Emirates Dubai Experience Terms and Conditions

In these terms and conditions (“Conditions”), "we" or "us" means Emirates Dubai Experiences, a trading name of Emirates, a Dubai decree corporation established by Decree No.(2) of 1985 (as amended) whose principal office is at Emirates Group Headquarters Building, PO Box 686, Dubai, United Arab Emirates. We can be contacted on +4969945192000 or emailed at DubaiExperience@emirates.com(Opens a new email in default email programme).

These Conditions set out what you can expect from us when you buy an Emirates Dubai Experience from us and will not apply to any other course of dealings between you and us.. Where your Emirates Dubai Experience constitutes a “package” within the meaning of Directive (EU) 2015/2302 on package travel and linked travel arrangements (the “Directive”), you can access of a copy of the legislation implementing the Directive in your EU member state of domicile here(Opens an external website in a new tab).

1.1 These Conditions and your booking confirmation and any other similar documents, our brochures (if any) and the information on our website shall form the sole basis of the contract between you and us (the “Contract”).

1.2 Information published on Emirates Dubai Experiences’ website or provided through our travel agents constitute part of the Contract, unless such information is irrelevant to you and your booking. Such information will not be treated as part of the Contract if it was clearly out of date or is no longer applicable prior to the confirmation of your booking.

1.3 Emirates Dubai Experiences are available exclusively to Emirates airline passengers. You can either buy the Emirates Dubai Experience in one purchase (including your flight) or create and purchase an Emirates Dubai Experience after you have already purchased an Emirates flight ticket.

1.4 In addition to these Conditions, Emirates’ Conditions of Carriage will apply and form part of the Contract as your experience includes a flight operated by Emirates. These are available at Emirates’ website www.emirates.com. If and to the extent that these Conditions conflict with Emirates’ Conditions of Carriage, these Conditions will prevail.

1.5 Where any element of the Emirates Dubai Experience is provided by a third-party supplier or operator, the terms and conditions of such supplier or operator shall also apply. Copies of such terms and conditions will be available to you.

1.6 Where the context permits, reference to “you” and “your” in these Conditions will include the person making the booking and all persons travelling under that same booking.

1.7 The Contract is governed exclusively by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates unless you are a resident of the Germany or in Germany at the time of booking your experience. If you are a resident of Germany, your Contract is governed in all aspects by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates but you will also have the benefit of any mandatory rules of law applicable in your country of residence. If you are not a resident of Germany but at the time of booking your experience you were in Germany, the Package Travel Regulations will apply to this Contract and your experience as well as the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates. The Dubai Courts shall have exclusive jurisdiction to determine any dispute or claim that arises out of or in connection with the Contract unless you are domiciled elsewhere. If you are resident in Germany, then the courts of Germany will also have jurisdiction.

1.8 These Conditions apply equally to you and to all persons named in your booking. When you make your booking on behalf of other people, it is your responsibility as their agent to bring these Conditions to their attention and ensure they have read them.

1.9 On requesting your booking, you guarantee that you have the authority to accept and do accept on behalf of all persons named in the booking, the terms of these Conditions.

1.10 Upon making the booking, you acknowledge that you have received, understood and accepted these Conditions and, where the Package Travel Regulations apply to your booking, you have read and understood the relevant notice made available to you.

1.11 The person who makes and pays for the booking must be at least 21 years old. Some hotels and other suppliers may require some or all of your group to be of at least a particular age, or for at least one person in each room to be of a particular age. To check a specific hotel or supplier’s policy, please refer to the supplier’s terms and conditions.

1.12 Any data, including your personal data and the data of those in your party, provided by you to us in relation to your booking shall be treated in accordance with our Privacy Policy.

2.1 Prices

2.1.1 We reserve the right to alter the prices of any of the experiences shown on our website, in our brochures and other literature.

2.1.2 You will be fully advised of your tailor-made itinerary and pricing prior to the making of your booking. Unless otherwise noted, prices are per person, and include a flight plus one or more of the following: accommodation, tickets for tours, attractions or theme parks, airport transfers, airport services, car hire, or any other services as detailed in the itinerary.

