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 Airlines

  5718 Westheimer Rd Ste 1720 Houston, TX 77057-5751

• 

  Emirates

  101 - 90 Sheppard Ave E North York, ON M2N 3A1

• 

  Emirates

  2651 N Harwood Street Suite 525 Dallas, TX 75201

• 

  Emirates

  1 Saarinen Cir Ste A-L1-325 Sterling, VA 20166-7547

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:08/03/2023

  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 booked ticket from Emirates from ****** to *****(2 way) , while adding my personal details there is a checkbox of copying name from profile. I did that and there is spelling mistake in that.Within 48 hours , I identified it and asked to correct it. Now they are asking $30 for it.Basic things like name(typo Error) should be given atleast 48 hours for that. IT should be done free of cost. Could you please get it corrected free of cost for me?

  Customer Answer

  Date: 08/27/2023

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

• Initial Complaint

  Date:07/17/2023

  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.

  Could not eat. They ran out of food for lunch. Breakfast didnt eat food was disgusting. My flight going to ***** on the first flight going on my vacation I was bit by a bug and asked for first aid treatment and flight attendant was busy trying to sit and eat and said they didnt have anything but treated someone I saw. Also flight attendant on other flight was mean rude and disrespectful and for me to pay for these tickets I expect adequate service. Turned light on for assistance had to wait hours they just didnt care worse experience ever. Even said I was hurting and they ignored me. ******* was damaged I didn't get no help been asking for someone to contact me but been ignored

  Customer Answer

  Date: 08/10/2023

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

• Initial Complaint

  Date:07/14/2023

  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.

  My elder parents : person1 (71 yrs , ****************** surgery patient), person2 (67 yrs, Heart surgery patient) had requested wheelchair for their disability for the whole trip from ********* to *** via ***. On *** when flight EK539 landed from *********, my parents were denied wheelchair and were forced by Emirates staff to walk long distances of upto **************** wrong direction and then about 1 hour under immense stress to reach another gate. When parents tried to ask around Emirates staff for help, they made them wait and also took them in opposite direction to their destination gate and left them half way only to go back long distance on foot. My mom and dad nearly collapsed and asked passing by buggies if they can take them to other gates and Emirates staff stopped them from boarding any buggies passing by with other passengers. My parents went through immense physical and mental pain risking a heart attack and with sore legs, my dad's parkinsons symptoms got ticked his body was shaking coz of this stress of walking long distance without wheelchair only to make it boarding on time. This is very disturbing and feel bullied and unprofessional on behalf of emirates airlines . I demand compensation for mental harassment and pain as well as disrespect that was caused to the guests. My parents asked several ************* authorities as well as Emirates Airlines authorities to help in course of 2 hours but only after hours of walking forcibly could they find 1 wheelchair for 2 disabled people who had to take turns to reach the gate few minutes before departure.I demand a settlement amount for not only ticket reimbursed but the mental and physical pain and possibly worsening medical conditions in coming future due to Parkinsons attack that got elevated during this walk and my mother's heart conditions being impacted. If Emirates Airlines does not address this, i will take it up with court.

• Initial Complaint

  Date:07/13/2023

  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.

  Emirates airlines change my 2year old daughter flight with out notification and force me to pay almost 4 times the original fare so that my daughter can fly with me. I contacted them for a refund but could not reach out to agreement. I have spend lot of time seeking professional and legal help but it is very difficult since they do not have any physical address here in the U.S.

• Initial Complaint

  Date:07/11/2023

  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.

