ComplaintsforEmirates
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of Transaction - 4/6 Amount - ******* On 4/16, *****, *** experienced unprecedented rains and all travel was impacted. My travel starts on 5/15. I have come to know the travel through ***** has been stressful, flights were rebooked, accommodation and water quality is of low quality. A few relatives of mine confirmed this as they were stuck in DXB for 3 days. I have reached to Emirates to reschedule or cancel the booking.Emirates Airlines is not willing to waive the date change fees or cancellation fees even after I have tried to explain the situation for 1+ hours on the calls.I was reading the following letter from Emirates ***************************************************************************************************************************************************************, my first hand experience with Emirates airlines does not align with message/views expressed in the letter published.My sincere request is to let the customer change the travel plans until situation in ***** is back to normal and customer is fully comfortable to travel.Business response
05/03/2024
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 ********.
Yours sincerely,
***** ******** ******** *******
Customer response
05/03/2024
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:I could not find a form to submit and also I could not find an email address to share this issue with Emirates airlines. Thanks
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Customer response
05/17/2024
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:Emirates did not reply back confirming they are will waive the cancellation fees.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
05/21/2024
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/s.Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
my flights were continously delayed and cancelled flying internationally the company did not answer any customers, their phone numbers were off the hook, the online chat were not working and they would not email back. It delayed my trip by 2 days and they lost my bag the entire trip costing me money that I lost in my resort in the maldvies that was prepaid, additionaly expenses for clothing I had to pay, hotel stays, and also i want my money back for the first two flights that I paid for since this was due to their lack of customer service and canceling and postponing flights that had nothing to do with weather since the storm was 3 days prior and they continously canceled flights to multiple locations not just ***** causing this problem and costing me alot of money due to their irresponsibility and poor management.Business response
05/03/2024
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 link.
Yours sincerely,
*****
Emirates Customer Affairs
Customer response
05/03/2024
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:I already reached out to them privately via email and portal as they requested. No one has gotten back to me and that repsonse is nonsense.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************************
Business response
05/07/2024
Dear Team,
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/s. Passenger may log his concerns separately via this link.
**********************************************************
Regards, Shulini Emirates Customer Affairs
Customer response
05/07/2024
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:No that was already sent to them twice online and directly to their email and no one has reached back out. This is completely unacceptable they should be contacting after this and no one has.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************************
Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
*** * *********** Our 4 baggages are delayed for almost a week. Inside are important valuables and medicine. We are very frustrated and disapointed as this should be a great vacation. Instead we needed to spend alot of time just to find and purchase things that we need for our stay. And we need to find alternative medication all the time. It has ruin our vacation and waste precious time we need to run and try to find alternatives for missing items. I know that Emirates is high quality airflight company and recommended it to my friends and peers in my workplace at KLATencor company, and also usually fly on the business class, but now i cant continue to do so as I never faced in my life before a baggage delay this long. I request a compensation for our disappointment and frustration for this delay. In addition, I request the highest priority on finding the 4 baggages and delivering them to us ASAP. *********************Initial Complaint
04/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am traveling with my daughter on Emirates. Our flight to ***** was on April 18 from ******* -*****- ******. The flight was canceled from *******. FOR THE LAST 24 hours we have tried to contact Emirates every way possible with no luck. We were on hold for 7 hours yesterday and no one helped us. Today the 19th I got notification the my flight has been rescheduled for 20th. But not my daughters. So I am back on the phone on hold for last 3 hours and their agent told me he has to transfer me again to reschedule her flight. I asked him since our trip had been cut by 2 days I want to change my return since we were only going for 2 week short trip. He told me he is going to charge me $250 change fee!!!! We were actually going for a wedding which was on the 20th which we will completely miss after spending almost $2500 on tickets. We were just trying to be satisfied with extending the return but they are going to charge us a fee????? After 10 hours of on hold on a phone, having spent the last 24 hours at the airport since we live 3 hours away and missing an important family event, they did not even reschedule my daughters flight which was booked way before mine and are expecting us to spend $250 extra per person so we can stay for 2-3 more days because our flight was delayed that much? Tell me how this makes sense? THANK YOU.Customer response
04/24/2024
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
04/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hi My Name is *********************. My Mom *************************** and baggage claim reference number is *********** traveled from *******,** to *****,********** last year in July. Her one bag was missing. It's already over 9 months and she didn't receive any compensation. I reached out Emirates customer service ********************************************************* 24hrs/48hrs......No one contacted me. I submitted all the documents what they asked for in July,2023. The issue was not resolved. Please help. ThanksInitial Complaint
04/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
My bag was damaged while traveling from ******** to *****, local agent at ************* was not able to help and I filed my complaint online and Emirates is basically utilizing delaying tactis and quoting some customer unfriendly rules just to deny my claim. I did all I could do in my capacity and still this airline is not willing to help. I am attaching my information and damaged bag photos for review. I am requesting replacement bag or funds to cove the cost of bag which is 170 US dollars.Emirates complaint number: Emirates Ref. ***********************Initial Complaint
