Our Customer Service Plan


Offer the lowest available fare

Except for Internet-only fares, we will offer the lowest fare for which you are eligible for the flight, date, and class of service you request through our telephone reservation system, at airport ticket counters, and at city ticket offices. In the US, Emirates can be contacted at the following toll-free numbers:

Telephone: 1 800 777 3999

Text Telephone: 1 888 320 1576

Notify customers of known delays, cancellations, and diversions

There may be times when weather, air traffic control, operational, or service considerations lead to flight delays, cancellations, or diversions. When this happens, we will make available the most current, accurate information about your flight’s status.

We will:

Provide ground staff, flight crew, and other appropriate personnel all information we have about flight delays, cancellations, and diversions;

  • Explain the reason for the delay, cancellation, or diversion based on the information we have; 

  • Update the information displayed at airport gates to show flight status; and 

  • Make information on known delays, cancellations, and diversions available by phone and on our website. 

  • We will contact you about cancellations when the event is known at least three hours before departure, if you provide us with contact information in your reservation. When no customer phone contact is available, if you booked your flights with a travel agency, our representatives will attempt to contact the agency.

Deliver baggage on time

We will endeavor to deliver your baggage on time. However, if your checked bags are delayed or misplaced, we will make every reasonable effort to deliver your bags within 24 hours when you are flying Emirates to your final destination. When your journey involves another carrier or carriers, you may experience a slightly longer delay.

If you incur expenses because of delayed baggage and are eligible to receive compensation, we will compensate you for reasonable and necessary out-of-pocket expenses for which you provide purchase receipts.

Refunds requested within 24 hours of booking

For itineraries booked on emirates.com/us that originate from the US, where the booking is made seven days or more prior to flight departure, you may request a refund within 24 hours of booking without penalty. Your refund will be processed within seven days of submitting the eticket refund form. Any date changes requested are subject to applicable fare conditions.

Provide prompt ticket refunds

We will provide prompt refunds for eligible tickets once we receive your request accompanied by any required documentation. To get a refund on a ticket you have paid for but not used, present your ticket or electronic ticket reference number at your local Emirates office. If your ticket was bought online, the refund will be credited to the card used to make the purchase. You may request a refund for your online e-ticket booking through our online refund request form. Refunds are issued in accordance with fare conditions.

If you used a credit card to make your purchase, we will submit the refund request to the credit card issuer within seven business days of receiving your completed request for refund. The credit card issuer will refund the purchase price under the terms of the credit card agreement; 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 business days of receipt of your completed request for refund.

Properly accommodate passengers with disabilities and other special needs

Customers with disabilities

Passengers 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 prior to your flight, of any special assistance you would like us to provide before, during, or after your flight.

Please check our website for details about the many services we offer to accommodate customers with special needs.

During lengthy tarmac delays, our employees will make every effort to properly accommodate customers with disabilities or special needs. Please check Emirates' Tarmac Delay Contingency Plan for details.

Emirates has trained complaint resolution officials (CROs) at airports in the USA (New York JFK, Houston, Los Angeles, and San Francisco) and in Dubai; CROs are available during operating hours. Our CROs are trained to handle special needs requests and are aware of disability regulations for air travel to and from the US.

Requirements for minors traveling without an adult

We know that letting your child fly alone can be worrisome, for both parent and traveler. That is why we’ve developed our Unaccompanied Minors service for children traveling with Emirates. We will do our best to ensure your child enjoys a smooth, stress-free journey from start to finish with our friendly, helpful staff.

Unaccompanied Minors are children older than 5 and under 12 years of age traveling alone; they are entitled to Unaccompanied Minors service as long as they are traveling on a full adult-fare ticket. Please note that children under 5 are not accepted for the Unaccompanied Minors service. Please contact your local Emirates office to arrange these bookings.

Young passengers are children from 12 up to, but not including, their 16th birthday. Young Passengers may also be entitled to Unaccompanied Minors service if it is requested by a 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 not be more than four hours.

  • If Dubai is the transfer point, the maximum permitted connecting time is eight hours. This is because we have a dedicated Emirates Special Handling Unit to take care of minors.

  • We cannot accept Unaccompanied Minors or Young Passengers 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 the minor is traveling with an adult escort.

  • Please note: The Emirates unaccompanied minor service is not available in conjunction with a discounted child ticket; a full adult fare must be purchased.

Meet customers’ essential needs during lengthy tarmac delays

We are committed to maintaining a reliable schedule for our customers. Safety considerations, weather, air traffic control, operations, and other factors may occasionally cause lengthy tarmac delays. We have plans and processes in place to minimize such delays. Should a lengthy tarmac delay occur, 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 drinking water, restroom facilities, and adequate medical assistance. Please check Emirates' Tarmac Delay Contingency Plan for details.

Treat passengers fairly and consistently in the case of oversales

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 passengers in accordance with Emirates’ boarding priority policy. If you are involuntarily denied boarding and have complied with our check-in and other applicable rules, we will give you a written statement that describes your rights and explains how we determine boarding priority for an oversold flight. You will generally be entitled to compensation and transportation on an alternate flight.

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

Disclose travel itinerary, cancellation policies, frequent flyer rules, and aircraft configuration

  • We will give you clear information about policies and services that may be important to you on our website and, when you ask, through our telephone reservations staff and our representatives at the airport. This means providing clear information about:
  • Aircraft configuration, including seat size and pitch ranges and lavatory availability;
  • Important terms and conditions that apply to your ticket and travel, including cancellation and refund policies; and
  • Any change of aircraft on a single flight with the same flight number.

We also make information about our Skywards frequent flyer program available on our website and in materials provided upon enrollment and in updates to Skywards members.

Encourage good customer service from codeshare partners

We encourage our codeshare partners to provide customer service commitments comparable to our own.

Ensure responsiveness to customer complaints

Information about where to direct written complaints is on our website and on all e-ticket confirmations; it is also available upon request at the airports we serve. We will acknowledge written complaints within 30 days of receipt; we will send a substantive response within 60 days of receiving your written complaint.

Provide services to mitigate inconveniences resulting from cancellations and missed connections

  • In order to reduce any inconvenience you experience during cancellations and missed connections, we will:
  • Do our best to contact you in advance regarding a flight cancellation using the contact information in your reservation or 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; and
  • Provide refreshments and hotel accommodations, if available, when a long delay, missed connection, or cancellation within Emirates control requires an overnight stay while you are away from home or destination.