Emirates Delivers on Customer Satisfaction Promise

emirates delivers on its promise of customer satisfaction
emirates delivers on its promise of customer satisfaction

Emirates continues to prioritize choice and flexibility to ensure its passengers can best compensate for the changes they face in ever-changing travel conditions. Since March 2020, the airline has helped more than 2 million passengers make multiple date or destination changes or convert their tickets into travel vouchers for future use. While more than 92.000 passengers exchanged their tickets for travel coupons, more than 38.000 flew in return for this coupon.

Adnan Kazım, Emirates Airline Commercial Affairs Director, said: “As the demand for international travel continues to increase, passenger security and booking flexibility will continue to be at the heart of our strategy. By making sure we have passenger-friendly booking policies, we have built confidence in travelers who are in the process of deciding to travel with us, and enable them to take more control of their travel plans when uncertainty arises. In this case, we've allowed them to make changes stress-free through our generous cancellation policy, ensure easy redeeming of travel coupons, speed up return processing times, and all this with our industry-leading multi-risk travel insurance. We've also extended status and miles for our Skywards members.”

The airline rewrote the rules of the game on flexible booking, launching the most generous ticket validity period in the industry, giving passengers the option to cancel their tickets for more than 24 months and use them whenever they want. The airline is now extending the reservation cancellation period until May 31, 2022, allowing its passengers to book with the confidence that they will receive full support in case of a change in their travel situation.

Emirates also continues to deliver on its long-standing commitment to handling passenger returns, processing approximately 3,3 million refund requests since the outbreak began. Strengthening its capacity to manage ticket refunds, the airline has achieved a fast turnaround time for travel agents and passengers, becoming the fastest in the industry and raising the bar. The airline thus provided more trust, prestige and loyalty for the future.

Emirates passengers also benefit from the most comprehensive multi-risk travel insurance in the industry, introduced in December 2020. With this application, Emirates became the first airline to provide additional travel assurance for its passengers to travel comfortably. Since its implementation, more than 7,2 million passengers have traveled safely thanks to Emirates' multi-risk travel insurance.

Emirates also encourages frequent traveler loyalty program Skywards members to travel with special privileges. Emirates Skywards has extended the status validity of over 630.000 Silver, Gold and Platinum members until 2022. It has also extended the validity of 51 billion Skywards Miles, allowing members to redeem them for future travel, cabin upgrades and partner rewards.

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