Complaints

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

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• 

  Emirates

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

• 

  Emirates

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

• 

  Emirates Airlines

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

• 

  Emirates

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

• 

  Emirates Airlines

  5718 Westheimer Rd Ste 1720 Houston, TX 77057-5751

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

• Initial Complaint

  Date:09/07/2022

  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.

  On Sep. 5, 2022, I was on a call with an Emirates agent re: booking a flight via **************** Membership Rewards points. He assured me that the transfer is instant and that the flight was available for 2 seats (my wife and me). Thus, I transferred over ******* points. The agent confirmed they had been received, booked the flight, and confirmed to me that I was on the flight. However, I immediately then received an email saying that I had been waitlisted for the flight. As I was still on the call, I let the agent know this, and he said that this was strange since the points had been debited from my account. He said my points would only be debited if I'm actually confirmed for a flight, not just waitlisted. Thus, he was confused as to why we were not actually confirmed. He then proceeded to put me on hold so that he could research what happened. After waiting a while, I was advised by the agent that there was some system issue and that I'd simply just be put on the waitlist. I told him that was unacceptable as I was told that the flight was available and I would never have transferred my points over just so I could put on a waitlist. He told me he would speak to his backend team and also advised that I speak with **************** about reversing the points. I also requested a callback from a supervisor (wasn't available at the time) which he agreed to. I called Korean Air (the partner airline that I was using the points on Emirates for) and they said they couldn't help. I then called **************** who said that the Emirates agent was giving me the run around and that **** cannot reverse the points transfer. At this point I called back Emirates and spoke to a supervisor (I never received that callback). She said there is no compensation that they can do on their end despite this system glitch they had never seen before. My ask is that Emirates makes this right as I have been lied to by the original agent and swindled of thousands of dollars worth of points.

  Business Response

  Date: 09/30/2022

  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:08/29/2022

  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.

  On 8/23/2022, I flew on Emirates Airline flight EK343 from ************ to ***** and flight EK0237 from ***** to ****** on tickets *************** and 2. The trip cost me $1,179. In KL, I was required to check my carry on-bag and to pick it ** in ******. I received baggage ticket # ********. My bag is black, Samsonite, and has a leather tag with a floral pattern. Among other things, the bag contains personal medicine, shoes, clothes, and gifts. On arrival in ****** at 2:15pm, I waited at the baggage delivery area for flight for 45 minutes until the next flight's baggage queuing began, and my bag never came. I saw no one to ask for help at the airport and therefore did not get a Property Irregularity Report (PIR). The frequently asked questions section of Emirates' website says to report missing suitcases at the airport or, if you dont do that, to call them immediately: "If you have left the airport without filling out a report, please get in touch with us as soon as possible." Therefore, I followed this advice and called Emirates at 3:30pm, reported the problem, and was told it would be taken care of. Since then, I have made daily contact with Emirates. The only thing they've done is emailed ****** ***** on my behalf. I called *****, and the rep told me I need to have Emirates go into the airport and look for my suitcasehe said that Emirates just emailing the airport will not work. I have relayed this information multiple times to Emirates by phone and ********* but they continue to ignore my request. Also, no one has responded to multiple complaint forms.It has now been 6 days, and no one I speak with will do more than tell me they've already emailed the airport for me. When I bought the flight ticket, it was with the expectation that if my bag were lost, the airline would do everything in their power to locate it and return it. This has not occurred. I would much rather receive the bag, if it's at the airport, than receive monetary compensation.

  Customer Answer

  Date: 09/04/2022

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

  [Your Answer Here] complaint had been resolvedthey finally found my suitcase

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:08/29/2022

  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.

  My case is of sheer negligence and utter incompetence from Emirates Staff. They couldnt retrieve my items while plane was still disembarking passengers. No one is taking responsibility or accountability.Thank You,*************************

  Customer Answer

  Date: 09/23/2022

  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 contacted me as following:

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

  *************************************** <***************************************>;

   I sent them the information. All this was provided to them multiple times. i sent them again. I don't think intent is to resolve they are just stalling. I'll appreciate if they offer me apology or just give me fair market replacement value.

