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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/15/2024

      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.
      I flew Emirates from *** to EWR on 2/20/24. My suitcase was damaged when I retrieved it at baggage claim. I have photos of the damage as well as date and timestamp of when the photos were taken. The baggage office in the terminal was not open due to not having enough staff because of this I was not able to speak to someone from Emirates. I included the price of the suitcase online asking for full compensation. I was emailed and offered $80.00 for my $599 suitcase. I told the representative over email that $80 doesn't cover the cost of my bag. I should not be penalized for no representatives being present in the baggage terminal. After that, there was no response. I tried emailing and even calling again being reassured that someone would email me to follow up. I am seeking compensation for my baggage. I am including the cost of the suitcase and the damage. It's been five months and Emirates had more than enough time to do the right thing.

      Customer Answer

      Date: 08/09/2024

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

      They offered me $150 dollars for my loss which I explained was not sufficient. Due to the cost of my suitcase, I requested to receive $350 even though my suitcase was $600. I received no response to my response. When I emailed again, the representative said they received no reply from me, so I forwarded my original response. It has been a few days and I still have not heard a response from them. It is completely unprofessional how this situation has not been handled and has been going on since February. 

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:07/10/2024

      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 am asking for a refund for 4 seat selections since we are not able to travel due to my husband getting sick. We are scheduled to leave on 7/15. Their terms and conditions list serious illness, my husband has a slipped disc pressing on his nerve that he can't even sit for an hour nor 10 hours. I tried calling emirates and asked for assistance. but was given the standard response.I am not asking for the $300 per person cancellation X 4. I am asking for the extra fee I paid for the seats I chose for there and back $750. At this point maybe I should be asking for the $1200 as well since it is a serious illness and some how they dont understand that illness = medical.

    • Initial Complaint

      Date:06/20/2024

      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.
      Hi, I paid $3649 for the original tickets as you can see and receipt from May 15, 2024 to June 5, 2024 then return flight my mom got sick. She need to come back they called. Im rescheduled the flight from May 28, 2024 to come back to ************** representative wasnt speaking good English took extra money from my card without my permission. We already paid $3649 for the tickets. and they delayed the ticket from the May 28 2024 to May 29 2024 the next day fly to leave we did not get what we paid for then flight left on May 29 2024 got to *********** *******. They didnt live everyone out for four hours and the plane after 16 hour flight my mom was sick and my sister is sick. Then pilot took the same plane to **************. My mom and sister connecting flight to ************** left them because of the Emirates delay to the airport. I had to book them a different flight. My sister got sick and ****** of all the delays and now shes in the hospital still in ******, *****. Hospital. I only have to book my mom a flight with American Airlines had to pay with my card for her to come to ************** so all this misery and stress and lies, and the service wasnt received from this company. I didnt authorize them to take extra money from my card thats fraudulent as you can see all the documents I sent. I will send you a video and the address the hospital my sister still at because all this miserable flights and delays lost The luggage also there was a report I filled as you can see in the uploaded documents and we had to pay for Uber and hotels because of there delays and departing to a different airports and missing our connecting flight to pay out-of-pocket then make new tickets please. I need your help. Thank you so much. Any other documents you need let me know please

    • Initial Complaint

      Date:06/06/2024

      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 showed up to airport, agent sent us back, said he would put notes in our file, called to reschedule ticket to another day, phone agent said there is no notes in file they will charge no show fee. Paid no show fee because they wanted me to wait days and days for a response to figure out how to get in contact with their employees in the ***************. Now i need a refund because i did. in fact show. Im sure this attempt is useless as all my other attempts since they wont even let you speak to a supervisor but i will keep going until someone from a higher level calls me back! But i know the answer Ill get here Thank you for contacting us. Due to privacy reasons and in accordance with our operating policy, we are unable to discuss the details of a passengers booking or travel experience with another person except the passenger.

      Customer Answer

      Date: 07/01/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:06/03/2024

      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.
      Departure date17 May 2024 Departure airportDubai Arrival airportChicago Flight number**** Ticket Number************* Denied Wheelchair Assistance for Elderly Passengers at ****************************: I am writing to express my extreme disappointment and frustration regarding the lack of wheelchair assistance. We had specifically requested for wheelchair assistance due to the passengers' age and language barrier (they don't speak English). Unfortunately, our experience fell far short our expectations. Details of incidents: * Location: **************************** (main terminal for B1 immigration, check-in and baggage recheck) * Issue: Despite our request, the elderly passengers did not receive the necessary wheelchair assistance * Consequence: The elderly passengers endured a challenging experience which placed enormous stress on them and they almost missed the connection flight. As passengers, we rely on airlines to provide essential services, especially when dealing with vulnerable individuals. The lack of proper assistance not only inconvenienced our travel plans but also put the well-being of these elderly passengers at risk. I already submitted complaints in Emirates portal but no response received so far. This is really frustrating and causing mental trauma.