2.1.3 Prices you see online may be different to prices offered over the phone, in our retail stores, or via a travel agent. Before you make a booking we will give you the up-to-date price of your chosen experience including the cost of any supplements, upgrades or additional facilities which you have requested. The price of any experience booked includes only the items specified in the booking. Unless otherwise specified, it does not include items of a personal nature including, but not limited to, travel insurance, airport transfers, meals, optional excursions, passport, visas, cots and food for infants, laundry, room service and hotel extras (including early/late check-in/check-out fees), hotel car parking (where applicable), gratuities or taxes.

2.2 Flight discounts

How to avail of a flight discount with Emirates Dubai Experience

2.2.1 When purchasing your flights at the same time as Emirates Dubai Experience products you can enjoy, at Emirates Dubai Experience’s sole discretion, up to 10% discount on your airfare (taxes and other surcharges, such as seat selection charges, overweight luggage costs etc. are not discounted) (“Discount”), subject to this clause 2.2.

2.2.2 Subject to clause 2.2.3, you can avail of the Discount if you add at least two qualifying Emirates Dubai Experience products e.g., hotel stays, tours & attractions and airport services, to your cart prior to selecting your flights. For the avoidance of doubt, in the event the qualifying Emirates Dubai Experience products are added to the cart post the selection of the flights, the Discount would not be applicable to the flights selected.

2.2.3 The following exclusions apply to the provision of the Discount:

2.2.3.1 Tours attractions marked ‘Pay at the Venue’ or ‘Free’;
2.2.3.2 Flight bookings made through Emirates Contact Centres or travel agents; and
2.2.3.3 Flights booked as a one-way journey.

2.2.4 For the avoidance of doubt, please note:

2.2.4.1 the Discount cannot be applied retroactively on flights already booked;
2.2.4.2 In the event the qualifying Emirates Dubai Experience products are removed from your cart, the Discount will be disapplied.
2.2.4.3 Hotels, tours & attractions which are not Emirates Dubai Experience products i.e. they are featured on other areas of the Emirate’s website and are booked and/or paid for directly with a third-party service provider cannot be added to your Emirates Dubai Experience itinerary and do not qualify towards the Discount; and
2.2.4.4 The Discount can be amended at any time at Emirates Dubai Experience’s sole discretion.

2.3 Hotel meal plans and room configurations

Half-board or all-inclusive hotels/properties may base their inclusive meals on specific dining venues. When more than two people share a room the hotel may specify that this is based on the room's 'existing bedding' and not provide an additional bed as standard, although rollaway beds can often be booked at an additional charge.

2.4 Special offers

Some of our suppliers run special offers and a selection of these are outlined on our website. The special offers on the supplier pages of our website are intended as a guide only and are subject to change. You will be advised of the full terms and conditions applicable to specific offers when you book and these may differ from these Conditions.

2.5 Flights

2.5.1 Please note that in order to qualify for infant status an infant must be under two years of age on the date of their return flight.

2.5.2 Our website, brochures and other literature are our responsibility and do not commit Emirates airline to provide any services until you have received a Booking Confirmation.

2.6 Persons with reduced mobility

2.6.1 If you a person with reduced mobility, you can advise us prior to making a booking and we will advise you whether your proposed holiday is generally suitable for persons with reduced mobility taking into account the specific needs you have made known to us.

2.6.2 If you a person with reduced mobility, you must notify us of your particular needs at the airport and onboard the flight at least 48 hours before the published time of departure of the flight, in order for us to advise the airport of the assistance required. This notification shall also cover a return flight, if the outward flight and the return flight have been contracted with us. The managing body of the airport concerned shall provide and is responsible for ensuring the provision of the assistance.

3.1 Where to book and make payment

3.1.1 A booking can be made on our website, through our call centres, or through a travel agent and must be accompanied by full payment in accordance with section 3.5 below.

3.2 Booking confirmation

3.2.1 A booking is accepted by us and comes into effect as soon as we issue confirmation of acceptance of the booking and availability of the relevant accommodation, flights and other services (“Booking Confirmation”). Please note we are under no obligation to accept a booking and issue a Booking Confirmation.

3.2.2 Once full payment has been made for an accepted booking, we will issue you with your travel documents including your flight ticket and service vouchers for land based services (e.g. tours, attractions, hotel accommodation).

