Emirates Airlines Customer Care in India: A Complete, Practical Guide

How to reach Emirates Customer Care in India

For India-based travelers, the fastest way to get help from Emirates is via the “Help and Contacts” portal, set to India. Go to https://www.emirates.com/in/english/help/ and select “Contact us” to see the current India phone line, operating hours, and city office availability. Phone support generally operates 24/7, but specific hours for ticketing offices in India vary by city and are displayed on that page. If you booked through a travel agent or an online travel agency (OTA), Emirates can assist with flight information and special requests, but ticket changes and refunds must usually be handled by the issuing agent.

Live support is also available inside the Emirates App (iOS and Android) via chat, and on the website through live chat for many queries such as seat changes, meal requests, and baggage questions. For service after travel (delays, baggage issues, refunds, and feedback), use the Customer Affairs webform: https://www.emirates.com/in/english/help/complaints-and-claims/ so your case is logged with a reference number. Social support is provided on X (Twitter) at @EmiratesSupport for general guidance; however, for security and privacy, agents will direct you to phone, app, or webform for booking-specific action.

• Help and Contacts (India): https://www.emirates.com/in/english/help/ — find India phone numbers, city office hours, and live chat.
• Manage Your Booking: https://www.emirates.com/in/english/manage-booking/ — change flights, seats, meals; add baggage; request receipts.
• Customer Affairs (complaints/claims): https://www.emirates.com/in/english/help/complaints-and-claims/ — refunds, feedback, baggage issues; receive a case reference.
• Special assistance and medical requests: https://www.emirates.com/in/english/before-you-fly/health/ — wheelchair, medical clearance, mobility devices.
• X (Twitter) support: https://twitter.com/EmiratesSupport — general help; no booking changes processed via DMs.
• Mobile app: search “Emirates” on the App Store or Google Play — live chat, mobile boarding passes, flight alerts.

What customer care can do for you

Customer care agents in India can handle ticket reissues and voluntary changes (subject to fare rules), process refunds, assist with involuntary rebookings during disruptions, and add special service requests (SSR) such as wheelchair assistance (WCHR/WCHS/WCHC), special meals (VGML, AVML, KSML, etc.), and sports equipment. They can also explain fare conditions—such as change penalties, no-show rules, and cancellation eligibility—before you commit to any charge. Always ask for the total cost in INR and a breakdown (base fare change, tax difference, and any service fee) before authorizing payment.

For baggage, customer care can confirm your allowance and help you buy extra in advance, which is typically cheaper than at the airport. On Emirates’ weight concept routes (India–Dubai and beyond, excluding the Americas), typical complimentary allowances are: Economy 20–35 kg (varies by fare brand), Business 40 kg, and First 50 kg. Cabin baggage limits are usually 7 kg for Economy (1 piece) and up to 14 kg across two pieces (max 7 kg each) for Business/First; size limits apply and are enforced at check-in. Exact entitlements are shown on your e-ticket and in Manage Your Booking.

During operational disruptions (weather, ATC, aircraft swaps), agents can rebook you on the next available Emirates flight according to your fare and availability. If you connect in Dubai and face a long layover due to schedule constraints, ask about “Dubai Connect” eligibility: as a guide, it may apply when the connection is 8–26 hours, no shorter connection is available on the same ticket, and your fare is eligible. If you think you qualify, request assistance through customer care or Manage Your Booking well before travel.

Practical steps before you call

Have your six-character booking reference (PNR), 13‑digit ticket number (starts with 176 for Emirates-issued tickets), full name as on the passport, and your travel dates/cities ready. If you are not the traveler, agents may require the passenger to join the call or provide documented authorization for data protection. For payment-related actions, you might be asked for the last four digits of the payment card, the billing address, and an OTP for secure 3‑D authentication if you pay by card.

If you booked via a third party, obtain the agency’s booking reference in addition to the Emirates PNR. For schedule-change or disruption cases, ask the agent for the “Service Request (SR) reference” and note it down; it speeds up follow-ups and escalations. When discussing changes, request a fare quote with a time limit (e.g., “valid to 23:59 IST today”) so you know how long the price is held.

• Booking data: PNR, ticket number (176‑xxxxxxxxxx), passenger names as per passport, phone/email on booking.
• Travel documents: passport details, visas if applicable, special assistance/medical letters (if required), proof of eligibility for infant/child fares.
• Payment: last 4 digits of card, cardholder on call if different, GSTIN details (if you need a GST invoice), and preferred currency (INR).
• Change/refund context: reason for change (voluntary vs disruption), your preferred new dates/times, willingness to connect via other Emirates hubs, and any flexibility windows (±1–3 days).

