News

Emirates returns over €1.15 billion to customers in refunds

Emirates returns over €1.15 billion to customers in refunds

Emirates reveals that is has returned over AED 5 billion (circa €1.15 billion) in COVID-19 related travel refunds to date, making strong and steady progress on its commitment to customers to complete pending refunds.

More than 1.4 million refunds requests have been completed since March, representing 90% of the airline’s backlog. This includes all requests received from customers around the world up until the end of June, save for a few cases which require further manual review.

Since the pandemic hit, Emirates has invested additional resources to ramp up its processing capability. The airline also continues to work with industry partners to facilitate refunds for those who have booked their Emirates flights through travel agents, this includes enabling direct refunds processing via global booking systems (GDS).

Sir Tim Clark, President Emirates Airline said: “We understand that from our customers’ standpoint, each pending refund request is one too many. We are committed to honouring refunds and are trying our utmost to clear the massive and unprecedented backlog that was caused by the pandemic. Most cases are straightforward, and these we will process quickly. But there are cases which will take a bit more time for our customer teams to manually review and complete. We are grateful to our customers for their patience and understanding.”

As global travel markets slowly re-open, Emirates has gradually restarted its passenger operations around the world, always ensuring that it provides customers with a safe and smooth travel experience.

The airline has introduced a series of industry-leading initiatives to provide customers with additional reassurance and confidence when they travel – from bio-safety measures at every step of their journey, to free COVID-19 medical cover, and flexible booking policies.

Emirates currently offers flights to over 80 cities. Customers can stop over or travel to Dubai as the city has re-opened for international business and leisure visitors. Ensuring the safety of travellers, visitors, and the community, COVID-19 PCR tests are mandatory for all inbound and transit passengers arriving to Dubai (and the UAE), including UAE citizens, residents and tourists, irrespective of the country they are coming from
Flexibility and assurance: Emirates’ booking policies offer customers flexibility and confidence to plan their travel. Customers who purchase an Emirates ticket by 30 September 2020 for travel on or before 30 November 2020, can enjoy generous rebooking terms and options, if they have to change their travel plans due to unexpected flight or travel restrictions relating to COVID-19, or when they book a Flex or Flex plus fare. More information here.

Free, global cover for COVID-19 related costs: Customers can now travel with confidence, as Emirates has committed to cover COVID-19 related medical expenses, free of cost, should they be diagnosed with COVID-19 during their travel while they are away from home. This cover is immediately effective for customers flying on Emirates until 31 October 2020 (first flight to be completed on or before 31 October 2020), and is valid for 31 days from the moment they fly the first sector of their journey. This means Emirates customers can continue to benefit from the added assurance of this cover, even if they travel onwards to another city after arriving at their Emirates destination. For more details: www.emirates.com/COVID19assistance.

Health and safety: Emirates has implemented a comprehensive set of measures at every step of the customer journey to ensure the safety of its customers and employees on the ground and in the air, including the distribution of complimentary hygiene kits containing masks, gloves, hand sanitiser and antibacterial wipes to all customers. For more information on these measures and the services available on each flight, visit: www.emirates.com/yoursafety.

Click to add a comment

Leave a Reply

Your email address will not be published. Required fields are marked *

News

Michael Flood is the Editor of Ireland's leading travel industry publication, Irish Travel Trade News. With more than 35 years experience, he has accumulated an in-depth knowledge of the airline industry and the travel and tourism world.

More in News

Willie Walsh Appointed Deputy Chairman of CarTrawler

Neil SteedmanSeptember 29, 2020

G Adventures to Host ‘Retravel Live’ Virtual Event Series

Neil SteedmanSeptember 29, 2020

London Travel Week Will Be Fully Virtual in 2020

Neil SteedmanSeptember 29, 2020

IATA Calls for Universal Testing to Rebuild Aviation Confidence

Neil SteedmanSeptember 29, 2020

UNWTO Launches New Tourism Recovery Tracker

Neil SteedmanSeptember 29, 2020

Emirates to resume flights to Johannesburg, Cape Town, Durban, Harare and Mauritius,

Michael FloodSeptember 29, 2020

ITAA Calls for Covid-19 Tests Before Flight Departures

Neil SteedmanSeptember 29, 2020

Royal Caribbean announces updates to 2021 Summer cruises

Michael FloodSeptember 29, 2020

“Celebrity Cruises’ newest ship, Celebrity Apex, arrives in Southampton

Michael FloodSeptember 29, 2020

Copyright © 2019 Belgrave Group Limited, C4 Nutgrove Office Park, Nutgrove Avenue, Rathfarnham, Dublin 14, Ireland