Complaints

• Initial Complaint

  02/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We booked a flight in advance to ensure that we get a bassinet seat when travelling with an infant and a toddler. We chose Emirates because they "confirmed" bassinet seats as they were on a first come first serve basis. Our flight is tomorrow (Feb 14) and we find out during check-in that they've changed aircrafts and have us in a middle row. Given that when we booked most bassinet seats were available, it only would make sense to have reassigned us to a bassinet seat. This is a *****hr flight and is impossible. The airline said they'd try to get us a seat but all seats are booked. I understand that they have to make changes on a new aircraft but they need to inform us as we wouldn't have gone on this flight. They are not even willing to put us on a subsequent flight. Travelling with young children is difficult specially on a long haul flight. It's not OK that airlines do this and have the right to split families or modify a "confirmed" seating.

  Customer response

  02/14/2025

  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

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Booked two Airline Tickets to ***** On-Line on 01/14/25 8:00 PM, Departing ******* 01/17/25, with good faith of travel, but due to unavoidable circumstances had to Cancel the On-line reservation within 24 hours of booking on 01/15/25 at around 10:00 AM. Booking Reference # ****** . However, the Emirates Airlines would not honor the No Penalty Cancellations of On-Line Reservations Cancelled within 24 Hours and charged us $600 towards Cancellation fees ($300 Per ticket) and refunded the remaining. Our Departure Date was over 48 hours away and the Airlines could easily have Cancelled my Reservation. Also, while Booking there were no indication as to the 24 Hour Cancellation Policy not being honored or the Cancellation Charges being applicable before the 24 hour Cancellation Window.

  Customer response

  02/13/2025

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

• Initial Complaint

  12/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 23, 2024, I booked a ticket with Emirates Airlines (Booking Reference: ******* Ticket Number: *************) for a same-day flight from *******, *******, to *****. I arrived at the gate on time and had checked in my baggage. However, I was denied boarding, and my baggage was not loaded onto the flight. Despite my presence at the gate, my ticket was incorrectly marked as a "no-show." The gate manager advised me to rebook or cancel the ticket through customer service, but when I contacted ********************************************, they refused to acknowledge the error or provide a resolution. I requested a refund under the ********************************** 24-hour reservation rule, which entitles passengers to a full refund if the booking is canceled within 24 hours. Emirates declined my request. I escalated the matter to my payment provider, ****************, but they were also unable to secure a resolution. The denial of boarding, the mishandling of my checked baggage, and the refusal to refund my ticket have caused significant inconvenience and financial loss. Desired Outcome:I am seeking: 1. A full refund of the ticket cost. 2. An explanation for the incorrect "no-show" status and the denial of boarding. 3. Compensation for the inconvenience caused by the mishandling of the situation. I trust the Better Business Bureau can assist in facilitating a fair resolution with Emirates Airlines.

  Customer response

  01/20/2025

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

  [Your Answer Here]

  Subject: Update on Complaint ID ******** Against Emirates
  
  Dear BBB Complaint Services,

  
  Thank you for your follow-up regarding my complaint against Emirates Airlines.
  I would like to confirm that I have not received any direct response from Emirates Airlines regarding my complaint. Emirates has neither addressed the issue of the incorrect "no-show" designation on my ticket nor taken responsibility for processing my refund.

  
  Key Details:
  Transfer of Responsibility to **************** Travel:
  Emirates has stated that since my ticket was purchased through ***********************, they are unable to process the refund directly. They have directed me to **************** for resolution.
  Failure to Address "No-Show" Designation:
  Emirates has failed to acknowledge the incorrect "no-show" status on my ticket. I arrived at the airport on time, completed online check-in, and was at the gate prior to the flight's departure. Their operational failures, including unstaffed counters, prevented me from boarding. Despite providing evidence, Emirates has not taken responsibility for this misclassification.

  
  Current Status:
  Emirates has deferred all refund responsibilities to ****************, and **************** has not yet processed my refund, citing a lack of cooperation from Emirates. This back-and-forth between the two entities has left my complaint unresolved.
  Request for Assistance:

  
  I kindly request BBBs assistance in holding Emirates accountable for their actions, including:
  Acknowledging the incorrect "no-show" classification caused by their operational failures.
  Collaborating with **************** to ensure a full refund of $3,848.73, as I was denied service due to no fault of my own.

  
  Thank you for your attention to this matter. Please let me know if additional information or documentation is required to support my case.