  Thanks,

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

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

  Sincerely,

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

  Customer Answer

  Date: 10/14/2022

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

   

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

  
  

• Initial Complaint

  Date:08/23/2022

  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.

  Flight delay over 7 hours and no accommodation or compensation provided. Also called customer service and representative failed to provide any assistance and refused to transfer me to manager.

  Business Response

  Date: 08/24/2022

  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: 08/25/2022

  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:

  [Your Answer Here]

   Passenger is elderly and does not use technology. I am their daughter and the person who purchased the ticket so you will need to speak with me. I do not want To deal with your level 1/ support because I have no trust in them after speaking with a customer rep.

   

   

   

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

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

  Business Response

  Date: 09/20/2022

  Dear BBB Team,

  
  Thank you for contacting Emirates.

        

  Our privacy policy restricts us to correspond with third parties. We are, therefore, unable to reply to you in this instance.

   

  We invite the passengers to write to us directly via this link:

   

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

   

  If a third party would like to complain on behalf of the passenger, alternatively, they may submit a complaint through our website under the passenger's name and we require written authorization ******************* from the passengers along with their passport copies confirming that they have appointed the third party as their representative and have no objection to Emirates entering into communication with a third party concerning the matter at hand. A digital signature is not acceptable.

   

  Thank you for allowing me to respond.

   

  Yours sincerely,

   

  ******

   

  Emirates Customer Affairs

    

• Initial Complaint

  Date:08/22/2022

  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.

  Two Dates:Nov tickets Reference ******** Mon, Nov 8, 2021 at 9:32 PM Transaction Amount $3380.74. Because of ********** and Airlines mistake after airline issued the ticket when i called for Emirates airlines because of agency did not confirm my ticket they cancelled ticket. What agency said we have called airline they will accommodate other day when airline is able to provide tickets . same airline same date we called different agency booked the tickets 3 times more than the price and this is confirmation 2. ****** Please kindly request to please help me in this matter.We have booked this Itinerary of Emirates on Nov 8,2021 through edreams(travel agent). We have paid the complete fee and received the confirmation of booking(attached). Our travel dates were June 16, 2022, when I tried to check-in on June 14th we came to know that the tickets were cancelled. (As per Airlines June14th no show up it means Edream did not confirm our tickets with airlines). We try to book same day with eDreams agent he is not able to book tickets on the same date. We called Emirates and travel agent several times but there is no proper response, and they could not resolved or issue the tickets for same date and flights. As its been programmed 6-7 months before with lot of programs in *****, I had to travel on same dates. I have got bookings/tickets through for the same flight on same dates through a different agent, but it costed me 3 times more. Its been a horrible experience to entire our family with kids, that too without our fault. Its severe loss in all respects loosing peace and monetarily too. I have tried to resolve this issue after I returned but did not get any favorable response and suggested that I may do whatever I can. This is my 3 months salary. Even we have existing Ticket also not cancelled .This Ticket is Flexible Travel Dates which extra we paid for this $264.58 other than paid difference. Thanks *****

• Initial Complaint

  Date:08/17/2022

  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.

  Date of Transaction: Dec 2019 Money Paid: $1450 I have booked a return ticket from *** to *** Due to Covid I had to cancel my trip, I was initially given a travel credit with validity of 1 year. However I could not travel during that 1 year as the Covid restrictions were still in place. I tried to reach the airline customer care to resolve the issue but could not pass through the Automatic bots as it is not accepting my old booking reference number. So there is no way for me to talk to any airline resources.Trip Number: ***********

