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:01/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delayed luggage runaround. I had a flight with United from ******* to *************, ************* to *********, and ********* to *******. Due to a delay, United rerouted the final leg of my trip to Emirates. When I got to *********, I checked in at Emirates and was assured THREE TIMES that I wouldnt need to check my bags in again, and that United had agreed to transfer them to Emirates themselves.That turned out to be a lie. The bags never made it onto a plane to ******* and instead were sent back to *************, only to be sent back to ********* where as far as I can tell, they are now lost.I was told to look for Emirates baggage personnel on landing, but was completely unable to find any. Since then, I have called Emirates 6 times, usually just being told to contact United, and that my bags that were supposed to be on THEIR plane were Uniteds responsibility.Yesterday I was told that they opened a ticket for me and that the Emirates staff in ******* would call me within 12 hours. That never happened, nor was I given a ticket number. I called again today and they REFUSED to help me without the ticket number, and were unwilling to look it up any other way. Instead I was made to open a NEW complaint, which was ALSO emailed to the airport which is supposed call me within this 12 hours. I specifically asked the agent on the phone with me FOR the complaint number and he refused. He told me the baggage staff would have the complaint number and just to wait for them to calljust like yesterday.But I dont want to wait for a call that isnt going to come. I SHOULD have access to my own ****** complaint number that THEY insist on asking for when I call back.I want my luggage. End of story. I want Emirates and United to quit telling me back and forth to call each other. It seems Emirates is terrified of taking BASIC responsibility. Theres a good amount of my property in those suitcases. Ill keep crawling up Emirates *** every day until I get it back.

  Customer Answer

  Date: 01/12/2024

  Better Business Bureau:
  
  After being run around by both Emirates and ****** it has finally come to light that the ***************** itself along with United were indeed failing to actually get my baggage to the flights as scheduled on repeated occasions.

  However I would like to note that Emirates customer service representatives still as an apparent matter of practice outright refuse to give complaint/reference numbers out to the people actually filing the complaints, and that is not only incredibly shady, but absolutely crippling for people looking to resolve issues with them.

  All the same, my former complaint is resolved. I apologize for wasting so much energy on Emirates over what turned out to be Uniteds absolutely consistent failings.

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

  
  

• Initial Complaint

  Date:01/10/2024

  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.

  On November 23, Emirates airlines completely destroyed the largest suitcase of three piece set. Upon retrieving the bag from baggage claim, I noticed and notified Emirates staff. The staff agent confirmed the bag was new (never used) and matched my other pieces. I was informed to contact an office regarding next steps, but Ive been given mixed messages and the run around. Meanwhile, I confirmed I couldnt purchase the single large piece so I acquired a replacement set (same brand and quality) for $525 while waiting for a someone to contact me. This was because I needed a matching set for my international trip on December 20th. On December 7th after not being able to reach anyone by phone or hearing how to proceed, following: 1.) dimensions of damaged luggage Exterior Dimensions | 30" x 19" x 12"2.) a copy of the damage report/claim 3.) photos of the damaged luggage 4.) proof of the replacement cost $525 USD (order confirmation and credit card statement) 5.) itemization and proof of additional expenses associated with this claim $375 usd After submitting this information, I waited a month and was told it was closed and theyd have it reopened. Now, Im being told they do not restore customers to their pre-loss state (a matching set) nor will they reimburse for the cost of the piece damaged without the original receipt of the item. However, this was not mentioned or requested until I pressed ******* to understand how could an airline of this caliber expect customers to use mismatched pieces when the set was brand new and damaged by them and provided proof that the bag damaged costs $275 usd plus tax as a single piece. In addition, their records should reflect I paid for an additional checked bag that I had to purchase to transfer the items from the damaged bag into! It seems unethical that I am left with the cost of replacement, the temporary replacement and additional checked bag fee when this was completely Emiratess fault. ********** **********

