Had an issue with Emirates? Get a real response.
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.
Emirates complaints submitted through Ajust
I’m still trying to get answers after my luggage, which was supposed to transfer from Dubai to Rome, never arrived for my entire holiday. We weren’t given any money at Dubai airport to buy clothes, toiletries or food, and we were stranded four days due to storm flooding. The bag was only collected later in Sydney on our return. - Coral
My wife became sick from the food on our Dubai to Singapore flight, and Emirates then refused to let her board without a fit-to-fly clearance. We were left with no hotel, no lounge and no flights arranged, even with two young kids. After sorting it ourselves, we later found we had been charged for the replacement flight, which shouldn’t have happened. - Abbas
My bag was lost on flight EK413 from Sydney on 14 June 2024 and never arrived during my six-week trip, even after I filed a report. Being without essential items caused real distress and extra expense as I had to buy necessities while travelling. I’m seeking compensation equal to what I spent on those essential purchases. - Cheryl
I was charged US$500 for 12kg of excess baggage even though Emirates’ policy is US$40 per 5kg, and the system wouldn’t let me pre-book online beforehand. Then my Dubai to Denpasar flight was changed to Batik Air, and on the 6.5-hour flight we weren’t given any food or water. I want the overcharge reviewed and compensation for the downgrade. - Rizwana
How other consumers 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
What’s the fastest way to submit an Emirates complaint and get a reference number?
The quickest way is to use the Emirates online Feedback and Complaints Form, which gives you an instant acknowledgment and reference number. This helps you track your case without waiting on hold and keeps all details documented clearly. If you prefer speaking to someone, calling Emirates directly also lets you request a formal complaint record, but the online form remains the most time-smart option.
How long does Emirates usually take to resolve a complaint?
Emirates typically responds within 60 days, with simple complaints often handled sooner. They first acknowledge your submission, assign a Customer Affairs officer, and investigate across internal departments before giving a detailed answer. Keeping your documents and reference number handy makes follow-ups easier if timelines stretch beyond what you were told.
What can I do if Emirates isn’t taking my complaint seriously or keeps sending generic replies?
If you’re not getting meaningful progress, you can ask for senior Customer Affairs review, which triggers a deeper internal reassessment. If that still doesn’t move things forward, you can escalate externally through regulators based on where your flight originated or landed. Clear documentation, timelines, and evidence make escalations faster and more effective for consumers who’ve already tried the standard process.
When should I escalate an Emirates complaint to a regulator like the ACCC, DOT, or an EU body?
You should escalate when your issue involves consumer rights—like refunds, cancellations, or delay entitlements—and Emirates hasn’t resolved it after internal review. Regulators such as the ACCC in Australia, the DOT in the U.S., or EU National Enforcement Bodies handle specific flight-jurisdiction rights and can prompt stronger action. Escalating with the right evidence gives you a clearer path forward when the airline process stalls.
You’ve done your part, now it’s time to hold Emirates accountable.
Take the final step and submit a complaint that gets seen and responded to.