COVID-19 Change & Refund Policy **Update** 020420

Emirates would like to provide an update to you, for customers affected by COVID-19, for tickets issued up to 31 May 2020 and have a coupon validated for travel up to 30 June 2020.

Below are the options for customers, with a ticket based on the above requirements that are affected by the listed scenarios. Emirates passengers have the listed options that provide them the flexibility to fly with us again when they’re ready if they book a ticket before 31 May.

This circular supersedes all previous circulars.   

Scenarios impacting tickets issued on or before 31May’20 with at least one coupon with scheduled Emirates departure on or before 30Jun'20

Travel ban	Where there is an explicit government notification that prohibits travel from either point of journey origin or destination
Travel advisory	There is general government advisory against non-essential travel but no travel ban.
Visa process change / Quarantine	Visa process which required visiting an embassy/consulate OR mandatory quarantine at origin or destination.
Passenger is unable to reach airport	Countries which have a government lock down and passengers are unable to reach airport.
Flight cancellation	Emirates flight is cancelled for a specific date or route is suspended for a continuous period of time

Changes

• Changes and Reissues are permitted with waiver of Reissue Fee & Fare difference in any RBD within the same cabin, to an alternate flight or to/from nearest EK online gateway within the same region where EK flights are operating.
• If passenger wishes to rebook/reissue to another region , no Reissue Fee to be collected , however Fare difference (if any) will need to be collected.
• Please continue to use code “ROGW006 DUE COVID-19”

Keep your Ticket

• Original ticket can be kept with an open coupons status for 760 days from date of original ticket issue.
• This ticket will then be accepted at face / residual value as payment for a new ticket for any date/flight.
• Changes and Reissues are permitted with waiver of Reissue Fee & Fare difference in any RBD within the same cabin, to an alternate flight or to/from nearest EK online gateway within the same region where EK flights are operating.
• If passenger wishes to rebook/reissue to another region , no Reissue Fee to be collected , however Fare difference (if any) will need to be collected.
• Please continue to use code “ROGW006 DUE COVID-19

Refunds

• Applicable refund and no-show rules / charges as per date of original ticket issue will apply.

How to simply keep your ticket for the future

Customers can choose to keep their ticket and we’ll extend its validity to 24 months from the date of the original booking. The fare amount paid for the original booking will be accepted for any flight to the same destination/region* at any time with no fees during this period.

What do I need to do to select Keep you ticket option?

There is no need to keep a segment in the PNR to keep the ticket valid. We are able to extend and validate ticket details for 760 days from the date of issuance.

Can I change the customer’s destination with ‘Keep your ticket’?

Yes, you can change the destination. It will be valid for one year from the date it is issued and can be extended for another year.

The fare paid will be accepted for any flight to the same destination or within the same region. For example, if the original booking was for London, you can rebook it for Amsterdam at no extra charges.

The Emirates regions are:

• Africa
• Australasia
• Europe
• The Far East
• The Gulf, Middle East and Iran
• Indian Ocean Islands
• North America
• South America
• West Asia

Are there any change fees with either option?

There are no change fees when rebooked within the 24-month period, so you have more flexibility for planning ahead.

Are these options available for tickets booked anytime?

These options are available for ticketed bookings made before the 31 May. Bookings made from 1 June onwards are subject to the fare conditions applicable at the time the booking is made.

What if I can’t travel within this period?

You can extend the validity for another year. If the customer is unable to travel for any reason they can extend for another year or opt for a cash refund subject to fare conditions applicable at the time of your original booking.

We hope these options make it easier for you to book your clients on Emirates. Your local sales team welcomes any enquiries or clarifications.

Thank you for your continued support and commitment in managing disrupted customers during this challenging time.

Should you have any other queries or require further information on this release, please contact your local Emirates Sales team.     

Kindly disseminate this information to all concerned.  

Emirates - India

02 Apr 2020