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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.
    • 52 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:11/27/2023

      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, I had a death in the family, and I needed my flight changed. I purchased a promotion upgrade, and wasnt informed that it was non refundable or non transferable, that was never mentioned to me on call, I am requesting my refund of **** per passager with my wife! I need my upgraded refunded back to my car or I need it transfered to my new resirvation!! Do the right thing Emirates! Ive flown with you guys so many times!Thank you and also a call back **********

      Customer Answer

      Date: 12/21/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:11/22/2023

      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.
      On November 15th I flew on Emirates fifth freedom flight EK210 from ****** to ***** via ******. On this flight from ****** to ****** the flight attendants did not know the difference between a Hindu meal vs Asian Vegetarian meal hence my meal was messed up also on this flight they only had scrambled egg with sausage as breakfast option leaving vegetarians with no breakfast option. On the same flight EK210 from ****** to ***** passengers with special meal requests were served meals swiftly while other passengers *** me had to wait for a very long time for our meal. Since my meal had lot of sugary and carb items in it I informed the flight attendant that I am diabetic and hence requested her to provide me an alternate meal. She informed me that she cannot offer me any alternate meal. When I wanted to report this incident on Communication App on ICE the App did not work even though the inflight attendants tried to restart the App thrice. The only respite is the breakfast offered on emirates flight from ***** to ********* ***** was very tasty and the flight attendants on this flight were very helpful unlike the food and flight attendants who made the longer flight EK210 from ****** to ***** miserable. This emirates flight was no better than the discount airline ************** in *** hence I feel the fare charged for my trip was way over priced for the product/ service offered.

      Business Response

      Date: 12/07/2023

      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:11/15/2023

      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.
      Booking Refernece# ****** I booked a ticket for my parents on 11/13/2023 to visit ** in the ** from *****. Later, I realized I had selected early morning time instead of evening at 21:45 IST. Timing is essential because my parents are aged and are senior citizens, and I can't disturb their sleep. Hence, I called Emirates customer care to either cancel or reschedule tickets.However, the Emirates customer support agent was very arrogant, had no empathy towards customers, and said he couldn't do it without charges. I called customer care within 5 minutes of booking the ticket. But still, Emirates was saying they would charge close to $250 for cancellation. I am not complaining just because of this one incident. In recent days, Emirates has been treating their customer very badly and discriminating by race and country of origin. Whenever I travel to India, more than 95% of the time, I use Emirates. Even on my last trip I booked a ticket with Emirates and paid additional charges for seat selection. However, when entered the plane cabin crew changed our seats to the middle row of the plane and they were arrogant again. I was not even provided any compensation for the same. Other airlines provide a 24-hour free cancellation option, but Emirates does not. Leveraging the situation Emirates cheating the customers to earn more money in a short span looks like. Therefore I need a full refund for the above booking reference #.I called Emirates customer care and sent an email but no response from them. Hence looking for BBB support in this regard.

      Customer Answer

      Date: 12/11/2023

      At this time, I have been contacted directly by Emirates regarding complaint ID ********,

      Thank you so much for your follow-up. I got a call from Emirates, but the issue has not been resolved. Emirates was ready to waive off change fees, but they were still asking me to pay the fare difference which I declined. As per the Emirates website, the ticket price is $200 less than what I paid for my original booking, but still, Emirates is asking me to pay the difference of a couple of dollars in the fare. Looks like the Emirates is showing its corporate power to individuals. Therefore, I kindly request BBB's help and support to reschedule the tickets with a $0 change and fare difference fees or a full refund so I can book a ticket for my parents with some other airline. 

      Also, for my 2022 travel issue, an Emirates customer care agent asked me to file a different complaint, which I did with Emirates via email. Last week, Emirates replied, stating that online seat changes by passengers will not be refunded. Actually, I was not asking for a refund for the online seat change, I requested a refund and compensation for what happened on the plane after I onboarded the plane. I replied again, waiting for Emirates response.

