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:07/28/2022

  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.

  I had my flight scheduled to depart from ******* airport to *******, ***** on July 9th. My flight from *********, ****** to *******, ***** was scheduled to depart on July 9th at 13:00 hours (United flight **** reservation code GHHRDG). United flight 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 additional ****** 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. So in total I ended up paying ****** USD for both tickets in Business Class, almost 3x of the original price! This was supposed to be the trip of a lifetime for my daughter (African Safari), so I couldn't say no and paid the extra charge. 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 (02-2022) that was the aircraft Emirates offered. Super dissapointing to see it was changed to a small *******. I could have flown with another airline that had partnership with airlines with whom I am a Platinum traveler (American Airlines for example ) at a lower cost, but still I decided to fly Emirates for the first time to live with my daughter the ***************. So finally, no A380, lost 1 day of my Safari, had to pay ****** USD to Emirates plus a hotel night and meals at *******, also lost my reservation at ****************** at *******. The "trip of a lifetime" became the "nightmare of a lifetime". My reservation code is ******* Emirates knew I was flying with United prior to flying with them. I want Emirate to refund me those expenses since I only asked to change my flight 1 day.

  Customer Answer

  Date: 08/23/2022

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

  [Your Answer Here]

  I received an email from Emirates on August 5th. Sayin this: Thank you for contacting Emirates.
  I regret to learn that due to the delay to your United Airlines flight from ********* to *******, you missed your connection to Emirates flight EK212 from ******* to ***** on 9 July 2022.
  I note that this part of your itinerary was not booked in conjunction with your Emirates ticket. Emirates is not liable for the consequential costs in such instances. When passengers book separate tickets, independent of their Emirates flights, we are unable to assure connections between flights. Although at the time of booking passengers may presume that they have allowed enough time between flights to complete various airport formalities, unforeseen delays may occur.
  The fare you purchased was quoted to you based on the specific dates and flights that you selected. Emirates offers a range of fares and allocates limited seats to each fare type. When rebooking, we check for availability of seats of the fare type that you purchased. If these are unavailable, we will offer you seats at the next available fare level and advise you of the fare difference and change fee, if applicable.
  
  I can understand how unsettling this must has been for you however, you have agreed on the terms and condition of the ticket and Emirates, like all airlines would apply the restrictions linked to the fare purchased.
  
  Regrettably, we are unable to process the refund of the additional amount. I respectfully suggest to please contact your Travel Insurers who may be able to assist you further.

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:07/26/2022

  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 was on flight from a ***** to ***** July 15 and at check in, one of the employees told me I needed a PCR test that has a ** code. I provided the test results, showed him on logging into the website to get, but he said it needed to have a ** code so I called and got the new results with the ** code, showed him again and he scanned the ** code and the only thing it did was take him to the ************** and then he said this is only taking me to the website its not taking me to your results. I told him thats what they gave me, thats all I have. He said I couldnt board because the test I have is not enough, so he said to go take the test at the airport. Which was 179 for me and my wife, 385 dollars. And when I received the test and took it to him the ** code did the same thing, just take you to the nomihealth website. This time he didnt even scan it he told his assistant we dont have to scan thats only for *****.So as a result of this horrible customer service and strange decision he made I lost 385 dollars. And when I stepped away to try and get the test results he told the couple that is traveling with us that he doubted we would pay 200 for each test. So horrible customer service, very unprofessional, I am looking for a reimbursement of the 385 dollars I had to spend unnecessarily because of this person. If not I will escalate to better business bureau and file any complaints in the U.S.

  Business Response

  Date: 08/11/2022

  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.

  Customer Answer

  Date: 08/11/2022

  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:

  They just responded with they are in contact with me. But their response to my complaint directly is they cant do anything.

   

   

   

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

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

• Initial Complaint

  Date:07/20/2022

  Type:Order 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 my credit card statement, it shows the booking as a local ******** purchase for $736.84 but the cancelation comes as a foreign *** refund for $701.65. Hence, I was not fully-refunded, which I believe I should be as per the conditions of the booking. Please explain and make the refund complete. Thanks. Sincerely *******************

  Business Response

  Date: 07/22/2022

  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:07/19/2022

  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.

  I was supposed to fly from ******** (***) to ********** through ***** (***) ** *** today on 6/19/2022. But I had issues with my ticket from ***** to **********. Employees of air Emirates were terribly rude especially *******, and just did not let me get on the plane because they said my flight *****-******** ** *** (06/20/2022)was suspended.I checked the information they gave me.It was not true.Flight was not suspended. I missed my flight, I lost my money, I was in the airport for 4 hours, no one of Emirates airline employees took care of it. It was an emergency situation. I had to be in ********** on Monday. I want Emirates airline to refund full amount of ticket and money that I paid for transfer ***** Staff was very rude and disrespectful to me.I **** complaint to air Emirates multiple times they did not respond

  Customer Answer

  Date: 07/19/2022

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

• Initial Complaint

  Date:07/11/2022

  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.