3.2.3 It is important to check your Booking Confirmation to make sure that all the details are exactly as you requested. In the event of any discrepancy, please contact us or your travel agent immediately as it may not be possible to make changes later.

3.2.4 Your Booking Confirmation will confirm the following information:

(i) the travel destination(s), itinerary and periods of stay, with dates and the number of night’s accommodation;
(ii) transport, including planned timings and dates, points of departure and return and details of any intermediate stops and connections;
(iii) accommodation details;
(iv) meal plan, if applicable;
(v) any visits, excursions or other services included;
(vi) whether any travel service will be provided as part of a group, and if so, the approximate size;
(vii) where any tourist services have been booked which depend on effective oral communication, the language in which those services will be carried out;
(viii) the minimum number of persons required (if any) for your holiday to take place;
(ix) any special requirements that have been communicated to us and accepted;
(x) the total price of your holiday, including taxes and where applicable, all additional fees, charges and other costs, or an indication of additional fees, charges and costs where these cannot be calculated in advance;
(xi) if you have informed us of any specific needs with respect to reduced mobility, whether your holiday is suitable for someone with your needs.

3.2.5 When a booking is made through a travel agent, all monies paid by you to the travel agent are held by the travel agent as our agent.

3.3 Communications

3.3.1 Where you make a booking directly with us, communications from us will be sent to the email address you provided at the time of booking.

3.3.2 Where a booking is made through a travel agent, communications from us and with us must be via the travel agent. The contact details of your travel agent (if any) are on your booking.

3.4 Ways of paying

For bookings made by phone, payments can be made by debit or credit card. Subject to applicable laws in the location where payment is collected, payment by credit cards may incur a fee which we will advise you of at the time of booking. For bookings made using our website, payments can be made by credit card; additional methods of payment could be available depending on your Emirates departure point). Your card will be debited when you click on the confirm button. The invoice and documentation will be sent to the email address you provide on booking or the registered billing address of the card holder.

3.5 Payment of your experience

3.5.1 You must pay 100% of the purchase price of your Emirates Dubai Experience at the time of purchase. Special payment conditions may apply during peak periods (public holidays, exhibitions and special events, Eid holidays, Christmas and New Year, etc.). You will be advised of these before you make your booking and it will be confirmed in your Booking Confirmation.

3.5.2 If, for any reason we cannot confirm your booking, all monies you have paid to us or your travel agent for that booking will be refunded and we shall not have any further liability to you.

3.6 Special requirements and special requests

We will meet special requirements which have been confirmed in your Booking Confirmation as accepted by us. Please note that we will try to meet special requests like adjacent rooms, specific room numbers or bed types but cannot guarantee their availability. Although these types of requests will be noted on your booking, any failure to meet these special requests will not entitle you to compensation or a price reduction.

4.1 Visiting a Muslim country during Ramadan

4.1.1 Visitors to the United Arab Emirates during Ramadan are advised to respect those fasting by refraining from drinking, eating or smoking in public during daylight hours and to wear modest dress in public areas.

4.1.2 Most hotels and resorts have screened-off private areas for non-Muslims. Some tours, entertainment, bars and facilities may be restricted, although drinks can generally be ordered via room service.

4.2 Passports & visas

4.2.1 Certain nationalities do not require visas to enter the United Arab Emirates. For other nationalities, visas for stays of up to 30 days are available on payment of additional charges. However, issuance of any visa is purely at the discretion of the United Arab Emirates immigration authorities and we cannot accept responsibility should your visa application be rejected. For some passport holders, the United Arab Emirates immigration authorities refuse to process visa applications and, in such circumstances, we will not make any offer to sponsor the visa application.

4.2.2 You must ensure that all members of your party have valid passports, visas, certificates of vaccination and any other documents required to enter the United Arab Emirates, prior to your departure. Your specific passport, visa and other immigration requirements are your responsibility and we request that you confirm these with the relevant Embassies and/or Consulates. We are not liable to you if you cannot travel or travel with incorrect documentation and we cannot accept responsibility if any failure on your part to comply with passport, visa or immigration requirements results in any costs or fines being incurred. You must ensure that tickets and other travel documents correspond with the booking and that the name of the traveler(s) corresponds with the passport. You should consult The Foreign, Commonwealth & Development Office (“FCDO”) website for the latest general travel advice in relation to passport and visa information and requirements, security and local laws, as well as any travel restrictions from Germany and at the destination, including but not limited to any restrictions relating to the Covid-19 pandemic.

