Rules and notices

Our transparency statement on the Modern Slavery Act

Modern slavery, servitude, forced labour and human trafficking are crimes and violations of fundamental human rights. The Modern Slavery Act 2015 is an Act of Parliament in the United Kingdom that tackles slavery in the country, and combines previous offences relating to trafficking and slavery.

The Emirates Group complies with all of the laws of the countries in which it operates including those relating to anti-human trafficking and anti-slavery. The Emirates Group has a zero tolerance approach to modern slavery and is committed to acting ethically and with integrity in all business dealings, relationships and supply chains.

Emirates Group Anti-Slavery and Human Trafficking Policy(Opens a PDF in a new tab)

Emirates Statement on Modern Slavery(Opens a PDF in a new tab)

Following notice to travellers from CBSA on API/PNR Programs

The CBSA is authorized to collect advance arrival information (under subsection 107.1(1) of the Customs Act(Opens an external website in a new tab) and paragraph 148(1)(d) of the IRPA(Opens an external website in a new tab)), as well as advance departure information and exit records (section 93 of the Customs Act(Opens an external website in a new tab) and section 11 of the EIR(Opens an external website in a new tab)). The CBSA uses the prescribed information to identify persons who may pose a threat to Canada's safety or security. For travellers coming to Canada, these persons may be subject to investigation, and may undergo closer questioning or examination upon arrival. The CBSA also uses the prescribed information to validate, prior to departure, that all incoming air travellers hold a prescribed document to enter Canada or are exempt from that requirement, or are a prescribed person. For departing travellers, the CBSA will use advance exit information only to better identify high-risk persons and goods that depart, or intend to depart, Canada. CBSA entry and exit records may be shared with other government departments for immigration, social benefits or law enforcement purposes. All travellers may request a copy of the prescribed entry and exit information provided about them by making a request in writing to the CBSA. Any traveller who believes that the prescribed information provided about them was incorrect may make a request in writing to the CBSA to have the information corrected. Any traveller may complain in writing to the CBSA if they believe that the CBSA has unfairly refused to provide access to the prescribed information provided about them, has not corrected the prescribed information provided about them, or has otherwise incorrectly handled the prescribed information provided about them. Travellers can obtain more information by consulting the API/PNR, IAPI and Air Exit programs website(Opens an external website in a new tab).

Primary Inspection Kiosks

From 25 June, the Canada Border Service Agency will introduce Primary Inspection Kiosks on arrival in Toronto Pearson International Airport (YYZ) in place of the manual customs declaration form.

You can also download an app to complete the customs declaration before arrival. If you’re travelling on an Emirates flight to Canada, you can submit your Customs and Immigration declaration in advance through the ArriveCAN app within 72 hours before your departure to avoid delays on arrival in Canada. For more details, please visit the Canada Border Services Agency (CBSA) website.    

Canadian Air Passenger Rights Protection Regulations (APPR)

Learn more about our key terms and conditions of carriage. For full terms and conditions applicable to carriage to and from Canada, please see our Tariff.

Additional notices under the Canadian APPR:

• Flight Delay, Tarmac Delay & Flight Cancellation Notice
• Denied Boarding Notice

If you have any questions related to your rights under the Canadian Air Passenger Protection Regulations, or to file a request for compensation, in the first instance, please contact our Customer Affairs department directly using the Feedback or Complaints Form. You can also contact the Canadian Transportation Agency. For more information, visit the Canadian Transportation Agency website(Opens an external website in a new tab).

• Right of Withdrawal – you can cancel your trip up to twenty-four (24) hours before the scheduled time of departure of your first flight and receive a refund. We may retain a fee of up to 10% of the fare, excluding fees, taxes, and administrative fees. The Right of Withdrawal is not applicable to promotional fares.
• Right of Retraction – when you purchase a ticket through our website or via our customer contact centre, you may cancel your reservation within five (5) business days of the purchase date and request a refund. Please note that the Right of Retraction may not be exercised if the first flight on your itinerary departs within five (5) days of the purchase date.