    • Initial Complaint

      Date:06/03/2024

      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.
      Hello,I filed a complaint against justfly for a fraudulent charge on my account, and justfly states that I have to contact Emirates as their policy does not allow refund. Here is the complaint number from bbb against justfly ********. My card was fraudulently used to make a flight purchase and Emirates refund policy refuse to release this fraudulent charge back to justfly. I did not make this purchase and this need to be resolved.

      Customer Answer

      Date: 06/30/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:05/30/2024

      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.
      1. The airline refused to fully refund us our money for our unused tickets resulting from its own refusal to board us on a flight #** from ***** to ****** on May 13, 2024. 2. The airline refused to fully refund us our money for our unused tickets resulting from its own refusal to board us on a flight #** from ***** to ****** on May 14, 2024 despite its employees prior assurance, which was supported by information posted on its website, that the second route through *********************** did not require our transit *****

    • Initial Complaint

      Date:05/24/2024

      Type:Service or Repair 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.
      I have filed two separate formal complaints via Emirates Airlines but they have yet to respond to either one. First date: April ***** 2024: they cancelled our flight completely and didnt even tell us it was cancelled. Then I rebooked it and then they were 3 hours delayed and they guaranteed us that we would be on the next flight regardless but we were to fetch for ourselves without any support or guidance. Finally I found people that knew people but had to wait in the airport for 14 hours with toddlers and families. After we arrived they guaranteed us that our luggages were on the aircraft we were on but to only find out that they were all missing. I had to be on the phone with people trying to call and figure it out for days! Then I hired ANOTHER taxi to pick up my luggages -we had 9 luggages so it was VERY expensive! They have yet rectified the situation! Then all of our luggages had damages and even the handle is coming off of it. I have reached out but I am not getting anywhere! Second date: May 15, 2024: worst cabin crew experience ever! Customer service was the worst on this flight and previous fights but especially this one. I literally heard the air hostess yell at a passenger, very disappointing to see especially when this was supposed to be a luxury flight on top of everything my daughter got food poisoning on the flight. She only ate the food on the plane and she was vomiting and everything. I am amazed that people can be so careless especially handling foods for toddlers!

      Business Response

      Date: 05/28/2024

      Thank you for contacting us. Due to privacy reasons and in accordance with our operating policy, we are unable to discuss the details of a passengers booking or travel experience with another person except the passenger/s. Passenger may log her concerns separately via this link. Shulini Emirates Customer Affairs

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

    • Initial Complaint

      Date:05/21/2024

      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.
      This is a FORMAL COMPLAINT about the DISGUSTING EXPERIENCE about the flight with the Emirates.I have never seen such a CHEAP QUALITY service! The first time when I request for a bottle of water, I was told that none is available and they could bring only water in cups! When I requested to speak to a supervisor, the flight attendance brought me one bottle of water. After several hours, I called the flight attendants SEVERAL TIMES, requested for a bottle of water and I was told that none was left but after a few minutes I notices that another passenger received a bottle of water! You must understand that on a long flight that takes about 15 hours and many passengers kept coughing and sneezing, it is not healthy to serve the water without the bottle!First of all, even on the Economy cabin, passengers were being served incorrectly! Each time, it took more than half an hour after starting the meal service in the Economy cabin to receive my meals! The first portion of the meals was EXTREMELY SPICY (HOT with lots of Pepper!) and I tried some of it but since I have severe digestion issues and am allergic to SPICY food, it had a very bad effect on my digestion system and when I tried the salad, SHOCKINGLY, it was EXTREMELY HOT (With Pepper!) I could NOT even take it! When I called the flight attendants and mentioned to them about the meal that could not be taken, I was told that they did not have any thing else (without pepper or other spices available! and they only offered to bring more puddings!)If you advertise serving meals on the website, YOU ARE OBLIGATED TO SERVE STANDARD (NON SPICY) Meals as well. The only options were VEGETERIAN and NON VEGETERIAN and the flight attendants said that the VEGETERIAN FOOD WAS ALSO SPICY!After several hours I spoke to another flight attendant and she told me that SINCE THE MAJORITY OF THE PASSENGERS ON THIS FLIGHT WERE INDIANS, THE AIRLINES WAS TRYING TO GO BY THE INDIANS TASTE WITH THE SPICES! THIS WAS DISGUSTING!!!

      Customer Answer

      Date: 06/15/2024

      Better Business Bureau:

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

       

      I have even contacted the BBB, left a message with a representative but have not heard back the BBB either! 

      Sincerely,

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


    • Initial Complaint

      Date:05/21/2024

      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.
      Emirates Airline lost my carry on luggage with possessions valued at $2900. I want my carry on recovered.

      Business Response

      Date: 05/22/2024

      Due to privacy reasons and in accordance with our operating policy, we are unable to discuss the details of a passengers booking or travel experience with another person except the passenger/s. Passenger may log his concerns separately via this link.

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

    Emirates is NOT a BBB Accredited Business.

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