Shocking! Emirates Holidays - no communication or refunds
I am so disappointed in Emirates.
My holiday did not go ahead due to the global Covid-19 pandemic and I have been told I am going to receive a credit note for the full total of my package holiday by the 15/04/2020 in the amount of €4,879.88. I have not had any further correspondence from the company and have been trying continually to get through on the Customer Services numbers that I have been instructed to ring to discuss my situation. I have spent over 2 hours hanging on a phone line that keeps saying the operator is busy and to continue to hold. I am fully aware of my holiday rights to a refund within 14 days and while I totally understand there could be a delay in refunding within this timescale due to the current circumstances, in keeping with the law I am not obliged to accept a credit note if this is unacceptable to me! I am entitled to a full refund for a paid for service that was not provided due to no fault of mine.
I am now in the process of making a formal complaint to ATOL due to the total disregard for my consumer rights and a complete lack of communication in relation to my monies paid to Emirates Holidays in good faith.
I, as a customer, will definitely think twice before considering EMIRATES HOLIDAYS in the future and will certainly warn others that they do not follow their contractual agreements.
I just want to make sure any potential customers who may be still considering booking holidays with Emirates are aware of the way Emirates handled this situation and how much they really value their "valued customers".
I also have another booking with balance of over €8,600 due by Monday 27th April! I am not intending to pay it and I also expect my deposit of €602 for that booking to be refunded to me in full! In relation to this booking, I have noticed that once again 2nd leg of our return flights have been changed twice now from the 16th to the 17th July. If the flights go ahead at all, does Emirates expect that I just hang around Dubai airport for the whole day and night with my children???
These 2 trips were meant to be holidays of our lifetime to celebrate big events and family milestones. We have been saving like crazy for over 6 years in order to be able to afford them. Now, on top of worrying about my family's health and job security, I now also worry about money and how to pay all bills in the current situation. Refund is what I need.
I expect someone to get back to me today.