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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:02/09/2025

      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 am filing this complaint against Emirates for their lack of response to my bereavement-related fare consideration request. As a loyal Emirates customer since 2007, I have booked over 30 trips, trusting Emirates for my travel needs. However, my recent experience has been deeply disappointing.Due to my fathers sudden passing, I had to urgently purchase last-minute tickets for myself and my husband, paying nearly twice the normal fare. I did not have the mental capacity to research airlines offering bereavement fares and chose Emirates, assuming they would consider my situation later. However, Emirates website lacks clear bereavement fare policies, and the only way to submit my request was through a generic complaint form.Around Jan 10, 2025, I submitted a request with all necessary documentation, including my fathers death certificate. On Jan 17, 2025, I received an email from Emirates Customer Affairs ************************************ Ref: ************************) stating they would provide a personalized response. However, despite weeks passing, no one has contacted me.When I followed up with customer service, I was told they couldnt look up my request or check its status. Instead, they suggested replying to the original emailyet this was a "no-reply" address, making it an entirely unhelpful response.I am extremely disappointed by Emirates' lack of response, compassion, and accountability, especially given my loyalty. If Emirates fails to respond within two weeks and issue a reasonable refund for both tickets, I will stop using Emirates entirely and switch to another airline for future ************** Details:******* ****: ****** | Ticket Number: *** ********** ****** **** ****** * Ticket Number: *** ********** I urge Emirates to handle this matter seriously and provide the consideration I expected when choosing to fly with them in my time of distress.

    • Initial Complaint

      Date:01/29/2025

      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 had a flight with my family tickets were confirmed and being printed they asked for our **** for ******** in the states which was strange but we did so they ticketing agents took my **** left the booth without telling us what our situation was and the supervisor made a whole scene that my **** is not valid that is the same **** accepted and granted by the official consulate of pakistan and my passport stamps are proof that I traveled with that only one **** in their consulate system we were told we wont board, told to reschedule they seperated me and gave me a very hard time without trying their efforts of verifying my info, they just didnt want to same supervisor came to my wife who was coughing with mask on since we are travelling with baby for safety purpose walked by her and said "put your mask on your scaring others" and this is the same supervisor who denied me and dissapeared where I had to run around looking for help we rescheduled at the booth in the *** for emirates. our original ticketing lady told us they lied and put us as no show i had to buy new tickets with late fee this was pure discrimination and just unprofessional. they made me look like a suspicious person in front of everyone when I had all the documents I went next day new supervisor gave him printed proof statement of incident that occur, he checked my **** and it was valid on his system. he claimed they will do investigation and get back to me, i gave all contact points no response i reported on the official site and they said I was denied for not having required documents yet they were printing our tickets thus meaning i can board and how can they deny boarding to ***** connecting flight for a foreign **** in the states ? isn't that breach of power or abuse ?

      Customer Answer

      Date: 02/24/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:01/21/2025

      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 purchased my ticket on 19 December, paid for 2 extra bags and seat selection.This morning 16 January I received animal from the airline with a promotion to upgrade to business class for $400/ticket.I clicked the link and and followed the instruction to upgrade my ticket and my wife's for only one leg of the flight SFO/******Everything was clearly indicating that I'm upgrading to business class.When I received the email for upgrading it showed that I was only upgraded to premium economy.I immediately filed a request online for a refund, I also spent around 8 hours on the phone with 6 different customer service representatives, one of whom was a supervisor.The supervisor promised that the transaction will be voided and I'll be refunded as a one time special ******** my horror my tickets were both cancelled of course with severe penalty, causing me to lose $4500

    • Initial Complaint

      Date:01/20/2025

      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.
      Booked two Airline Tickets to ***** On-Line on 01/14/25 8:00 PM, Departing ******* 01/17/25, with good faith of travel, but due to unavoidable circumstances had to Cancel the On-line reservation within 24 hours of booking on 01/15/25 at around 10:00 AM. Booking Reference # ****** . However, the Emirates Airlines would not honor the No Penalty Cancellations of On-Line Reservations Cancelled within 24 Hours and charged us $600 towards Cancellation fees ($300 Per ticket) and refunded the remaining. Our Departure Date was over 48 hours away and the Airlines could easily have Cancelled my Reservation. Also, while Booking there were no indication as to the 24 Hour Cancellation Policy not being honored or the Cancellation Charges being applicable before the 24 hour Cancellation Window.

