Our Customer Service Plan

We will offer the lowest available fare on our website(Opens page in the same tab), which you can access within the U.S. at www.emirates.com/us(Opens page in the same tab). If you inquire about a fare through our U.S. customer contact center, we will advise you that a lower fare may be available on our website(Opens page in the same tab).

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

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 U.S. 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 in the U.S.
• Airport flight information display screens at U.S. airports that are under our direct control.
• Flight status updates on our website(Opens page in the same tab) and the Emirates mobile app.
• Upon request, via phone call to the Emirates customer contact center.
• Email and Emirates mobile app notifications if you have subscribed to Emirates flight status notifications.

We always strive to deliver your baggage promptly after your flight arrives.

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. Consistent with the requirements of 14 CFR 260.5, we will make every reasonable effort to deliver your baggage to your final destination within 15 or 30 hours, depending on the duration of your last non-stop flight segment between the U.S. and a foreign point while flying Emirates. Please note that you may experience a slightly longer delay when your journey involves other carriers.

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

We will also refund any additional fees you paid us to transport a bag if that bag is significantly delayed or lost. For additional fees paid directly to our codeshare or interline partners, please contact them directly for refunds.

If your flight is cancelled, significantly delayed, or changed, and we offer alternative transportation or other forms of compensation instead of a refund, we will advise you of your right to reject any alternative and receive a refund, in accordance with 14 CFR 260. When due, prompt refunds will be provided in the original form of payment for airfares and optional fees paid for services related to your flight, including fees paid to transport checked baggage.

If you purchased your ticket through a third-party travel site or agency, or one of our codeshare or interline partners, please contact them directly to discuss your options or to request a refund.

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 the refund 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, debit card, or other forms of payment, we will issue your refund within 20 calendar days of the refund request.

For all other refund requests, we will provide prompt refunds for eligible tickets and fees charged for optional services once we receive your request. If you purchased your ticket directly from Emirates, you may request a refund using our online refund request form(Opens link in the same tab). Refunds are issued in accordance with fare conditions and the terms and conditions for optional services.

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 notifying 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.

For details on our various services to accommodate customers with disabilities, please visit our Accessible Travel page(Opens page in the same tab).

At each airport where Emirates operates flights to and from the U.S., we have employees trained as Complaint Resolution Officials (CROs). Our CROs are trained to comply with 14 CFR Part 382 and will be available during operational hours, either in person or via telephone

If a flight of a customer with a disability is significantly changed and they choose not to continue travelling, we will provide a refund. Additionally, we will refund any other individuals included in the same reservation if they do not wish to travel without the customer with disabilities, in accordance with 14 CFR 260.6.

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

We are committed to maintaining a reliable schedule for our customers. However, safety considerations, weather conditions, air traffic control, and other operational factors may occasionally lead to lengthy delays on the ground. We have established plans and processes to minimize such delays.

In the event of a lengthy tarmac delay at a U.S. airport, and if safety and security considerations allow, we will make every reasonable effort to meet your essential needs. This includes providing food and water at specific intervals, access to restroom facilities, and adequate medical assistance.

For further information, please refer to the Emirates Tarmac Delay Contingency Plan(Opens page in the same tab).

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 provided to customers who do not meet Emirates’ reservation and check in requirements, or who cannot be accepted for transportation under the terms and conditions outlined in Emirates' Conditions of Carriage for Passengers and Baggage(Opens a PDF in a new tab).

Our rules for the payment of compensation and boarding priority policy are available at each U.S. airport we serve.

We will provide clear information on our website about policies and service aspects that may be important to you. This information will also be available upon request through our customer contact centers. This means providing clear information about: 

• Aircraft configuration and lavatory availability(Opens page in the same tab).
• Important terms and conditions that apply to your ticket and travel, including refund and cancellation policies.

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

Occasionally, unforeseen or extraordinary circumstances may require us to change a flight schedule after a booking has been made. If we are aware of a change at least seven days in advance, we will make every effort to advise customers and travel agents about changes to itineraries.

Customers who booked directly through our website or customer contact centers will be contacted using the telephone number or email address provided at the time of booking.

For customers who booked through a third-party travel site or agency and have not provided us with their contact details, we will notify the agent or operator directly via Emirates’ reservations system.

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 send a substantive response within 60 days of receiving your complaint.

• Make every effort to contact you in advance about a flight cancellation using the contact information provided in your reservation or your Emirates Skywards profile.
• Work to confirm you on the next flight we operate with seats available in the same class of service if 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.