DUBAI- A first class passenger was banned from Emirates (EK) after initiating a successful credit card chargeback over a canceled flight. The airline cited ticket utilization despite service disruptions caused by historic floods in Dubai last April.
According to OMAAT, the passenger booked alternate transport when Emirates failed to rebook him following the cancellation. Although his card issuer ruled in his favor, Emirates later demanded repayment and blocked future travel.
Emirates First Class Lounge, Dubai; Photo- EmiratesEmirates Bans First Class Passenger
In April 2024, a traveler flying Emirates (EK) first class from Birmingham (BHX) to Tokyo (HND) via Dubai (DXB) was affected by severe flooding in Dubai that disrupted the airline’s operations.
Upon arriving at the airport using Emirates’ chauffeur service, he was informed that the flight had been canceled. With no way to rebook due to overwhelmed customer service lines, he returned home by taxi, also arranged by the airline.
With no communication from Emirates over the following days, the passenger booked a replacement one-way ticket on Air France (AF).
Eight days later, an Emirates agent confirmed that his return segment would remain valid and advised him to request a refund for the unused outbound portion after completing his trip.
After returning from Japan, the traveler submitted the refund request as instructed. Emirates denied the claim, stating the entire ticket had been “utilized,” despite only the return leg being flown.
After multiple unanswered follow-ups, the passenger warned the airline of a potential credit card chargeback if the issue wasn’t resolved within 21 days.
With no resolution, the chargeback was initiated and approved by his card issuer, which reimbursed him approximately £4,000 ($5,300), the cost of the unused outbound flight.
Emirates challenged the dispute, incorrectly asserting the ticket was fully used, but the issuer ruled in favor of the customer.
Nearly a year later, the passenger received an email from Emirates demanding full repayment of the disputed amount.
The airline stated that he must pay in cash to lift the travel restriction. The message implied that the ticket had been reissued and utilized, and no further response came after the passenger reached out to clarify.
The ban remains in place despite the fact that the original flight was canceled by the airline and not due to the passenger.
The passenger now fears not only being permanently barred from flying Emirates, but also facing scrutiny if entering the UAE due to the unresolved payment record.
Photo: Emirates A380-861 A6-EDJ | Close up detail of the big Emirat… | FlickrCustomer Service Breakdown
This incident highlights a growing concern among air travelers: the inability to reach a qualified human decision maker when systems fail.
The flood-related disruption was well-documented, and the traveler followed all instructions from Emirates’ staff.
Still, due to rigid refund protocols and miscommunication between departments, the passenger was penalized for acting reasonably.
Analysts suggest that internal mislabeling of reissued tickets likely caused Emirates to wrongly flag the fare as “fully utilized.”
Without adequate customer escalation paths, such errors often go uncorrected. The only remaining options may be regulatory complaints or escalating the issue to senior executives directly.
Photo: By Mitchul Hope – Emirates | A6-EOT | Airbus A380-841 | London Heathrow Airport (LHR/EGLL), CC BY-SA 2.0, https://commons.wikimedia.org/w/index.php?curid=129305856Bottom Line
Emirates canceled a flight due to a natural disaster, then refused to refund the unused portion. After a legitimate chargeback, the airline later banned the passenger and demanded repayment.
This case underscores the risks travelers face when automated systems override logic, and customer service fails to intervene.
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Emirates First Class Passenger Who Paid $50,000 Criticized for Post
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