      Customer Answer

      Date: 02/13/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:01/17/2025

      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 travelled from connecting flight EK 235 from ***** to ******* on 11 Jan ******************************** my own travel. The crew members just served only 2 hot drinks and told I'm not supposed to get more and not stable. I have no issues either and was good enough, but they refused to pay more liquor and ***** let manager to talk with me for denial. I never had this worst experience in any flights during my travel history of being an US citizen and moreover we pay more price on flight ticket with taxes and the crew restrict to give more than 2 drinks.

      Customer Answer

      Date: 02/11/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:01/03/2025

      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.
      Emirates Ref. ************************ 16 and 17 April ****** delayed over 4 hrs in ***** and due to this reason I have missed my connecting flight at ******* to ******* . I tried contacting emirates multiple times and they did not resolve this issue . All the other travellers were compensated with new ticket to ******* and I didnt get compensation yet . Please resolve this issue requesting refund for the connecting flight Thank you

    • Initial Complaint

      Date:12/26/2024

      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.
      On December 23, 2024, I booked a ticket with Emirates Airlines (Booking Reference: ******* Ticket Number: *************) for a same-day flight from *******, *******, to *****. I arrived at the gate on time and had checked in my baggage. However, I was denied boarding, and my baggage was not loaded onto the flight. Despite my presence at the gate, my ticket was incorrectly marked as a "no-show." The gate manager advised me to rebook or cancel the ticket through customer service, but when I contacted ********************************************, they refused to acknowledge the error or provide a resolution. I requested a refund under the ********************************** 24-hour reservation rule, which entitles passengers to a full refund if the booking is canceled within 24 hours. Emirates declined my request. I escalated the matter to my payment provider, ****************, but they were also unable to secure a resolution. The denial of boarding, the mishandling of my checked baggage, and the refusal to refund my ticket have caused significant inconvenience and financial loss. Desired Outcome:I am seeking: 1. A full refund of the ticket cost. 2. An explanation for the incorrect "no-show" status and the denial of boarding. 3. Compensation for the inconvenience caused by the mishandling of the situation. I trust the Better Business Bureau can assist in facilitating a fair resolution with Emirates Airlines.

      Customer Answer

      Date: 01/20/2025

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

      [Your Answer Here]

      Subject: Update on Complaint ID ******** Against Emirates

      Dear BBB Complaint Services,


      Thank you for your follow-up regarding my complaint against Emirates Airlines.
      I would like to confirm that I have not received any direct response from Emirates Airlines regarding my complaint. Emirates has neither addressed the issue of the incorrect "no-show" designation on my ticket nor taken responsibility for processing my refund.


      Key Details:
      Transfer of Responsibility to **************** Travel:
      Emirates has stated that since my ticket was purchased through ***********************, they are unable to process the refund directly. They have directed me to **************** for resolution.
      Failure to Address "No-Show" Designation:
      Emirates has failed to acknowledge the incorrect "no-show" status on my ticket. I arrived at the airport on time, completed online check-in, and was at the gate prior to the flight's departure. Their operational failures, including unstaffed counters, prevented me from boarding. Despite providing evidence, Emirates has not taken responsibility for this misclassification.


      Current Status:
      Emirates has deferred all refund responsibilities to ****************, and **************** has not yet processed my refund, citing a lack of cooperation from Emirates. This back-and-forth between the two entities has left my complaint unresolved.
      Request for Assistance:


      I kindly request BBBs assistance in holding Emirates accountable for their actions, including:
      Acknowledging the incorrect "no-show" classification caused by their operational failures.
      Collaborating with **************** to ensure a full refund of $3,848.73, as I was denied service due to no fault of my own.


      Thank you for your attention to this matter. Please let me know if additional information or documentation is required to support my case.


