The CEO of Emirates Airline, Tim Clark, issued a letter of apology to customers after historic rains caused record flooding and chaos at Dubai’s airport. Numerous flights were grounded, leaving thousands of passengers stranded. Clark acknowledged the frustration and lack of communication experienced by customers during this time. The flooded roads hindered the movement of passengers and essential supplies, leading to flight diversions and cancellations. The airline urged travelers not to come to the airport unless in emergency situations and halted check-ins and ticket sales.
Social media was flooded with complaints from customers about the lack of assistance from Emirates staff and the prolonged wait times at the airport. Passengers reported hours-long delays and difficulties reaching company representatives. Some travelers faced extended stays at airports, while others had to book their own return flights after being left stranded. Clark defended his staff, stating that they worked tirelessly to address the unprecedented situation. He highlighted the efforts made to accommodate disrupted customers, including providing hotel rooms and meal vouchers.
Emirates Airline managed to restore its regular flight schedules by Saturday after dealing with the aftermath of the severe weather conditions. Clark revealed that over 100 employee volunteers assisted disrupted customers at the airport, prioritizing those with medical needs and vulnerable travelers. Additionally, more than 12,000 hotel rooms were provided in Dubai, along with 250,000 meal vouchers. The airline still had to return over 30,000 pieces of left-behind baggage to customers, and a task force was organized to address this issue.
In his letter, Clark acknowledged the need for improvement in Emirates’ processes and thanked the staff for their efforts during the crisis. He expressed apologies to all affected customers and requested their patience as the airline works to clear the backlog of rebooked passengers and lost baggage. The CEO emphasized the dedication of employees from across the organization to restore operations and assist stranded passengers. Despite the challenges faced, Clark assured customers that Emirates is committed to enhancing their services and ensuring a smoother travel experience in the future.
