Delivering on its customer promise, Emirates has completed an intensive programme to clear its backlog of refund requests which was caused by pandemic-related travel disruption.
Over the seven-month period starting April, Emirates received, validated and processed nearly 1.7 million refund requests. This resulted in the airline returning AED 6.3 billion refunds to its customers. Of this sum, AED 4.7 billion was refunded to customers who had booked directly with the airline, and the remainder was returned via travel agencies.
In addition, Emirates managed over 130,000 refunds-related queries from customers and travel agency partners and made status changes to nearly 4 million flight coupons.
Sir Tim Clark, President Emirates Airline said: “Thanks to the efforts of our refunds and customer service teams, the support and co-operation of our partners, and the understanding of our customers, Emirates has now cleared our backlog of refunds. We still have higher volumes of refunds and flight coupon change requests compared to pre-pandemic times, but we now have the capability to manage these within a 7-day turnaround.”
Sir Tim added: “In addition to honouring refunds, Emirates offered our customers flexibility to travel at a later date, and we also helped our frequent flyers to retain their tier status and introduced other ways for them to earn and burn their Miles. For those of our customers who continued to fly, Emirates offered the industry’s first free global COVID-19 cover for their added peace of mind.”
Emirates continues to lead the way in providing its customers with travel assurance and confidence.
Early this week, the airline announced that it will offer its customers another industry-first: a multi-risk travel insurance and COVID-19 cover, at no charge, on all tickets purchased on or from 1 December 2020. In addition to COVID-19 medical cover, this new generous offer from Emirates also has provisions for personal accidents during travel, winter sports cover, loss of personal belongings, and trip disruptions due to unexpected air space closure, travel recommendations or advisories, similar to other multi-risk travel insurance products.