u/Interesting-Pie7088

We booked Emirates Business Class tickets for my elderly parents (79 and 83) from Mumbai to the USA through a travel agency in India.

On a previous Emirates business trip they received chauffeur service and lounge access, but the agent recently informed us these benefits are not included on the current ticket because of the fare class. Unfortunately this was never explained during booking, and now the agency is asking for additional payment.

Has anyone dealt with this situation before? Is there a way to work directly with Emirates to verify whether chauffeur and lounge access can be added? Any advice would be appreciated.