Rich, independent and kind-spirited, Emma Woodhouse delights in matchmaking those around her. Once she has married off her close companions, she alights upon the pretty Harriet Smith to fashion into her new playmate and ally. Against the warnings of family friend Mr Knightley, Emma persuades Harriet that she is too good for her suitor, the farmer Robert Martin, and encourages her to set her sights higher.

Emma continues her attempts to marry off Harriet and Mr Elton, vicar of Highbury. Although uninterested in marriage herself, she hopes to meet the mysterious and elusive Frank Churchill at a village Christmas party. Frank does not arrive, and instead Emma becomes the subject of unwanted attention from Mr Elton. A few weeks later, village gossip focuses on the arrival of young Jane Fairfax.

Emma teases Mr Knightley about Jane, but he remains tight-lipped. Meanwhile, Frank and Emma plan a ball, and Emma wonders whether she might be in love with him. Despite having a wonderful time at a village ball, she decides not. With her matchmaking officially abandoned, Emma feels cooped up and bored, so Mr Knightley suggests a day trip to Box Hill for a change of scene and some temporary escape.

What was intended as a day of fun turns into a day of agony for everyone on the Box Hill excursion. Things come to a head when, egged on by Frank, Emma behaves very badly, insulting Miss Bates. She is berated by Knightley, and realises that her behaviour was shameful. She tries to repair things with Jane and Miss Bates, but Jane will not see her.