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New options for our customers affected by COVID 19

Last updated : 1 July 2020, 14:55, Dubai (GMT +4)

We’d like you to know that you now have two new options that offer you the flexibility to fly with us again when you’re ready if you booked a ticket on or before 31st July 2020 for travel on or before 30 November 2020.

What are the different reasons your ticket/ booking could be affected (for tickets issued on or before 31st July 2020 with at least one coupon where the scheduled Emirates departure is on or before 30 November 2020)?

  • Flight Cancellation: Emirates flight is cancelled for a specific date or route is suspended for a continuous period of time
  • Travel ban: Where there is an explicit government notification that prohibits travel from either point of journey origin or  destination
  • Travel advisory: A general government advisory against non-essential travel but no travel ban
  • Visa process change / Quarantine: Visa process which required visiting an embassy/consulate OR mandatory quarantine at origin or destination
  • Passenger is unable to reach airport:   Countries which have a government lockdown and passengers are unable to reach airport

How to simply keep your ticket for the future

You can choose to keep your ticket and we’ll extend its validity to 24 months from the date of your original booking. The fare amount you paid for your original booking will be accepted for any flight to the same destination/region* at any time with no fees during this period.

How does the ‘Keep your ticket’ option work?

You don’t have to call us if you have a cancelled booking. We’ve now extended the validity of your ticket for up to 24 months so you can just call us to reschedule your flight whenever you’re ready to travel again.

What do I need to do to select this option?

You don’t need to do anything, we’ll keep your booking status as open and you can reschedule your flight whenever you’re ready to travel again.

What is the “Travel voucher” option for?

You can also convert your original booking into a travel voucher. The value of your travel voucher will be equivalent to the amount you paid for your original booking. We can only provide a travel voucher for the part of your booked itinerary that you have not completed.

The travel voucher will be valid for one year from the date of issue, and you can use it for flights or other Emirates products and services up to its value and can be extended for another year.

Can I use the travel voucher for other products and services?

Yes, with the travel voucher, you convert the amount you paid for your ticket and any add-ons into credit for your future trips. You can also use it to pay for other Emirates services. The travel voucher gives you the flexibility to make as many transactions as you need until you have completely used up its value.

Can I change my destination with ‘Keep your ticket’ or a travel voucher?

Yes, you can change your destination with either options. It will be valid for one year from the date it is issued and can be extended for another year.

The fare you paid will be accepted for any flight to the same destination or within the same region. For example, if your original booking was for London, you can rebook it for Amsterdam at no extra charges.

The Emirates regions are:

  • Africa
  • Australasia
  • Europe
  • the Far East
  • the Gulf, Middle East and Iran
  • Indian Ocean Islands
  • North America
  • South America
  • West Asia

Are there any change fees with either option?

There are no change fees when you rebook within the 24-month period either if you simply ‘Keep your ticket’ or with the travel voucher, so you have more flexibility for planning ahead.

Are these options available for tickets booked anytime?

These options are available for bookings made on or before 31st July 2020. Bookings made from 1 August onwards are subject to the fare conditions applicable at the time of your booking.

Can I use the travel voucher to buy Emirates products and services for my friends and family?

Yes, you can buy Emirates products and services for any person of your choosing using your travel voucher.

What if I can’t fully utilise the voucher within this period?

You can extend the validity of the voucher for another year. If you are unable to utilise the full value of the voucher within this period you can request a refund of that amount.

We hope you make the most of these new options and look forward to having you on board with us again. 

Learn more about the ticket validity extension and how you can use the travel voucher on our Travel voucher / Refund page and choose the option that suits you best.

If you would like to proceed with a refund instead of requesting the voucher, please also submit your request on the Travel voucher / Refund page. Due to the current situation, we are experiencing severe delays in processing times. Thank you for your understanding.

Can I request a full refund or travel voucher even if my flight hasn’t been cancelled?

Yes, you can request a refund or travel voucher if your flight hasn’t been cancelled. However, if your request is not related to the current COVID-19 situation, the refund or voucher amount will be processed according to the fare rules available on your ticket. A change fee and/or a difference in fare may also apply if you choose to change the date or destination of your booking.

What can I do if I have a ticket for a destination that currently has travel restrictions but I’m not sure if this will still be in effect on my date of travel?

You have several options available to you if your flight has not yet been cancelled. You can keep your booking and look out for updates on the situation at your destination. You can also reschedule or cancel your booking.

However, please note that if your situation doesn’t fall under the requirements of our relaxed policies due to the COVID-19 situation, a change fee and/or fare difference may apply if you decide to change or cancel your trip.

What can I do if my situation is not covered under your relaxed polices due to COVID-19 but I want to cancel my trip anyway?  

You can still reschedule or cancel your flight. However, please note that a change fee and/or fare difference may apply. And if you choose to request a refund for this booking, the amount will be processed according to the fare rules of your ticket.