4.3 Health information

4.3.1 It is your responsibility to ensure that you are fit to travel and participate in all parts of the services you have booked and undertaken.

4.3.2 In relation to vaccinations and health formalities, you should consult your doctor at least two months before your visit to the United Arab Emirates. It is your responsibility to ensure that you can prove you have had any required vaccinations and we cannot accept any liability if you are refused entry to the United Arab Emirates because you are not able to present documentary evidence that you have had the required vaccinations.

4.3.3 It is your responsibility to ensure that you meet any entry requirements to the United Arab Emirates, and in relation to departure from and re-entry to Germany. You should check the requirements in good time before you travel, including but not limited to vaccine requirements and suitable evidence of vaccination. If you do not meet the requirements you could be denied boarding and/or be subject to a fine or health assessments when you arrive.

4.3.4 You should always take out appropriate travel insurance.

4.4 Early check-in and late check-out

Unless otherwise specified at the time of booking, hotels booked through Emirates Dubai Experience provide a 24 hour check in and checkout policy. Your hotel reservation will therefore start at your flight scheduled arrival time and will terminate at the same time on your day of departure.

4.5 Excursions

You Buy Separately Excursions or other tours that are not included in your Booking Confirmation but that you may choose to book or pay for before or whilst you are on holiday are not part of your Emirates Dubai Experience provided by us. This includes any excursions or services featured on the Emirates Dubai Experience website but which are purchased by you separately by contacting the excursion or service provider directly. Features of third party products are included solely for your convenience, and do not constitute any endorsement by us. You assume sole responsibility for your bookings and reservations of such third party products. For such excursions or other tours that you book before or during your holiday, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

4.6 Fees payable locally

We will advise of any fees you need to pay locally before you book and will also state in your Booking Confirmation the fees you may be required to pay locally.

4.7 Travel insurance

We strongly recommend that prior to travelling you obtain a fully comprehensive policy of travel and medical insurance suitable for your specific requirements which covers the cost of cancellation of your Emirates Dubai Experience or the cost of assistance, including repatriation, in the event of an accident, illness or death. It is your responsibility to ensure that the insurance cover you purchase is suitable and adequate for your particular needs.

4.8 Your behavior

If, in our reasonable opinion or the reasonable opinion of the provider of any part of the services you have booked, your behavior or the behavior of any member of your party is disruptive, threatening or abusive, causes unnecessary inconvenience or is causing or likely to cause danger, damage, distress or upset, disturbance or annoyance to others or others' property, we may terminate your travel arrangements without any liability on our part. No refunds will be made and we will not pay any compensation, expenses or costs incurred as a result of the termination.

4.9 Information

4.9.1 You are responsible for ensuring the accuracy of the personal details or any other information supplied in respect of yourself and any other person travelling on the booking and for passing on any information regarding the booking or any changes made in relation thereto, to all persons travelling on such booking, including but not limited to information on schedule changes or copies of Booking Confirmations. We are not responsible for problems that arise due to incorrect communication of personal information or special requirements of any other person travelling on the booking.

4.9.2 If you are booking an Emirates Dubai Experience on behalf of others you must make sure that the other person(s) travelling will comply with these Conditions, and that the nature of the relevant Emirates Dubai Experience permits you and all such person(s) to participate in the Emirates Dubai Experience without any strain on him/her or others.

4.9.3 It is your responsibility to advise us of any specific needs. Where you have made known to us specific needs, we will advise you on the suitability of the experience taking into account the specific needs you have made known to us.

4.9.4 As your Emirates Dubai Experience includes a flight, you are also responsible for: (a) notifying us prior to the time of booking of any personal circumstances and need pertaining to a person included in the booking including, without limitation, whether any such person is not self-reliant or is a person with reduced mobility – for example, if you, or a member of your party, have difficulty walking 500 meters; and (b) notifying us at any time from the time of booking until 48 hours prior to the flight’s departure by calling our call centre if any person travelling has ceased to be self-reliant or a person with mobility or if a person previously reported to be with reduced mobility or as not being self-reliant does not longer fall into either category.