  Customer Answer

  Date: 09/11/2022

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

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm getting so tired of Emirates' unapologetic attitude whilst they constantly make mistakes and make it the customers problem to go and fix themselves.For whatever reason, I cannot edit or change any details about any flights through their website or app and this has been happening for over a year, it just says "technical error", or "were having problems right now, please call us".Calling them will take at the very least 30 minutes, their live chat is always "too busy" also.I shouldn't have to do all of that just to change my seats.Furthermore, their system is faulty to such a high degree, that when I did try to book and pay for extra legroom seats, it crashed and now it currently tells me that seat is selected for me and that it's complimentary. Because it's seemingly already selected, I especially can't modify things now and I called them to complain and they said they don't have a complaint department...? That seems false and then I have to submit the complaint myself online because they can't over the phone... That's a wasted 40 minute convo to then have to do it all over again myself.Then you get to the complaint page and it says at the top they won't respond to it! If it's about an upcoming flight then please call us... Going around in circles now.I want full control over my account and booking again, if that needs to be a technical ticket that I can follow up on, then that should be offered. And I'd also like to know why they would dangle a complimentary seat upgrade to an already-frustrated customer who flies with them on a monthly basis, only to probably take it away again without so much as a "sorry" once they realise the error.I'm not asking for a cabin upgrade, I'm just asking for them to pretend like they care about the issues they are causing me instead of telling me they can't do anything or to go and fix it myself.And bring back Premium Economy to JFK. Flgiht details are uploaded confidentially.

  Customer Answer

  Date: 09/05/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Emirates has been resolved.
  

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

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

• Initial Complaint

  Date:08/10/2022

  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 booked the Return Flight ticket thru Emirates from ** *** to *******(MAA) , ***** for me and my father.*** to *** - 7th July 2022. Original Return from *** to *** on 18th July 2022 and got checked in also. My mother became covid positive on July 17th late night who was staying with us during our vacation in *****. Due to this close contact/exposure we wanted to avoid possible spreading of the virus on the flight. We called Emirates and postponed our departure date from ******* to *** *** to the following week July 25th, 2022. They charged an additional $3,464.00 for our date change for myself and my father. Could you please refund the additional change fees as noted above, due to covid related reasons?

• Initial Complaint

  Date:08/09/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew on July 27 from ***** to ****** with my wife and two kids . The flight number ***** * ****** When we got to the airport after 45 minutes of waiting we have been told that the flight was overbooked and We will be put o the next flight which was departing in 24 hours. WE obviously refused and literally had to call upon the manager to finally be put on the flight we regularly purchased few weeks ago.On top of that we had reserved a Basinet seat for our 10 months old baby this was also cancelled and random seats were assigned to us. We had to travel 145 hours with a baby on our lap. This was my first time flying Emirates and on my birthday but I have to say I had the worst experience either I had heard so many good things about Emirates but I am very disappointed my wife had even written to their customer service weeks ago no response. We will not fly with you guys again until someone response and propose and adequate resolution

• Initial Complaint

  Date:07/28/2022

  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 had my original flight scheduled to depart from ******* airport on July 9th. My flight from *********, ****** to *******, ***** was scheduled to depart on July 9th at 13:00 hours. It got delayed and ended departing at 17:40 so I had to move my Emirates flight to July 10th, but for my surprise, Emirates said I needed to pay ****** USD for my daughter's ticket and mine, as if I was purchasing a new ticket that day. I purchased my original tickets on February 10th, with plenty of time and paid for them ****** USD for both. This was supposed to be the trip of a lifetime for my daughter (African Safari), so I couldn't say no and paid the ****. To me, this is super unfair, I don't understand why Emirates treated me as a new client when I had purchased my tickets months ago. To be honest, I chose Emirates because I wanted my daughter to fly in the A380; when I bought the tickets that was the aircraft Emirates offered. Super dissapointing to see it was changed for a small *******. I could have flown another airline that had partnership with airlines with a Titanium level at a lower cost, but still I decided to fly Emirates (my first time with them) to live with her the ***************. So now, no A380, lost 1 day of my Safari, had to pay ****** USD to Emirates plus hotel night at ******* and meals. No more cash left for souveniers, The "trip of a lifetime" has become the "nightmare of a lifetime". I'm super sad. My request is for Emirates to reconsider my situation and refund me the additional 18k USD they charged me for my flight change. My reservation code is ******.

  Customer Answer

  Date: 08/22/2022

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