Emirates Group / Emirates.com Reviews & Complaints

Reported By: Leonie Graham

Contact information:
Emirates Group / Emirates.com

Dear Emerates representative,

I am writing to inform you of a poorly handled and potential dangerous situation in the hope that Emirates will review their policies and procedures to ensure that a similar situation will never happen again.

Sunday, the 27th of August I was booked on flight EK729 from Dubai to Entebbe. Once the aircraft was loaded, passengers were notified of a technical problem and delay ( this cannot be helped). As the aircraft’s air conditioning was on the general atmosphere inside the craft was comfortable despite the delay.

After some time passengers were informed that the time frame of the delay would be another two hours, therefore passengers were to be transferred to a lounge where they would be provided refreshments whilst the needed repairs were carried out. All passengers were told to disembark, taking with them their carry on luggage. Passengers were crammed onto buses to the point that it was difficult to find a secure place to hold onto whilst the bus was in motion and driven back to a terminal where once again passengers were checked and luggage X-rayed. A few of the first passengers through the process were given vochures for food however the majority were not, we were told to walk to gate b (no other directions were provided as to what direction to walk, the communication was very poor at best). Once at gate b passengers were hurried through and crammed back onto buses. The bus that I was on was the first to arrive back to the plane, the bus was packed to the point that the air conditioning was making little impact, it was a hot and stuffy environment. At that point all passengers were locked on the bus, in the sun with inadequate cool air supply whilst one of the drivers went onto the plane. The wait was approximately 5 to 7 minutes in terrible conditions: I thought I was going to pass out and by the time the bus doors were opened I was physically shaking and had a headache. Passengers were herded back onto the plane where I asked a hostess for 3 glasses of water, she kindly got me 5 which I drank at once along with 2 headache pills.
In short:
The entire process was futile, and at no point were passengers even offered a drink of water!
Whilst all staff were polite no one seemed to be aware of what the passengers were being put through; it was a rush, physically uncomfortable and left me sick and feeling irritated.