A retired expat in Thailand secures a long-overdue refund of £1,081.46 from Emirates for flights canceled during the 2020 COVID lockdown.
The Original Booking
In early 2020, a retired expat living in Thailand booked return flights from Bangkok to Gatwick via Dubai on Emirates. The itinerary included a departure on April 9 and a return on April 23. The total cost came to £1,081.46. Lockdown measures began on March 23, leading to the cancellation of these flights.
Initial Refund Efforts
Soon after the lockdown started, the traveler submitted an online refund claim form to Emirates twice, as the first attempt yielded no response. The second submission generated a confirmation email, but the refund never materialized.
Emirates implemented a policy offering full refunds for canceled flights or voluntary non-travel between February 28 and May 31, 2020. The traveler qualified under this policy but received no payout.
Challenges and Time Limits
The payment was made via credit card, but Section 75 protection, which lasts six years from the purchase date, has now expired. Attempts to use third-party flight refund services also proved unsuccessful. These services typically charge 35 percent of recovered amounts, prompting caution for potential users.
The traveler expressed frustration, stating: “I would be so grateful if you could assist, or just to tell me that any possibility of a refund has since expired so I can mentally put this loss to bed.”
Investigation Reveals the Issue
Further review shows Emirates initially processed the claim under its pre-pandemic refund policy, resulting in rejection. A new COVID-specific policy required customers to resubmit requests through customer service. Many travelers, believing their initial claims sufficient, overlooked this step.
Refund Secured After Six Years
Following direct contact with Emirates, the full £1,081.46 has now arrived in the traveler’s bank account, more than six years after the original booking.
This case highlights ongoing delays in pandemic-era refunds, even from major carriers like Emirates. Travelers facing current disruptions, such as those from Middle East conflicts, should act promptly to avoid similar prolonged waits.
