ComplaintsforEmirates

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I traveled to ***** using emirates airlines. I decided to go with emirates airline rather than booking through Expedia, because emirates was cheaper. A decision that I would later regret. I received my travel details, but in regards to my departure time, it lacked whether it was am or pm. It stated that my time was 11:20, and arriving ***** at 7:50+ 1 day. With the plus 1 day, I assumed it was a pm flight, also the flight on Expedia was the same flight and it showed it was a pm flight as well. When I arrived to the airport at 9 pm, I was told that my flight was in the morning, and I had miss my flight. I was charged a no show fee of $400 per person and an additional fee for the cost of the flight, all which total $2995. I was told by the ticket agent, that this discrepancy happens a lot. I purposely feel that Emirates omit this information for personal gain. I was told that they use military time, but ****** in the ** where we use standard time. Furthermore no where on their website states that, besides why would such an important information be left out, whether military time or not. I feel like Emirates was negligent in leaving out such information and would like a refund.

  Customer response

  10/01/2024

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

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello Dear,They damaged my both luggages terribly and caused to lose lots of stuffs through the holes and broken lock. Then offer me $100 for everything and force me this is it. I sent several emails but they Ignore and basically disrespect me and my disability Issue. This is ridiculously unacceptable. This is one of my email to them and several more which I can provide later. Hello Dear Emirates Customer Service Team, I am writing to express my deep concern and disappointment with the way Emirates representative ********** or Emirates Customer Affairs, has handled my recent request for assistance, as well as the lack of response from ********** for a few months. As a passenger with a disability, I rely on airlines to follow the regulations set forth by the ********************************* (***) to ensure that my travel experience is safe, accessible, and dignified. Unfortunately, in this instance, I believe your airline has failed to meet these standards. Specifically, I have attempted to communicate with your team ********** but the failure to provide reasonable respond regarding luggage damages and not resolving my claim, despite my multiple attempts In the last few months. This lack of communication is unacceptable and appears to be a violation of the Air Carrier Access Act (****), which mandates that airlines provide prompt and appropriate responses to complaints from passengers with disabilities. As you may be aware, the **** also requires airlines to have a Complaints Resolution Official (CRO) available to address issues related to all passengers with disabilities receive fair and equitable treatment. Please be advised that if I do not receive a satisfactory response within a few days of this letter, I will have no choice but to escalate my complaint to the ********************************** ************************************** for further investigation. Sincerely, ******** **** ******

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August 2020, I purchased an Emirates airline ticket for a significant amount (over $1300), but due to the COVID-19 pandemic, my flights were canceled. Instead of reimbursing me, Emirates issued an open ticket, which I was told I could use for future travel.However, when I attempted to use this ticket on various occasions, I encountered numerous restrictions, including the requirement that it could only be used for the exact itinerary I originally booked (DMM to *************). This condition made it impossible for me to use the ticket for other routes, such as between ************ and other **** cities or between the **** and the ****Most recently, I planned to use the ticket for an upcoming trip in September 2024, which matched the original itinerary. Upon contacting Emirates, I was informed that the ticket had expired on September 23, 2023. At no point was I made aware of this expiration date, and I did not receive any communication from Emirates regarding the ticket's impending expiration.I have contacted Emirates multiple times to resolve this issue, but their response has been unsatisfactory. They asked me to file a complaint to have the ticket re-issued or to receive reimbursement, but their complaint website did not accept the ticket information I provided and it was not possible to file my complaint there on their website.Resolution Requested:- I request that Emirates either reimburse the full amount paid for the original ticket or - Re-issue the ticket or provide a voucher for the amount paid that can be used on any itinerary and destination of my choice, without the restrictive conditions previously imposed.This situation has caused significant inconvenience and financial loss, and I believe I am entitled to a fair resolution. I request your assistance in resolving this matter promptly.Ticket number: *** ********** Booking reference: ****** Emirates Skywards number: *********** Thank you for your attention to this complaint.

  Business response

  09/09/2024

  Thank you for contacting Emirates.

   

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

   

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

   

  Yours sincerely,

  Emirates Customer Affairs

   

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The issue happened today on 8/19/2024 when I completed booking online for the trip ******* round trip from Nov 28, 2024 to Dec, 23, 2024 and the price offered was $1702 which was acceptable to me, I entered credit card details and completed booking from my side and at the last stage, the error appeared that your booking can't be completed and email was also received that the booking could not be completed and I should call them to complete the same. When I called and at the same time tried to do it online again, the price was increased to $1887 which was a steep increase of $185 in a few minutes and I could not get the earlier promised price of $1702 and was forced to book at the higher price. The airline did not honor the price offered when I was not at any fault and they issued an unwarranted error that time. This happened to me second time in last couple of days when I completed the booking at my end and then got an error message that booking could not be completed. This is a predatory practice by airline that it offers lower price and when we complete booking at our end by entering the credit card and all other details, it issues error and then in a few seconds, hikes up the price. With technology, they can track which IP address is trying to book the ticket and then indulge in these kind of practices to cheat the customers by not honoring the price offered. This a breach of trust and a predatory practice. This is absolutely not acceptable as we are individual customers with hard earned money and have no power against these giant airlines who indulge in such predatory practices and cheat us. I would appreciate refund of $185 in this case as that was an extra payment extracted from me with an unfair practice by airline.

  Business response

  09/04/2024

   

   

  Thank you for contacting Emirates.

   

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

   

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

   

  Yours sincerely,

               

  Emirates Customer Affairs

               

   

  Customer response

  09/05/2024

  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

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I am writing to express my concern and frustration regarding the flight credit I received for tickets originally booked (Emirates Booking # ******, Paid: $4025.04) in January 2024 for travel in March 2024. Due to an unforeseen family emergency, I had to change our travel plans and requested to use these tickets in January 2024. At the time, there was no availability for the four seats we needed within the necessary timeframe, and I was provided a credit to be used within one year.I recently attempted to use this credit, but I was informed that I would need to pay an additional $400 per ticket, totaling $1,600, plus the difference in the current fare compared to what I originally paid. This additional charge is essentially a penalty for using the credit that was already issued to ***** a hardworking individual supporting a family of four, this situation puts a significant financial burden on us. When I accepted the credit, I was not made aware of such a hefty penalty, and it seems unfair to be penalized further for circumstances beyond our control.I kindly request that you reconsider these additional charges, as they are disproportionate and place an undue burden on loyal customers. I believe there should be more consumer-friendly policies in place, especially in situations where the original change was due to an emergency.I would appreciate your prompt attention to this matter and look forward to a resolution that is fair and reasonable.Thank you for your understanding and consideration.Sincerely,********* ******* Cell # ************

  Business response

  08/19/2024

  Dear BBB Team,
  
   
  
  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 link.
  
   
  
  Yours sincerely,
  
   
  
   
  ******
  
  Emirates Customer Affairs

  Customer response

  08/19/2024

  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:

  They are not even considering compliant from BBB. 

   

  Not sure, BBB has any power to resolve this complaint anymore.

   

   

   

   

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

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

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

  Customer response

  08/09/2024

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

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

   

   

   

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

  Sincerely,

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

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

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

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

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

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

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

  Customer response

  07/01/2024

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

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

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

*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. ↩