  My flight was from ******* to ******, with a 4-5 hour connection/layover in *****. About a week before the flight the layover was changed to about 12 hours overnight. I had to try calling in numerous times to try to speak to someone and get information about a hotel. Finally the night before my flight I was able to speak to an agent that said a hotel would be provided since the airline changed the flight. I was travelling in a group of people but was told my wife and I would have a room through the emirates connections. I was traveling in a group of seniors. Upon landing in ***** around 7pm, we all went to the connections desk as we were told. We spent hours and hours talking to agents and in the end enough rooms were not provided and we were assigned a random man from our group that we did not know that would be in the hotel room with my wife and I. At that point it was close to 1am and our connecting flight was at 7am. To spend 6 hours to get an connection hotel room that we were told would be provided and then need to fight to get is not acceptable. I did not change the flight connection, Emirates did. When an airline does that, I expect them to provide comfortable, reasonable accommodations and make it as easy as possible since youve already inconvenienced me. Reasonable to me, is not having a stranger in the room with me. I already emailed and have emirates the opportunity to provide proper compensation for delaying the flight and eating into a full day of my trip in ******, and not providing adequate hotel to be able to sleep the night of the delay making me even more tired and ruining the entire travel experience and 1st day of a short trip to ******. On the way back, on the flight from *****/***** to *******, some items were missing from my checked bag. I also informed the airline of this, but since I got Covid on their flight and didnt inform them within 7 days since I was sick, they said they cant do anything. Poorest airline experience ever!!

  Business Response

  Date: 07/20/2022

  *** **** ***********************
  
  ******** *** ********* **********
  
  ** **** ****
  
  
  By email: *********************************************.

   

  Passenger: ******************************* and **************************

  
  We refer to your correspondence in relation to the above mentioned passenger. Have pasted below our initial response sent to the passenger for your reference.

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

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

  
  By email: ******************

  
  

   

  Thank you for contacting Emirates with regard to Emirates flight from ******* to ***** and onwards to ******.

   

  I regret to learn of your disappointment with the schedule change of Emirates flight ****** from ***** to ****** on 17 February 2022.  We notify our passengers of any schedule changes well in advance, should they wish to make alternative arrangements.  Our records indicate that a notification was sent to ******************informing you of the changes on 8 February 2022, with details of where you can get assistance if you need to make alternative arrangements.

   

  International travellers are required to take potential risks into consideration prior to travelling and ensure that they have adequate resources and appropriate insurance, should their travel plans be disrupted.

   

  We always aim to operate to our published timetable; however, schedules are subject to change without notice. Appropriate travel insurance is always recommended to cover unforeseen expenses incurred throughout the journey, including costs that *** be associated with operational reasons or government imposed restrictions. Emirates is not in a position to offer reimbursement of such costs.

   

  I also regret any inconvenience you *** have experienced with the hotel accommodation during your transit in *****.  According to the feedback received from ***** Connect team, the hotel room was booked for you and **************************** ******************* but you were recorded as noshow.

   

  I am also concerned to learn that you found items missing from your baggage.   Your claim in respect to the missing items is governed by an international treaty known as the Montreal Convention ****. In line with Article 31 of the Montreal Convention, in the case of missing items from your checked baggage, you must submit a written complaint to the airline immediately or within 7 days of receiving your baggage.

  All baggage related claims are to be submitted in writing to the airline immediately on arrival or within days of receiving your baggage. As you submitted your claim beyond 7 days, we are unable to consider your claim.

  We appreciate that not all aspects went as smoothly as we would have liked. Some of those were beyond Emirates control; however, I would like to extend an apology all the same for any inconvenience you experienced. I appreciate that some elements, including communication, were not as forthcoming as either you or Emirates would have desired.

   

  While we cannot change what has happened, we would welcome an opportunity to restore your faith in Emirates. As a gesture of goodwill, without prejudice or admission of liability, I have credited your and **************************** *********************** Skywards account with ****** miles each.

   

  Thank you, once again, for bringing your concerns to our attention, and for allowing me the opportunity to respond.

   

  Yours sincerely,

   

  ****

  Emirates Customer Affairs

  
  
  link.

  If you would like to provide feedback about another flight, please click here.

   

  Customer Answer

  Date: 07/20/2022

  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 not appropriate resolution, they offered ****** points for not providing a hotel for an overnight layover due to their flight change even when they said they would be providing one and they also said I never showed which was not the case when I spent literally hours talking to agents to get my room  and was then given a room to share with a complete stranger.  On top of that they said they cant do anything about missing items since I didnt file it within 7 days but the reason I didnt file is bc I got Covid from their flight and got home and was sick and didnt unpack. I expect my items to not be stolen from my bag by my airline so I didnt think it was necessary to unpack right away when I wasnt feeling well. For all the issues this is not appropriate compensation nor it is a make good with a customer  I want everyone to know how they treat their customers  

   

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

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