Dubai, UAE, 25 November 2020 – Delivering on its customer promise, Emirates has completed an intensive programme to clear its backlog of refund requests which was caused by pandemic-related travel disruption. Over the seven-month period starting April, Emirates received, validated and processed nearly 1.7 million refund requests. This resulted in the airline returning AED 6.3 billion refunds to its customers. Of this sum, AED 4.7 billion was refunded to customers who had booked directly with the airline, and the remainder was returned via travel agencies. In addition, Emirates managed over 130,000 refunds-related queries from customers and travel agency partners and made status changes to nearly 4 million flight coupons. At the peak of its project, Emirates had 110 personnel dedicated to validating and processing refunds, massively increased from the 19-person team pre-pandemic. The airline managed this by internally moving personnel from other functions to assist in this endeavour. Read also: Indian Army Kills a Pakistani Civilian In Firing Along LoC Sir Tim Clark, President Emirates Airline said: “In the early months of 2020, COVID-19 massively disrupted travel around the world and led to an unprecedented volume of refunds requests across the aviation and travel industry, including at Emirates. It was … Continue reading Emirates delivers on customer promise to complete refunds backlog