Refunds, due to COVID-19 having disrupted all travel plans, and all carriers, are taking much longer for carriers and other suppliers to process at the moment, delay for which we can only apologise. However, we are continuously working on these, and would like to draw your attentions to the following two articles recently published in the travel press as examples.
EMIRATES has revealed it has returned more than $1.9 billion in COVID-19-related travel refunds since the start of the global pandemic, processing a mammoth 1.4million refund requests that represent 90% of the airline’s total backlog.The carrier has now dealt with the vast majority of requests issued by clients up until the end of Jun, with Emirates stating it was forced to deploy additional resources to ramp up its processing capability. Emirates said it is also working with travel agents to facilitate refunds for those who have booked their flights through travel agents, enabling direct refunds processing via global booking systems(GDS).“We understand that from our customers’standpoint, each pending refund request is one too many,” said the airline’s President Tim Clark.“We are committed to honouring refunds and are trying our utmost to clear the massive and unprecedented backlog that was caused by the pandemic.“Most cases are straightforward and these we will process quickly, but there are cases which will take a bit more time for our customer teams to manually review and complete,” he added. In response to COVID-19, Emirates has introduced several initiatives to help provide customers assurance, including enhanced bio-safety measures, free COVID medical cover,and flexible booking policies.
QF apologises for delays
QANTAS has assured the industry that unfortunately refund requests for both direct and indirect bookings are taking longer than usual due to the sheer volume being dealt with. In recent days a number of Travel Daily readers, from multiple agency groups, have highlighted that refunds lodged with Qantas almost six months ago have still not been processed, with some not seeing a single QF refund via BSP or consolidation over the last six weeks. The agents say they understand that it is a challenging time for everyone in the industry, but Qantas appears to be among the worst major airline in terms of providing refunds. A QF spokesperson told TD this morning that “with rolling travel restrictions, thousands of booking changes in both agency and direct channels are continuing to be processed each week”. “We apologise some requests for refunds and flight changes are taking longer than normal, we know this is frustrating and thank our customers and agency partners for their patience and understanding,” the airline said. Bookings made via agents as well as directly on qantas.com have been equally impacted by delays,and the carrier is processing refunds across both channels as quickly as possible, according to Qantas.
Richard vanKempen 0400 226 918
Linda vanKempen 0408 581 569
Rod Davies 0418 550 435
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Trusting we all continue to implement the necessary measures to stay safe and keep well.
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