4.9.5 The information contained in our brochures and other literature is accurate at the time of publication. Please refer to our website for live information.

5.1 If you want to change your booking

5.1.1 If you wish to change your travel arrangements in any way, for example your chosen departure date or hotel or excursions, we will do our best to make these changes but it may not always be possible.

5.1.2 Any request for changes must be made in writing from the lead person on your booking (or your travel agent). You will be charged an amendment fee in accordance with section 5.4 below. You will also be required to cover any increase to the cost of your Emirates Dubai Experience or other costs charged by suppliers as a result of your amendment.

5.1.3 Please note that certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100%. We will advise you at the time of booking whether any of your travel arrangements are non-changeable.

5.1.4 Please also note:

5.1.4.1 if you change the date or time of your flight booking after purchasing your Emirates Dubai Experience it is your responsibility to modify the dates or times of any land services in your Emirates Dubai Experience, which will be subject to availability. Amendment and/or cancellation fees may apply as per clause 5.3 below;
5.1.4.2 If you change your flight departure country after booking your Emirates Dubai Experience, we reserve the right in our absolute discretion to cancel your Emirates Dubai Experience and cancellation charges may apply as per clause 5.3 below.

5.2 If you cancel your booking

5.2.1 You or any member of your party may cancel your travel arrangements at any time for any reason before the start of your holiday by contacting us or your travel agent.

5.2.2 Please note that in the event you cancel your flight ticket after purchasing your Emirates Dubai Experience, your Emirates Dubai Experience booking shall be automatically cancelled.

5.2.3 Since we incur costs in cancelling your travel arrangements, you will be required to pay cancellation charges, which may in some instances be recovered under your policy of insurance. Please refer to Section 5.3 for details on cancellation and amendment fees charged by us which are in addition to the cancellation fee charged by the relevant supplier.

5.2.4 Please note that if you do not cancel your travel arrangements in advance and you do not undertake your holiday you may incur a no-show fee in addition to any other supplier imposed charges.

5.2.5 Please note that certain travel arrangements may not be cancelled after a reservation has been made and any cancellation could incur a cancellation charge of up to 100%. We will advise you at the time of booking whether any of your travel arrangements are non-cancellable.

5.2.6 If you wish to cancel your booking before the start of your holiday because of unavoidable and extraordinary circumstances occurring at the place of destination or its immediate vicinity and they significantly affect the performance of your holiday or the carriage of passengers to the destination, and we accept that these circumstances exist, you can cancel your booking without incurring any cancellation charge and we will refund all payments made by you. We will not pay you any additional money or compensation.

5.2.7 If you have cancelled your booking, we will refund any payments made to us (after we have deducted any applicable cancellation charges) within 14 days of receiving your request to cancel.

5.3 Cancellation and amendment charges

5.3.1 The processing fees set out below are IN ADDITION to any supplier-imposed cancellation, or amendment charges. As we have pointed out above, certain travel arrangements may not be altered or cancelled after a reservation has been made and any alteration or cancellation could incur a charge of up to 100%.

5.3.2 Separate cancellation charges may be applicable for certain arrangements (e.g. train journeys, cruises, safaris and rent-a-car) and during peak periods (e.g. public holidays, exhibitions and special events, Eid holidays, Christmas and New Year). You will be advised of these at the time of booking.

5.3.3 Charges for amendments or cancellations are calculated from the date we receive your request or notification.

6.1 You can transfer your booking to another person provided you give us at least seven (7) days’ notice in writing before departure to DubaiExperience@emirates.com or via phone at +4969945192000 and the person you propose to transfer your booking to satisfy all the conditions applicable to the Contract.

6.2 When you request to transfer your booking we will notify you of the fees, charges and/or cost for making the transfer. You and the person you propose to transfer your booking to will be jointly and severally liable for the payment of the fees, charges and costs of making the transfer as well as the payment of the remaining balance for the holiday.