  Customer Answer

  Date: 02/05/2024

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

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booking Code: ******, Flight: *****, Itinerary: ***-*** (Sept 10, 2023)Dear BBB Complaints Department,I am filing a formal complaint against Emirates for the significant inconvenience and property damage I experienced during my flight EK206 on September 10, 2023, with booking code ******.Issue:During this flight, my checked luggage, a plastic suitcase, suffered a substantial fracture, resulting in a tear that caused my clothes to spill onto the luggage carousel upon arrival at ***. This incident has left me deeply dissatisfied, and I seek resolution.Inconvenience:Property Damage: The fracture in my luggage has rendered it practically unusable, leading to the financial burden of replacing it.Steps Taken:I submitted an online complaint on Sept 25, 2023 and 2 follow-*** with reference *********************** but received no response. Additionally, I made three phone calls over 105 days, but no actions have been taken, and the issue remains unresolved. Everytime i call, they tell me the same thing:"wait".Their policy states that it would take them 30 days for them to resolve the issue but it has been 105 days and they haven't even responded yet.I appreciate your prompt attention to this matter and look forward to a resolution.

  Customer Answer

  Date: 01/20/2024

  Better Business Bureau:
  
  The business has reached out to me in reference to complaint ID ********, and has refunded me with 50% of the cost I claimed. I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/08/2024

  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.

  Ive been having the run around with Emirates since purchasing a COVID ticket with them from the ** to ******** in January 2022. Ive called customer service a few times and have been told at least three different things about whether or not this ticket is transferable. On top of that, I was marked a no show for the flight, when I was there, I had my paperwork, but their staff at the last minute told me I needed my COVID paperwork printed out(not on my phone). They made me step out of line to go elsewhere in the airport and print it and by the time I came back, had shut the doors for the plane and I missed the flight. I was not a no show, I was there and its their fault I missed it. On top of this, to reuse the ticket, I still have to pay the difference in fare PLUS a $600 no show fee. And then the ticket cant be used for any other destination. Just despicable. So disgusting this is how Emirates does business. No ******** or even African airline does this. On top of this I do feel I was discriminated against as my final destination was an African country and we know how they feel about ********; its racism through and through. Emirates has no ethics and its just been horrific customer service from that day and ever since. I am never ever flying emirates ever again, literally this is the worst airline and Ive traveled on several around the world (including their regional competition like Saudia, Etihad, ********* etc), but this absolutely takes the cake for worst treatment. So unprofessional and I hope BBB and US Congress will investigate their unethical practices. I am requesting a full refund for my entire ticket ($1,073). It is the least they can do for me after all of this nonsense the last two years.

• Initial Complaint

  Date:01/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: **************************** and Misinformation Regarding Flight Cancellation To The Concerned Authorities of BBB,I express dissatisfaction with Emirates Airlines' service for canceling my recent flight (booking reference ******, electronic ticket - *************) on Dec 22nd, 2023, between 7-8 PM EST.The 1st customer representative provided misinformation when we reached out to customer support through their support line, resulting in a shocking level of incompetence. Despite our intent to cancel the entire booking, she provided the electronic ticket for the seat, assuring us without checking the status.Contrastingly, the subsequent executive displayed professionalism but the first executive's mistake cost us cancellation fees.I seek resolution, specifically regarding:1. **Cancellation Fees:** Due to misinformation, I am burdened with unjust cancellation fees of USD 300. I insist on an immediate and full refund of the cancellation fee charged to us.I expect a swift resolution within (reasonable timeframe, e.g., 7 business days) of receiving this email. I have also attached additional email conversation i have received from them through this process. And today i have received an email confirmation that they are not refunding the full amount, but with levied cancellation fee which is complete injustice. Inspite of the mistake on their end in providing wrong information, they are adding the burden of cancellation fee on us which is not only injustice but wrong on their part.Sincerely,********** ****** Mob: ************ Email: *********************** Booking Reference: ******

  Customer Answer

  Date: 01/10/2024

  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:01/03/2024

  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.

