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Conditions of Carriage

When you buy a ticket for air travel with Emirates, it constitutes a contract of carriage. It allows you to be carried on a flight or a series of flights. Its terms are governed by a) the terms and conditions of the ticket, b) the conditions of carriage, c) the applicable tariffs, and d) our regulations.

Read the full Conditions of Carriage(Opens a PDF in a new tab)

Worldwide 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)

ASL Notice

This notice contains important information about your rights under Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in Conditions), 5772-2012 (the "ASL"). The rights referred to in this document apply in the following circumstances:

  • You have a confirmed reservation on a flight operated by the Airline purchased at a fare available directly or indirectly to the general public; and
  • (except in the case where your flight has been cancelled) you have presented yourself for check-in before the Check-In Deadline as specified by us in our General Terms & Conditions of Travel or related regulations; and
  • You are traveling on a flight departing from an airport in Israel or a flight arriving at an airport in Israel (unless it is evident that you received benefits or compensation and were given assistance in such other country and that those benefits, compensation and assistance directly correspond to your entitlement under ASL); and
  • You have not been denied boarding by reason of a matter set out in our General Terms & Conditions of Travel or related regulations; and
  • You have been denied boarding involuntarily or your flight is delayed by more than two hours beyond its scheduled departure time or cancelled.

DENIED BOARDING

The Airline, as a policy, does not overbook its flights. However, in the unlikely event that a seat is not available for a passenger with a confirmed reservation, we will seek volunteers to surrender their seats in exchange for benefits that we and the volunteer may agree upon before involuntarily denying boarding to other passengers. If there are insufficient volunteers and we deny you boarding involuntarily, you are entitled to the relevant rights set out in this chapter (same as in the event of flight cancelation), unless your boarding has been denied in circumstances where there are reasonable grounds to deny boarding such as reasons of health, safety, security or inadequate travel documentation.

FLIGHT DELAY BETWEEN 2 AND 8 HOURS

If we reasonably expect your flight to be delayed for two hours or more, but less than 8 hours, beyond its scheduled time of departure, you are entitled to the relevant rights set out in paragraph 3 of this document.

FLIGHT CANCELLATION AND DELAYS BY MORE THAN 8 HOURS

If your flight is cancelled, was brought forward, or delayed by more than 8 hours, you are entitled to the rights set out below (see following sections 1.; 2.; and 3.). As regards your right to compensation, please note that the Airline is entitled to refuse compensation when (the "Exemptions"):

  • You are informed of the cancellation at least two weeks before the scheduled time of departure; or
  • You are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and reach your final destination less than four hours after the scheduled time of arrival; or
  • You are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than one hour before the

scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival; or

  • The cancellation is due to extraordinary circumstances which were not under the Airline's control even if the Airline had done whatever was under its control; the flight was cancelled due to strike or a protected work-by-rule strike; the flight has been cancelled in order to prevent the desecration of the Sabbath or a Jewish holiday.

The aforementioned provisions do not apply if you refuse to fly on the alternative flight because the alternative flight was not offered to your travel companion(s) or for reasons of security, religion or medical limitations.

In case you purchased an Emirates flight ticket for flight to / from Israel, since December 15, 2020 - and the flight was cancelled by us you are entitled to receive refund of consideration within 30 days of the scheduled date.



  1. RIGHT TO COMPENSATION

    If you are involuntarily denied boarding or your flight is cancelled or delayed by eight or more hours with respect to the scheduled departure time, you are entitled to receive, subject to the Exemptions provided hereinabove, the following amount from us:

    1. NIS 1,290, in respect of all flights of 2,000 km or less; or
    2. NIS 2,070 in respect of all flights between 2,000 km and 4,500 km; or
    3. NIS 3,100 in respect of all flights over 4,500 km

    The foregoing compensation will be reduced by 50% provided that the delay in the landing time at the final destination compared with the original landing time does not exceed the scheduled arrival time of the flight originally booked by 4 hours (flights falling under A), 5 hours (flights falling under B) or 6 hours (flights falling under C). Compensation, if due, will be made within 45 days of receipt of a written request on Customer Services Dept., Emirates Group Headquarters Building, PO Box 686, Dubai, United Arab Emirates. Compensation will be made by bank transfer or check, or by other means as agreed to in writing by the passenger.



  2. RIGHT TO REIMBURSEMENT OR RE-ROUTING

    If you were denied boarding or your flight is cancelled or delayed at least 8 hours, you may choose between:

    1. Reimbursement in the amount paid for the flight ticket, including fees, levies, taxes and other obligatory payments within 21 days of receipt of written application Replacement flight ticket to your final destination; or
    2. re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
    3. re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.

