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:04/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience from April 1st 2024 ..Been flying Emirates for 23 yrs. The day l was scheduled to take off at 2245, something came up and decided to reschedule my flight. While in a foreign country, l called them at 10am thats 12 hours before take off. Went to the emirates website searched for a customer inquiry number.. l called and the number was not going through.. tried so many times, l even took a video making the call. Next morning l even called their Embassy and they tried the number also and did not go through..Emirates did not care still getting charged with no show fees. I decided to go to the airport to find out of there was another number to call. The staff in that country gave me the same nonfunctional number.. 2 other foreign nationals were at the airport in tears.

  Customer Answer

  Date: 05/03/2024

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

• Initial Complaint

  Date:03/27/2024

  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 reached out to Emirates regarding an existing case ***/X/AK/100124/7982977 and was told they would provide compensation for a stroller damaged on a flight from ***** to ********. Emirates is offering to pay $70 for the stroller. The $70 being offered is roughly half the amount of the cost of the actual stroller. The original cost of the stroller is 499 MYR (********* Ringgit) which works out to about $140 CAD based on today's exchange rate. A metal handle that baby needs to hold on to on the stroller has broken off making the stroller a hazard to baby and unusable altogether. We cannot use the stroller with a piece of sharp metal right in the face of our baby. As mentioned this stroller was damaged on a flight from ***** to ******** by Emirates baggage handlers so we are expecting full compensation for the stroller. Emirates has provided $70 but I am seeking the remaining $70 to purchase a new stroller to replace the unusable one. Please assist.

  Business Response

  Date: 03/30/2024

  
  Greetings from Emirates!
  
  We are in receipt of your email below, however data protection and privacy regulations prevent us from sharing our responses dated 18 January,  13 February, uptown 6 March 2024  with your office.
  Rest assured, we have explained the findings of our investigations and responded appropriately to the passenger mentioned below.
  
  Sincerely,
  
   *****
   Customer Affairs ******** ***** Americas
  
  
  
   

  Customer Answer

  Date: 04/01/2024

  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:

  [Your Answer Here]

   I reached out to Emirates regarding an existing case ***/X/AK/100124/7982977 and was told they would provide compensation for a stroller damaged on a flight from ***** to ********. Emirates is offering to pay $70 for the stroller. The $70 being offered is roughly half the amount of the cost of the actual stroller. The original cost of the stroller is 499 MYR (********* Ringgit) which works out to about $140 CAD based on today's exchange rate. A metal handle that baby needs to hold on to on the stroller has broken off making the stroller a hazard to baby and unusable altogether. We cannot use the stroller with a piece of sharp metal right in the face of our baby. As mentioned this stroller was damaged on a flight from ***** to ******** by Emirates baggage handlers so we are expecting full compensation for the stroller. I reached out to the stroller manufacturer and they do not sell the handle on its own unfortunately. Please assist.

   

   

   

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

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

• Initial Complaint

  Date:03/26/2024

  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 have been an Emirates customer for more than 15 years. I always take my trips using Emirates Airlines. However, I went through a terrible experience lately and would like a resolution. I had planned a trip to ***** Starting February 28th, 2024 until March 12th, 2024 (itinerary #: ******). Due to political and civil unrest in *****, I had no choice but to cancel my flights as roads were literally blocked and we could not travel within the main borders of Northern *****. In doing so, I was charged a 300-dollar cancellation fee for each passenger for 3 passengers. Why was this my fault when I gave adequate time in cancelling, not even the day before, for a civil unrest situation that made it very unsafe for me to go? Can someone please assist? Thank you very much.

  Business Response

  Date: 03/28/2024

  Dear Sir/ Madam,

   

  Thank you for contacting Emirates.

   

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

   

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

   

  Yours sincerely,

   

  *****

  Emirates Customer Affairs

  Customer Answer

  Date: 03/29/2024

  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:

  This is the direct person you are talking too. However, I did click the link and submitted my complaint online. I am rejecting this complaint for now and will update this complaint after Emirates reaches out to me. Thank you. 

   

   

   

   

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

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

  Business Response

  Date: 04/15/2024

  Dear Team,

   

  Thank you for contacting Emirates.

