was looking forward to this trip I purchased the tickets 5 months prior I entered our passport info then then 5 days before travel we uploaded all the documents to travel 12 hours before departure we checked in got E-tickets never during this process nor in any of the emails do I get a notice about the passport mine and my aunts passport was valid for another 5 years however my childrens was valid for 5 more months it wasn't till we got to the counter to give our luggage that the attended said we have an issue this passports need to have 6 months till exp I said show me where it says this she told me to ****** it yes sure enough not on emirates site but ***** has it noted so no way to fix this in 3 hours the lady insured me we would get a full refund the only way for refunds you can communicate is by a portal to send a message you get a generic reply in 30 days I've contested with my credit card they keep recharging my card i've now finally got a certified copy of my brothers death certificate but at this point I've proved to my cc that the refund policy they gave me at the time of purchase allows for a credit or refund with a $200 charge our seats was $5500 per ticket they refund $100 no flight credit yet another person who was traveling in coach with ** same fare no ins got her proper refund booking ref ****** also the refund that was initiated on the 20th was not done by me but by the lady at the check in I was never disclosed anything that was gonna happen

  Customer Answer

  Date: 06/17/2023

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

• Initial Complaint

  Date:05/19/2023

  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.

  Business class flight was purchased from ****** to ******** in order to obtain **** tier miles to retain silver skywards status by 31st May 2023. ****** purchased on 25th Jan 2023 for a flight 7th May 2023 Upon returning the expected miles were not credited and it was less than expected.Emirates has responded that as some expiring miles were used as payment, they do not credit the full tier miles. ** no point was this clearly shown during the booking process. If it was, miles would not have been used as payment.The ticket issued does not mention this, nor do the t&cs provided Emirates are not willing to credit the miles in could faith or let me retrospectively change the payment method. They expect me to take another flight, which I do not have time to do.In addition, the flight was provided by Qantas and the international business class seats were fundamentally no better than interstate seats. They did not reflect the advertising on emirates nor Qantas websites. Most certainly not worth the $1400 paid

• Initial Complaint

  Date:05/01/2023

  Type:Product 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.

  Booking Number: ****** January 28 I booked flight for my elderly parents who has medical condition and paid extra for extra leg room. While speaking with the representative for the extra leg room, the representative did not mention anything for any type of restrictions if they take extra leg room. I called in few days before the flight for wheelchair as they have medical conditions and that representative told me that they were not able to give me wheelchair because my parents has extra leg room seats. I told the representative that I was not told of that when I booked the reservation and thats something that is required for my parents. I called in my provider to see if they were able to do anything instead of Emirates, they were able to provide wheel chair from NY to ***** but when they went to *****, they werent provided with wheelchair. Due to that, my parents were on bed rest for one week. Now that they are returning back to US, I called in Emirates again to make sure they provide with wheelchair for going from one terminal to next for connecting flight. I spoke with emirates multiple time that I was not informed of any restrictions when I called in for extra leg room and all calls are being recorded. I spoke with supervisor on April 27th and he said he will get me the refund, today April 30th he called me back but I couldnt answer so I called back emirates to speak with him, the representative that I spoke to was ****** and he said the case is closed and supervisor dont want to speak as case is closed and they wont entertain this When I asked for the name, they refused to give me any names. If I knew before that my parents are not able to get wheelchair, there wont be any reason for me to pay extra for extra legroom. Wheelchair is more important for us as they have leg issues. I requested emirates to return my funds or upgrade their seats just so they can get wheel chair. Their returning fought is on May 6th and I need resolution before that.

