Business Profile

Airlines

Emirates

Headquarters

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Complaints

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

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.

Initial Complaint
Date:10/28/2022
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.
***************************** booked a vacation package with Emirates Vacations, total costs were $2383.99. On October 7, she called to cancel her trip and was advised by *** ******* that she would be charged a fee of $200. At which time she agreed, leaving a balance of $2183.99 to be returned. To date we have not received anything. This is in reference to itinerary #: ************. The lead traveler is ************************ ***************************** was invited on this trip around the latter part of March, 2022. She forwarded two payments to **************** in the total amount of $1000. Thereafter, **************** stated shes not a travel agent and instructed ******* to pay the balance directly to Emirates Vacations. Total balance of $1383.99 was paid July 26, 2022, totaling $2383.99. Friday October 7, 2022, as a result of unforeseen circumstances, my wife was considering cancelling her trip. Prior to making any decisions, she contacted Emirates Vacations, and spoke to customer service representative, *** ******** *** ******* explained that in order to cancel/modify her trip, there would be a fee of approximately $200. Based on that information, my wife agreed to cancel her trip. *** ******* further explained that she will be receiving $658.97 directly from Emirates Vacations, and the balance she will receive from the "agent" (***************************), less $200 for the aforementioned fee. On October 12, 2022, ******* received a call from ***********************, with *** ********* on the line. *** ********* had stated he had reviewed the recording of the call made on October 7, 2022, between ***************************** and *** ******** Notwithstanding, *** *********** confirmation that the information given on October 07, 2022 by *** ******* was incorrect, and that the information found on the attached "Customer Invoice" did not have any of the penalties or costs associated with modifying/cancelling this trip, *** ********* said that all ******* was entitled to was $658.97, and her itinerary was terminated.
Business Response
Date: 10/31/2022
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*
************* ************* ******* *** **** ***************** ******** **** ***** ******* **** ********** ***** ************ ****** *** ******* ****** *********** **********
Moses
Emirates Customer Affairs
Initial Complaint
Date:10/21/2022
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.
While traveling on Emirates airlines my baggage was damaged. I submitted a claim with receipt for the luggage and havent heard back from the airlines. They dont have a number to contact and its been a month since filing the claim. Flight EK235 9/28/22.
Customer Answer
Date: 11/15/2022
Better Business Bureau:

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

Sincerely,

*************************************
Initial Complaint
Date:10/17/2022
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 had a round-trip flight with Emirates from ******** to ******* (departing Aug 16th and returning Sept 17th) - my departing flight was delayed and I was rerouted. ****** airlines who did the rerouting clearly said they informed Emirates that I won't be checking in to their flight. Emirates however marked me as a no-show and canceled my returning flight - leaving me stranded in *******. They cancelled my flight without informing me. I had to book my own flight back. I'm asking a refund for the return flight. My ticket number is *************
Business Response
Date: 10/18/2022

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

We invite the passenger to write to us directly via the link below:

********************************************************************
Customer Answer
Date: 10/21/2022
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:

I have engaged with multiple agents on Emirates and they rejected my request for a refund. They refused to take responsibility of marking me as a no-show erroneously. I do not believe they will respond differently if I file another complaint with them directly.

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

Sincerely,

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

Business Response
Date: 11/22/2022

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

Customer Answer
Date: 11/22/2022
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:

This is the same response the business gave earlier. I already replied to it.

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

Sincerely,

*******************************
Initial Complaint
Date:10/14/2022
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.
Hello,Please look into the seat fee charged for the below ticket itinerary. i have tried to reach the customer care in the past on the below but unable to get a resolution or a explanation.it is my understanding that the seat fee is waived for wheel chair booked passenger and the below passenger is for my father/senior citizen and we had a wheel chair booked for him.Confirmation number ****** for travel Dec 2021 Request you to kindly look into the above and refund any applicable seat fare charged on both the trip in the itenary.Thanks
Business Response
Date: 10/18/2022
Data protection regulations restrict us from communicating with anyone other than the passenger.

We invite the passenger to write to us directly via the link below:

******************************************************
Initial Complaint
Date:10/11/2022
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 was good customer with them and silver member. They gave wrong information in going flight from *** to ******** about timing & I didn't able to get flight. I told all details to customer service on airport but they didn't helped me to take next flight and asked more money even it's not my fault. They did same thing with others people over there every one upset.2nd coming back from ******** They did discrimnation ,staff was rude and not checked documents properly and said i don't have complete documentation when their manger comes to resolve issues flight gone.with same documents I travel with ***** airline I attached my itinerary with it because of lack staff awareness They not me board.Now if I didn't took both flight why I wil pay this bill. Actually I was thinking to sou them but I heard you are in any matter solving so I contacted you first place help me to get my money refund.Thank you
Business Response
Date: 10/12/2022

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

We invite the passenger to write to us directly via the link below:

******************************************************
Initial Complaint
Date:10/05/2022
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 booked a Emirates Vacation on September 28, 2022, for a trip on February 1, 2023. The deposit was 595$. I attempted to cancel the booking through the website, to no avail. I found from looking in the *** section, the website portal to manage booking is not operational. On October 3,2022, I then called Emirate Vacations and after waiting over two hours, a represent answered. I expressed my desire to cancel my booking and was advised my entire deposit would be taken. I questioned it and did not receive any valid explanation. The trip is over four months away and the booking was only made five days ago. I dont understand why I was not refunded my deposit.
Business Response
Date: 10/06/2022
Dear BBB Team,

Thank you for your correspondence.

