Travel information

Travel Information FAQs

• Am I entitled to hotel accommodations if I have a long layover due to rebooking?

  If your connection time in Dubai is between 10 and 24 hours, you might be eligible(Opens in the same window) for our Dubai Connect services.

  If you are eligible, you can request Dubai Connect services through Manage your booking(Opens in the same window) once you complete all the entry and testing requirements for travel to Dubai and your final destination.

• How will I be notified if my flight is delayed or canceled?

  If your flight is delayed or canceled we’ll send an email and an SMS to the contact details you provided in your booking. To make sure you get operational notifications, update your contact details in Manage your booking(Opens in the same window). If you booked through a travel agent, please provide them with your latest information to ensure that you receive any updates on your flight.

• If I don’t want to travel during severe weather conditions, what are my options?

  We understand you might not want to travel during severe weather conditions. We have a very generous waiver policy for these circumstances, outlined below:

  • You can change your date of travel to seven days before or after your original travel date.
  • You can change your booking to the closest airport in the same country.
  • You can refund your ticket.

• If my flight is disrupted and my baggage does not arrive with me, how will I get my luggage?

  Please refer to our delayed baggage FAQ(Opens in the same window).

• If the rebooked flights don’t suit my schedule, can I rebook another date and time or cancel the itinerary?

  If your new travel date and time do not suit your schedule, please contact us so we can assist you in finding other options. You can make changes depending on your booked class of travel and availability.

  Alternatively, you can also keep your ticket and contact us when you’re ready to travel again if your flight has been impacted by COVID‑19. See your ticket options(Opens in the same window).