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Emirates delivers on customer promise

Posted 2 July 2020 · Add Comment

In the past two months, Emirates has processed nearly 650,000 refund requests, returning over AED 1.9 billion to its customers.

 

Emirates has processed nearly 650,000 refund requests in the last two months.  Image: Emirates Airlines

In April, Emirates had announced that it would ramp up its refunds capabilities and committed to clear its backlog by August, which at that time stood at nearly half a million requests. The airline had crossed that target by early June, after expanding its processing capability from an average of 35,000 requests a month, to nearly 200,000.

 

Adnan Kazim, Emirates' chief commercial officer said: "This pandemic is a black swan event no-one expected, impacting travellers and hitting the airline and travel industry hard. At Emirates, we've earned our customers' trust over the years and we value that greatly. It is tough times for everyone, but we are committed to doing what's right by our customers. That's why we ringfenced cash to honour refunds, and invested resources to expedite processing. Our average processing time for refunds has reduced from 90 days to 60, and as we see lower volumes of new requests we expect this rate to further improve. We still have over half a million refund requests to manage, and expect to clear these within the next 2 months. We'd like to thank our customers for their patience and trust, and to those who have opted to hold their ticket or rebooked to travel at a later time - we look forward to welcoming you onboard soon.

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