Family stranded in Dubai facing refund limbo

A family of four fear they will not receive refunds for cost incurred while they were stranded for nine days in the United Arab Emirates because of the war in Iran.

Pete Williams, from Seaham in County Durham, and his family were supposed to travel back to Newcastle on 1 March but found out their flight had been cancelled while on their way to the airport.

Williams said the extra hotel stay cost them £250 a night and he was "pretty disappointed" with the UK government and did not receive enough information from the Emirates airline.

The UK Foreign Office and Emirates have been approached for a comment.

The family of four arrived in Dubai on 22 February.

Williams said they were having brunch near Abu Dhabi on 28 February when they heard missiles going overhead.

The next day they headed to the airport as planned but received an email notification that their flight had been cancelled.

They stayed with a friend for a night and then checked into a hotel expecting the costs would be covered.

"Unfortunately, that's not the case," he said.

Williams said the extra stay cost the family about £400 a day in accommodation and food.

He said Emirates staff at the hotel told them costs would have been covered if they had been at the airport.

"Well, we didn't get there because you told us not to go," he said.

"And they were like 'well, you might be able to claim it back'."

Williams then spoke to insurers who initially said they would cover them.

"Three days later, we rang up again and... they went 'oh, we're no longer covering you'.

"And then because we flew Emirates and we booked through Emirates, Emirates don't actually, legally under regulations, have to cover for any of your stays."

The family is now due to return to the UK on Tuesday and will have to make their own way from Birmingham to Newcastle.

Williams said even just a daily email from the airline would have been helpful, while there was not enough support from the UK government.

"Absolutely diddly-squat," he said.

"Pretty disappointed with the UK government.

"All we get told is look at what the flight carrier's doing and keep checking the gov page."

According to the Emirates website, all city check‑in points across Dubai are temporarily closed until further notice.

The airline has said the safety and security of passengers and crew "will not be compromised".

Customers booked to travel between 28 February until and including 31 March can either rebook on an alternate flight or request a refund.

On its website, the Foreign Office warns travel insurance could be invalidated if people travel against government advice.

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