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Our Customer Service Plan

Offer the lowest available fare

We will offer the lowest available fare on our US website, which you can access within the US at page in the same tab). If you inquire about a fare via our US customer contact center, we will advise you that a lower fare may be available on our official website.

Please note that this commitment is limited to providing the lowest published fare that we offer for the specific airports and type of itinerary that you request. We do not search for or quote fares for other itineraries, or by combining separate one-way tickets. 

In the US, you can also contact Emirates on the following toll-free numbers:
  • Telephone: +1 800 777 3999 (US only)
  • Text Telephone: +1 888 320 1576 (US only)

Notify customers of known delays, cancellations and diversions

While we always aim to get you to your destination on time, there may be times when weather, air traffic control or other operational factors lead to cancellations, diversions or flight delays. When this happens, we will make available the most current and accurate information about your flight to or from the US, within 30 minutes of us learning of a cancellation, diversion or delay of 30 minutes or more.

We will provide you with this information via:

  • The boarding gate area of an impacted flight, within the US.
  • Airport flight information display screens at departure airports (that are under our direct control), within the US.
  • Flight status updates at page in the same tab) and the Emirates mobile app.
  • Upon request, via phone call to the Emirates customer contact center.
  • Email alerts and notifications through the Emirates mobile app, if you have subscribed to Emirates flight status notifications.

Deliver baggage on time

We always strive to deliver your baggage in a timely manner following the flight’s arrival. 

If your baggage does not arrive on the flight with you, please see an Emirates representative in the baggage reclaim area and file a missing baggage report. We will make every reasonable effort to deliver your baggage to your final destination within 24 hours when you are flying Emirates. When your journey involves another carrier(s), you may experience a slightly longer delay. 

If you incur expenses because of delayed baggage and are eligible to receive compensation, we will reimburse you, as required by applicable international agreements and up to international limits, for reasonable and necessary out-of-pocket expenses. 

We will also reimburse any additional fees you paid us to transport a bag, if that bag is lost.

Refunds requested within 24 hours of booking

When you purchase a ticket with a flight segment to or from the US on Emirates services; either (i) through an Emirates US point of sale; or (ii) using Emirates Skywards Miles to book a reward ticket on Emirates, you can cancel the ticketed reservation without penalty and receive a full refund provided that you cancel the reservation within 24 hours of purchase, and the reservation is made one week or more prior to the first flight's departure.

Provide prompt ticket refunds

We will provide prompt refunds for eligible tickets once we receive your request. If your ticket was purchased online or via the Emirates customer contact center, the refund will be credited to the card used to make the purchase. You may make a refund request for your booking via our online refund request form(Opens link in the same tab). Refunds are issued in accordance with fare conditions.

If you used a credit card to make your purchase, we will submit the request for refund to the credit card issuer within seven business days of receiving your completed request. The credit card issuer will refund the purchase price under the terms of the credit card agreement. Please note that your credit card statement may not immediately reflect the refund. For purchases made with cash, check or other forms of payment, we will issue your refund within 20 days of receipt of your completed request for refund.

This also applies to refunding fees charged for optional services that you are unable to use due to oversales or flight cancellation.

Properly accommodate customers with disabilities and other special needs

Customers with disabilities

Customers with disabilities can look forward to a safe and comfortable journey with Emirates. We will be pleased to assist you in any way we can. We recommend that you notify us at the time of booking, or at least 48 hours before your flight, of any assistance you would like us to provide before, during, or after your flight.

Please check our Accessible Travel page(Opens page in the same tab) for details of the many services we offer to accommodate our customers with disabilities and other special needs.

During lengthy tarmac delays, our employees will make every effort to properly accommodate customers with disabilities and other special needs. For further information, please see the Emirates Tarmac Delay Contingency Plan(Opens page in the same tab).

Emirates has employees at each airport that operates services to/from the US, who are trained as Complaint Resolution Officials (CROs). Our CROs are trained to comply with the Air Carriers Access Act (14 CFR Part 382) and we will make a trained CRO available during operational hours, either in person or via telephone.

You can access a copy of the US Airline Passengers with Disabilities Bill of Rights on the United States Department of Transportation website(Opens an external website in a new tab).

Children traveling without an adult

We know that letting your child fly alone can be worrisome, for both parent and child. That is why we have developed our Unaccompanied Minors service for children traveling alone with Emirates.

We make sure your child enjoys a smooth and stress-free journey from start to finish with our friendly, helpful staff. Unaccompanied Minors are children above five and under 12 years of age traveling alone, and are entitled to the Unaccompanied Minors service as long as they are traveling on a full adult fare ticket. Please note that we do not accept children under five as Unaccompanied Minors. Please contact our customer contact center to arrange these bookings. For further information on our Unaccompanied Minors service, please see the Unaccompanied Minors page(Opens page in the same tab).

