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:03/13/2023

  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.

  I have purchased ticket on Emirates for my wife (***************************) to travel from *** to *** by paying $1527.43 ($1187.03 using Paypal and $***.40 credit card). This ticket was purchased under COVID full refund policy. I requested for full refund on 12th October 2022. Refunding team made a mistake and as per the general policy they deducted $300 and refunded $1227.43 ($887.03 to Paypal and #***.40 to credit card). After contacting customer case for more than 10 times I received email on 3rd Nov 2022 that remaining refund issued for $300 to my credit card but that original payment is through paypal. I have not received the refund to either Paypal or my credit card. I called to customer support more than 15 times spent 20+ hours explaining them the problem. I am asking simple thing to emirate, which creditcard / paypal they refunded and the authorization number so that I can contact the receiving end. But Every time customer care member tells they are escalating to refunds team and I have to call after 5 business days. I am calling after 5 business days then the same story. I am literally frustrated with this response. Please help me resolve the issue and refund the amount as soon as possible Please contact me to provide the ticket reference number and any other details you require. I am attaching the $300 refund email from emirates and the original refund details to paypal. Please help in getting my refund back.

  Customer Answer

  Date: 03/15/2023

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

• Initial Complaint

  Date:03/13/2023

  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.

  Attempt to book a ticket at the website, first time there was a error and couldnt be processed. Second time, I was charged twice, and figure out there was two reservations with same itinerary, same dates, different locator codes ***************** Funny I never got an email from confirmation booking ******, only found out about the reservation upon checking the double charge on the credit card statement. Please cancel reservation ****** immediately, Ive already requested and never got a solution. The flight is in 17 days.

  Business Response

  Date: 03/28/2023

  From the business:

  
  

  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 thislink.

   

  Yours sincerely,

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

• Initial Complaint

  Date:03/07/2023

  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.

  I purchased 2 flights with emirates to fly of April 2020. Emirates canceled our flight due to the pandemic. For a whole year and a half I have been trying to get in contact to recuperate funds that was spent. Finally in the winter of 2021 I reached out to emirates and filled out the form to receive a full credit of a flight that was canceled by them. They requested all personal bank information which I provided. It was good communication every day up until they receive my routing number. Then they proceeded to ignore my request. I submitted a second request. I still have not received a response from emirates airlines. I dont think its right that the company claims to give a full refund due to the pandemic and totally disregard your request. And as of right now they have kept round-trip tickets plus inter flight tickets from JFK to ***** for the price of two business class passenger tickets. These tickets were purchased directly through emirates.com website, and not through a third party host. There should be no reason why they should not honor a refund. That was a great deal of money that they are keeping, without remorse.

  Business Response

  Date: 03/17/2023

  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,

   

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

  Customer Answer

  Date: 03/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  The link that they requested me to respond to that does not work.  

   

   

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

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

  Business Response

  Date: 03/27/2023

  From the business:

   

  Subject: RE: You have a new message from the ******** BBB complaint #********

   

  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,

   

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

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   Is there another way that I can be helped because their response is automatically generated. 
  I have done what they have asked several times nothing is happening. Is there a next step that we can do?

   

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

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

• Initial Complaint

  Date:03/07/2023

  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.