   

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

   

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

   

   

  Regards,

   

  ******

  Emirates Customer Affairs

• Initial Complaint

  Date:03/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 16th, 2024, I purchased a fully-refundable booking from Emirates via their web site for CAD$8263.59. On March 20th, 2024, I cancelled that booking and was issued a refund of only CAD$8260.69. This is CAD$2.90 less than what I paid. At no point during this entire process was I told that the refund would not be full. In fact, I was told the refund would be full. This is very deceptive.

  Business Response

  Date: 03/27/2024

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

   

  Dear Sir/ *****, 

   

  Thank you for contacting Emirates. 

   

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

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

   

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

   

  Yours sincerely, 

   

  ***** 

  Emirates Customer Affairs

• Initial Complaint

  Date:03/13/2024

  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 flew from ****** (***** Airline) with a connecting flight at **************** (Emirates Airline) to ***. I had to check in 2 of my bags. Upon boarding to Zrich, I was told I had to check in my carry on because it is too big to fit in the cabin. I arrived in ***, waited almost 2 agonizing hours in the carousel, only to find out my luggages were left in Milan. I filed a complaint at *** ******* Services, 2 days later my luggages were delivered. Upon inspection of the inside, my Louis ******* bag (pouch) and the $100 gift inside my birthday card was STOLEN. I called several times and only thing I was told is to file a claim online which will receive response in more than 25 days. I cannot believe this would happen since Emirates has a good reputation.

  Business Response

  Date: 04/05/2024

  Dear Sir/ Madam,  

  Thank you for contacting Emirates. 

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

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

  Yours sincerely,  

  ***** Emirates Customer Affairs

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a ticket for my daughter **********. This was a classic reward booking meaning i used her skywards miles to pay half the price of her ticket. The plans changed and I wanted to change the itinerary. However it required to have extra miles on my account to get it changed due to fare difference. I did not have the extra miles so I contacted Emirates and asked if i get this ticket refunded will i get the miles back? If yes, can i use those miles to purchase a new ticket using cash+ miles deal. I was informed I can do it and was asked to continue i will have to submit a refund request for my original ticket. I did so only to know that I cannot book a new ticket. I am with no ticket at the moment with a loss caused to me due to a charge associated with my refund request. Emirates asked me to wait till monday when they will restore my original booking. However i need to make my plans. I was promised something. I spent two hours with emirates to get a new ticket issued, missed a paid meeting with a client to get this sorted only to know emirates has messed it up. I contacted emirates 6 hours after the incident to help me out and now emirates alltogether have denied its mistake and ended the live chat without any courtesy. I have whole chat and phone call recorded in my phone which i cant upload here. However i am uploading a few excerpts.

  Customer Answer

  Date: 03/06/2024

  Better Business Bureau:
  
  No response  has been made yet by the business in reference to complaint ID ********. However, they have reissued my original ticket. No apologies were extended due to rude behaviour of their staff. Nevertheless, atleast I have gotten my tickets back
  
  Sincerely,
  
  ********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/16/2024

  Type:Order 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.

  Paid for four passenger tickets with Emirates on May 7, 2023 each ticket at a cost of $1439.00 insurance paid at the price of $904.00. Flight on September ******* was rescheduled to February 23, **** on September 5, 2023 but when checked for confirmed flights on February 15, **** no tickets were found.

  Customer Answer

  Date: 02/16/2024

  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:02/06/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I understand that the standard policy is for a 7 kg carry-on limit, it was disheartening to experience inconsistencies during my recent journey. On the same flight from *** to ***** on December 2nd, my wife and I carried personal item bags without any issues. We had a layover in ***** for 12 hours, during which we were not questioned about our carry-on items. However, on our subsequent flight from *** on December 24th, we encountered difficulties despite the policy being applicable to our previous flights. Moreover, I would like to emphasize that the most distressing aspect of this ordeal was the alleged request for a bribe right before boarding. This occurred under time constraints and intense pressure from multiple Emirates agents. It has left us with a deeply unpleasant experience and a sense of being unfairly targeted. Just as a reminder the bribe amount i was asked for as roughly ***** - ***** rupees which converts to roughly 300 USD, this is equivalent of 2 23 Kgs additional check-in bags. Considering we faced a 14-hour layover in ***** on December 24th, following our journey from ***, we encountered a predicament when our laptops and electronics were weighed as part of the carry-on baggage process. This left us without essential items necessary for our layover. It raises a question: why include laptops and chargers in the baggage policy for a 7 kg limit when laptops alone can weigh up to 3 kgs. It's worth noting that I wasn't questioned about my laptop bag in addition to my carry-on luggage during the flights from *** to *****, ***** to ***, and again from ***** to ***. The inconsistency in the enforcement of policies, particularly during the *** boarding process, has been a source of frustration. My primary concern at this point is the loss of extremely valuable and sentimental items that were left behind due to the unexpected situation. These include items like a Chanel makeup bag, a custom leather toiletries bag and other items, both of which hold significant personal and financial value. I seek clarification on how Emirates plans to address and compensate for this unfortunate loss.