  Customer Answer

  Date: 05/01/2023

  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:04/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  3 different Airlines involved and NONE is taking any responsibility. Delta Airline Partially operated but never even bothered responding. Air France complaint # C-******* Emirates Complaint # ********** My flight was delayed, which I boarded from *** on December 23rd, (no reason was given to the passengers about why the flight is delayed. (There was no food/refreshments served for about 4 hours of being on the plane) the flight from *** to *** by Air France was missed.. I boared on an Emirates flight after 8 terrible hours spent at the *** airport. No hotel for such unfortunate event was arranged. The Air *********** at *** airport was absolutely disgusting while dealing with me about this issue of a change of flight. I was extremely exhausted and boarded the Emirates flight to ***. Bythe time I arrived at ***, it was 25th of December. After a 4 hours wait at the airport I was i formed my luggage is left in ****** and will arrive via the next flight coming to *****. I had NO CLOTHES, SHOES, UNDERGARMENTS, COSMETICS on me to go through even a day ESPECIALLY WHEN I WAS ACTUALLY ON A VACATION. I went to the airport 5 times. No one is able to trace my luggage. The Emirates crew at the DX Airport was extremely rude constantly telling me it is not our fault. Its the Air France or your initial airline you came with to *** from ***. They were telling me to stop asking these questions from Emirates. Emirates is doing me a favor trying to locate my baggage. I experienced the most terrible time of my life. All the expensive gifts and belongings were kept in my luggage. I finally received one luggage on Dec 27, 2022 at the end of the day around 11 PM in a terrible condition where my belongings were mishandled terribly. I then Waited at the airport for 3 hours to get an update on the second luggage, but constantly faced a terrible experience from Emirates crew as they were telling me they are not responsible. I have all the pictures of damaged items.

  Business Response

  Date: 04/18/2023

  Dear Team,

   

  Thank you for contacting Emirates.

   

  Data protection regulations restrict us from communicating with anyone other than the passenger.

   

  We invite the passenger to write to us directly via this link.

   

  Yours sincerely,

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair 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.

  4/6/2023 ***** I paid for extra legroom and I was woken up seven times by other passengers in my legroom area in queue for that bathroom. When I informed the staff they stated nothing could be done. I filed a complaint and emirates response was I was offered another seat and declined. This is not true, all the extra legroom seat were occupied by other passengers THAT did not pay for that space. Also I don't have to leave my seat to accommodate other passengers that didn't pay for the space. I would like my extra leg space for flight ****** refunded. It was completely unacceptable that I was woken up seven times and my seat was raised while I was sleeping to accommodate the passenger behind me. While I was sleeping. I'd like a refund of $79 plus any applicable fees.

  Customer Answer

  Date: 05/06/2023

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

  [Your Answer Here]

  They stated that it was offered another seat and this was incorrect. All the extra leg room seats were occupied and I was never offered another seat because no one addressed the issue to the end of the flight. I had two people sitting next to me and ************************* can contest that I was not offered another seat and the issue with people inproaching on my personal leg space.

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 sent this message to Emirates airlines:I purchased two round trip tickets for my husband and I on January 21, 2023. My ticket confirmation number is ****** (confirmed return ticket) My husband and I are Permanent Residents of *****************. We live in the ** and own businesses here in the **. We are traveling to *****, ***** which is our final destination and returning back to the US on May 12, 2023. My husband was able to apply for his tourist **** online via ************ website. I was not able to apply. We are only stopping for 4 days in ***** and heading to our final Destination (*****, *****). I called and spoke with one of their customer service representatives who asked me to try VFS Global. I did, but I was unable to apply there too. . We were told in January that we needed to purchase our ticket first, before we could apply for the **** via ************. Please advise. Thank you and I look forward to hearing from you soon.Called Emirates today and I was informed that I couldn't apply, and I was told That I would not get a full refund Name: *************************** Nationality : ******* Email: ******************** Phone Number: ************ My husband's name : ************************* Nationality : ***** Best Regards,*********************** ************ EK **** Query 2:53?AM (12 hours ago)to me **** ***** *************** ** ********* ************ *** *** ******** *** ******** **** *** * ******* ** ***** ***** ******** * ****** * ******* * *** ***** ** *** ******* ** *** *** ***** ******** **** ******* *** ******* ************ *** ****** * ******** ******* *** ******** ******** ******** ********* ****** ****** ****** ****** **** *** ********* ** ***** ************ ***** ********** **** *** ******** *********** ****** ****** ***** *** ****** ** ***** *** *********** **** ******** **** ** ***** ** **** ** ****** ** ******* ******* ****** ********* *** *** ******* *********** *** **** *** ******* **** ** ********

  Business Response

  Date: 04/05/2023

  Thank you for contacting Emirates.
  