  I am writing to express my concern regarding the mishandling of my 13-year-old daughter, during her recent flight from *********** to ****** on Dec. 26th, 2022. I have contacted Emirates and was given a response which contained false statements by their counsel, ********************. They are no longer responding once I provided them the evidence supporting my claims. The issue is, Emirates was to chaperone my daughter from ***-BOM, where she was to be handed over to my sister, as the only authorized receiving party. My daughter was never to be handed over to non-Emirates personnel, and we were repeatedly assured that this would be the case. However, in ******, my daughter was handed to a stranger, *****************************, at Bird ************************ ****** **** who then had sole custody of her with no oversight by Emirates. Because of this lack of oversight, this unauthorized person, at the instruction of her manager, attempted to force my daughter to take a Covid test, telling her it was mandatory for everyone. My daughter did not consent to the test, but, as a 13year old in a strange country and in the hands of someone she perceived as an authority figure, she followed this person despite her concern. They held her, illegally at this point, inside the ****** airport at a ***** testing center under the pretext that all passengers were required to take a ***** test upon entering *****. I want to reiterate that the test was not at the direction of any authorized **************** duly charged with randomly selecting passengers for screening. It was at the direction of ****************** and her manager. My daughter was never approached by any **************** to take any test. This is at the admission of ******************, who let my sister know that her manager had directed her to take my daughter in for the test. Having grown ** in ***** and understanding that corruption is rampant at every level, I can, with some degree of certainty, say that ****************** and her manager are in cahoots with the ***** testing center at the airport to bring unsuspecting passengers in, in exchange for kick-backs. So, my questions below, to Emirates, was simple but the response by their counsel was blatantly false and attempted to deflect responsibility: 1)How and why was my daughter out of the hands of an Emirates employee at any point during her transportation from *** to ****** without my consent? It was clearly stated that my daughter was only to be chaperoned by Emirates staff, yet she was handed over to a third-party contractor. 2)How did Emirates allow a minor to be taken for an unauthorized medical test, however routine, without my, my wife's or my sisters consent? 3)What is the background vetting process of these contract employees? 4)What is being done by Emirates to ensure that children are safe as long as they are under their care? I'd like Emirates to respond to my email of 2/12/23.Im not interested in the $100 or ***** miles offer they provided.

• Initial Complaint

  Date:03/02/2023

  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.

  The business promotes using their skywards miles program to upgrade fare class on flight tickets. I transferred ****** amex points = $840+ flight value on amex (= ****** skyward miles). These points/miles cant even be transferred back to Amex to be used and emirates will not use them to upgrade my ticket. The points are essentially unusable at this stage.Emirates chat, phone and counters claimed that I would be able to upgrade the flights at the counter for the whole journey and the cost would be ****** miles. **** checked with counter I was told my request for upgrade has been made and I should check an hour before departure time. I checked online and there were 4 seats available but still no upgrade was given at the counter. I have data such as chats with emirates etc where this claim was made by emirates. At the airport I was sent on a fools errand from one counter to the other. The skywards counter was supposed to assist with this request (referred by the check in counter). The skywards counter as me to check with the counter at the gate. The employees at the gate counter could not be bothered about my request.My first leg of the trip was charged at 15k miles and the counter claimed they cannot check availability on second leg of trip. Later the second leg of trip was requested for ****** miles which was later not upgraded even with seat availability. Emirates chat had claimed ****** miles to be the total cost in miles for both legs of the trip. - false claims

  Customer Answer

  Date: 03/26/2023

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

• Initial Complaint

  Date:02/21/2023

  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.

  I purchased a round trip flight through Expedia from ******* to ***** for Emirates. I arrived to my departing flight less than 1 minute pass the 1hr **** and was told I couldn't board my flight. The representatives had already taken down the signs & completely ignored myself and other passengers when pleading with them to please allow us to board the flight. The representatives refused to rebook us or even acknowledge us at all. I contacted Emirates immediately and was told there was nothing they could do and that I had to contact the booking agency. After contacting Expedia I was informed to contact Emirates. I was left with no choice but to purchase a new one way flight to ***** on my own. When leaving ***** I arrived to the ********* hours early attempting to check in for my return flight. When reaching the counter it took over an hour for the representatives to figure out that I "did not have a ticket". This left me confused because I did in fact purchase a return flight. I was sent over to the ticket counter where another representative told me that my return flight was automatically suspended because I was a "no show" for my outbound flight and that I am being denied boarding. This being my first time hearing of this rule I asked the representative to show me where it states this is policy. I was told "that's not job you need to buy another flight" At this point I had already spent over $3000 on Emirates flights and had no way to purchase another flight home. The representatives at the ************* were not only unprofessional they completely lacked customer service. ******************** needs to make customers aware of this rule before accepting payment. This is not something common to all passengers and I had no way of knowing this until it was too late. I then purchased a new flight with Emirates over the phone which was cancelled 30 minutes later. I pleaded with Emirates to release the funds so I could purchase a new flight. They refused and I was even hung up on.