  To Emirates Airlines,I am writing to express my extreme anger and disappointment with the service I received on Flight EK381 from ********* to ***** on July 31, 2023. I was seated in 57A, and water dripped from the air conditioning spot onto my seat for more than half an hour. This caused my shoulder to get wet and cold, and ruined my mood at the beginning of my Europe backpacking trip.I told the flight attendant about the water dripping, but she simply shrugged and said, "It takes time for the water drips to stop." I was shocked by her nonchalant attitude. Did she not realize that I am a paying customer and that I deserve better treatment? I had no way to avoid the water, and I had to try to cover my shoulder with a plastic bag. However, the water still dripped on my neck, ear, and hair. I felt like I was sitting in a leaky shower. I am very disappointed with the service I received on this flight. This was my first time flying with Emirates, and I was looking forward to it. However, my first impression of Emirates has been ruined.In addition to the inconvenience and distress that I experienced, I also believe that the water dripping from the air conditioning caused me to catch a cold. I started to feel sick a day or two after my flight, and I had a fever and a cough for the first week of my backpacking trip in Europe. This ruined my mood and made it difficult to enjoy my vacation. I am requesting a full refund for my ticket, as well as compensation for the inconvenience and distress that I have experienced. I believe that this is fair, given the poor service and experiences that I received. If I do not receive a satisfactory response from Emirates, I will be forced to take my complaint to the relevant authorities.I hope that you will take my complaint seriously and take steps to ensure that this does not happen to another customer.P.S. I am very angry about this situation. I am a paying customer, and I deserve to be treated with respect. The fact that Emirates allowed me to sit in a seat where water was dripping from the air conditioning for more than half an hour is unacceptable. I am demanding a full refund. Please find the attached files for proof.

  Customer Answer

  Date: 01/31/2024

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

  Because Emirate airline didn't give me refund.

   

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 02/28/2024

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

• Initial Complaint

  Date:12/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *****, and I am writing to address a persisting issue with a damaged piece of my luggage from a trip to ************ earlier this year. On September 9th, upon arriving in ************ from *******, I discovered that a piece of my brand-new luggage set had been damaged during transit. I promptly filed a complaint at the Emirates counter in ************, providing all necessary details and photographs. Although I received confirmation via email that my claim was submitted, I have encountered significant delays and challenges in obtaining updates on its status. Despite numerous calls to customer service, promises of call backs went unfulfilled for months. Finally, in early December, I received an email from an alleged supervisor offering a settlement significantly below the current price. The rationale provided was depreciation due to the purchase of a set. I acknowledged that it was a set that was purchased but emphasized that the damage occurred less than a week after delivery. In response, I provided the supervisor with the current price of the damaged luggage, disputing their claim of a lower price on their end. Unfortunately, no evidence or link was provided to substantiate their assertion. Given the nearly four months of unresolved communication and the substantial inconvenience caused, I am compelled to file this formal complaint. I believe I should be fully compensated for the price of my luggage to restore my set to its original condition. I kindly request your assistance with this urgent matter. Please provide the necessary guidance on how I can proceed to bring this claim to a satisfactory conclusion for myself. Thank you in advance for your help. Sincerely,*****

  Business Response

  Date: 01/02/2024

  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*********

  Yours sincerely,

  ******

  Emirates Customer Affairs

   

  Customer Answer

  Date: 01/09/2024

  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:

  Good Afternoon,
  
   
  
  I hope this email finds you well. I called your office earlier today and left a message regarding my ongoing complaint with Emirates. Unfortunately, the matter has not been resolved.
  
   
  
  The email I received from your office only provided a link for me to submit my complaint directly to Emirates, which I have already done. Additionally, a supervisor sent me an email offering a settlement at a discounted rate. However, I noticed that the product was listed on sale on Amazon, and the sale price mentioned is no longer valid.
  