   
  
  Data protection regulations restrict us from communicating with anyone other than the passenger.
  
   
  
  We invite the passenger to write to us directly via this link.
  
   
  
  Yours sincerely,

• Initial Complaint

  Date:03/22/2023

  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.

  We have been using your provider since 2007. ***************** as we have seen, is noticeably lacking. These passes cost ** at least $4,000. The trip back was terrible. As a result of my prior complaints, I am aware that Emirates no longer values its customers. We politely took the opportunity to upgrade our return flight from ******* to ******. We asked the ticket agent to verify our luggage ALL THE WAY TO ******. We were told that we had undergone a thorough inspection. We boarded the aircraft and thought everything would be alright. We were informed upon arrival in ***** that we had no ticket to ******. I had a suitcase full of meat that I couldn't be bought in ******, so I checked it in. We saw her catering to the person in front of us without increasing her voice or doing anything else. My attempts towards coming up with a solution for my trip have been fruitless. Along with the rude treatment, the meat alone cost more than $500 (frozen crawfish, homemade sausages made from deer or lamb, regular and smoked turkey necks, turkey wings, frozen etouffee, frozen gumbo, and frozen dressing components). Before I pointed out that the ticket clerk was racist, she was incredibly rude and unhelpful.After being delayed for two days, my luggage finally reached us; one piece was delivered to the house and the other piece came in poor condition, in which we had to go to the airport for pick-up. We completed a damage claim and nothing.All I wanted was some kind of payment or refund. In accordance with your protocol, your company's policy says. We were entitled to reimbursement. Since more than a year ago, no settlement has been made. My ** *** *** *** (**************************************) *************(*****************************). Sometimes we have no other choice but to take your flight, due to where we are located.

• Initial Complaint

  Date:03/20/2023

  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.

  We took Emirates flight from ******* to ****** via ***** on 23 Oct 2022. We were forced to check in the stroller of our infant child and upon arriving at ****** Airport we noticed that the stroller was broken. Since, we were travelling with an infant and couldn't find the airport staff to complaint we went to our destination and made a complaint with Emirates on 6 Nov 2022 about the broken stroller due to Emirates negligence. Emirates denied our claim only because we filed a claim after more than 7 days of the occurrence. We are seeking compensation from Emirates for the broken stroller.

• Initial Complaint

  Date:03/14/2023

  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.

  October 31, 2022, I purchased an airline ticket to travel on Emirates to travel to ***** from Washington International Airport, ***. The purchase for the airline ticket was in the amount of $1,440.08. I originally made the payment for the travel date of April 23, 2023.I called Expedia, travel agency, and spoke to customer service to have a date change for travel to March 5, 2023 from Washington, to *****. I paid the amount of $58. 74 for the date travel change. When I called Emirates airlines, I was told by Emirates customer services my flight ticket has been suspended, and I would need to pay the full amount of $1440.08 + $52.67 to have an airline ticket, and I would need to pay the full amount of $1, ****** at the airport before my flight.I have documentation showing I paid Expedia travel agency from my *************** account in the amount of $58.74 . I also have documentation from my bank and the records show I paid the total amount of $1440.08 and the travel change date amount $52. 67 to Emirates. Consequently, I was charged twice for a change of date fee from Expedia and Emirates and I have not been refunded.I called Emirates customer service repeatedly to request $1440.08 and $52.67 be refunded to by bank. When I arrived at the airport , I had to pay again to Emirates $760.00 for my departure destination flight to ***** and $1,500 for my arrival flight to Washington. Emirates customer service refused to refund the original $1440.08 I paid and the $52.67. I am a customer and I paid money I did not get services and this is illegal.In October 2022, I also paid $110 to have a premium seating on Emirates. I never received the premium seating I paid for. When I arrived at the airport I received a regular seating ticket at the back of the plane in seating row 63 for departure and 74 for arrival. Both of these seats are located in the back of the plane,