Rules and notices
You will be entitled to the Available Assistance and Benefits described below if:
Traveling pursuant to a frequent flyer program or as part of a package holiday will not be treated as traveling free of any charge for the purposes of this notice.
If you meet the Eligibility Criteria, you will be entitled to the following benefits:
The assistance described above will be provided free of charge. You will be entitled to such assistance only to the extent that we reasonably expect its provision would not cause delay.
We will pay particular attention to the needs of people with reduced mobility and any people accompanying them, as well as to the needs of unaccompanied children in accordance with Article 9(3) of Regulation (EC) No 261/2004 (as amended by The Air Passenger Rights and Air Travel Organizers’ Licensing (Amendment) (EU Exit) Regulation 2019).
Reimbursement or re-routing
If the delay lasts five hours or more and you decide not to travel on the delayed flight(s) we will offer you the choice of:
Reimbursement is due within seven days. Payment is subject to completion of all reasonably necessary formalities such as, but not limited to, satisfactory identification of the party entitled to the reimbursement and return of unused tickets/coupons.
The right to reimbursement will also apply if your flight forms part of a package, except where such right arises under the Package Travel and Linked Travel Arrangements Regulations 2018.
You may be entitled to compensation where you are delayed at your final destination by more than three hours and that delay arises from causes within our control (rather than extraordinary circumstances which could not have been avoided by all reasonable measures).
The levels of compensation are specified as follows:
Compensation will be reduced by 50% if any re-routing offered to your final destination results in a scheduled arrival time which does not exceed the scheduled arrival time of the original flight by:
Compensation will be paid in cash, by electronic transfer, bank orders or bank checks or, with your signed agreement, in travel vouchers and/or other services.
If, whether as a result of long delay or for any other reason such as, but not limited to, substitution of an aircraft with a smaller passenger cabin, you are placed in a class lower than that for which your ticket was purchased while you are being re-routed, you will be entitled to reimbursement as follows:
for the part or parts of the journey that you were placed in that lower class.
You can contact our Customer Affairs department directly through our website www.emirates.com/feedback/ to make a claim.
This notice does not give you any additional contractual rights.