  Emirates reference number: *********************** Passengers: Business class - *** >> *** >> *** >> *** Ticket # 1 - ************* Ticket # 2 - ************* Ticket # 3 - ************* Summary: I am the primary passenger and I have tried all possible avenues (phone calls, emails to customer affairs, feedback and help form on Emirates websites) - more than a 100 times. I can share phone records and email copies for each attempt to contact Emirates for resolution. I have requested over a ***************************************************************** a call directly to sort this out and till now - I haven't heard back even once. Issue: Three business class passengers (my kids and me). 5 of our checked in suitcases were lost and delayed for two weeks. Suitcases were damaged and all contents inside luggage were destroyed. I shared pictures and baggage tags to Emirates immediately via email along with a full inventory list of all items that were destroyed (along with receipts for replacements). I also shared this email communication forwarded to ******************************************* several times previously. All issues have been reported to Emirates within the 7 days policy. Emirates Customer Affairs acknowledged the delays (2 weeks, six checked in suitcases) and damages to the suitcases but refuses to provide any further information on why there will be no compensation for damaged baggage and contents even after they have been reported to Emirates via email, phone calls, pictures, tags and claim forms all within 7 days of damaged baggage delivery. On Nov 30th, 2022 - I received a note from Customer Affairs ****** that my claim settlement form is being processed and I should expect payment for $4,105.00 in my bank account within 15 days. This is an email from Customer Affairs. I have documentation of the same. However, no response or follow up from Emirates since then.

  Customer Answer

  Date: 08/04/2023

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

• Initial Complaint

  Date:06/20/2023

  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.

  After my international flight, I noticed that two of my check-in bags have been damaged. After clearing customs, I informed this to the staff at the airport who took the details on the iPad and also asked me to fill a paper form which contained my full name, home address, email address, phone number.Later, over email, airlines emailed me to fill the same form again with personal details.After a lot of follow-up on the damaged bag claim, airlines denied my claim stating - "In accordance with Article 19 of the Montreal Convention, the carrier is not liable for damage caused by delay to baggage if it proves that it and its servants and agents took all measures that could reasonably be required to avoid the damage or that it was impossible for it or them to take such measures".I asked them to share the proof as per this statement from Montreal Convention, but they have not shared this information with me. I asked them to share my rights as an international passenger arriving in the US under such situations, and they have not provided this.I asked them to escalate the issue to the supervisor, but that has not been done.In summary:> Airlines have damaged my two checked-in bag/suitcase.> They have rejected my claim.> They have not provided proof as to why they are not liable as per the requirement of Montreal Convention.> They have not shared with me my rights, or appeal options.> They have not escalated the issue to a supervisor.> They have not told me why I had to refill the form, even if I have already done so at the airport. Is this because they have lost the paper form with all my personal information on it, OR is there some other reason?Arrival Airport: ***, *******, *****.

• Initial Complaint

  Date:06/15/2023

  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.

  On 29 April 2023, I purchased two Emirates tickets from ****************, *******, to ******, **, ***, for an adult and a child passenger. Regrettably, a mistake or typographical error occurred during the booking process, resulting in the incorrect date of birth (DOB) being assigned to each passenger. Consequently, the system mistakenly identified the adult passenger as a child and vice versa.Upon discovering this error, I promptly contacted Emirates ********************* for assistance in rectifying the issue. During my conversation with a customer care agent, I was informed that it was indeed possible to change the name and DOB of the passengers, as there were originally booked tickets for both an adult and a child. However, to my surprise and disappointment, I was charged for converting the child passenger's ticket to an adult fare and charged me $396 for a seat i already resverd and paid , while the necessary correction for the adult passenger was not made.I understand that mistakes can happen, and I appreciate the agent's attempt to assist me. However, it is unfair and unjust that I was required to pay for the two adult fares, as it was an error on Emirates' part that caused the confusion in the first place. I firmly believe that I should be reimbursed for the charge imposed to convert the child passenger's ticket to an adult fare, as this was an error made by your system and not by me.Additionally, I would like to express my disappointment with the treatment I received from your customer care agents throughout this process. On multiple occasions, I found them to be rude, disrespectful, and lacking consistency in their responses. This not only added to my frustration but also further hindered the resolution of my issue. As a loyal customer of ********************, I expected a higher level of professionalism and courtesy.Beside , what it was said i requested a help to **** my handipped kid at the airport but the company did not take my request in consideration.Regards

• Initial Complaint

  Date:06/08/2023

  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.

