Dubai carrier Emirates expedites processing of refund requests

Dubai carrer Emirates has taken several measures to restructure its back-end processes and strengthen resources to expedite the processing of refunds, it announced on April 26.

The airline has nearly half a million refund requests pending to manage.

Emirates reaffirms commitment to customers and travel trade partners with ramp up of refunds capability. https://t.co/uzQgNEcXdC pic.twitter.com/d9Vl4HChOn

— Emirates Airline (@emirates) April 26, 2020

Prior to the pandemic, Emirates processed an average of 35,000 monthly refund requests, which have now spiked to 150,000 per month. The airline aims to clear its current backlog by early August.

“It is a difficult time for us, as it is for all airlines. We are dipping into our cash reserves by being proactive in processing refunds, but it is our duty and responsibility. We would like to assure our customers and trade partners that we will honour refunds, and that we are doing our best to speed things up,” said Sir Tim Clark, president Emirates Airline.

“The situation was dynamic in the early weeks of the pandemic, but we have since re-written our Covid-19 waiver policy into a simple, globally-applied approach that puts customers first. We’ve also proactively contacted those of our customers who had submitted earlier requests for refunds or booking changes, to let them know of the new options available to them.

“We sincerely hope that our customers and trade partners will choose to book and fly with Emirates again at a later time. For those who have opted to hold their tickets or exchange it for travel vouchers, we look forward to welcoming you on our flights again soon. Announcements will be made whenever we are able to resume services,” he added.

Customers who wish to request travel vouchers or refunds can do so via an online form on the airline’s website, or contact their travel booking agent for assistance.

Emirates offers three options to its customers affected by flight cancellations and travel restrictions:

• Retain the existing ticket for up to 24 months, and call to reschedule the flight when ready to fly. Emirates has extended this option which applies to any ticket booked on or before June 30, 2020, for travel on or before November 30, 2020.
• Exchange the unused portion of the ticket for a travel voucher equivalent to the amount paid for the original booking. The travel voucher can be utilised for any Emirates product or service, with no change fees.
• Refunds: Customers 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. There will be no refund penalties.

Customers who have booked through travel agents should contact their agent for assistance. The same options will apply.

On April 22, Emirates confirmed that it would resume regular operations “as soon as conditions allow”.

Read: Dubai’s Emirates says will resume services ‘as soon as conditions allow’