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Business Profile

Airlines

Emirates

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

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

Find a Location

Emirates has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

    • 219 total complaints in the last 3 years.
    • 53 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/20/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 was flying with Emirates Airline from ****** to ***** on 08-2022, flight confirmation QFZUJ2. 2 hours before the flight, it got canceled. I was supposed to be in a business meeting to make a deal in ***** Monday morning 10- 09-2022 no later than 09:00 AM. It was a great opportunity for me to get this deal, but due to the Emirates cancellation I lost the deal, and I went to ***** for nothing. Also they told me that, they will take me to a hotel, and after more than one hour waiting, they informed me that, everyone have to go and find hotels by themselves, I took uber, went to ******, to book a hotel, but there was an event going on in ****** that night, and there was no hotels available in 50 Miles radius around ******, the Emirates actually ******************** was a hard time. I could not find a hotel that night, finally at 01:51am I took another uber and went back to airport rental car counter, rented a car and went to ***********, **, which is more that 80 miles away from ******, I spent almost 3/4 of that night on the street. called more than 50 hotels for availability.1- Below are my expenses from the night due to flight cancelation to be Reimbursed: - Uber from Airport to ******: $49.76 - Uber From ****** to Airport Rental Car: $57.90 - Rental Car Payments: $585.10 - *************** Stay: $381.96 - Gas for Rental Car: $56.89 Part 1 Sub Total Expenses: ............ $1,131.61 This was promised by Emirates that will be reimbursed, and I was advised to do it.2- I am also requesting the Emirates Airline to refund my ticket price and pay my hotel expenses in *****, for the reason that I lost the deal because of not arriving on time to ***** due to Emirates Airline flight cancellation, Below are the expenses that I also request refund and reimbursed:- Emirates Airline Ticket: $990.08 - Hotel Stay in *****: $353.8 Part 2 Subtotal: .......... $1,343.88 Total Reimbursements and refunds requested: $2,475.49 Feel Free to reach me for any questions.

    • Initial Complaint

      Date:12/14/2022

      Type:Product Issues
      Status:
      Answered
      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 regd. Emirates ticket practices. I purchased 3 round trip economy tickets from *********** to ********* (*****). For 3 tickets, i paid $9100. I wanted to upgrade to business class. I called the **************** Enquired about the upgrade. i was quoted $***** to upgrade. i confirmed thrice with the agent. Agent confirms that yes the price of ***** is for the roundtrip upgrade. I stayed on the call for over 90 mts to process the upgrade. i made the full payment, confirmed the itinerary. i receive a call after ***** mts saying they gave a wrong price. they will refund the money and i cannot upgrade.is it my fault? i asked 3 times to confirm the price, i stayed on the call for 90 mts!!

      Business Response

      Date: 12/27/2022

                      

      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,                                                         

                                                                    

      ******                                                   

      Emirates Customer Affairs

       

    • Initial Complaint

      Date:12/07/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On Sept 30th, 2022 I was supposed to travel from ****** ****** to ********* ***** through ***** on emirates ( ticket number *************). I purchased the ticket with my points from chase bank which were worth $690 (****** points). I got to the airport and there was a huge line to check in, once I got to the counter I was asked for a negative covid test which I provided but i was then requested to have one with a QR code on it. I did not have that, I went around looking for a place to get one but I could not. I came back to the counter and the lady told me I couldn't get on the flight that it was too late. I went on and purchased the same ticket for the day after, when I got to the desk the day after the emirates representative asked me if I had a vaccination card or a neg test with a qr code (at that point I got a negative test with a qr code as well) I was suprised he asked me for a vaccination card and asked if it was just sufficient and he said yes. I am very upset at the airline because I missed my flight because the rep never asked me for a vaccination card which I had with me at all times. They did not do their job properly costing me not only to lose $690 but also to lose a day of my vacation time and money to get the pcr with the qr code. While explaining this to emirates they are not willing to admit to their miscommunication and unknowledgble representatives and they are telling me they are willing to give me money back with a $335 cancelation fee which I would have to pay. I believe this is not right. I traveled with them several times and I love their airline but why should I be penalized for their employees mistake. Emirates has me in their system as a no show but the airport verified I was there and 3hrs prior to my flight. I want to request a credit voucher or money back for their mistake of the full amount I paid. I called chase and emirates several times and no one is willing to help resolve my issue.