04/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Emirates advertised additional flexibility on their website due to ******19 for tickets issued on or before 4/30/22. This policy stated, Can I request a refund even if my flight hasnt been cancelled? Yes, even if you flight hasnt been cancelled you can still request a refund. Theres no cancellation fee and well refund your flight fare. Copy attached.I purchased flights on the Emirates website on 4/30/22 for $2177.34. I received a booking confirmation to my email at 21:38 on 4/30/22. Email attached. The tickets were cancelled on 5/1/22 due to a positive ******19 test and a full refund requested. Emirates processed a partial refund of $427.34 on 5/17/22.I have made repeated attempts over the last 23 months to resolve this matter directly with Emirates. This included web enquires on 8/20/22 and 10/4/22 that led to unsatisfactory responses, and discussions with phone agents on 3/16/23, 3/30/23, 8/22/23, 10/11/23, 12/5/23, 9/2/24, 3/29/24 where follow up and review was promised, but no responses were received.Emirates responded on 8/17/22 to one of my web enquiries, advising that the ******19 flexibility policy did not apply as their records show that the tickets were purchased on 5/1/22. Emirates provided further explanation on 9/14/22, stating that all tickets issued online will be in ***** timing, Ticket was issued 0837hrs ***** time 01May. I spoke to an agent via phone on 10/11/23 and was advised the time zone for where the booking occurred should have been considered and the matter would be escalated to the refunds team for review. I received no further response despite subsequent follow up attempts.My request is for Emirates honor the advertised ******19 flexibility policy and refund the remaining amount of $1750.Booking Reference Number: ****** Ticket Numbers: *** **********, *** ********** Passengers: ***************************, *************************** Itinerary: LAX to IKA 5/5/22; IKA to LAX 5/23/22Customer response
05/05/2024
Better Business Bureau:
At this time, I have not been contacted by Emirates regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
04/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Subject: Complaint Regarding No-Show Fee and Demand for Refund I filed the complaints with Emirates twice and got no response.On March 20th/21st 2024, I was traveling with my 76-year-old father who has limited mobility and requires wheelchair assistance. Unfortunately, despite making prior arrangements for wheelchair assistance, we did not receive this service in a timely manner within ***** International Airport. This caused significant delays and distress as he fail down a couple times while walking (every time he fell, it took ***** mins to get him back on his feet). Additionally, the shuttle transfer time (close to an hour) between Terminal T3 and T2 proved to be unexpectedly long. Due to these unforeseen & uncontrollable circumstances directly related to the services provided by Emirates, we were unable to reach our connecting flight on time, resulting in us being marked as a "no-show." I find it unacceptable that I am being penalized for circumstances beyond my control. Emirates has a responsibility to ensure that passengers with special needs are provided with the necessary assistance to make their connections smoothly. The lack of adequate support has resulted in both emotional stress and significant financial loss. Furthermore, as a direct consequence of missing our connecting flight, we were stranded in ***** overnight (as Emirates only has 1 flight for my destination every 24 hours). Emirates failed to provide any hotel accommodations within the transit area. This forced us to go through the unnecessary and costly process of applying for a 14-day **** and finding a hotel outside the airport. These unexpected expenses and the significant inconvenience caused are a direct result of the airline's inadequate handling of the situation. I can attach supporting documentation (evidence that wheelchair was requested, no-show fee, hotel & **** receipts) for your review if required. I demand a full refund of the no-show fee in the amount of $909.11. ThanksInitial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My experience from April 1st 2024 ..Been flying Emirates for 23 yrs. The day l was scheduled to take off at 2245, something came up and decided to reschedule my flight. While in a foreign country, l called them at 10am thats 12 hours before take off. Went to the emirates website searched for a customer inquiry number.. l called and the number was not going through.. tried so many times, l even took a video making the call. Next morning l even called their Embassy and they tried the number also and did not go through..Emirates did not care still getting charged with no show fees. I decided to go to the airport to find out of there was another number to call. The staff in that country gave me the same nonfunctional number.. 2 other foreign nationals were at the airport in tears.Customer response
05/03/2024
Better Business Bureau:
At this time, I have not been contacted by Emirates regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I reached out to Emirates regarding an existing case ***/X/AK/100124/7982977 and was told they would provide compensation for a stroller damaged on a flight from ***** to ********. Emirates is offering to pay $70 for the stroller. The $70 being offered is roughly half the amount of the cost of the actual stroller. The original cost of the stroller is 499 MYR (********* Ringgit) which works out to about $140 CAD based on today's exchange rate. A metal handle that baby needs to hold on to on the stroller has broken off making the stroller a hazard to baby and unusable altogether. We cannot use the stroller with a piece of sharp metal right in the face of our baby. As mentioned this stroller was damaged on a flight from ***** to ******** by Emirates baggage handlers so we are expecting full compensation for the stroller. Emirates has provided $70 but I am seeking the remaining $70 to purchase a new stroller to replace the unusable one. Please assist.Business response
03/30/2024
Greetings from Emirates!
We are in receipt of your email below, however data protection and privacy regulations prevent us from sharing our responses dated 18 January, 13 February, uptown 6 March 2024 with your office.
Rest assured, we have explained the findings of our investigations and responded appropriately to the passenger mentioned below.
Sincerely,
*****
Customer Affairs ******** ***** Americas
Customer response
04/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
I reached out to Emirates regarding an existing case ***/X/AK/100124/7982977 and was told they would provide compensation for a stroller damaged on a flight from ***** to ********. Emirates is offering to pay $70 for the stroller. The $70 being offered is roughly half the amount of the cost of the actual stroller. The original cost of the stroller is 499 MYR (********* Ringgit) which works out to about $140 CAD based on today's exchange rate. A metal handle that baby needs to hold on to on the stroller has broken off making the stroller a hazard to baby and unusable altogether. We cannot use the stroller with a piece of sharp metal right in the face of our baby. As mentioned this stroller was damaged on a flight from ***** to ******** by Emirates baggage handlers so we are expecting full compensation for the stroller. I reached out to the stroller manufacturer and they do not sell the handle on its own unfortunately. Please assist.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
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Customer Complaints Summary
225 total complaints in the last 3 years.
78 complaints closed in the last 12 months.