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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:10/15/2024

      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.
      After linking my Skywards account to Bonvoy, the reciprocal points are not posting. While the team at ******** has been completely supportive, this does lend itself to finger-pointing by the companies, and to be left in the middle as a consumer.For this reason, I kindly request that you provide contact information for someone specialized in this department. So that I can share this with my contact at ******** and a direct coordination can be made. This will reduce unnecessary and excessive calls and emails to the ****************** air both companies.

      Customer Answer

      Date: 11/09/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/10/2024

      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 had a trip planned to go to *****, it was paid for and unfortunately when I got on the plane in ******* to head to ******* there was bad weather. Short story I never made it on my trip. I contacted Emirates many times in reference to this! I never wanted any money back but just my flight credit since it wasn't because of my negligence. They never helped resolve this issue!

    • Initial Complaint

      Date:10/02/2024

      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.
      I am writing to formally express my dissatisfaction with the handling of my baggage claim and the inadequate customer service I experienced throughout the process. Although I have accepted the settlement, I feel it is important to raise my concerns.After reporting my claim on March 13th, 2024, I was initially told the issue would be resolved within 30 days. However, the process stretched to over 100+ days, during which I was asked to provide unnecessary documentation, despite having already submitted the required proof of purchase receipts. This created undue delays and added frustration to an already stressful situation.Moreover, the settlement offer I received was far below my actual losses. I was compensated for less than half of the total value, which exceeds $3000. Despite my acceptance of this low offer, I feel it does not adequately reflect the extent of my loss, and I believe this outcome is ********* this was my first experience flying with Emirates, I am disappointed by the poor communication, extended delays, and insufficient resolution to my claim. I hope that by addressing this complaint, Emirates will take the necessary steps to improve its customer service and ensure that future passengers do not encounter similar issues.Thank you for your attention to this matter.

      Customer Answer

      Date: 10/26/2024

      Better Business Bureau:

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

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:10/01/2024

      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.
      Date of transaction: 30-August-2024 Amount paid to Emirates airline: CAD$ 3,662.Emirates airline did not provide half of the service. On September 21 they denied me boarding to the flight EK980 in ****** without any prior notification.I am asking Emirates airline to compensate me for $CAD4632 which is the price of the new one way air ticket I had to purchase from Turkish airline on September 21 to come back to ****** to return to work. This is because Emirates airline denied me boarding to the EK980 flight in ****** to ***** on September 21.I have contacted the customer service but one of the representative said Emirates will not refund me any money.I was denied boarding by Emirates airline on September 21 and was not able to take the flight EK980 that was scheduled for 18:20 from ****** to ***** and I had to purchase a new ticket from another airline to get back to ******. I was not informed that Emirates airline would be suspending my flight ticket for no clear reason not even before or after the flight from ****** to ***** and as of now I am not sure and since September 22 I have been looking into filing lawsuits against Emirates Airline. I paid CAD$3332 for Turkish airline tickets back to ****** after I found at ******'s airport my ticket was suspended. I also lost half of the two way ticket I originally purchased from Emirates airline because I was denied boarding to the flight to from ****** to ***** so I lost the flight from ***** to ******* as well which is about $CAD1200. I also spent another $CAD200 for extra transportation, fast track service, credit card interest to be able to come back to ****** and return to work on September 23.I have contacted the customer service but they are saying they don't have an answer and the airline will not return any money to **** am asking Emirates airline to compensate me for $CAD4632 and for traumas they caused us and need BBB's help to get them refund me this money to bring my ill old mother return to ******.

      Customer Answer

      Date: 10/28/2024

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

      Emirates airline has replied and in their answer they stated that they will no longer be accepting me on board with their Emirates flights. Please see the email sent by Emirates Customer Affairs attached to this message. They not only should refund me to compensate for financial and psychological damages but they also need to review their decisions because they acted based on some false feedback provided by flight attendant crew who argued over food and seat light but apparently they reported false information to protect their airline. I received credit card adjustments but that is partial of what I lost. I received refund for the Emirates return ticket (~$1100) that was the ticket refund for the flight I couldn't use due to deny boarding on the way coming back to ****** on September 21, 2024. With this, right now there is $1600 left that I spent on Turkish airline one way ticket to get back to ******* for a total of ~2700CAD plus the extra fees I paid for airport and transportation services.