      Business Response

      Date: 12/08/2022

      Dear Sir/Madam ************** ************* *****

      Thank you for contacting Emirates.

       

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

       

      We invite passengers to write to us directly via this link.

       

      Yours sincerely************** ******* 

      *****

      Emirates Customer Affairs

       

    • Initial Complaint

      Date:11/29/2022

      Type:Product Issues
      Status:
      Unanswered
      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 unexpectedly suffered from diarrhea, stomach clamp and vomiting several hours after my flights from ********* to ****** on 6 and 7 June 2022. The food and beverage served by Emirates made me suffer from illness. I should NOT be dismissed as an outlier after suffering from health scare caused by the airline catering.Next, the airline has lost my checked baggage. The gross neglects have caused me tremendous inconvenience and discomfort. I carefully studied the Montreal Convention and found out that Emirates lied.The operating airline must ensure that passengers will receive their checked baggage at the luggage delivery belt. The operating airline is also responsible for making sure that no one will take the wrong baggage. If the passengers cannot collect their baggage at the luggage claim after exercising their utmost attention, the operating airline is liable for the compensation of **** SDR.After Emirates' devious attempt to deceive me had been exposed, it demanded receipts for the items I have detailed on the baggage inventory form. It next came up with another disgraceful excuse by withholding the compensation because I did not anticipate the eventuality.It's natural that I do not maintain a full inventory list WITH receipts attached. I could NOT foresee that Emirates lost my checked baggage. No one actually keeps receipts of their shopping purchases for more than a few weeks if they do not intend to return their purchases for refunds. Few will even collect the receipts at a convenience store. No one automatically anticipate that their checked airline baggage will get lost eventually. We are not talking about large household appliances that come with warranties. Emirates must seriously make up for the outrageous travel experience. In short, the ticket purchase should be fully refunded. Next, the airline should arrange a full compensation of **** SDR immediately.********************* ** *** *** - *** -*** (6 June 2022)** *** *** * *** (7 June 2022)

      Customer Answer

      Date: 12/23/2022

      Better Business Bureau:

      Emirates has NEVER responded since it has sent me a lie about airlines being not responsible for baggage loss after the baggage has been loaded on the conveyor belt. 

      The operating airline is responsible for making sure that no one will take the wrong baggage.

      If the passengers cannot receive their baggage at the delivery belt after exercising their utmost attention, the operating airline is liable for the compensation of **** SDR.

      Furthermore, the convention explicitly states that such matter should be immediately settled 21 days after the property irregularity report has been filed, instead of being very deliberately dragged on with long pauses of silence. 

      I could NOT possibly foresee that the airline will lose my checked baggage during a standard journey. 

      I hate, hate, hate being lectured on the definition of normal human behavior by the airline.

      Because of the gross incompetence of Emirates to actually transport AND deliver checked baggage, I recently bought a pair of USD 250 shoes as a replacement much earlier than expected.

      Obviously, a durable quality brand name suitcase will at least cost a couple hundred USD. 

      Emirates must make up for the outrageous travel experience. In short, the buck ultimately stops with Emirates. The stress I had initially experienced and the insult I had subsequently been confronted with were outrageous. For a start, the ticket purchase should be fully refunded. Next, the airline should arrange a full compensation of **** SDR immediately.

      Sincerely,

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


    • Initial Complaint

      Date:11/23/2022

      Type:Product Issues
      Status:
      Answered
      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.
      On November 3 I sent the first request on the group listing 60 passengers travelling from ******* to ***** to which I have never received a response.. On November 5 when we knew the breakdown of the group I sent a request requesting space from ****** to ***** on December 16 the returning from ***** on January 8. Then on November 10 I sent a group form for 10 people *** to *** and 30 from *** to *** along with the question: does Emirates have a baggage agreement with any airlines Such as Delta or United so I would know what airline to take to reach an Emirates hub city.. On November 15 you copied me on the email from Fani Foustenallas. I completed another for and got this message: Dear *****************************, We have received your group inquiry and it has been assigned case number ( ******** ) with ******* Group Desk. A group specialist will respond to you shortly. This is an automated response, PLEASE DO NOT REPLY to this email. Subject : case ******* After we spoke with ****, I ask for 30 seats 4 in first class 3 in business and 24 in premium economy traveling December 16 returning January 8 and to check departures from ******** and *******, and If we fly United , Delta or jet Blue to a gateway city does any carrier have a baggage agreement so when the passenger checks in at ******* the baggage can be checked all the way through to *****. This is the basic question that was never answered in all of the correspondence we have had with Emirates. They never have acknowledged any of my requests but at least acknowledged yours from November 15. I initiated this conversation on November 3, 2022.