       

      Thanks & Regards,

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

      **********

       

       

       

       

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

      Sincerely,

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

      Customer Answer

      Date: 01/09/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:11/06/2023

      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 have an upcoming flight from ************* to ****** with Emirates. Original travel dates were 29th Nov 2023 - 15 Jan ****. Due to emergency I wanted to travel early. I am traveling with infant and I had the bassinet seats available on 29th Nov flight. I wanted to make sure that I get the bassinet seats on new flight as well otherwise I would keep the original flight. I contacted Emirates to check the availability and as soon as the availability was confirmation I changed my booking to 14th November 2023 . Upon changing the booking, I found there are no bassinet seats available. Original flight price was $4300 for the round trip. I paid $900 for the flight modification. Inspite of confirming on the phone, I didnt get bassinet seats. So I contacted Emirates again to put me on my original flight with bassinet. They are asking me to pay another $900 for the modification. I thought Emirates offers the best of the class service and I wanted to travel with my child for the best journey possible. I am regretting my decision and disappointed in Emirates. I would consider any future travel with Emirates now onwards. Here is my ask 1. Put me on the original flight with bassinet and give me the refund of the modification.2. OR give me the full refund of the flight including the $900 I paid to change the flight 3. OR upgrade me to other class where bassinets are available on 14th November. Its upto the Emirates to whether they want to hold the standard as advertised or they just want to con the customer. I have already paid $5200 by now for the round trip.

      Customer Answer

      Date: 12/01/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/23/2023

      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 tried to request for refund on emirates.com for booking reference number ****** and it showed that no cancellation fee or charges and the refund amount displayed on the page was $2963 . However after submitting the refund request then checked with customer care and he confirmed that there are 300$ per traveler cancellation charges as I requested for refund after **** hours . I clearly asked him why did the emirates webpage displayed full refund amount and no cancellation charges or fees ? I would have not cancelled it if it displayed correct info about cancellation charges.

      Business Response

      Date: 10/26/2023

      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.

       

       

      Regards,

       

      ******

      Emirates Customer Affairs

       

    • Initial Complaint

      Date:10/19/2023

      Type:Product 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.
      Emirates provided me a middle seat and the person next to me occupied almost 20% of my seat. I have paid full price so I should've been able to occupy the full seat. I am requesting a refund and an apology based on the amount of seat that I was not provided.Additionally I had recently hurt my knee and the ensuing injury was aggravated due to emirates not providing the contractual full seat or making any efforts to rectify it.As you can see in the image the legs were touching and there was absolutely no space left

      Customer Answer

      Date: 10/20/2023

      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:09/06/2023

      Type:Service or Repair 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.
      My baggage got damaged on a trip from ***** to ******. For the same, I lodged a complaint with Emirates almost two months ago, but they have not provided any compensation yet. I want them to expedite my claim and pay for the baggage which they have damaged.

      Business Response

      Date: 09/07/2023

      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 link.

       

      Yours sincerely,

       

      *******

      Emirates Customer Affairs

      Customer Answer

      Date: 09/07/2023

      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:

      I have already raised complained with the link provided in Emirates response, but they have not settled my claim yet. Complaint numbers are: - 

      First Complaint (July 12, 2023): - 
      Topic Complaint
      Subtopic Follow-up
      Title ** 
      First name *****
      Last name ********
      Email *******************************
      CASA reference number ***********************
      Comments Please refer attachment for

      Second Complaint (Aug 7, 2023): - 
      Topic Complaint
      Subtopic Follow-up
      Title ** 
      First name *****
      Last name ********
      Email *******************************
      CASA reference number ***********************
      Comments Following up on this case complaint. Documents submitted on July 14, 2023

       

      Attaching as an attachment as well, if it gets masked here.

