Emirates Holidays Misleading Information & Shockingly Unfair Refund Policy

I booked a trip to Dubai through the Emirates Holidays website — full package including flights, accommodation, and transfers. At no point during the booking process does Emirates Holidays clearly state that minors under 18 may NOT travel to Dubai unless accompanied by a parent ONLY - not consent with another adult or even a sibling - ONLY a parent.

The website is smart enough to prevent you from selecting a room where a minor is not sharing with an adult, but they are perfectly happy to accept tens of thousands of rands in payment without disclosing a crucial immigration rule that makes the trip impossible.

I have previously travelled internationally with a child who is not related to me, and with the correct consent documentation this has never been a problem. Globally, only four countries enforce this strict requirement that a minor cannot travel without a parent — not even with an adult sibling, guardian or authorised adult.

If Emirates holidays specifically operates with travel to Dubai, why do they not disclose this rule clearly before taking payment?? NOT on the website, NOT during the booking process, and NOT even in the visa section.

The visa-application system (via a third party - VFS) does require minors (under 18) to apply with a parent - but this is in small print on a separate document.

According to the consultant I spoke to, some travellers are even issued visas, only to be turned away and sent home upon arrival in Dubai because the child is not with a parent. This is absolutely unacceptable.

What is even worse is that Emirates Holidays then takes zero accountability for this lack of disclosure. They are fully aware of Dubai’s immigration rules, yet they hide this information — and when the traveller needs to cancel due to their non-disclosure, they offer only a 50% refund, because of the "option booked".

This is not customer service — it is daylight *******.

This will be the last time I ever book with Emirates or Emirates Holidays or recommend them. A premium brand should offer premium transparency.

Instead, they deliver hidden rules, denied responsibility, and financial loss for the customer.