emirates.com

Emirates Refund process

I bought 3 tickets in January 2025.Then in August I had to cancel 2 of them.I contacted customer services online, they created a new booking for 2 tickets and then cancelled it so that refund can be processed.About a week after (really quick service!) Emirates asked for my bank account details and unfortunately I provided incorrect SWIFT code. Money bounced back to Emirates and they just kept on their bank account (good way to earn interest from money not returned to customers!).In September I came back from overseas trip and checked my bank account. I noticed that refund has not been transferred. I contacted Emirates multiple times to get information about refund transfer and unique reference number. They are useless, I could not get any information. they were only promising I would get money in couple of days / in a week / in 15 working days etc. Tomorrow never comes in Emirates.Then I reached out to the bank and provided screenshot of Emirates confirmation. My bank noticed that I gave incorrect SWIFT number. I went back to Emirates and advised accordingly early October.Emirates approved refund, but money still have not appeared on my bank account. Now they tell me it takes 15 working days to get unique reference number from their refund team (or they just did not transfer money and get this extra time to finish what they are supposed to do). Once I have unique reference number, I will either see money on my bank account or my bank can investigate where Emirates sent money to or where they are holding my money. That's insane. I am contacting them every day now and every single Emirates person cannot help.In terms of flights, not the best, but we did land, they did provide warm food. They do not go extra mile to help customers, but as long as I returned back and was fed, it was ok. What highlighted in Emirates procedures:1. If refund bounces back to Emirates nobody cares about this. good way to Emirates to earn interest on refunds not returned to customers.2. Customer services do not have access to refund details. it takes 15 working days (3 calendar weeks or longer if public holidays) to get unique reference transaction number. Refund team must be operating from Mars and they send spacecrafts to them.3. Customer services are reluctant to resolve issue. All they are trained is to say "wait for couple of days, I feel your frustrations, wait for 15 working days, I do not have this information, but I will reach out to refunds team and other excuses).4. Customer services are not escalating issues to management as my refund still has not been processed (despite being approved early October)Will continue contacting them every day .. I do not know any other way how to resolve it. Also if anyone knows where to publish more reviews, please advise. More customers should know about this.

Date of experience: Aug 22, 2025