Emirates returns AED 5 billion (US$ 1.4 billion) to customers in refunds

By Team BitBol, 

Emirates reveals that it has returned over AED 5 billion (US$
1.4 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.
Destination Dubai: From sun-soaked beaches and heritage activities to world class hospitality and leisure
facilities, Dubai is one of the most popular global destinations. In 2019, the city welcomed 16.7 million
visitors and hosted over hundreds of global meetings and exhibitions, as well as sports and
entertainment events. Dubai was one of the world’s first cities to obtain the Safe Travels stamp from the
World Travel and Tourism Council (WTTC) – which endorses Dubai’s comprehensive and effective
measures to ensure guest health and safety.

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.

About Ali Raza

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