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Emirates returns $1.4 bln to customers in refunds

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Emirates reveals that is has returned over AED 5 billion ($1.4 billion) in Covid-19 related travel refunds to date, making strong and steady progress on its commitment to customers to complete pending refunds.

More than 1.4 million refunds requests have been completed since March, representing 90 per cent of the airline’s backlog. This includes all requests received from customers around the world up until the end of June, save for a few cases which require further manual review.

Since the pandemic hit, Emirates has invested additional resources to ramp up its processing capability.

The airline also continues to work with industry partners to facilitate refunds for those who have booked their Emirates flights through travel agents; this includes enabling direct refunds processing via global booking systems (GDS).

“We understand that from our customers’ standpoint, each pending refund request is one too many. We are committed to honouring refunds and are trying our utmost to clear the massive and unprecedented backlog that was caused by the pandemic,” Sir Tim Clark, President of Emirates Airline, said.

“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. We are grateful to our customers for their patience and understanding.”

As global travel markets slowly reopen, Emirates has gradually restarted its passenger operations around the world, always ensuring that it provides customers with a safe and smooth travel experience.

The airline has introduced a series of industry-leading initiatives to provide customers with additional reassurance and confidence when they travel – from bio-safety measures at every step of their journey, to free Covid-19 medical cover, and flexible booking policies.

Emirates currently offers flights to over 80 cities. Customers can stop over or travel to Dubai as the city has reopened for international business and leisure visitors. Ensuring the safety of travellers, visitors, and the community, Covid-19 PCR tests are mandatory for all inbound and transit passengers arriving to Dubai (and the UAE), including UAE citizens, residents and tourists, irrespective of the country they are coming from.

Flexibility and assurance

Emirates’ booking policies offer customers flexibility and confidence to plan their travel.

Customers who purchase an Emirates ticket by September 30 for travel on or before November 30, can enjoy generous rebooking terms and options, if they have to change their travel plans due to unexpected flight or travel restrictions relating to Covid-19, or when they book a Flex or Flex plus fare.

Free, global Covid-19 cover

Customers can now travel with confidence, as Emirates has committed to cover Covid-19 related medical expenses, free of cost, should they be diagnosed with Covid-19 during their travel while they are away from home.

This cover is immediately effective for customers flying on Emirates until October 31 (first flight to be completed on or before October 31), and is valid for 31 days from the moment they fly the first sector of their journey.

This means Emirates customers can continue to benefit from the added assurance of this cover, even if they travel onwards to another city after arriving at their Emirates destination.

Health and safety

Emirates has implemented a comprehensive set of measures at every step of the customer journey to ensure the safety of its customers and employees on the ground and in the air.

The measures include the distribution of complimentary hygiene kits containing masks, gloves, hand sanitiser and antibacterial wipes to all customers.

Six flights per week to Maldives

The Dubai-based airline has recently increased its services to the Maldives from five a week to six times a week to meet customer demand.

Emirates, which runs the world’s biggest airline by international traffic, resumed services to the Maldives on July 16 after a three-month hiatus in the wake of border closures by the Maldivian authorities to control the coronavirus outbreak.

The Maldives reopened its borders on July 15.

Resorts and hotels on uninhabited islands as well as liveaboard vessels were allowed to host tourists (please see a rolling list of resort reopenings here).

Guesthouses and hotels located on inhabited islands were to be allowed to reopen on August 1 but a surge in coronavirus cases in capital Male forced the authorities to extend a ban on guesthouse operations until October 15.

With the border reopening, 30-day free on-arrival visa is issued to all tourists with a confirmed booking for a stay at any registered tourist facility in the country.

There is no mandatory quarantine or testing on arrival, but tourists have to complete an online health declaration form and provide a negative PCR test result taken at least 72 hours prior to their departure.

Visitors with symptoms of the Covid-19 respiratory disease caused by the novel coronavirus or those travelling with someone who has similar symptoms are also tested at their own expense.

Excursions

Holiday Inn Resort Kandooma Maldives reports rare whale shark encounter

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Divers from Holiday Inn Resort Kandooma Maldives recorded a whale shark sighting last month during a dive at Kandooma Thila in South Malé Atoll.

The encounter took place on 13 April during a guided dive led by Dive Centre Manager Ibrahim Shaan. The whale shark, estimated to be approximately six metres in length, is believed to be a juvenile aged between eight and 15 years. The animal remained in the vicinity of the divers for more than 30 minutes before leaving the area.

Shaan said the whale shark entered the dive site calmly, circled alongside the group and remained present for an extended period. He described the encounter as one of the most notable experiences observed at the site.

