Emirates overhauls ticket re-booking and refunds

An updated simplified approach for rebooking and refunds on tickets issued in all global markets has been introduced in an update of Emirates’ Covid-19 travel waiver policies.

Three options are being offered by the Dubai-based carrier to customers affected by flight cancellations and travel restrictions.

They can keep their ticket for up to two years, request a travel voucher or apply for a refund, although these are likely to take time to process due to a backlog of requests.

Tickets booked before May 31 for travel up to August 31 will be automatically extended for 760 days so passengers can rebook when they decide to travel.

Travel vouchers valid for one year from the date of being issued can be extended for a second year.

Those who have opted to keep their ticket or opted for a travel voucher can still apply for a refund if they are unable to travel, with no refund penalties.

The airline’s chief commercial officer Adnan Kazim said: “The travel and airline industry have complicated rulebooks for how fares, re-bookings or refunds are applied, which also differ depending on market regulation.

“We understand that explaining and unravelling all of that is confusing and frustrating for customers.

“The Covid-19 pandemic is unprecedented for everyone, and we’d like to thank our customers and trade partners for their patience, understanding and support as we worked through this period to ensure our policies are not only customer-friendly but also in line with regulatory requirements.

“We sincerely hope that our customers will choose to rebook and fly with us again at a later time, and that is why we’re offering up to two years validity on their current tickets, or travel vouchers which can be redeemed for any Emirates product or service.

“Any fees for making a change to the tickets will be waived for tickets issued till 31 May 2020 for travel up to 31 August 2020.

“However, if they would still like to opt for a refund, we will process that.

“We would just like to seek our customers’ understanding that refunds will take time as we have a significant backlog to manage.”

Share article

View Comments

Jacobs Media Group is honoured to be the recipient of the 2020 Queen's Award for Enterprise.

The highest official awards for UK businesses since being established by royal warrant in 1965. Read more.