Emirates Airlines has confirmed its commitment to its affected customers and business partners by canceling flights and stopping travel due to the spread of the "Covid-19" pandemic. The airline has strengthened its resources and capabilities to expedite the fulfillment of customer requests to recover their money that they had previously paid to purchase their tickets.
Emirates Airlines, which has so far received nearly half a million requests for recovery, has taken proactive steps to program its final procedures and enhance its resources with the goal of accelerating the completion of the refund transactions. The carrier was dealing before the pandemic with an average of 35 thousand requests for recovery in one month, but now, it is preparing to deal with 150 thousand requests per month, as it set a goal to complete all the accumulated requests by early August.
Emirates President Sir Tim Clark said: “We are currently experiencing, as we have changed from other air carriers, difficult conditions. Although we are depleting our cash reserves to meet requests for refunds, we consider this our duty and bear our responsibility. We assure our customers and business partners that we are committed to meeting their requests , And that we are doing our best to expedite the return of their money. "
He added, "The situation remains volatile since the first weeks of the spread of the pandemic, but we have modified the exemption policy that we pursued due to the spread of Covid-19, as we have facilitated the process of re-reservation and cancellation of travel tickets, and we have repeatedly stressed that we always put our customers at the top of our priority list. We have also initiated communication. With customers who have made requests to change reservations or refund to inform them of the new options that we have provided. "
"We hope that our customers and partners will choose to book and travel with Emirates Airlines later. We say to those who choose to keep their tickets or exchange them with travel vouchers ... We look forward to receiving you on our flights in the near future. We will start announcing the resumption of our services as soon as we are able to do so."
Customers who wish to obtain travel vouchers or redeem their funds can apply through an online form or through the Emirates website, or by contacting their travel agents. Emirates offers three options for its customers affected by flight cancellations and travel restrictions:
- Maintain their current tickets for up to 24 months, and re-book when they decide to travel later. Emirates has expanded this option to include any tickets purchased before or by June 30, 2020, for travel until November 30, 2020.
- Replace the unused portion of the ticket with a travel voucher equivalent to the value paid against the original reservation. This voucher can be used to purchase any product or service from Emirates Airlines without fees, which provides more flexibility for customers to re-book when they decide their new travel date.
Refund: Customers who choose to keep their tickets or travel vouchers can submit a refund request if they cannot travel later. They will not be charged any refund fines.
These options apply to customers who have purchased their tickets through travel agents, who can consult their agents for assistance.