• Initial Complaint

  Date:01/16/2024

  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.

  Good day, I am extremely upset with the service I am receiving from Emirates. I have traveled to 4 countries within the past 2 years. Last year, I traveled to Zanzibar (booking id ********$ and I scheduled my vacation through emirates vacations and they had me scheduled to land in an airport that was 4 hours away from my hotel. I contacted emirates about transportation prior to my scheduled trip and the representatives never informed me that I was landing in an airport so far from my hotel. I was told to schedule my own transportation, which I did, and was not informed until my day of departure that I was not landing in the correct airport. I contacted Emirates vacation and the representative blamed me for this error. I am not familiar with the destination. How would I have known? My flight had an emergency landing in *****, which caused me to miss my connecting flight. Upon arrival in ******** was able to explain my situation to a representative in the office, who was able to book me a flight with Flydubai to land in the proper airport. However, going home, I was forced to find my way my own way back. Emirates did accommodate me. I missed a days vacation, plus I had to pay for 2 flights from Zanzibar to *************, at my own expense. Now, today I contacted emirates vacations to have my flight changed to the following day because we are enjoying our vacation. Booking #********. The representative I spoke with stated that their are only premium economy seats left and it would over $1000 to have my flight changed. I checked online and their were plenty economy seats left. The representative was not honest. I contacted emirates and representative confirmed that I was correct, but not able to change because I booked my package via Emirates vacations. Based on my experience last year, I vowed I would not travel emirates. However, I decided to go against my vow and Emirates has truly disappointed me again! I am extremely upset.

  Business Response

  Date: 01/19/2024

  Thank you for contacting Emirates.

   

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

   

  We invite the passengerto write to us directly via this ****.

   

   

  Regards,

   

  *******

  Emirates Customer Affairs

   

   

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally register a complaint against Emirates concerning my recent experience with Booking Reference: ******* On December 25, 2023, I had a confirmed flight from ****** to ******* with a stop in *****, departing at 22:15. Unfortunately, the journey was marred by unexpected **** issues upon check-in at the Airport, despite arriving at the gate 2 hours prior.I contacted Emirates customer service to address the situation promptly, seeking a ***** destination change instead of *******. The purpose was to utilize the Business upgrade promotion, a $2,600 investment explicitly made for our journey's ****** to ***** leg. Regrettably, despite spending over 40 minutes on the phone with a customer service representative, there was a significant delay and disorganization in effecting the necessary change. This delay, attributed to the customer service representative's inefficiency, resulted in us missing our flight.Upon inquiring about rebooking, we were informed that additional charges would apply due to being labeled as no-shows. Despite our timely arrival, check-in, and attempts to rectify the situation promptly, these charges were imposed on us.My efforts to secure a refund for the Business upgrade fee have been met with a denial from Emirates. Subsequent research reveals that this issue is not isolated but is a recurring problem for other customers. I am concerned about the recurring nature of this problem and suspect unethical behavior. It seems the customer service agent handling my case may have deliberately delayed the process, potentially to reap additional fees from rebooking, change fees, and other associated costs.Given the circumstances, I'm requesting a refund of the $2,600 paid for the upgrade. I have attempted to resolve this matter directly with Emirates, but their response has been unsatisfactory.I believe the intervention of the Better Business Bureau is essential to address this issue and ensure fair treatment for consumers.

  Customer Answer

  Date: 02/07/2024

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