India-specific policies, payments, and refunds

When paying in India, Emirates accepts major credit and debit cards; additional local options may appear at checkout depending on your bank and location. If your company needs a GST-compliant receipt, add your GSTIN and registered address during booking or request a corrected invoice via customer care after purchase. Ask the agent to confirm “place of supply” and invoice details at the time of issue to avoid rework.

Refund timelines depend on the fare rules and the payment method. As a general benchmark, approved credit/debit card refunds are submitted by Emirates within 7 business days, after which banks may take extra time to post funds. In India, the Directorate General of Civil Aviation (DGCA) guidance expects airlines/agents to process eligible refunds to the original form of payment within 7 working days for credit card purchases and within 30 working days for cash/cheque transactions. If you booked via a travel agent, the agent must initiate the refund; Emirates cannot override the ticketing agent’s control on ARC/IATA stock.

If your flight was cancelled by the airline or underwent a significant schedule change, ask customer care to outline your options: free rebooking, travel voucher (if offered), or refund per fare rules. For partially used tickets, the refund is typically prorated based on the unused coupons and taxes. Always request a written confirmation (email or case reference) of what was agreed, including any waivers applied due to disruption.

Airport and check-in in India

Online check‑in opens 48 hours before departure and normally closes 90 minutes prior. At the airport, Emirates check‑in counters typically open 3 hours before departure and close 60 minutes before departure for Economy; boarding gates may close 20 minutes prior. For international departures from major Indian airports, factor in security and immigration; arriving at the terminal 3 hours ahead is prudent, and 3.5–4 hours is safer during peak holidays (December–January, summer school breaks, and long weekends).

Many Emirates flights in India operate from the primary international terminals used by most full‑service carriers (for example, Delhi Terminal 3 and Mumbai Terminal 2). Verify your terminal on your e‑ticket and the airport’s website on the day of travel, as terminal assignments can change. If you need lounge access details, check the Emirates App’s “Lounges” section; in India, Emirates generally uses partner lounges for eligible Business/First passengers and Skywards status holders.

For baggage: weigh and tag compliance is strict. Economy cabin baggage is generally limited to 1 piece up to 7 kg; Business/First up to 2 pieces totaling 14 kg (each piece max 7 kg). On weight‑concept tickets (most India routes), checked baggage allowances range from 20 to 35 kg in Economy depending on fare brand (Special, Saver, Flex, Flex Plus), 40 kg in Business, and 50 kg in First. Buying extra baggage online in advance is often significantly cheaper than at the airport; see your personalized offer in Manage Your Booking.

Escalations and complaint handling in India

If you’re unsatisfied with the initial resolution, ask the agent to create or update a Customer Affairs case and provide you a written acknowledgement with a reference number. Keep all supporting documents: boarding passes, baggage receipts, photos of damaged items, and expenses (hotel/meals) with GST invoices. For baggage delay or damage, submit your Property Irregularity Report (PIR) at the airport before leaving the arrivals hall and then follow up via the Customer Affairs webform within the time limits (typically 7 days for damage and 21 days for delay).

For regulatory escalation in India, use the Government of India’s AirSewa portal/app: https://airsewa.gov.in. File your complaint under the appropriate category and include your Emirates case reference, PNR, dates, and all correspondence. As a working guideline, allow the airline up to 30 days to respond on complex cases; AirSewa aims to facilitate resolution thereafter. If you purchased from a travel agent and the issue is ticketing/refund related, you may also need to file with the agent and include that ticketing trail in your AirSewa complaint.

Throughout the process, document the date/time of calls, names (or IDs) of agents you spoke with, and any quoted amounts or deadlines (for example, “fare holds until 23:59 IST on 14 Aug 2025”). This record helps if you need to escalate further or if a disruption triggers new waivers that change your options.

Cost and fare examples (for planning)

Indicative one‑way fares ex‑India to Dubai fluctuate by season and booking window. Typical ranges seen in the last few seasons: Economy INR 12,000–30,000 off‑peak, INR 35,000+ in peak; Business INR 60,000–120,000; First INR 200,000+. Long‑haul beyond Dubai varies widely—always check Manage Your Booking or the fare calendar for live pricing and availability. Service fees may apply if you change or buy tickets via phone or at a ticketing office; ask the agent to disclose any fee in INR before you pay.

For the most accurate, current contact numbers, hours, and service options in India, rely on the Help and Contacts page: https://www.emirates.com/in/english/help/. It is updated more frequently than printed or third‑party sources and will reflect any temporary changes during peak travel, weather events, or public holidays.