Emirates and refunds

iainfitzy

Has anyone managed to succesfully get a refund from Emirates?
We were due to fly to Capetown (via Dubai) from Glasgow on Wednesday 1st April with a return on 16th April via Dubai.
I spoke to them last week but they seemed to suggest they would not be issuing full refunds and I should instead consider travel vouchers - looking through their terms and conditions I think a full refund should be issued, anyone else savier than I am able to advise?

Mrs6653

Hi, 

My understand is that Emirates have waived their cancellation fee during the Coronavirus outbreak. Me and my 4 children are due to fly to South African, via Dubai on 1st April. Yesterday My husband booked separately onto the same flight to Dubai, but had to arrange a different flight to SA. It was actually a better timed flight than I had as he only had a few hours to wait before his connecting flight. Emirates have now messaged me to say my flight has changed. I presumed the flight offered was the only option and accepted the change. I’ve now noticed our journey has increased by a day and we will be at Dubai for   15 Hours instead of 7.  My youngest is 18 months and this will be a nightmare. I can’t get through to Emirates, call wait time is 10 hours minimum and I opted for a call back yesterday but had nothing. My question is around rebooking. If I opt for the free cancellation and refund, can I rebook straightaway online. There are enough seats on all flights, including the connecting flight my husband is on and it’s actually almost £1000 cheaper than I paid? 

Caz3121

Mrs6653 said:

Hi, 

My understand is that Emirates have waived their cancellation fee during the Coronavirus outbreak. 

I would check the information on their website - https://www.emirates.com/uk/english/help/travel-updates/#3515
I can see fee waivers for changes mentioned
and refunds for
REFUNDS AND REBOOKING POLICY FOR CUSTOMERS UNABLE TO TRAVEL DUE TO TRAVEL RESTRICTIONS:
REFUNDS AND REBOOKING POLICY FOR CUSTOMERS IMPACTED DUE TO FLIGHT CANCELLATIONS AND SUSPENSIONS 
you would need to check the wording to see if you fall into the categories for a refund

JDolby442

I have flights booked with Emirates on Tuesday to Singapore, then a few days later to Melbourne, then back. I believe they MUST offer me a refund if they cancel the flights but they are not currently. Is this legal?

EU rules seem to suggest they must offer a refund at the very least for the Birmingham to Singapore and Melbourne to Birmingham legs.

Any help hugely appreciated!

Caz3121

if the flights are not cancelled then you have the option of rebook or future credit. Emirates are still showing EK40 and EK354 as operating on Tuesday....are those your flights?
If so then you would be looking at rebooking or voucher unless they cancel the flights or you could speak to your travel insurance
covered in the main article under "FCO warning in place? You should be able to get a refund or claim on insurance – for imminent travel at least"
https://www.moneysavingexpert.com/news/2020/02/coronavirus-travel-help-and-your-rights/

Westin

Not sure what EU rules you reference. 

Caz3121 offers the options currently open.

kiis10295

Emirates are definitely being awkward. I’m meant to be flying to the Maldives in May, they cancelled my flight to Dubai but the onward leg to Maldives is ok (for the moment).

I called you to claim a full refund. They said I can only have a voucher or a refund for a £200 cancellation fee. I said EC261 applies and they owe me the refund without any deductions but the person on the phone pretty much said it doesn’t matter what EC261 says, I’m not getting a refund.

Ive emailed a complaint in now so hopefully they pay attention before the EU forces them to obey the law. BA also seems to be playing this game at the moment.

peachyprice

kiis10295 said:

Emirates are definitely being awkward. I’m meant to be flying to the Maldives in May, they cancelled my flight to Dubai but the onward leg to Maldives is ok (for the moment).

I called you to claim a full refund. They said I can only have a voucher or a refund for a £200 cancellation fee. I said EC261 applies and they owe me the refund without any deductions but the person on the phone pretty much said it doesn’t matter what EC261 says, I’m not getting a refund.

Ive emailed a complaint in now so hopefully they pay attention before the EU forces them to obey the law. BA also seems to be playing this game at the moment.

I have a holiday to the Maldives in May too, I think the sticking point for us is that the FCO travel restriction only applies up to 17th April, I know highly unlikely but it in theory it could be lifted and we would be able to travel.  I think we need to wait until the restriction renews after 17th April to get a refund.   I'm prepared to be patient until then. 

(I just posted a new thread about how we would get a refund if we go into full lockdown)

Munsy100

Due to go to Australia v Dubai today (trip was booked via The Web on Emirates.com) - Outward and Return Flights have now been cancelled so I have applied for a CASH REFUND again via the web as i couldn't get thro' to their call centre .
I noted it said it may take 15days for them to process "anything".  
Anyone managed to get a refund and did you get full amount ?
Your stories please ...... 

myoung48

I am in a similar situation.  Was meant to fly out to Australia tomorrow, but Emirates have cancelled the flights.  They are likewise completely amendment that I can not have a full refund.  I can't see that this is legal, but obviously I'm not a lawyer.

I've put a complaint in through their website quoting EC261, but haven't heard back yet.  My credit card company says they can raise a dispute if I can provide evidence that a refund is owed but not being paid.  If Emirates doesn't respond to the complaint with a full refund, I will pursue the credit card route.

benjus

If you purchased flights directly from the airline, and the airline has cancelled the flights, and the airline is refusing to offer a refund that you are legally entitled to (as per EC261), then I believe you should have a case for a Section 75 claim if you paid by credit card or a chargeback otherwise.