      Business Response

      Date: 12/09/2022

      Dear Sir/Madam ************** ************* ******* *** **** ***************** ******** **** ***** ******* **** ********** ***** ************ ****** *** ******* ****** *********** ********** 

      Thank you for contacting Emirates.

       

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

       

      We invite passengers to write to us directly via this link.

       

      Yours sincerely************** ************* ******* *** **** ***************** ******** **** ***** ******* **** ********** ***** ************ ****** *** ******* ****** *********** ********** 

      *****

      Emirates Customer Affairs

    • Initial Complaint

      Date:11/09/2022

      Type:Product Issues
      Status:
      Unanswered
      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 traveled on Emirates airline business class on July 28th 2022 from *** to *****. I checked in 3 bags and was able to collect only 2 at the *************. I confirmed with the baggage attendant that the bag was not available on the baggage carousel and filed a missing baggage claim. I was also instructed to purchase necessary items since all of my clothes, cosmetics, shoes, and jewelry was in the missing bag. These purchases were supposed to be reimbursed and I filed a claim with receipts for the purchased items. Its been 3 month since the incident, with multiple attempts to contact Emirates, with the same response that the search for the bag is in progress. After 3 months of waiting, the company finally admitted that the bag was lost and instructed me to file a reimbursement claim with receipts for the contents of the bag. Since it is not realistic to expect that I would have all the receipts available for the items that are not new, I had asked to see if it would be acceptable to submit credit card statements instead. Then I received a response, since the tracking system shows that my lost bag was in the same container with the other two bags, they assume it arrived in Milan and I should have been able to collect it. Pretty much denying my claim. At the time of arrival, I was accompanied to the baggage carousel by the baggage attendant who confirmed my bag has not arrived. So now I am at a loss of what to do. I feel strongly that the airline does not want to take responsibility for the lost bag to reimburse me for the cost of contents. In addition, any communication with the airline has been forced through email, with average response turn-around time or more that 2 weeks and responses containing not more than a standard language that the search in progress. I need help to make it right

    • Initial Complaint

      Date:11/08/2022

      Type:Product Issues
      Status:
      Answered
      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 need Emirate to contact ******** so that my ticket can be reissue by Emirate/******** without charging any other additional fees. On November 7, 2022 between 4:00 PM to 4:22 PM EST, an Emirates representative, a ******** representative and I held a three-way conference call. The Emirates representative explained that there was a flight cancellation and that Emirates is no longer going to ******* for now. Therefore, NO fare difference should be collected and if this fact needed to be verified, they can contact Emirates agency support. Despite this, the ******** representative insisted that they needed to collect an extra $267 for Emirates. ******** also emailed me stating that the $267 is for Emirates Fess because Emirates would not reissue the tickets without collecting extra money. Emirate rep kept telling the ******** rep that the exchange is free. Emirate Airline cancelled my travel to ***** vice versa, they said they are not going to ***** for now. I paid $1,498 for this trip, l am not asking for refund, but l can not pay for trip that l have already paid for. PLEASE I WANT EMIRATE AIRLINES TO PLEASE REACH OUT TO ******** OR EMIRATE AIRLINES CAN JUST REISSUE MY TICKET.Travel date will still be the same as previously booked.*** to ***** ***** to ***

      Business Response

      Date: 11/14/2022

      Dear Sir/*****

       

      Thank you for contacting Emirates. 

       

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

       

      We invite passengers to write to us directly via this link.

