Please accept our sincere apologies on behalf of Emerald Airlines for not having met your expectations during your travel with us. We are very sorry for the inconvenience and disappointment that resulted flight on xxth xxxx 20xx ( xx/xx/xx )

Regrettably In accordance with the European Court of Justice’s ruling, Regulation (EC) No 261/2004 does not apply to connecting flights operated by an EU carrier which have been the subject of a single booking, where both the airport of departure of the first leg of the journey and the airport of arrival of the second leg of the journey are located in a third country, and only the airport where the stopover takes place is located in the territory of a European Union Member State. As your departure and arrival airports are outside the EU compensation cannot be awarded.

I hope despite the difficulties encountered on this occasion; you will afford us the opportunity to welcome you on board our services for a more enjoyable experience in the future.