Emirates has updated its COVID-19 travel waiver policies
into one simplified approach for rebooking and refunds on tickets issued in all
its global markets, putting customers as first priority.
Adnan Kazim, Emirates Chief Commercial Officer said, "The
travel and airline industry have complicated rulebooks for how fares,
re-bookings or refunds are applied, which also differ depending on market
regulation. We understand that explaining and unravelling all of that is
confusing and frustrating for customers. The COVID-19 pandemic is unprecedented
for everyone, and wed like to thank our customers and trade partners for their
patience, understanding and support as we worked through this period to ensure
our policies are not only customer-friendly but also in line with regulatory
requirements.
"We sincerely hope that our customers will choose to rebook
and fly with us again at a later time, and that is why were offering up to two
years validity on their current tickets, or travel vouchers which can be
redeemed for any Emirates product or service. Any fees for making a change to
the tickets will be waived for tickets issued till 31 May 2020 for travel up to
31 August 2020. However, if they would still like to opt for a refund, we will
process that. We would just like to seek our customers understanding that
refunds will take time as we have a significant backlog to manage."
Emirates is offering three options to its customers
affected by flight cancellations and travel restrictions:
1 - Keep your ticket: all Emirates tickets booked
before 31 May for travel up to 31 August will be automatically extended for 760
days. Customers holding such tickets can be assured their tickets will be
honoured, and they can rebook when they decide to travel.
Whenever they are ready to travel again, within two years
from the day their ticket was originally issued, they simply need to contact
Emirates or their travel agents to reschedule their flight. Their ticket will
be accepted for any flight to the same Emirates destination or to another city
within the same Emirates region with no fees for changes. Those who wish to
rebook their ticket to travel to another region can also do so Emirates will
not charge reissuance fees, only any applicable fare difference.
2 - Request a travel voucher: Travel vouchers are
valid for one year from date the voucher was issued, and can be extended for a
second year. The voucher can be used for any Emirates product or service, which
means customers can use it to offset charges for flights to any destination in
any cabin class, or other services. No change fees apply to this voucher, so
customers will have more flexibility to reschedule when they are ready to
travel again.
3 - 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.
Emirates has also made it easy for customers to request
these options online through a simple form.
For more information, or to apply for any of the above
options, customers can visit emirates.com.
Customers who have booked through their travel agents should contact their
agents for assistance - the same waiver policies will apply.
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