Reglamentos Aeronáuticos de Colombia, Actividades Aéreas Civiles (“RAC 3”)

Learn more about your rights in the event of denial of boarding, flight delay, flight cancelation and a flight that has been brought forward, under Colombia’s Reglamentos Aeronáuticos de Colombia, Actividades Aéreas Civiles (“RAC 3”). Complete text of RAC 3 may be accessed on the Civil Aviation Authority of Colombia website.

The Colombian authorities may be contacted via the website of the Superintendence of Industry and Commerce and the website of the Civil Aviation Authority of Colombia.

From 17 February 2005, EC Regulation 261/2004 gives passengers boarding a flight in an EU country certain rights in the event of denied boarding, cancellation, or long delay of flights.

• Denied Boarding Notice
• Delay Notice
• Cancellation Notice

If you feel you are entitled to compensation according to these notices, please contact your nearest Emirates office.

National Enforcement Bodies(Opens an external website in a new tab)

Note that not all EC countries have appointed national enforcement bodies.

From 1st May 2009, the EU imposed new restrictions on the personal import of products of animal origin into the EU. More information can be found on the European Commission’s website(Opens an external website in a new tab).

We’ve explained our liabilities towards you as a customer and your baggage in accordance with EC regulations.

The EU Summary of Liability(Opens a PDF in a new tab)

List of airlines banned within the EU

The EU Air Safety List(Opens an external website in a new tab)

If we have made a reservation for you on a flight which is due to be operated by an airline whose name is entered on the list, you may be entitled to reimbursement or re-routing in respect of such flight in accordance with Article 8 of EC Regulation 261/04. Note that the eligibility requirements contained within EC Regulation 261/04 shall apply to your flight.

Insolvency protection

Emirates has taken out insolvency protection with International Passenger Protection Limited(Opens an external website in a new tab)(IPP) as Cover Holder for Certain Underwriters at Lloyd’s. This Insurance is only in respect of the Insolvency of Emirates for all monies paid to us (Emirates) in respect of Linked Travel & Package Travel Arrangements booked as defined under The Package Travel and Linked Travel Arrangements Regulations 2018(Opens a PDF in a new tab) / and/or Directive (EU) 2015/2302(Opens an external website in a new tab)

If you require to make a claim due to our Insolvency then please contact IPP on UK +44 (0)345 266 1872 or claim online www.ipplondon.co.uk/claims.asp(Opens an external website in a new tab)

Ban on alternative smoking products

From 30 April 2022, the Hong Kong Government strictly prohibits the possession and importation of alternative smoking products in parcels, packages or as cargo. Alternative smoking products include electronic smoking products, heated tobacco products and herbal cigarettes. Incoming travellers are not allowed to carry such items, including their parts and accessories, as baggage.

The ban does not apply to medicines approved by the Pharmacy and Poisons Ordinance, as well as to transit passengers connecting through Hong Kong International Airport without going through immigration. The Hong Kong Government will impose a maximum penalty of six months’ imprisonment and a fine of USD 50,000 on customers who fail to comply.

For more information, please read the frequently asked questions about the ban on alternative smoking products(Opens page in a new tab).

Aviation Services Law

Learn more about your rights in the event of denied boarding, flight delay, flight cancellation, and a flight that has been brought forward, under Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations or Changes of Conditions), 5772-2012 (ASL).

Consumer Protection Law

Learn more about your rights in the event of ticket cancellations according to Israel’s Consumer Protection Law, 5741-1981 (CPL).

Notice to Passengers on the Transfer of Data

We hereby inform you that Emirates Airline is obliged by the Law on Powers of Collection and Analysis of Data Regarding Passengers Entering or Leaving Israel (hereby – The Law), to submit data that it has acquired in the course of the ticket reservation process, to the National Center for Passenger Data Analysis (hereby – The Center). That data may be used by the authorities enumerated in the Law for the purposes set in the Law: combating terrorism, securing air travel, combating serious crime, improving border control and protecting public health. Such data shall be retained for the time periods set in the Law. You may find further information, including information regarding the protection of the data, as well as the full text of the Law, at the Center's website(Opens an external website in a new tab).

Airline passengers’ rights are protected under the Malaysian Aviation Consumer Protection Code (MACPC), regardless if they have purchased travel insurance from an airline or any travel insurance service provider. For more information on the MACPC, head to www.mavcom.my(Opens an external website in a new tab).