  
  Best regards,
  ********** *********
  ****************
  *************** ****** *************** ****** *************************** 

   

   

   

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

  Sincerely,

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

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  4 April 2024 I made reservations on Business Class with Emirates for 25 Sept. 2024 for flights ******* to ************, ************ (**). As a service they asked if I would like their ************ which has an associated cost. This service provided limo service from home to airport. The flights coincided with a safari land package starting 28 Sept.-1 Oct. SA. The Sept. 25th reservations confirmed on *** ***** *******-************ *******) to include the requested and confirmed limo service with ********* (their ************). On 22 Sept. I had called Emirates and confirmed both flight and limo service. On 23 Sept. I received confirmation from ********* for 25 Sept. pickup from home to *************** with pickup time of 1855. 25 Sept. limo pickup arrived approx. 1910. Arrived at *************** at approx. 2015 Went to check in with Emirates but the Check in counter was closed. Through the Information Desk at the airport, I found out that the flight (EK220) had boarded. I missed the flight. Emirates was able to get me on a flight on 27 Sept EK220. Due to the missed flights I missed two nights at ********************** which my travel agent calculated (see below) to have cost me $3448.00 (**). From the ************* ***** Destinations: Total cost of land package $105494.00 Following is a summary of my missed services in ************ AMOUNT 2 nights at ********************** $3,448.00

  Customer response

  12/03/2024

  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 Airlines have contacted me a couple of times asking me for the same information over and over again. I keep responding that I have given them all the information I have. Specifically they have asked me for my travel receipts showing the cost of my land package from which I occurred a financial loss of $3448.00. I have provided them what receipts that I have from my travel agency that made the relevant reservations.  I am believing that based on their responses, that they haven't even read what I have providing them.

  I recently wrote, via e-mail, their Customer Affairs & Service Audit of the Emirates Group Headquarters P.O. ************************** Emirates (e-mail ********************************************* emphasizing that everything I have has been provided per their request. I also emphasized that this whole issue was based on a simple mistake by their ************* which the airlines scheduled, that picked me up at a time too late to make my scheduled flight on 25 Sept.

  Thank you for your assistance with this matter.

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

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

   

   

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

  Sincerely,

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

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to express my extreme disappointment with my recent reservation of a business class flight with Emirates.Shortly after booking my flight (confirmation#: ******), I discovered that several competitive airlines were offering superior services at better rates. I promptly called Emirates to cancel my reservation, only to be informed that cancellations are not permitted within a week of departure. This policy was not clearly communicated at the time of booking, and as this was my first experience with Emirates, I was unaware of such restrictions. I have always encountered a 24-hour cancellation policy with other airlines, which I found to be more accommodating.Additionally, I was disheartened to find that, despite flying in business class, I was not granted access to the business lounge at *************. This was a significant disappointment, as lounge access is a key benefit I expected when booking a business class ticket. While I did appreciate the onboard service, I found the meal timings and limited options to be lacking, especially when considering the higher ticket price. In contrast, I noticed that Qatar Airlines offered a similar itinerary with first-class lounge access, an upgrade on the second leg of the journey, and on-demand meal options at even better rates.Overall, my experience with Emirates fell short of my expectations, particularly in light of the competitive offerings from other airlines. I hope you take this complaint into consideration. Thank you for your attention to this matter.

  Customer response

  11/29/2024

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

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ticket # ************* I booked a flight from *** to *** on Sep 2, arriving Sep 3. Originally, I had around a 5 hour layover. My flight was changed by emirates to sep 3, arriving sep 4. The new layover was 15 hours+. I missed a wedding because of the airline cancelation! Between the flight change and my departure date, I received several emails with alternate options to change my flight. 3 times I called Emirates, I would spend over an hour to which they would inform me that the flight is no longer available even though I had just received the email! I wasted a lot of time with poor quality of customer service. The 15 hour layover disrupted my entire sleep schedule. I was never offered any vouchers or compensation for hotels, food, or transportation. I want to be compensated with a 100% refund for my flights, and additional expenses incurred in ***** (Hotel, transportation, Food, essential supplies which were in my check in luggage (Socks and a prayer mat). If I am not fully compensated, I will take this up with a formal complaint through the Better Business Bureau and will use my online social platform to raise awareness on the low quality experience that your alleged prestigious brand pushed to the world. FYI, I am the founder of *************, the largest Arab social and professional organization in ******* which has one of the largest Arab population in the **. I don't see a place to upload receipts and when requested I am ready to provide full documentation. Total expenses incurred in USD $1384.85 Flight: $927.66 Hotel: ****** Food: $93.88 Transportation $72.93 Essential Items: $104.83

  Customer response

  11/09/2024

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

• Initial Complaint

  10/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  After linking my Skywards account to Bonvoy, the reciprocal points are not posting. While the team at ******** has been completely supportive, this does lend itself to finger-pointing by the companies, and to be left in the middle as a consumer.For this reason, I kindly request that you provide contact information for someone specialized in this department. So that I can share this with my contact at ******** and a direct coordination can be made. This will reduce unnecessary and excessive calls and emails to the ****************** air both companies.