6.3 The person you transfer your booking to will be subject to these conditions and the contract.

7.1 Changes to price

7.1.1 We reserve the right to change the price of your holiday after confirming your booking if the cost to us for fulfilling your booking increases or decreases as a direct consequence of changes in:

(i) the level of taxes or fees on the travel services included in your booking imposed by third parties not directly involved in the performance of the booking, including but not limited to, the cost of fuel or other power sources, tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; or
(ii) the exchange rates relevant to the package.

7.1.2 Subject to clause 7.1.1, we will not make any changes to the price of your booking within 20 days of the start of your holiday.

7.1.3 In the event of a price decrease, we will deduct from any refund owing to you the administrative cost of making the price reduction. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your holiday due to contractual and other protection we have put in place. We may deduct administrative expenses from any refund owed to you as a result of the reduction in price.

7.1.4 If we propose to increase the price of your holiday in accordance with this section by more than 8% you will be entitled to the rights set out in section 7.3 below.

7.2 Other changes

It is unlikely that we will need to make any change to your travel arrangements but sometimes circumstances change and alterations have to be made. We reserve the right to change your booking at any time and will inform you if we do so.

7.3 Your rights where we have made a significant change

7.3.1 If we make a significant change to one of the main characteristic of your experience or we are unable to fulfil a special requirement which we have agreed to provide, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure.

7.3.2 By way of example, the following do not constitute significant changes to your booking: alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers.

7.3.3 If we notify you that we need to alter significantly any of the main characteristics of the travel services making up your booking or that we cannot fulfil a special requirement we agreed to provide, you will have the choice to:

(i) accept the change to your booking; or
(ii) cancel your current booking without having to pay any cancellation fees.

7.3.4 You must tell us your choice within seven (7) days of being informed of the significant change we are making, or if your departure is less than seven (7) days from receiving the notification, you must tell us as soon as possible. We will send two notifications of this change, if we do not receive a response to either correspondence informing us of your choice, you are deemed to have accepted the change to your booking, or we may cancel your booking.

7.3.5 When we notify you of the significant change to your booking we will let you know the impact of the change on the price of your experience. If the significant change results in an experience of a lower quality or cost we will give you a price reduction.

7.3.6 If you choose to cancel your booking, we will try to offer you a substitute experience if possible of an equivalent or higher quality. We will let you know the price of the proposed substitute experience at the same time. If the substitute experience being offered is of a lower quality or cost we will give you a price reduction.

7.3.7 If you choose to cancel your booking and not accept a substitute experience, we will:

(i) refund any payments made by you within 14 days of being notified of your decision; and
(ii) where we are required to do so by applicable law, offer you compensation for any damage suffered as a result.

7.3.8 We will not pay compensation under Section 7.3.7(ii) where we proposed to make the significant change because of:

(iii) circumstances attributable to you;
(iv) circumstances attributable to a third party unconnected with the provision of the services included in the booking which were unforeseeable or unavoidable; or
(v) unavoidable and extraordinary circumstances.

8.1 It is unlikely we will have to cancel your booking but sometimes circumstances change such that we have to cancel your booking. We reserve the right to cancel your booking and we will refund your payments within 14 days of notifying you of the cancellation. You are required to contact us in the first instance in relation to any refunds.

8.2 We will not be liable to pay compensation for the cancellation if we cancel your booking in the following circumstances:

8.2.1 The number of persons enrolled for the experience is smaller than the minimum number required as stated in your booking. In these circumstances we will notify you: at least 20 days before your holiday where your holiday lasts more than six (6) days; at least seven (7) days before your holiday where your holidays lasts between two (2) and six (6) days; and at least 48 hours before the start of your experience where your experience lasts less than two days.

8.2.2 We are prevented from fulfilling your booking because of unavoidable and extraordinary circumstances, including but not limited to: war or threat of war, riot or civil disturbance, political unrest, terrorist activity or threatened terrorist activity, industrial disputes or threatened industrial disputes, strikes, fire, floods and other natural disasters, epidemics, pandemics, nuclear disasters, adverse weather conditions, acts of God, acts of government, closure of airports, failure of a carrier, a hotelier or other person to operate services for any reason. If this happens we will notify you as soon as possible before the start of your holiday.