Whale shark sightings are considered uncommon in South Malé Atoll, where the species is not typically resident. They are more frequently associated with the South Ari Atoll Marine Protected Area, one of the primary aggregation areas for whale sharks in the country.

The Maldives is regarded as a key destination for whale shark encounters due to environmental conditions including warm waters, nutrient-rich currents and seasonal plankton blooms. Whale sharks are filter feeders and migrate across large distances, often following food sources.

The sighting at Kandooma Thila is understood to be linked to broader migratory movement through the atoll system, with the animal potentially following plankton concentrations or feeding opportunities created by ocean currents.

Kandooma Thila is known for its coral-covered structure, current-driven conditions and marine biodiversity, factors which may attract larger pelagic species on a temporary basis.

Following the sighting, the resort has submitted photographs and video footage to the Maldives Whale Shark Research Programme (MWSRP) for potential identification through its national database. Whale sharks can be identified through unique spot patterns located behind the gills and along their flanks.

The MWSRP’s Big Fish Network database has recorded more than 800 individual whale sharks in the Maldives, contributing to long-term research on migration patterns, population dynamics and species health.

Sharon Garrett, Director of Marketing and Sustainability at the resort, said the data collected would support ongoing research and conservation efforts. She noted that such information contributes to understanding seasonal movement patterns, assessing environmental conditions and informing marine protection measures.

The resort has also reiterated the importance of responsible interaction with marine wildlife. Recommended practices include maintaining distance, avoiding physical contact, refraining from flash photography and ensuring appropriate buoyancy control.

Boat strike incidents remain a recognised threat to whale sharks in Maldivian waters, highlighting the need for careful vessel operation in areas where marine life is present.

Holiday Inn Resort Kandooma Maldives is located approximately 45 minutes by speedboat from Velana International Airport and provides access to multiple dive sites in South Malé Atoll. The resort also operates a Dive Free programme, offering up to two complimentary dives per day for certified divers staying a minimum of three nights.

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Celebration

Sirru Fen Fushi to host Eid al-Adha celebration from 27–29 May

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Sirru Fen Fushi – Private Lagoon Resort has announced its “Eid in Harmony” programme for Eid al-Adha, scheduled from 27 to 29 May 2026, offering guests a series of curated experiences centred on dining, cultural elements and leisure activities.

The programme is designed to provide a structured yet relaxed approach to the celebration, with a focus on shared experiences and engagement with the island environment. According to the resort, the initiative aims to bring together cultural traditions and hospitality offerings within a resort setting.

A central feature of the programme will be the Eid al-Adha Feast, a dining experience presenting a selection of dishes prepared for the occasion. The event will be set in a themed environment reflecting elements associated with Eid.

The resort will also introduce an “Eid Gift with Purpose” initiative, positioned as a gesture aligned with the values of giving and reflection associated with the occasion.

In addition, guests will have the option to participate in a Guest Archery Competition, offering a recreational activity designed to complement the island setting and provide an alternative form of engagement during the celebration period.

Alongside the programme, the resort has launched an “Eid Island Escape” offer, which includes a range of inclusions for guests staying during the period. These include a 30-minute jet lag recovery massage, daily breakfast at Raha Market, dinner on a dine-around basis across selected restaurants, and a one-time floating breakfast experience.

In a statement, the resort’s management said the programme is intended to reflect the values of togetherness and reflection associated with Eid al-Adha, while offering guests opportunities to spend time with family and participate in shared experiences.

Through the three-day programme, Sirru Fen Fushi – Private Lagoon Resort is presenting Eid al-Adha as a combination of dining, leisure and cultural activities within a resort environment.

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Featured

Reethi Faru Resort awarded Green Globe certification

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Reethi Faru Resort has received Green Globe certification, recognising its compliance with international standards for sustainable tourism.

The certification reflects the resort’s stated commitment to responsible hospitality, with a focus on environmental management, social responsibility and operational practices across the property.

Green Globe certification is awarded following an assessment based on established sustainability criteria and verified through independent third-party audits. The standard reviews performance in areas including environmental management, energy efficiency, resource conservation, community engagement and sustainable operations.

With the certification, Reethi Faru Resort joins a group of hospitality operators worldwide that have met Green Globe’s sustainability requirements and demonstrated an ongoing commitment to improvement in tourism practices.

In a statement, the management of Reethi Faru Resort said the recognition reflects the resort’s continued focus on preserving the natural environment of the Maldives while maintaining the guest experience. The management added that sustainability forms part of the resort’s daily operations.

The Green Globe standard includes more than 40 core criteria supported by over 380 compliance indicators, providing a framework for assessing sustainability performance in the hospitality sector.

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