The Airport Development Fee and Airport Service Charge have each been reduced from USD 50 to USD 12 for Maldivian nationals travelling in Economy Class and Premium Economy. This fee reduction is applicable on flights departing from Male (MLE), regardless the origin of journey (except while transiting MLE where only the Airport Development Fee will apply). Eligible customers can visit our ticket office in Male to request their refund based on the applicable taxes for their journey type. Contact us for more details or visit the official website.

All plastic carrier bags, regardless of their thickness are prohibited from being imported, exported, manufactured, sold, stored supplied and used in Mainland Tanzania.

Travellers going to Tanzania are advised to avoid carrying or packing plastic bags in their suitcases or hand luggage.

However, plastic packaging for medical, foodstuff, sanitary and waste management services will be permitted. Additionally, plastic carrier items known as “Ziploc bags” specifically used for carrying toiletries when travelling will be permitted, and are expected to remain in possession of travellers throughout their visit.

Thailand’s Regulation of the Civil Aviation Board No. 101 – Measures to Protect Passengers Rights on Domestic and International Scheduled Flights provides specific rights to passengers departing from Thailand.

Learn more about your rights in cases of denied boarding, involuntary downgrading, flight cancellations, or long delays.

If you believe you are entitled to compensation according to these notices, please contact our Customer Affairs department by submitting a claim through the online Feedback or Complaints Form.

You may also contact the Civil Aviation Authority of Thailand (CAAT) directly through their website.

EC Regulation No 261/2004 (as amended by The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulation 2019) gives passengers boarding a flight in the UK certain rights in the event of denied boarding, cancellation, or long delay of flights.

• Denied Boarding Notice
• Delay Notice
• Cancellation Notice

If you believe you are entitled to compensation according to these notices, please contact our Customer Affairs department directly using the online Feedback or Complaints Form to make a claim.

In the UK, you can log a complaint with the Civil Aviation Authority (CAA) Passenger Advice and Complaints Team (PACT) by completing the online complaint form, via the CAA website.

Read the full Conditions of Carriage

Read the Summary of Key Terms

Advance Passenger Information – Privacy Notice

The following notice from the US Transportation Security Administration applies to all passengers travelling to or from the United States of America:

“The Transportation Security Administration (TSA) requires you to provide your full name, date of birth, and gender for the purpose of watch list screening, under the authority of 49 U.S.C. section 114, the Intelligence Reform and Terrorism Prevention Act of 2004 and 49 C.F.R parts 1540 and 1560. You may also provide your Redress Number, if available. Failure to provide your full name, date of birth, and gender may result in denial of transport or denial of authority to enter the boarding area. TSA may share information you provide with law enforcement or intelligence agencies or others under its published system of records notice. For more on TSA privacy policies, or to review the system of records notice and the privacy impact assessment, please see the TSA Web site at www.tsa.gov(Opens an external website in a new tab)."

Emirates Tarmac Delay Contingency Plan

Emirates is committed to ensuring the comfort and safety of all passengers by providing industry-leading service on every flight we operate. This Contingency Plan for Lengthy Tarmac Delays (“Plan”) describes the steps Emirates will take during a lengthy tarmac delay in accordance with the relevant U.S. Department of Transportation (“DOT”) regulations.

This Plan applies to all international scheduled and public charter flights operated by Emirates to and from the USA in accordance with the relevant DOT regulations. This Plan will be activated when these flights are experiencing irregular operations involving a lengthy tarmac delay at an airport in the USA. In most cases the cause of lengthy tarmac delays are outside of Emirates’ reasonable control (such as weather events, air traffic control systems, government operating restrictions, and airport construction projects). Regardless of the cause of a delay, Emirates will implement the measures set out in this Plan.

Assurances to Customers:

U.S. Customer Service Plan

Our U.S. Customer Service Plan has been developed in accordance with U.S. Department of Transportation regulations (14 CFR 259.5). This plan applies to Emirates flights to and from the U.S. Learn more about your rights under Our Customer Service Plan.

Learn more about your right to compensation in the event of denied boarding, flight cancellations, or delays of more than four (4) hours, under the Ministry of Transport of Vietnam governing Non-refundable Advance Compensation for Air Passenger Transportation.