I had a group of 13 scheduled to fly on Emirates back in April. Two weeks prior to our trip one of our passengers had to cancel. Emirates informed me that we'd be receiving a refund less a $200 fee.

This was confirmed via an email on April 14th. Now it's 13+ weeks later and we still haven't received our refund ($1400+) despite numerous emails to our Emirates representative in Los Angeles.

They say "I did hear back from them. They are in process; unfortunately they have been a bit behind, so please excuse the delay."

Any advice?

Thanks