Emirates Airline wont cancel flights to infected areas on lockdown.

dazzahall

Hi all.

Currently at frustration level 12 and climbing, hoping someone out there can help.

My wife and I are due to fly on the 19th (Thursday) March to the Philippines via Dubai.

This is out 3rd rebooked flight, we have been trying to get out there due to her mother (85) falling and being injured.

The FCO is now (16 Monday) advising against all but essential travel to the Philippines, and we understand that travel at the moment could lead to the infection of us or worse her mother. Added to this is the fact that UK passport holders are being blocked from entry due to travel restriction in place in the Philippines.

So 1st I contacted the travel agent, they said... Sorry no refund Emirates are still flying.

Then they said only a small refund, less that 30% of the cost. Because Emirates are not taking to the agents or cancelling flights.

So 2nd I contacted Emirates.

There customer services number was not working until 1130 and then it rings... and rings... and rings...

There General enquiry number is the same... Ring and rings and rings.

I have read all the advice on here, and thank you everyone who has taken the time to add advice, but I am still requiring some steerage.

I have been told, that unless I cancel tomorrow and get the 30% back I will have to fly!!!! or lose all my money....!!!

It will be a flight to the Philippines where I can't get off the aircraft only to be flown all the way home.

My wife is a nurse and now on the front line of this epidemic, so rebooking will be difficult due to not knowing when we will be able to fly.

I have leave but again due to the above I don't know when to rebook for either.

If anyone from Emirates can help, or if anyone knows what to do next please help.

if we lose this money then rebooking later in the year, when we will be able to travel, will be impossible...

bradders1983

Emirates wont be putting people on flights if they are going to be immediately deported as Emirates would have to pay for the deportation. You wont even get past the check-in desk.

 You will have to keep trying on the phone.

movilogo

Do you have travel insurance (purchased before this happened)? If yes, and FCO is advising against travel, you should claim non-refundable cost from insurer.

dazzahall

Have got travel insurance, that is the last resort.

dazzahall

This is from Emirates website
Travel and immigration restrictions: Several countries have imposed travel and immigration restrictions due to COVID-19. All customers are requested to check relevant travel advisories from and to the countries to which they are travelling. This is a dynamic situation and it is the responsibility of the customer to ensure there are no entry restrictions at their travel destination. IATA Travel Centre provides a list of travel advisories relating to COVID-19.

Still awaiting them answering the phone....

So I take it from the above, if I turn up at the  airport they will stop me from flying and say... you should have cancelled!!!!!!

Caz3121

dazzahall said:

Still awaiting them answering the phone....

Emirates will refer you to your agent

REFUNDS AND REBOOKING POLICY FOR CUSTOMERS UNABLE TO TRAVEL DUE TO TRAVEL RESTRICTIONS:

• Ticketed to travel until 31st May
• Rebook permitted until 30th June
• Reroute permitted until 30th Jun to selected destinations only. Applicable fare difference if any would apply.
• Travel Vouchers for ticketed value.
• Refund of unutilised tickets

 "To request a refund, customers who booked directly with Emirates can visit the Request refund webpage and add “Refund request due to Coronavirus” in the comments section. Customers who booked with a travel agent must contact them for a refund."
https://www.emirates.com/uk/english/help/travel-updates/#3515
which agent are you dealing with?

dazzahall

Have been on with the Travel agent, they won't give a refund due to the airline refusing to cancel the flights.
They said to speak direct, but after 3.5 hours I'm still on hold...

Caz3121

sounds like not a very good travel agent. The agent is Emirate's customer and should be sorting this out.
Is it a proper travel agent or an online ticket seller?

movilogo

Neither airlines nor travel agents saw this coming. So they are clueless. Both of them are trying to save the back sides and hoping other party would pick up the bill.
Yet these airlines are being cheeky and asking govt. to bail them out.

urbanmac

Absolutely feel your frustration.

We have Emirates flights to New Zealand, with stopover in Sydney Australia for 3 nights,  booked direct. Obviously impossible to do as if we went we would be stuck in Sydney for 14 nights and then can't get to NZ. Have tried numerous times to contact Emirates, there call back system is not working and this morning the call wait time was 25 hours! who stays on hold for 25 hours.

There is nothing specific on Emirates website for Australia or New Zealand flights but its totally pointless going. I rang credit card company and they said they can't do anything, rang travel insurance and policy has a pandemic, epidemic clause so they said go away its not our issue, they were very rude and arrogant.

Like you if we cancel we loose our money, not sure how Emirates can continue like this as other airlines are refunding or waiving any fees. Emirates are being absolute aresholes

peachyprice

dazzahall said:

Have been on with the Travel agent, they won't give a refund due to the airline refusing to cancel the flights.
They said to speak direct, but after 3.5 hours I'm still on hold...

 But Emirates will cancel the flights, sounds like your travel agent is being less than honest with you.