Emirates has revealed it has returned over AED 5 billion (AU$1.9 billion) in COVID-19 related travel refunds to date, commitment to customers to complete outstanding 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 review.
The airline 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.
“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,” said Sir Tim Clark, President of the airline.
“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 reopen, Emirates has gradually restarted its passenger operations around the world, 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.