8.3 Following cancellation, where practicable we will try to offer you a comparative alternative experience.

9.1 If you have a complaint during your experience

9.1.1 We are committed to offering our valued customers the highest standard of product and consistent service delivery. You must inform the local Emirates representative and the supplier of the concerned service (e.g. the hotel) immediately of any failure to perform or improper performance of the travel services included in your booking. Contact details of the local Emirates representative is in your Booking Confirmation.

9.1.2 If any of the travel services included in your booking are not performed in accordance with the Contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction and/or compensation in accordance with section 9.3 below.

9.1.3 Where the travel services forming part of your booking are being supplied by carriers, providers of accommodation, car rental companies, catering and other parties, these businesses should follow local applicable standards in performing their services. However, please note some overseas safety standards are generally lower than what can be expected in Europe.

9.1.4 If the problem with your experience is not resolved to your satisfaction during your experience any further complaint should be made to us no later than 30 days after the fulfillment of your experience in writing: Customer Relations, Emirates, P. O. Box 7631, Dubai, United Arab Emirates or by email: DubaiExperience@emirates.com. If you booked your experience through a travel agent, you should address your complaint to your travel agent. Please provide as much information as possible, including your booking reference and holiday dates where applicable.

9.1.5 If you fail to follow this procedure we will have been deprived of the opportunity to investigate and rectify your complaint during your holiday and this may affect your rights under this Contract.

9.1.6 It is strongly recommended that you communicate any complaint to the supplier of the services in question as well as to our local representative/agent without delay and complete any available report form whilst in resort.

9.2 How we will handle your complaint

9.2.1 We are responsible for the proper performance of all the services included in your booking. We will not accept responsibility for services or facilities which do not form part of our Contract with you, such as any excursion you book whilst you are away, or any service or facility which your hotel or other supplier agrees to provide to you. Such arrangements do not form part of your pre-booked holiday arrangement with us. We have no involvement in such activities or excursions and they are not run, supervised or controlled in any way by us. They are provided by local operators and other providers who are completely independent from us and in relation to whom we have no liability.

9.2.2 Where services or properties are not featured in our brochures or other literature or on our website or purchased from us, we will not be liable for any claims that such services or properties booked at your express request do not satisfy your expectations.

9.2.3 You must inform us without undue delay, taking into account the circumstances, of any lack of conformity which you perceive during the experience. Where you have immediately informed us that your experience has not be performed in accordance with your booking, we will try to remedy the lack of conformity unless it is impossible to do so, or it would, in our opinion, entail disproportionate costs taking into account the extent of the lack of conformity and the value of the travel services affected.

9.2.4 Where a significant proportion of the travel services included in your booking cannot be provided as agreed, where possible we will, at no extra cost to you, offer suitable alternative arrangements which are of an equivalent or higher quality than those specified in your booking. Where the proposed alternative arrangements are not comparable to those in your booking we will offer you an appropriate price reduction. You must accept the proposed alternative arrangement, unless they are not comparable to those in your booking and the price reduction we offer is inadequate.

9.2.5 Where there is a lack of conformity which substantially affects the performance of your holiday and we have failed to remedy it within a reasonable period of time, you may terminate the Contract without having to pay a termination fee. In these circumstances you may also be entitled to receive compensation for damages and/or a price reduction in accordance with section 9.3.

9.2.6 If your experience includes carriage, and you have rejected the proposed alternative arrangement under section 9.2.4 or terminated the Contract under section 9.2.5 you will also be entitled to be repatriated by equivalent transport at no extra cost.

9.3 Your right to receive compensation and/or a price reduction

9.3.1 You may be entitled to receive compensation in accordance with this section 9.3 and/or a price reduction if:

(i) you have rejected the proposed alternative arrangements we have offered because they are not comparable to those in your booking and the price reduction we offered is inadequate; or
(ii) we did not remedy the lack of conformity because it was impossible to do so or would have entailed disproportionate costs; or
(iii) you terminated the Contract under section 9.2.5 above.

9.3.2 You will have no right to receive a price reduction where the lack of conformity was due to you.

9.3.3 Where you have a right to receive compensation, except in cases of death or personal injury, our liability to pay compensation is limited to the equivalent of three (3) times the total price of your holiday for the damage you have suffered as a result of the lack of conformity.

