Emirates succeeds in reducing the mountain of reimbursement requests that arose from travel interruptions caused by the pandemic. Before the pandemic there was a 19-person team, the department has now been increased to almost 110 employees.

In the seven months since April, the airline received, checked and processed around 1,7 million refund applications and reimbursed the equivalent of more than 1,4 billion euros to affected customers. Of this, the equivalent of over one billion euros went to customers who had booked directly with the airline, the remaining amount was reimbursed through travel agencies. In addition, over 130.000 inquiries about refunds from customers and travel agency partners were processed and status changes were made to almost four million tickets.

“Thanks to the team effort of the Refund and Customer Service departments, the support and cooperation of our partners and thanks to the understanding of our customers, Emirates has made up its arrears. Compared to before the pandemic, we still have a higher volume of refunds and requests for ticket changes, ”said Tim Clark, President of the airline. In contrast to then, the department is now able to process applications within seven days, says Clark.