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

We invite the passenger to write to us directly via the link below:

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

*

Yours sincerely,

******

Emirates Customer Affairs
Customer Answer
Date: 10/06/2022
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:

Response provided does not address the issue

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

Sincerely,

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

Business Response
Date: 10/17/2022
Dear BBB Team,

Thank you for your correspondence.

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

We invite the passenger to write to us directly via the link below:

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

Yours sincerely,

******

Emirates Customer Affairs
Initial Complaint
Date:09/27/2022
Type:Customer Service 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.
Flight delayed over 2 hours causing me to miss my connecting flight. This resulted in me staying at the airport overnight with no accommodations and arriving to destination 10 hours late!8/22/22 *** to DBX (EK0232) > DBX to *** (EX0336)I am requesting compensation for the extreme inconvenience of staying at the airport overnight with no type of accommodations, the struggle of having to rearrange transportation, lack of customer service, unprofessionalism from customer service, and lack of assistance from any Emirates staff.I chose to fly with Emirates Airlines for the supposed reputation your company has for providing comfort and ease of travel and I did not receive that at all. As such, I would like to be compensated what you failed to provide.
Business Response
Date: 10/17/2022
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 response dated 26 September 2022 with your office.
Rest assured, we have explained the findings of our investigations and responded appropriately to the passenger mentioned below.
Sincerely,
*****
Customer Service Supervisor
Emirates.

Customer Information:
******** *** *******
***** ***************
****** ** *****
Initial Complaint
Date:09/26/2022
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 flew with Emirates Airlines on June 12th. I flew business class to *****. As part of business class ticket you are given a Emirates black car ride to your hotel. When my driver put my luggage in the car he slammed it in to his car. This broke the wheel and cracked my hard case luggage. As soon as I got to the hotel I reached out to Emirates and they informed me that I needed to fill out an online form. After completing the form no one reached out for two weeks. I had to fly again with a broken bag. No one at the airport was able to help me. Finally when I did get in contact with Emirates they informed me that they would try and compensate me. Their offer to fix my 27in hardcase spinner is $50. this does not cover the cost of repair or replacement. To replace my luggage would cost well over $200. Their driver broke my luggage and they refuse to make it right.
Business Response
Date: 10/03/2022
The customer has reached out to ******************** as well and we are in direct contact with him/her.
Due to privacy regulations, we are unable to correspond with third parties, and will continue to handle this file in coordination with the customer directly.
Initial Complaint
Date:09/21/2022
Type:Billing 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 had a trip booked on Emirates for October 20, 2022 from *** to ******. I had to change it because my mother in law became critically ill. I changed it to September 1, 2022 and paid the change fee and fare difference(over **** dollars) .I did this on August 29, 2022. However my son got sick on August 31 and I had to take him to a doctor. He was running very high fever. I called Emirates to get the ticket changed again to travel on September 3 and emirates again demanded change fees of 800 dollars and the agent said there are no exceptions for medical reasons. The agent essentially told me that either I travel with a sick child or pay the change fee. Since he was a ticketed passenger emirates even charged a change fee for him. There was no time to buy insurance since my travel was within 2 days and as a responsible parent there is no way I can travel with a sick child. I told them that I can provide all medical reports and doctor's certificate and they still denied it. Emirates should not have charged me the change fees and when they already charged me once. Emirates should refund the 800 dollars they charged me because my ticketed child was sick and could not fly. We flew when the doctor ****** our trip. Emirates will probably give c*** about the fare rules but they already charged me change fee and should not have charged me again due to sickness. What they did is not fair.
Business Response
Date: 10/06/2022
Dear BBB Team,

Thank you for your correspondence.

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

We invite the passenger to write to us directly via the link below:

*

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

*

Yours sincerely,

******

Emirates Customer Affairs
Initial Complaint
Date:09/19/2022
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 booked a round trip, ****** to ********, on the Emirates website at approximately 5:30pm Pacific on September 16, 2022. Within one or two hours I tried to cancel the booking, but was told that the 24 hour cancellation policy did not apply. Several customer service agents, as well as supervisors told me this, despite the *** guidelines that it applies to all flights to, from, or with *******. I went forward with cancelling the flight and was charged a fee of over $100.The *** guidelines are clear. The 24 hour cancellation requirements apply also to foreign carriers when the flights in question are to, from, or within *****************. I want both a full refund of the flight, and some sort of punitive action against the airline and a correction of their policies.
Business Response
Date: 09/20/2022
Dear BBB Team,

Thank you for your correspondence.

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

We invite the passenger to write to us directly via the link below:

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

Yours sincerely,

******

Emirates Customer Affairs

Customer Answer
Date: 09/21/2022
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:

Airline refuses to reply or communicate about the issue or their failure to comply with DOT regulations. I will update if and when I receive an adequate response. But I will not rest until the full refund has been issues along with an apology.

Sincerely,

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

Business Response
Date: 09/26/2022
Dear BBB Team,

Thank you for your correspondence.

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

We invite the passenger to write to us directly via the link below:

******************************************************
Customer Answer
Date: 09/26/2022
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:

The business still refuses to communicate with me or respond to my complaint. I have also completed a complaint form on their website, which has also still not received a response. The reason the flight was canceled was because of an incorrect name entry for the passenger, so it is not possible to communicate with this person. I booked the ticket, and am the only contact person for this ticket. There is no one else to communicate with about this ticket. I eagerly await a response, full refund, and apology/acknowledgement of wrongdoing by Emirates.

Sincerely,

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

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Emirates is NOT a BBB Accredited Business.