A few weeks ago I bought a redemption ticket from SIN - DXB - LGW for 120k points and upgraded the second leg to F for 39k.

I later cancelled this ticket because I bought a F ticket for the whole journey with cash instead. I rang Emirates and they assured me I’d get the points back.

The surcharges and 39k upgrade were refunded fairly quickly and I received confirmation the refund had been processed, but the 120k for the original ticket never was refunded.

I put in another refund request and received a response that the refund had been processed and no further refund was due. I rang Emirates again to explain that the 120k hadn’t been refunded and they said they wouldn’t do anything else until the 15 business day timescale for refund processing had passed.

The 15 working days, along with the flight has been and long gone and still no sign of the 120k points.

Contacting Emirates customer services hasn’t gotten me anywhere - can anyone advise if there is a specific number or email address that will get me through to someone who can help?

Thanks!

I would email the complaints team but mark it for the attention of the Skywards team, Explain you booked ticket x and points deduction in statement and the refund you have recieved. They can reinstate or re-issue miles, more than likely they will return but if they dont, keep emailing until they issue a deadlock at which point I would go to the UKCAA compaints process (I managed to get EK to agree a EU261 through them) or issue a claim to the value of the points.

Were those initial 120k points about to expire right after you used them, by any chance? Only reason I can think of why they wouldn't be refunded other than a mistake on EKs part

No, they had only been credited to the Skywards programme in March this year.

Thank you, I raised a complaint and only then did I get the points back.