      Best regards,
      ********** *********
      ****************
      ***************
      ****** ***************
      ****** *************************** 

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:11/08/2024

      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.
      4 April 2024 I made reservations on Business Class with Emirates for 25 Sept. 2024 for flights ******* to ************, ************ (**). As a service they asked if I would like their ************ which has an associated cost. This service provided limo service from home to airport. The flights coincided with a safari land package starting 28 Sept.-1 Oct. SA. The Sept. 25th reservations confirmed on *** ***** *******-************ *******) to include the requested and confirmed limo service with ********* (their ************). On 22 Sept. I had called Emirates and confirmed both flight and limo service. On 23 Sept. I received confirmation from ********* for 25 Sept. pickup from home to *************** with pickup time of 1855. 25 Sept. limo pickup arrived approx. 1910. Arrived at *************** at approx. 2015 Went to check in with Emirates but the Check in counter was closed. Through the Information Desk at the airport, I found out that the flight (EK220) had boarded. I missed the flight. Emirates was able to get me on a flight on 27 Sept EK220. Due to the missed flights I missed two nights at ********************** which my travel agent calculated (see below) to have cost me $3448.00 (**). From the ************* ***** Destinations: Total cost of land package $105494.00 Following is a summary of my missed services in ************ AMOUNT 2 nights at ********************** $3,448.00

      Customer Answer

      Date: 12/03/2024

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

      [Your Answer Here]

       Emirates Airlines have contacted me a couple of times asking me for the same information over and over again. I keep responding that I have given them all the information I have. Specifically they have asked me for my travel receipts showing the cost of my land package from which I occurred a financial loss of $3448.00. I have provided them what receipts that I have from my travel agency that made the relevant reservations.  I am believing that based on their responses, that they haven't even read what I have providing them.

      I recently wrote, via e-mail, their Customer Affairs & Service Audit of the Emirates Group Headquarters P.O. ************************** Emirates (e-mail ********************************************* emphasizing that everything I have has been provided per their request. I also emphasized that this whole issue was based on a simple mistake by their ************* which the airlines scheduled, that picked me up at a time too late to make my scheduled flight on 25 Sept.

      Thank you for your assistance with this matter.

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

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

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

      *** ************ 

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:11/04/2024

      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 am writing to express my extreme disappointment with my recent reservation of a business class flight with Emirates.Shortly after booking my flight (confirmation#: ******), I discovered that several competitive airlines were offering superior services at better rates. I promptly called Emirates to cancel my reservation, only to be informed that cancellations are not permitted within a week of departure. This policy was not clearly communicated at the time of booking, and as this was my first experience with Emirates, I was unaware of such restrictions. I have always encountered a 24-hour cancellation policy with other airlines, which I found to be more accommodating.Additionally, I was disheartened to find that, despite flying in business class, I was not granted access to the business lounge at *************. This was a significant disappointment, as lounge access is a key benefit I expected when booking a business class ticket. While I did appreciate the onboard service, I found the meal timings and limited options to be lacking, especially when considering the higher ticket price. In contrast, I noticed that Qatar Airlines offered a similar itinerary with first-class lounge access, an upgrade on the second leg of the journey, and on-demand meal options at even better rates.Overall, my experience with Emirates fell short of my expectations, particularly in light of the competitive offerings from other airlines. I hope you take this complaint into consideration. Thank you for your attention to this matter.

      Customer Answer

      Date: 11/29/2024

      Better Business Bureau:

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

      Sincerely,

      **** *******

    • Initial Complaint

      Date:10/15/2024

      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.
      Ticket # ************* I booked a flight from *** to *** on Sep 2, arriving Sep 3. Originally, I had around a 5 hour layover. My flight was changed by emirates to sep 3, arriving sep 4. The new layover was 15 hours+. I missed a wedding because of the airline cancelation! Between the flight change and my departure date, I received several emails with alternate options to change my flight. 3 times I called Emirates, I would spend over an hour to which they would inform me that the flight is no longer available even though I had just received the email! I wasted a lot of time with poor quality of customer service. The 15 hour layover disrupted my entire sleep schedule. I was never offered any vouchers or compensation for hotels, food, or transportation. I want to be compensated with a 100% refund for my flights, and additional expenses incurred in ***** (Hotel, transportation, Food, essential supplies which were in my check in luggage (Socks and a prayer mat). If I am not fully compensated, I will take this up with a formal complaint through the Better Business Bureau and will use my online social platform to raise awareness on the low quality experience that your alleged prestigious brand pushed to the world. FYI, I am the founder of *************, the largest Arab social and professional organization in ******* which has one of the largest Arab population in the **. I don't see a place to upload receipts and when requested I am ready to provide full documentation. Total expenses incurred in USD $1384.85 Flight: $927.66 Hotel: ****** Food: $93.88 Transportation $72.93 Essential Items: $104.83

      Customer Answer

      Date: 11/09/2024

      Better Business Bureau:

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

      Sincerely,

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

    Emirates is NOT a BBB Accredited Business.

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