Originally Posted by BA Humbug

Welcome to Flyertalk & the Emirates forum, sorry it is such circumstances that bring you here but we hope you'll continue to hang around for the better parts of Emirates after this. Please be mindful that you are limited to 5 posts within your first 24 hours, if you hit that limit you'll be reuqired to wait before posting!

Emirates is correct in saying you need to deal with your travel agent, as they cannot touch the booking. But something doesn't add up here regarding the $2k "payment' -- it does not sound like the agency upgraded your tickets from a Special to Saver. There is no ticket type that includes Chauffer service and Lounge in Mumbai but not the US/DXB, it either fully includes at every point (in IAD, DXB, and BOM), or none at all. Please note upgrading from Special to Saver also includes other underlying benefits such as ability to change/cancel the ticket and slightly more Emirates Skywards miles, if those are important to you.

But, as others have said, it's much cheaper to arrange Marhaba service / other chauffer services independently than paying $2k for effectively a nicer taxi in Mumbai in addition to lounge access in 2 airports (IAD and DXB). Marhaba Gold & Elite service will meet you as you get off the plane, something EK Business/First class does not even do.