Passengers Furious as Emirates, Flydubai Refuse Refunds After Flight Cancellations

Israeli passengers are expressing anger and frustration as Emirates and Flydubai airlines reportedly refuse to provide full refunds or arrange alternative flights to Israel following a wave of cancellations. The disruptions are attributed to the security situation, stemming from an attempted hijacking of a Flydubai plane en route to Israel. Passengers claim airline representatives are shirking responsibility, citing the security situation and stating "the state is responsible." Many have been stranded in transit locations worldwide, reporting difficult treatment from airline staff.

One passenger, identified as 'O', told N12 that her family was forced to sign a waiver of claims as a condition for boarding a flight, stating, "They forced us to sign, otherwise they wouldn't let us on the plane." She added that eight other Israelis were compelled to sign a document that falsely claimed the change in destination was initiated by the passengers. Her family eventually landed in Dubai, incurring additional costs for onward travel to Israel.

Lawyer Assaf Amon commented that forcing passengers stranded abroad to sign broad waivers of future claims is legally problematic, especially when done under duress. He noted that the validity of such waivers is questionable, particularly concerning consumer rights established by law. Passengers who signed should not assume they have forfeited their rights.

Other passengers shared similar experiences. Natalie, who was in Thailand with her family, was offered a flight to Larnaca, Cyprus, only on October 12, with no arrangements for travel from Cyprus to Israel. Shani, also from Thailand, reported that Emirates refused to fly her family directly to Tel Aviv, offering only a convoluted route via Dubai and Rome, forcing them to purchase separate tickets to Israel, costing over $3,000 for six people. Another passenger, 'N', was told by airline staff to seek reimbursement from the state for the canceled flight and incurred additional expenses for 'rescue' flights and unplanned hotel stays in Dubai.

Lawyer Amon reiterated that flight cancellations do not absolve airlines of their responsibility. Passengers are entitled to a refund or an alternative flight to their final destination, along with necessary assistance like food and lodging. He emphasized that airlines cannot evade their contractual and legal obligations by broadly blaming the state, even in exceptional security circumstances. Booking through a travel agent does not negate these rights.

Passengers are advised to retain all documentation, including booking confirmations, cancellation notices, correspondence, receipts, and any waivers signed. Amon suggests pursuing full refunds and expense reimbursements, and potentially class-action lawsuits if a pattern of behavior is evident.

The Ministry of Transport stated that Flydubai is obligated to offer full refunds or alternative flights and provide assistance, as per the law. They noted that the Flydubai CEO committed to assisting affected Israeli passengers, and the existence of repatriation flights by Israeli airlines does not diminish Flydubai's legal obligations.