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:08/29/2023

      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.
      ** 8/22/23, I had purchased miles from Emirates Airlines website since they are offering the 30% bonus miles promo. The promotion was still running at the time of my purchase. I had purchased ****** miles, to which should have earned ****** bonus miles. ** 8/24, I have noticed that the miles posted was only the ******, and was missing the 30% bonus miles. I had called and chatted with an Emirates Airlines agent, and was told that I will be contacted in 24 hours. It took them 5 days (8/29) to provide a response, even after multiple calls and chats after the initial call on 8/24 to follow up; and I was told that my purchase was done on the 8/23. I told the Skywards team that I purchased the miles on 8/22, and has the confirmation email to prove it. I was then told that the the promo is ***** time. Unfortunately, I wasn't aware, nor told about that the offer follows ***** time during purchase, since the offer was still available on their website at the time of my purchase; and was expecting that the offer applies during my purchase of the miles on 8/22/23, per their offer email that states that the 30% bonus miles is offered by 8/22/23 (without indication of time zone). I responded this over email, and advised that had I known that I would no longer avail the promo because it's on a different time zone, I would have not purchased the miles to begin with. This is unacceptable practice, as it costs misinformation to buyers, and a very frustrating situation to be in as it has already delayed my planned booking purchase, until this issue is resolved. All I want is for Emirates Airlines to honor their offer, and give me the ****** bonus miles missing from my purchase.

      Business Response

      Date: 09/14/2023

      Dear Sir/*****,

       

      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 ****.

       

       

      Regards,

       

      *******

      Emirates Customer Affairs

       

      Customer Answer

      Date: 09/14/2023

      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 have communicated with them directly, multiple times.  I kept insisting that the purchase was base buy because the promo is in ***** Time. However, they fail to see and realize that they had offered the promo based on date, and not time (as stated and shown on the attachment). Im still seeking mileage adjustment for this reason. I request to mitigate unacceptable business practice by the company due to unfairness and misinformation. Thank you. 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 09/29/2023

      Dear Sir/Madam,

       

      Thank you for contacting Emirates.

       

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

       

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

       

       

      Regards,

       

      ******

      Emirates Customer Affairs

    • Initial Complaint

      Date:08/28/2023

      Type:Billing 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 worked in the *** from May 2022 to May 2023 and was required to open a bank account there in the *** so the ** based firm I worked for (*******) could deposit my paycheck. When I left the ***, I left the account open because I am still working for ******* as an independent contractor. ******** *** locked my accounts (one for ****** and one for AED as well as a credit card with a small balance on it) on 12 June and I have tried many times since that date to pay the balance and get the over $5000 I had remaining in that bank out of it. They have since closed my accounts and I wired money to a friend of mine in the *** to pay the balance on the credit card because nothing else would work with ******** ***. He has tried twice, and the bank cancelled both. I have spent a lot of money on phone calls, and submitted many emails, requests on their website and complaints to ******** and nothing has changed. I have never worked with a bank that is so incompetent and difficult to deal with.

      Business Response

      Date: 09/12/2023

      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.

       

       

      Regards,

       

      *******

      Emirates Customer Affairs

       

    • Initial Complaint

      Date:08/07/2023

      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.
      During my recent flight on EK 206 from ******** ************************* (JFK) to ***** (***), I faced a significant delay of over 3 hours. The most disheartening aspect of this delay was the extended duration that passengers, including myself, were kept on the plane. This prolonged confinement was an uncomfortable and disappointing experience, Subsequent to the delay, my layover experience in ***** only added to my frustration. The hotel accommodation provided was far below the usual Emirates quality. Stained sheets, a leaking bathroom, and an overall lack of cleanliness were apparent. Despite my efforts to address these issues with the hotel staff, I was directed to contact the airline for resolution. This lack of accountability compounded the exhaustion and dissatisfaction resulting from my already tiring journey.

      Customer Answer

      Date: 08/31/2023

      Better Business Bureau:

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

      Sincerely,

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

    Emirates is NOT a BBB Accredited Business.

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