“Patience and understanding” asked the chief executive of Emirates, Tim Clarkfrom the airline’s passengers for the inconvenience caused by the floods in the United Arab Emirates and the chaos caused at Dubai airport last week.
Hundreds of flights were grounded and thousands of customers stranded due to the rain.
“I would like to express our sincere apologies to any customer whose travel plans have been disrupted during this period,” Tim Clark wrote in a letter posted on the airline’s website. “We know our reaction wasn’t perfect. We recognize and understand our customers’ frustration with congestion, lack of information and confusion at terminals. We recognize that the long queues and waiting times were unacceptable,” he added.
The airline changed dozens of flights on Tuesday as the storm raged and “over the next 3 days we had to cancel nearly 400 flights and delay many more as operations continued to be hampered by staff and supply shortages,” it said.
Clarke said his staff was doing everything they could to deal with the unprecedented situation and that the airline “sent over 100 volunteer employees to take care of customers” prioritizing medical, elderly and other vulnerable travelers. The head of Emirates revealed that over 12,000 hotel rooms for customers in Dubai as well 250,000 meal vouchers. The airline has even more than 30,000 pieces of luggage to return to customers.
“We have formed a task force to sort, identify and return to their owners approximately 30,000 remaining pieces of luggage,” Clark said. “We will need a few more days,” he said, asking customers for “patience and understanding.”
As of Saturday, regular Emirates flight schedules have been restored.
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