    If your flight is delayed by at least five hours and you elect not to travel, you are entitled to receive reimbursement as set out in point (a) above, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.

    If you do not wish to continue with your initial travel plans when there is a delay of at least 5 hours, you may choose reimbursement or rerouting. However, if the flight's delay is due to a protected strike, you will only be entitled to reimbursement; and a) and b) above. Where it is not feasible for the Airline to arrange the care set out above, it will reimburse you for your reasonable receipted expenses upon application to the Airline Customer Services Dept.


    Reimbursement in the amount paid for the Flight Ticket, including fees, levies, taxes and other obligatory payments within 21 days of receipt of written application.



  3. RIGHT TO CARE

    The assistance as described in this section is provided in the event that a flight time of departure is delayed by at least two hours from the scheduled departure.

    If the Airline expects a flight to be delayed by at least 2 hours you will be offered free of charge:

    1. meals and refreshment vouchers in reasonable relation to the waiting time, as long as it will not further delay the departure of the aircraft
    2. two telephone calls, telex or fax messages or e-mails;

    If the Airline expects a flight to be delayed by 5 hours and less than 8 hours, you will also be offered free of charge, if applicable:

    1. hotel accommodation in cases where a stay of one or more nights becomes necessary, or where a stay additional to that intended by you becomes necessary;
    2. transport between the airport and place of accommodation (hotel or other).


  4. CHANGES TO THE TERMS

    If you are placed in a higher class of service than that stipulated on the Flight Ticket, you will not be subject to any extra charges nor are you entitled to any monetary compensation. If you are involuntarily placed in a lower class of service than that stipulated on the Flight Ticket, you will receive reimbursement of 100% of the price of the ticket for all flight segments longer than 4500 km. For flight segments less than 4500 km, the Airline will pay an amount equal to the flight fare paid, multiplied by the ratio between the affected flight distance and the total flight distance.

    This Notice is required by Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in Conditions), 5772-2012; Any legal claim or action taken in the event of a dispute should be based solely on the legal text of the Law.

European Union Notices

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.

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

National Enforcement Bodies(Opens a PDF 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).

The EU Summary of Liability

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)

Notices for the United States of America

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:

  1. The Department of Transportation's (DOT) tarmac delay rule requires that passengers on a flight experiencing a tarmac delay have the opportunity to deplane before three hours (for domestic flights) or four hours (for international flights) after the start of the tarmac delay. For all flights covered by this Plan, Emirates will not permit an aircraft to remain on the tarmac in the USA for more than four hours before allowing passengers to deplane unless:
    • The pilot‑in‑command determines there is a safety‑related or security‑related reason why the aircraft cannot leave its position on the tarmac to deplane passengers; or
    • Air traffic control advises the pilot‑in‑command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations.
  2. For all flights covered by this Plan, Emirates will provide adequate food and potable water no later than two hours after the start of any tarmac delay, unless the pilot-in-command determines that safety or security considerations preclude such service.
  3. For all flights covered by this Plan, Emirates will provide operable lavatory facilities, as well as adequate medical attention if needed, while the aircraft remains on the tarmac.
  4. For all tarmac delays at an airport in the USA in excess of 30 minutes that are covered by this Plan:
    • Emirates will provide passengers with an update on the status of the delay when the tarmac delay exceeds 30 minutes;
    • Emirates will provide subsequent updates on the status of the tarmac delay to passenger as appropriate; and
    • Emirates will notify the passengers in a timely manner, each time a suitable opportunity arises for passengers to disembark.
  5. Emirates will make sufficient resources available to implement this Plan.
  6. Emirates will coordinate this Plan with airport authorities, U.S. Customs and Border Protection and the Transportation Security Administration at all airports in the USA that Emirates serves (including diversion airports within the USA).
  7. Note that code-share flights operated by a different carrier will be covered by that carrier's tarmac delay plan when a lengthy tarmac delay occurs at an airport located within the USA.

Notice for Hong Kong

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.

Malaysian notices

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).

Tax discount for Maldives residents

Tickets for Flights departing from Male (MLE) are issued inclusive of the Airport Development Fee and Airport Service Charge. These are charged at a rate of USD 25 each, but Maldives nationals receive a discount on these fees and are only required to pay USD 12 for each tax. Maldives nationals can contact us to request a refund of the USD 13 for each tax they are not required to pay.

For more information please visit https://mira.gov.mv/forms/r834-guide-to-airport-service-charge-and-development-fee.pdf(Opens a PDF in a new tab).

Notice for travellers planning to visit Tanzania

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.

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