This archive report was first published on 3 July 2020.
As the world slowly recovers from the COVID-19 pandemic, Emirates has made significant strides in processing refunds for its customers. In the past two months, the airline has successfully processed nearly 650,000 refund requests, returning over Ksh55.2 billion to its customers.
According to Emirates' Chief Commercial Officer, Adnan Kazim, the airline had committed to clearing its backlog of refund requests by August, which stood at nearly half a million requests in April. The airline has since exceeded this target, with its processing capability increasing from an average of 35,000 requests a month to nearly 200,000.
Emirates has also revised its booking policies to offer customers more flexibility and confidence to plan their travel. Customers who purchase an Emirates ticket by 31 July 2020 for travel on or before 30 November 2020, can enjoy fully flexible terms when they book a Flex or Flex plus fare, or if they have to change their travel plans due to COVID-19 related flight or travel restrictions.
These flexible terms include free date changes for travel in the same cabin to the booked destination, or to/from Dubai, free rebooking to any alternate Emirates destination in the same region, or to/from Dubai, extended ticket validity for 2 years from the purchase date for future use, and the option to convert the ticket value to a Travel Voucher that may be used as credit towards future travel purchases with Emirates.
Emirates customers whose travel plans are disrupted by COVID-19 related flight or travel restrictions, can easily request travel vouchers or refunds via an online form on Emirates' website, or contact their travel booking agent for assistance.