       

        

      Sincerely,

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

      Customer Answer

      Date: 11/19/2024

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

      [Not only Emirates didn't compensate me they also blacklisted me based on some false report of a flight attendant who argued with me over contaminated water. I was able to get refund for the return (one-way) Emirates ticket that I could not use due to deny boarding. The remaining dollar amount which I had to pay to buy a new ticket back to ******* is $CAD1500. Not only the caused financial damage, but also they damaged our reputation and caused us mental distress throughout this journey. I think Emirates taking disadvantages of their name and brand by covering their human rights violations, specifically in flight EK242 on 09-Sept-2024 form ******* to *****, the behavior of flight attendants are just an example of poor customer service and abuse of power who filed complaints against with with some false feedback. I don't need to fly with Emirates once again and I only need the remaining compensation in full amount which is $CAD1500. The damage done should have costed Emirates much more than this to pay me back if I have had access to enough resources to file a formal complaint against them. I hope they can continue to run their business as well as ever but they ruined our family, vacation and plans. I am not sure where they can get away with that?!]

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:09/13/2024

      Type:Product Issues
      Status:
      Unresolved
      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 January 7th 2024 I purchased a one way flight from *****, ***** to *******, **** ******** for January 8th 2024 at approximately 7:35am. By 4:30 pm on January 8th 2024, I cancelled the flight and requested a refund via the app and by email. The charge to my debit card was $253.05 and Emirates only refunded $190.25 on January 12th. I have requested the remainder of my refund and Emirates has refused. A refund of $62.80 is still outstanding.

      Business Response

      Date: 09/17/2024

      Thank you for contacting Emirates.

       

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

       

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

       

      Yours sincerely,

       

      Emirates Customer Affairs

      Customer Answer

      Date: 10/07/2024

        The business did not resolve the issue at all or issue refund.  


    • Initial Complaint

      Date:09/06/2024

      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 traveled to ***** using emirates airlines. I decided to go with emirates airline rather than booking through Expedia, because emirates was cheaper. A decision that I would later regret. I received my travel details, but in regards to my departure time, it lacked whether it was am or pm. It stated that my time was 11:20, and arriving ***** at 7:50+ 1 day. With the plus 1 day, I assumed it was a pm flight, also the flight on Expedia was the same flight and it showed it was a pm flight as well. When I arrived to the airport at 9 pm, I was told that my flight was in the morning, and I had miss my flight. I was charged a no show fee of $400 per person and an additional fee for the cost of the flight, all which total $2995. I was told by the ticket agent, that this discrepancy happens a lot. I purposely feel that Emirates omit this information for personal gain. I was told that they use military time, but ****** in the ** where we use standard time. Furthermore no where on their website states that, besides why would such an important information be left out, whether military time or not. I feel like Emirates was negligent in leaving out such information and would like a refund.

      Customer Answer

      Date: 10/01/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/04/2024

      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.
      Hello Dear,They damaged my both luggages terribly and caused to lose lots of stuffs through the holes and broken lock. Then offer me $100 for everything and force me this is it. I sent several emails but they Ignore and basically disrespect me and my disability Issue. This is ridiculously unacceptable. This is one of my email to them and several more which I can provide later. Hello Dear Emirates Customer Service Team, I am writing to express my deep concern and disappointment with the way Emirates representative ********** or Emirates Customer Affairs, has handled my recent request for assistance, as well as the lack of response from ********** for a few months. As a passenger with a disability, I rely on airlines to follow the regulations set forth by the ********************************* (***) to ensure that my travel experience is safe, accessible, and dignified. Unfortunately, in this instance, I believe your airline has failed to meet these standards. Specifically, I have attempted to communicate with your team ********** but the failure to provide reasonable respond regarding luggage damages and not resolving my claim, despite my multiple attempts In the last few months. This lack of communication is unacceptable and appears to be a violation of the Air Carrier Access Act (****), which mandates that airlines provide prompt and appropriate responses to complaints from passengers with disabilities. As you may be aware, the **** also requires airlines to have a Complaints Resolution Official (CRO) available to address issues related to all passengers with disabilities receive fair and equitable treatment. Please be advised that if I do not receive a satisfactory response within a few days of this letter, I will have no choice but to escalate my complaint to the ********************************** ************************************** for further investigation. Sincerely, ******** **** ******

