Tried to complain to Emirates but got ignored? We’ll help you escalate it.
Submit a Emirates complaint that gets taken seriously. Ajust helps you lodge a formal complaint that bypasses bots, delays, and dead ends.
How to submit a complaint with Emirates
Online Complaint Form (Recommended):
The fastest way to officially lodge your complaint is via the Emirates Feedback and Complaints Form. Enter your details (name, contact, Skywards number if applicable), flight information (booking reference, flight number), and clearly describe your issue. You’ll immediately receive a confirmation and reference number.
Phone – Call Emirates Directly:
Within Australia, contact Emirates on 1300 303 777. Overseas passengers can find local numbers via Emirates’ Local Offices page. Clearly request a formal complaint be logged and always request a reference number.
Emirates App:
Use the Emirates app for basic assistance and to request callbacks. For detailed formal complaints, it’s best to use the official online form or phone channels.
Social Media (Quick Attention):
Reach out to Emirates on Twitter @EmiratesSupport or Facebook. Useful for immediate attention, though formal resolution typically requires additional follow-up via official channels.
At the Airport or In-flight:
Immediately raise any issues with cabin crew or airport ground supervisors. Follow up via official complaint channels afterward for formal records and resolutions.
Tip: Clearly state the resolution you seek (refund, compensation, apology) and retain all correspondence and reference numbers.
Acknowledgment:
Emirates will acknowledge your complaint within 30 days, usually instantly when submitted online, providing a reference number.
Investigation & Case Assignment:
A dedicated Customer Affairs officer reviews your complaint, checks records, coordinates internally, and investigates thoroughly. Complex issues may involve multiple departments and can take additional time.
Response Timeline:
Expect a detailed response within 60 days. Simple issues are usually resolved sooner, but Emirates commits formally to the 60-day timeline.
Communication Method:
Responses are typically via email from Customer Affairs, clearly referencing your complaint number. Occasionally, Emirates may call for urgent or complex situations.
Resolution Types:
- Apologies & Compensation: Miles, vouchers, or partial refunds.
- Problem Fixes: Refunds, baggage issues rectified, etc.
Follow-up: You can respond to Emirates' resolution email if dissatisfied, prompting further internal review.
Common complaints against Emirates
- Flight Delays & Cancellations:
Passengers regularly report dissatisfaction with delayed flights and Emirates’ response to disruption, such as inadequate communication or accommodation assistance. - Baggage Problems:
Common issues include lost, delayed, or damaged luggage. Communication gaps and delayed compensations are frequently cited problems. - Seat Assignments & Downgrades:
Passengers report frustration with changed seating assignments, unexpected downgrades, or comfort issues, especially on long-haul flights. - Poor Customer Service & Complaint Handling:
Slow responses, lack of empathy, and generic replies to serious complaints are common frustrations, particularly during busy periods. - In-flight Service Issues:
Complaints often revolve around poor meal quality, entertainment system failures, or crew attitude. - Refund & Ticketing Issues:
Long wait times for refunds, disputes over charges, and errors in bookings cause frequent frustration.
Real complaints submitted through Ajust
How other Emirates complaints got resolved
Delayed Baggage & Slow Response: A passenger’s baggage failed to arrive due to airline error. Emirates eventually delivered the bag and compensated the passenger with vouchers and Skywards miles.
Child in Soiled Seat (Escalated): An initial dismissive response from Emirates to a complaint about cleanliness was rectified only after escalation, resulting in a formal apology and a compensation voucher.
Flight Downgrade & Fair Compensation: A passenger downgraded due to an aircraft swap received a full fare difference refund and an additional Emirates voucher.
1. Internal Escalation:
- Request review by senior Customer Affairs management through your initial complaint response.
- Contact Emirates' local offices (e.g., Sydney) for ground-specific issues.
- As a final internal measure, send a formal letter to Emirates Headquarters in Dubai for significant unresolved complaints.
2. External Escalation (Regulators & Consumer Bodies):
- Australian Consumer Protection Bodies (ACCC, State Fair Trading): For breaches of Australian Consumer Law (refund issues, misleading conduct).
- U.S. Department of Transportation (DOT): For U.S.-related flights or U.S. passenger rights violations.
- EU National Enforcement Bodies (NEBs): For flights departing from EU airports involving delays or cancellations under EU261.
- Canadian Transportation Agency (CTA): For flights involving Canadian passenger protection rights.
3. Legal Action & Media Pressure:
Small claims courts or tribunal as a final recourse for significant unresolved financial disputes. Media exposure can also motivate swift resolution for particularly egregious incidents.
Tip: Always document your communications carefully to support any escalation efforts.
- Australian ACCC & Fair Trading: Consumer protection enforcement for Australian operations.
- U.S. DOT: Handles U.S.-related aviation consumer complaints.
- EU NEBs (National Enforcement Bodies): For EU flights regarding compensation for delays or cancellations.
- Canadian CTA: For enforcing Canadian passenger rights.
- UAE GCAA: General Civil Aviation Authority, relevant mainly for significant safety issues.
Note: Emirates isn't covered by Australia's Airline Customer Advocate. Use international regulatory bodies based on your flight's jurisdiction.
Emirates Complaints FAQs
You’ve done your part, now it’s time to hold Emirates accountable.
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