  So my brother and my son were supposed to travel to ***** from ************* June 10th 2023, my sons reference number is ******* Before booking the tickets we called Emirates and made sure if it was okay for my 9yr old to Travel in Economy where as my brothers tickets were business class from his work. They said as long as the tickets are connected and they will be there should be no problem. Now, a few days before his travel they are calling me to inform that they cannot let him travel in economy alone as he is not an adult. The solution that they offered is that if we rebook him as an adult then he can travel in the economy class alone. So if I pay $3500 more all of a sundown my 9 yr old will become an adult and he can travel in the flight. My dad is sick in *****, he is looking forward to meet his grandson and I dont have the money to pay the difference *** this is what they are doing 2 fays before his flight and offering g no help and no solution but when you call customer service they hang up on you.

  Business Response

  Date: 06/23/2023

  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.

  Yours sincerely,

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

• Initial Complaint

  Date:06/06/2023

  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 book a flight for my fianc to take her to ******** for the first time and we choose emirates. Everything seems like its going as plan until we got to the airport in *****. We was inform by the agent that they have promotional upgrades available and it would be $2100 per person. My fianc and I both suffered from back injuries that prevented us from sitting straight up for more than 2 hrs, so we always fly business or first class. So then I gave the agent my card so she could charge us for the upgrade to business class. One charge when through but when she was doing the other one, the agent inform me that the system crashed. We was standing em there for about 45 mins trying get this upgrade fix but nothing. Few moment later the gate agent at the other side where we board the plane is doing final boarding calls. My fianc also suffered from anxiety so this was just too much for her because she wouldnt want to miss the flight because its her birthday on the 10th of May. The agent ASSURED us that we will get the upgrade . When we got to the gate, its a different story. The agent there was starting that they dont have any upgrade available and that I need to get on the plane and ask for the upgrade then. I explained to the agent the whole situation on whats going on . I was under the impression that the ladies at the front where we check in was informing the gate agent that we paid for the upgrade but the system crash. But I guess that never happened. Anyways, we head on the plane to be told that the upgrade is going to be double the price per person which is INSANE and UNACCEPTABLE because that was not our fault.. The 14hour flight to ***** was absolutely Horrible. Our backs was hurting so bad. We was tormented. At one point I notice my fianc crying because of how bad her back hers( she just gave birthday 3 months ago). The emirates crew did nothing to help. If this is how emirate will treat their paying customers, i refuse to fly with them ever AGAIN.

  Customer Answer

  Date: 07/01/2023

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

• Initial Complaint

  Date:06/02/2023

  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 reference number 1:****** Ticket number 1:************* Flight number 1:**** Departure date 1:28 Jul 2022 Departure city 1:******** We had booked a round trip between **************, ** and *********, ***** with Emirates airlines, via ****** ******************** The flight was cancelled by Jet Blue at the very last minute. There were no alternate options provided to travel, and no accommodation offered. The customer service has been absolutely pathetic, and my parents were stranded n ******** with no information or assistance provided to fly home to ******. This is after 20+ hours of flying from *** (***) to *** (***). Parents are senior citizens and are both 65+ years old. Alternate option provided by JetBlue was a ridiculous 48 hour itinerary to just get from *** to DAL. They are both senior citizens, and it is painful to see the lack of empathy. So, we had to book our own flights at very last minute from *** to DAL from a different airport in ********. Each flight ticket costed ** $568.6, this includes - $498.60 of base ticket price + $70 for two check-in bags. It costed us $1137.2 + $55 for a taxi from *** to *** airport. We requested Emirates to re-imburse these flight tickets since this was no fault of ours, and was caused by their partner alliance cancelling the flight at the very last minute. But Emirates did not agree.Since the airline has not responded, we had no option but to dispute the credit card charges since we haven't received full services. As a result, they had cancelled the return tickets to ***** at the very last minute, and we had to pay $1896.20 (Reservation reference: ******)Emirates had charged ****** ******************* for the whole amount of $5845, inspite of the issues with the ** to ****** flight, and cancelling the return flight. ****** ******************* has now sent me legal notice to pay in full for $5845 that Emirates had charged them with. This has been extremely fraudulent behavior from Emirates

  Customer Answer

  Date: 07/01/2023

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

  [Your Answer Here]

   Emirates had acknowledged my compliant raised with them, but they did not acknowledge the case raised here via BBB. Is there anyway for BBB to escalate this case further?

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 08/01/2023

  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,
  
  ***********************************