  Customer Answer

  Date: 03/17/2023

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

• Initial Complaint

  Date:02/21/2023

  Type:Product 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 applied for a refund of my fare within 24 hours (actually within 2 hours) of booking the flight. Under ** law, I should be entitled to the full refund. Emirates charged me $300 to cancel the fare even though they should not have done so

  Business Response

  Date: 02/23/2023

  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 ** directly via this link.

   

  Yours sincerely,

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

  Customer Answer

  Date: 02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I give permission for Better Business Bureau to communicate directly with Emirates on my behalf regarding this specific matter
  
  -***************

   

   

   

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

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

  Business Response

  Date: 03/20/2023

  From: Customer Affairs ** <**********************************************************************>
  

   

  Dear Team,

   

  Thank you for contacting Emirates.

   

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

   

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

   

  Yours sincerely,

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

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I authorize BBB to act on my behalf

   

   

   

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

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

• Initial Complaint

  Date:02/16/2023

  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.

  ************** starts from ***** to *****, booked ticket from my agent got 30kg's with my ticket ref no: ******. Bought 15kg luggage online for 351 AED. ******: Journey starts from ***** to *****, booked ticket from my agent got 2 checked in bags 23 kg each with my ticket ref no: ******. Bought 1 extra luggage paid ****** INR.On Feb 02, 2023 we **** and ****** went to Emirates counter for our Flight to *** ***, to check in same luggage that we brought from ***** to ***. First agent was very Rude, Racist. I was disabled, no proper help provided. He was very smart to put that Extra baggage under my name, which ****** actually purchased from DEL ***. I asked him for all possible explanations he was failed to provide me with Explanation. I have to pay that amount as i was late for my flight, and i thought i would ask for help online. A day before our flight i spoke to an agent on Emirates website to buy luggage, he said you have to do at the airport charges will be $ 200. i have chat emailed to me, if you want you can look at it. I Am trying to make customer affair team understand my POV, but they are so dumb, and they have worse customer service. i tried to contact them on call but they are unhelpful there as well. Emirates cheated with us and take 345 USD for no reasons.Name: ******************* Email: ********************** Ph: ************ Address in ******: ***** ********** ****** ******************************************** Numbers: ****- ******* IUMI5B ***************

  Business Response

  Date: 02/20/2023

  Dear BBB Complaints Officer;
  
  Greetings from Emirates!
  
  We are in receipt of your email below, however data protection and privacy regulations prevent us from sharing our responses dated 8/10 AND 15  February 2023 with your office.
  Rest assured, we have explained the findings of our investigations and responded appropriately to the passenger mentioned below.
  
  Sincerely,
  
   *****
   **************** Supervisor (CASA- ***)
  
  
  
   Tell ** why here...

• Initial Complaint

  Date:02/16/2023

  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 reached out to Emirates with regard to an issue involving a ticket that I bought that they did not render required service. I have reached out to their customer service, and they have instructed me on several occasions to write a formal complaint via their website but to no avail. My follow up via their website and phone call has been fruitless and at this point I am without any recourse. I have attached a letter that I addressed to their office for review/ resolution on 19 JAN.

  Business Response

  Date: 03/06/2023

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

   

  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:02/15/2023

  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.

  I made a reservation that I wanted to cancel within 24 of the time I made the reservation (so that I could change the dates and make a new reservation), which was in the terms. I called the customer service and was advised to fill out a refund form. I filled out the form and submitted it. I got an email 7 days later that the charges were non-refundable. I called the customer service and they said that the form was filed for seat purchases and did not for the booking itself and they are now they are charging me $600 to cancel the booking. I already made a 2nd booking with the correct dates as the customer service agent had recommended and they are not willing to help in any way. I feel that it was not entirely my mistake as I was following the directions provided by the customer service agent. The booking number in question is ******.

  Business Response

  Date: 02/17/2023

  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 thislink.

   

  Yours sincerely,

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