   
  
  I believe I should be reimbursed the full $119, as the sale price is subject to fluctuation, and a discounted rate is not guaranteed. I appreciate your attention to this matter and look forward to a prompt resolution.
  
   
  
  Best regards,
  
  ******************************** 

   

   

   

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

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

  Business Response

  Date: 01/16/2024

  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 ********

   

  Regards,

   

  *******

  Emirates Customer Affairs

   

• Initial Complaint

  Date:12/19/2023

  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 booked with *********** to **** in October 20 the next morning I cancelled the 20hr trip because I am ederly and was concerned that long trip would be a burden on me. I called EMIRATES Air the next day they would charge me full price, I sent the documents which said free cancellations, now they want to deduct $600 for the cancellation, *************************** and got no where in there dicussion about full refund.*********** turned into GOTOGATE.REFERENCE NUMBER D-********

  Business Response

  Date: 01/03/2024

  Dear Sir/Madam, 

   

  Thank you for contacting Emirates. 

   

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

   

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

  Yours sincerely,

  ******

  Emirates Customer Affairs

  Customer Answer

  Date: 01/11/2024

  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:
  

  
  

  ***** attempted to submit the form that Emirates provided in their initial response to the complaint. However, this was not possible seeing as ***** was never provided with a ticket or a DBF number. In order to submit the form to request a refund, ***** needed to provide this information, all of which she did not have since the airline never issued her a ticket. 

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 01/25/2024

  Dear Team,

   

  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,

  *******

• Initial Complaint

  Date:12/11/2023

  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.

  I was traveling on 3/29-3/30 with my wife, my 1 year old, 3 year old, and 4 year old kids back from seeing her sick father in *****. Upon re-boarding our plane in Milan my hands were full with my 1 year old, my wife was walking with the other two children. A flight attendant offered to carry my backpack on the way to my seat. With my hands full, I agree. This is the last time I saw my backpack. I didnt consider that my bag was at risk of best stolen from the industries best airline and after traveling around the **************** for a month plus. I relaxed as much as one can after flying 55 hours(total journey of the return flight). Not including the 5 hour drive to the airport and the return 10 hour drive home.Upon exiting the plane, we were in the back and the last to leave, my backpack was gone.I was in shock, the reason I didnt check the bag inn was the valuable items contained in the bag.My work computer that had sensitive info, kids ipads,and iphones etc. I immediately asked the flight attendances where my bag had gone and they starting looking in overhead bins.I exited the plane contacted security upon exit and starting looking through the long line of people going through security which I imagine took some time.I was then directed over to lost baggage which stated if not checked inn, theres nothing we can do. I can't believe this is the industry's best. I called the airlines to see if anything was found, no results. Losing the ($3000) special computer lead to a breakdown of the relationship between me and my manager which lead to my termination based on different reasons but stemmed from losing this computer. I never really heard anything back from your airline. I guess your only concern was the airplane ticket was paid. Why do I write this complaint now. Because I came to the conclusion that your flight attendant stole my bag that day. No one in the *** line had the bag, it was never found or returned, and I never heard anything back Emirates.

  Customer Answer

  Date: 01/04/2024

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

• Initial Complaint

  Date:11/28/2023

  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 (***************************************) the mother of passenger (*********************************) booked a ticket through ********* to fly from ****** to ********* (Aug 18th) and then return from ****** to ****** on Aug 25 (Attachment: Your ******** flight booking to ********* has been confirmed Booking reference F0E4C8F.pdf) to attend a family event .See attachment for booking details. *** from the family event was completely ruined on Aug 25 when my daughter came to know after 3 hrs (departure time) that there was a mechanical problem and finally canceled the flight after 6+ hrs after check-in and immigration. Please refer the attachment file 'Complaint regarding emirates.pdf' for more details about the complaint

  Customer Answer

  Date: 12/22/2023

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