       

      Yours sincerely, 

       

      *****

      Emirates Customer Affairs

    • Initial Complaint

      Date:11/04/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      On 8/26-8/31 I travel on Emirates round trip to *****. Had an excellent flight both ways. While in *****, I purchased over $450 in souvenirs to give to family and friends from my trip. Once we arrived at ******************** airport, cleared customs, I waited for my luggage with passengers from the plane. After waiting over an hour for my baggage ( and 85% of the passengers had claimed their luggage), my luggage came down the conveyor belt. I noticed on my large suitcase, my combination lock was missing, but it was on my smaller suitcase. Upon arriving home, I immediately opened the large suitcase to check to see what was missing. I noticed that it had been rummaged through, but everything (clothes and souvenirs #1) were there. When I unlocked the second suitcase, it was the same. Someone had rummaged through my entire suitcase and had placed souvenirs #2 bag on tops of off my clothes, which is not how I packed it. When I looked in the bag, I noticed that my souvenirs were stolen. I only had left 1-shatted coffee mug (***************** plastic), and 3-key chains (K, ******* I was missing $258.69 worth of other souvenirs. I have communicated with Emirates on numerous occasions, submitting the information they've requested. But to no avail. All I want is to be reimbursed for all of my items stolen from me.

      Customer Answer

      Date: 12/02/2022

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Emirates has been resolved.  *********** contacted me through email and had me to sign for a direct deposit of $259, in which I have received.  Thank you so much for your help!

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

      ***************************-      *****

    • Initial Complaint

      Date:11/02/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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'm actually fairly shocked at this one. Emirates has been a top-notch airlines for as long as I can remember. The service I received last weekend when traveling back from Europe was absolutely atrocious.The main flight from Milan to ** *** was smooth sailing. We land and are told we'd be held on the tarmac for 15 minutes...45 minutes pass and no update...1 hour 15 minutes pass and no update. Others on the plane are getting vocally aggravated and no update. We finally get to deplane and they tell us they don't have enough jet-bridges so they have to deplane everyone from first class and business class on the top floor first. This further extends our deplaning timeline. At this point, I knew we were going to miss our connection to *******, but I honestly wasn't super stressed because I figured they'd do right by us.We finally reach the customer service desk to rebook and are met with honestly, some of the worst customer service I've ever received. One woman isn't doing anything. She's just sitting on the sideline making comments to the single person handling requests. Thankfully the line wasn't that long but we ended up sitting there for 2 hours while she "looked to rebook our flight and get us a hotel". She proceeded to offer us several flight options only to tell us moments after choosing "Oh that one is no longer available." "Oh that one is now cancelled." Until finally she presents us with two terrible options - 1) a 7AM flight in ****** (nearly 2 hours away from *** - where they were supposedly going to put us up, or 2) a 9PM flight from ***. Neither were ideal so we opted for the 9PM. That meant we'd be in layover an extra 24 hours so they offered to get us a hotel for 2 nights in a row. That's where my real disbelief came. For an airline that is known for luxury and comes at a cost that entails just that (our flights were $800+ for this one-way route)...they offered us a MOTEL. We declined. Now I want compensation for hotel, food and transport.

      Customer Answer

      Date: 11/27/2022

      Better Business Bureau:

      At this time, I have not been contacted by Emirates regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:11/01/2022

      Type:Product Issues
      Status:
      Answered
      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 was looking for ticket from *** to ***. One of the travel agentRaaj travel approaches me on oct-10. I have paid all the money to him. When i call ur call center found its nook thru online.Later i found out that person is fraud. He try to use my cc in different vendor. I have called Emirates to have some kind of protection to avoid this booking to cancel. Agent told me they can still cancel it online. Later on oct 22 i was reviewing my ticket info and spelling was incorrect called to have it corrected. At that time agent told me billing address is different some where in ********. He refused to remove. Need your help if you guys can remove this billing address , from the booking ******.. might be assigned different booking references.

      Customer Answer

      Date: 11/25/2022

      Better Business Bureau:

      At this time, I have not been contacted by Emirates regarding complaint ID ********.

      Sincerely,

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

      Business Response

      Date: 12/06/2022

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


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

      Thank you for contacting Emirates.

       

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

       

      We invite passengers to write to us directly via this *****

       

      Yours sincerely

      ************** ************ 

      *****

      Emirates Customer Affairs

    Emirates is NOT a BBB Accredited Business.

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