Children from 12 years of age up to, but not including, their 16th birthday, can also enjoy the Unaccompanied Minors (Opens page in the same tab) service for a fee, if specifically requested by the parent or guardian.

Be aware that:

  • To avoid any inconvenience to your child, if there is another airline included in the itinerary, we recommend that the connecting time at transfer points does not exceed four hours.
  • If Dubai is the transfer point, the maximum permitted connecting time is eight hours. This is because we have a specialist team to take care of children.
  • We cannot accept Unaccompanied Minors for journeys with transfer connections involving either an overnight stay at a transfer point or a transfer between two airports at the connecting point, unless the parent or guardian has arranged for the child to be met and cared for at the transfer point (and these arrangements are confirmed by the local Emirates office), or if the child is traveling with an adult escort.
  • Please note that the Emirates Unaccompanied Minors service is not available in conjunction with a 'child' discounted ticket; you must purchase a full adult fare.

Meeting customers’ essential needs during lengthy tarmac delays at US airports

We make sure we run a reliable schedule for our customers. Safety considerations, weather, air traffic control, operations and other factors may occasionally cause lengthy delays on the ground. We have plans and processes in place to minimize such delays. Should a lengthy tarmac delay occur at a US airport, and if safety and security considerations permit, we will make every reasonable effort to ensure that your essential needs are met by providing food and water at specific intervals; restroom facilities; and adequate medical assistance. For further information, please see Emirates Tarmac Delay Contingency Plan(Opens page in the same tab).

Treat customers fairly and consistently in the case of oversold flights at US airports

Airline flights may occasionally be overbooked, and there is a slight chance that a seat will not be available on a flight for which you hold a confirmed reservation.

If your flight is oversold, you will not be denied a seat until we first ask for volunteers willing to give up their confirmed seats in exchange for compensation (in an amount determined by Emirates) and travel on a later, specified flight. If there are not enough volunteers, we will deny boarding to customers in accordance with Emirates’ boarding priority policy. If you are involuntarily denied boarding and have complied with our check-in and other applicable terms and conditions, we will give you a written statement that explains your rights and our boarding priority policy for an oversold flight. You will generally be entitled to compensation and transportation on an alternate flight, as required by 14 CFR Part 250.

Compensation will not be payable to a customer who does not comply with Emirates’ reservation and check-in requirements, or who cannot be accepted for transportation under the terms and conditions detailed in Emirates' Conditions of Carriage(Opens a PDF in a new tab).

Our rules for the payment of compensation, as well as our boarding priority policy, are available at each US airport we serve.

Disclose cancellation policies, frequent flyer rules, aircraft configuration and lavatory availability

We will give you clear information on our website about policies and service aspects that may be important to you and, when you ask, through our customer contact centers. This means providing clear information about: 

We also make information about our Emirates Skywards loyalty program(Opens link in the same tab) on our website(Opens page in the same tab) and in materials provided upon enrollment and in updates to Emirates Skywards members.

Notify customers in a timely manner of changes to a travel itinerary

Occasionally, unforeseen or extraordinary circumstances require us to change the schedule of a flight after the booking has been made. Where the change is known at least seven days in advance, we will endeavor to advise customers and travel agents of changes to itineraries. 

We will contact customers who have booked with us directly, either via our website or our customer contact centers, using the telephone number or email address given to us at the time of booking. 

For customers who booked through a travel agent or tour operator, and who have not provided us with their contact details, we will send a notification message directly to the agent/operator through Emirates’ reservations system.

Ensure responsiveness to customer complaints

You can find information on how to submit a written complaint on the Feedback or Complaint page(Opens page in the same tab); on all ticket confirmations; and upon request at the airports we serve. You may also write to us at Emirates Customer Affairs, Emirates Group Headquarters, PO Box 686, Dubai, UAE. We will acknowledge written complaints within 30 days of receipt and will send a substantive response within 60 days of receiving your written complaint.

Identify services to mitigate inconveniences resulting from cancellations and misconnections

To reduce any inconvenience you experience during cancellations and misconnections, we will:
  • Do our best to contact you in advance regarding a flight cancellation using the contact information in your reservation or in your Emirates Skywards profile.
  • Work to confirm you on the next flight we operate that has seats available in the same class of service when rebooking is necessary.
  • Provide refreshments and hotel accommodation (if available), if an overnight stay is required while you are away from your home or destination.