  Customer response

  11/09/2024

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

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had a trip planned to go to *****, it was paid for and unfortunately when I got on the plane in ******* to head to ******* there was bad weather. Short story I never made it on my trip. I contacted Emirates many times in reference to this! I never wanted any money back but just my flight credit since it wasn't because of my negligence. They never helped resolve this issue!

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to formally express my dissatisfaction with the handling of my baggage claim and the inadequate customer service I experienced throughout the process. Although I have accepted the settlement, I feel it is important to raise my concerns.After reporting my claim on March 13th, 2024, I was initially told the issue would be resolved within 30 days. However, the process stretched to over 100+ days, during which I was asked to provide unnecessary documentation, despite having already submitted the required proof of purchase receipts. This created undue delays and added frustration to an already stressful situation.Moreover, the settlement offer I received was far below my actual losses. I was compensated for less than half of the total value, which exceeds $3000. Despite my acceptance of this low offer, I feel it does not adequately reflect the extent of my loss, and I believe this outcome is ********* this was my first experience flying with Emirates, I am disappointed by the poor communication, extended delays, and insufficient resolution to my claim. I hope that by addressing this complaint, Emirates will take the necessary steps to improve its customer service and ensure that future passengers do not encounter similar issues.Thank you for your attention to this matter.

  Customer response

  10/26/2024

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

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction: 30-August-2024 Amount paid to Emirates airline: CAD$ 3,662.Emirates airline did not provide half of the service. On September 21 they denied me boarding to the flight EK980 in ****** without any prior notification.I am asking Emirates airline to compensate me for $CAD4632 which is the price of the new one way air ticket I had to purchase from Turkish airline on September 21 to come back to ****** to return to work. This is because Emirates airline denied me boarding to the EK980 flight in ****** to ***** on September 21.I have contacted the customer service but one of the representative said Emirates will not refund me any money.I was denied boarding by Emirates airline on September 21 and was not able to take the flight EK980 that was scheduled for 18:20 from ****** to ***** and I had to purchase a new ticket from another airline to get back to ******. I was not informed that Emirates airline would be suspending my flight ticket for no clear reason not even before or after the flight from ****** to ***** and as of now I am not sure and since September 22 I have been looking into filing lawsuits against Emirates Airline. I paid CAD$3332 for Turkish airline tickets back to ****** after I found at ******'s airport my ticket was suspended. I also lost half of the two way ticket I originally purchased from Emirates airline because I was denied boarding to the flight to from ****** to ***** so I lost the flight from ***** to ******* as well which is about $CAD1200. I also spent another $CAD200 for extra transportation, fast track service, credit card interest to be able to come back to ****** and return to work on September 23.I have contacted the customer service but they are saying they don't have an answer and the airline will not return any money to **** am asking Emirates airline to compensate me for $CAD4632 and for traumas they caused us and need BBB's help to get them refund me this money to bring my ill old mother return to ******.

  Customer response

  10/28/2024

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

  Emirates airline has replied and in their answer they stated that they will no longer be accepting me on board with their Emirates flights. Please see the email sent by Emirates Customer Affairs attached to this message. They not only should refund me to compensate for financial and psychological damages but they also need to review their decisions because they acted based on some false feedback provided by flight attendant crew who argued over food and seat light but apparently they reported false information to protect their airline. I received credit card adjustments but that is partial of what I lost. I received refund for the Emirates return ticket (~$1100) that was the ticket refund for the flight I couldn't use due to deny boarding on the way coming back to ****** on September 21, 2024. With this, right now there is $1600 left that I spent on Turkish airline one way ticket to get back to ******* for a total of ~2700CAD plus the extra fees I paid for airport and transportation services.

   

    

  Sincerely,

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

  Customer response

  11/19/2024

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

  [Not only Emirates didn't compensate me they also blacklisted me based on some false report of a flight attendant who argued with me over contaminated water. I was able to get refund for the return (one-way) Emirates ticket that I could not use due to deny boarding. The remaining dollar amount which I had to pay to buy a new ticket back to ******* is $CAD1500. Not only the caused financial damage, but also they damaged our reputation and caused us mental distress throughout this journey. I think Emirates taking disadvantages of their name and brand by covering their human rights violations, specifically in flight EK242 on 09-Sept-2024 form ******* to *****, the behavior of flight attendants are just an example of poor customer service and abuse of power who filed complaints against with with some false feedback. I don't need to fly with Emirates once again and I only need the remaining compensation in full amount which is $CAD1500. The damage done should have costed Emirates much more than this to pay me back if I have had access to enough resources to file a formal complaint against them. I hope they can continue to run their business as well as ever but they ruined our family, vacation and plans. I am not sure where they can get away with that?!]

   

   

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

  Sincerely,

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

*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. ↩