    • Initial Complaint

      Date:08/23/2024

      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.
      In August 2020, I purchased an Emirates airline ticket for a significant amount (over $1300), but due to the COVID-19 pandemic, my flights were canceled. Instead of reimbursing me, Emirates issued an open ticket, which I was told I could use for future travel.However, when I attempted to use this ticket on various occasions, I encountered numerous restrictions, including the requirement that it could only be used for the exact itinerary I originally booked (DMM to *************). This condition made it impossible for me to use the ticket for other routes, such as between ************ and other **** cities or between the **** and the ****Most recently, I planned to use the ticket for an upcoming trip in September 2024, which matched the original itinerary. Upon contacting Emirates, I was informed that the ticket had expired on September 23, 2023. At no point was I made aware of this expiration date, and I did not receive any communication from Emirates regarding the ticket's impending expiration.I have contacted Emirates multiple times to resolve this issue, but their response has been unsatisfactory. They asked me to file a complaint to have the ticket re-issued or to receive reimbursement, but their complaint website did not accept the ticket information I provided and it was not possible to file my complaint there on their website.Resolution Requested:- I request that Emirates either reimburse the full amount paid for the original ticket or - Re-issue the ticket or provide a voucher for the amount paid that can be used on any itinerary and destination of my choice, without the restrictive conditions previously imposed.This situation has caused significant inconvenience and financial loss, and I believe I am entitled to a fair resolution. I request your assistance in resolving this matter promptly.Ticket number: *** ********** Booking reference: ****** Emirates Skywards number: *********** Thank you for your attention to this complaint.

      Business Response

      Date: 09/09/2024

      Thank you for contacting Emirates.

       

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

       

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

       

      Yours sincerely,

      Emirates Customer Affairs

       

    • Initial Complaint

      Date:08/20/2024

      Type:Service or Repair 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.
      The issue happened today on 8/19/2024 when I completed booking online for the trip ******* round trip from Nov 28, 2024 to Dec, 23, 2024 and the price offered was $1702 which was acceptable to me, I entered credit card details and completed booking from my side and at the last stage, the error appeared that your booking can't be completed and email was also received that the booking could not be completed and I should call them to complete the same. When I called and at the same time tried to do it online again, the price was increased to $1887 which was a steep increase of $185 in a few minutes and I could not get the earlier promised price of $1702 and was forced to book at the higher price. The airline did not honor the price offered when I was not at any fault and they issued an unwarranted error that time. This happened to me second time in last couple of days when I completed the booking at my end and then got an error message that booking could not be completed. This is a predatory practice by airline that it offers lower price and when we complete booking at our end by entering the credit card and all other details, it issues error and then in a few seconds, hikes up the price. With technology, they can track which IP address is trying to book the ticket and then indulge in these kind of practices to cheat the customers by not honoring the price offered. This a breach of trust and a predatory practice. This is absolutely not acceptable as we are individual customers with hard earned money and have no power against these giant airlines who indulge in such predatory practices and cheat us. I would appreciate refund of $185 in this case as that was an extra payment extracted from me with an unfair practice by airline.

      Business Response

      Date: 09/04/2024

       

       

      Thank you for contacting Emirates.

       

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

       

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

       

      Yours sincerely,

                   

      Emirates Customer Affairs

                   

       

      Customer Answer

      Date: 09/05/2024

      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:08/15/2024

      Type:Product Issues
      Status:
      Unresolved
      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 concern and frustration regarding the flight credit I received for tickets originally booked (Emirates Booking # ******, Paid: $4025.04) in January 2024 for travel in March 2024. Due to an unforeseen family emergency, I had to change our travel plans and requested to use these tickets in January 2024. At the time, there was no availability for the four seats we needed within the necessary timeframe, and I was provided a credit to be used within one year.I recently attempted to use this credit, but I was informed that I would need to pay an additional $400 per ticket, totaling $1,600, plus the difference in the current fare compared to what I originally paid. This additional charge is essentially a penalty for using the credit that was already issued to ***** a hardworking individual supporting a family of four, this situation puts a significant financial burden on us. When I accepted the credit, I was not made aware of such a hefty penalty, and it seems unfair to be penalized further for circumstances beyond our control.I kindly request that you reconsider these additional charges, as they are disproportionate and place an undue burden on loyal customers. I believe there should be more consumer-friendly policies in place, especially in situations where the original change was due to an emergency.I would appreciate your prompt attention to this matter and look forward to a resolution that is fair and reasonable.Thank you for your understanding and consideration.Sincerely,********* ******* Cell # ************

      Business Response

      Date: 08/19/2024

      Dear BBB Team,

       

      Thank you for contacting Emirates.

       

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

       

      We invite the customer to write to us directly via this link.

       

      Yours sincerely,

       

       

      ******

      Emirates Customer Affairs

      Customer Answer

      Date: 08/19/2024

      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 are not even considering compliant from BBB. 

       

      Not sure, BBB has any power to resolve this complaint anymore.

       

       

       

       

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


      Sincerely,

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




       

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