9.3.4 You will not be entitled to receive compensation for the damage you have suffered as a result of the lack of conformity if the lack of conformity is:

(i) attributable to you;
(ii) attributable to a third party unconnected with the provision of the travel services included in your booking and was unforeseeable and unavoidable; or
(iii) due to unavoidable and extraordinary circumstances.

9.3.5 Air, sea, rail and road transport is subject to various International Conventions that limit the liability of the carriers. International Conventions which may apply include, without limitation: in respect of international air travel, the Warsaw Convention 1929 (as amended) or the Montreal Convention 1999; in respect of rail travel, the Berne Convention 1961; in respect of carriage by sea, the Athens Convention 1974; in respect of carriage by road, the Geneva Convention 1973; and in respect of hotels, the Paris Convention 1962. The carriage by air of passengers and their baggage is in addition subject to the conditions of carriage of the carrier concerned. With respect to Emirates flights, please refer to the Conditions of Carriage for Passengers and Baggage, available on www.emirates.com. Where any claim or part of any claim (including for death or personal injury) concerns or is based on any of such travel arrangements (including the process of getting on and/or off the transport concerned where applicable) provided by any air, rail or road carrier, or by any hotel-keeper, the maximum amount of compensation to which you may be entitled from us and/or the carrier will be limited by the applicable International Convention. We are to be regarded as having the benefit of any limitation or exclusion of liability available under these International Conventions and any other applicable law. You must notify us, or your travel agent if you booked through a travel agent, in writing of any claim for compensation or a price reduction within 30 days of a claim arising.

9.3.6 If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three (3) nights. This limit does not apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you have notified us of these needs at least 48 hours before the start of your holiday.

9.4 Liability of service providers

9.4.1 Where the travel services forming part of your booking are being supplied by carriers, providers of accommodation, car rental companies, catering and other parties who have their own booking conditions, conditions of carriage and terms of business over which we may have no direct control. Their booking conditions may strictly limit the circumstances in which compensation is payable to you by them and you agree to be bound by their booking conditions. Such booking conditions will be made available from us.

9.4.2 Our liability will also be limited in accordance with and/or in an identical manner to the contractual terms of the companies that provide the travel services that make up your holiday. These terms are incorporated in your Contract.

9.4.3 Under The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019, you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights and downgrading. Full details will be publicized at German airports and available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these Conditions. If payment to you is due from us, any payment made to you by the airline or any other service provider will be deducted.

9.5 If you require assistance whilst on holiday

9.5.1 If during your holiday you require assistance, information on health services, local authorities or consular assistance, or you want to raise a lack of conformity, you should contact DubaiExperience@emirates.com or via phone at + 97142144455 and we will help provide this information. Please note that we will charge a fee for providing this assistance if you require assistance due to your intentional or negligent conduct. If a fee is chargeable, we will advise you of the fee at the time assistance is requested.

9.5.2 If during your holiday you require assistance making distance communications or making alternative travel arrangements, we will try to assist you. Please note that we will charge a fee for providing this assistance if you require assistance due to your intentional or negligent conduct. If a fee is chargeable, we will advise you of the fee at the time assistance is requested.

We warrant that there is adequate financial protection in place for the purposes of your travel.

In accordance with the EU Directive 2015/2302 all passengers booking with Emirates Dubai Experience are fully protected for the initial deposit and subsequently the balance of all monies received by us, including repatriation costs and arrangements, arising from cancellation or curtailment of your travel arrangements due to the insolvency of Emirates Dubai Experience.

There is no requirement for Financial Protection of day trips or single elements, and none is provided.

Emirates Dubai Experience has taken out an insurance provided by International Passenger Protection Ltd (IPP) with Liberty Mutual Insurance Europe SE UK Branch. This insurance is only valid for passengers who book and pay directly with/to Emirates Dubai Experience.

Please click here for the Policy Summary and how to make a claim.

If any of the provisions of these Conditions are deemed to be void, invalid, or unenforceable, that provision will be severed from the remainder of these Conditions so as not to cause the invalidity or unenforceability of the remainder of the Conditions. All remaining provisions of these Conditions shall continue to remain in effect and in full force. If any of the provisions of these Conditions is deemed to be invalid due to its scope or breadth, such provisions will be deemed valid to the extent of the scope and breadth permitted by applicable law.