Sir Tim Clark Issues Apology and Update to Emirates Customers Following Severe Weather Disruptions

Emirates President, Sir Tim Clark, extends a heartfelt apology to passengers affected by the operational challenges caused by unprecedented storms in the UAE, detailing efforts to restore services and support affected travelers.

 

In an open letter to all customers, Sir Tim Clark, President of Emirates Airline, has issued a sincere apology for the disruptions caused by the record-breaking storms that impacted the United Arab Emirates this past week, particularly affecting operations at the airline's Dubai hub.

On Tuesday, 16 April, the UAE faced its heaviest rainfall in 75 years, leading to significant operational challenges for Emirates. Despite maintaining the airport open, the severe weather conditions, including flooding and impaired road access, hindered staff and supply movements essential for flight operations.

As a result, Emirates was compelled to divert dozens of flights, cancel nearly 400, and delay many others over the following three days. The situation was exacerbated by staffing and supply shortages, prompting the airline to prioritize managing the immediate needs of impacted customers and stabilizing its operational schedule.

In response, Emirates took several critical measures, including suspending check-in for passengers departing from Dubai, halting ticket sales, and temporarily stopping connecting traffic through Dubai. This was aimed at reallocating resources and capacity to assist stranded passengers effectively.

Sir Tim Clark detailed the extensive customer care efforts, including deploying over 100 employee volunteers at Dubai Airport to support passengers, particularly those with medical needs, the elderly, and other vulnerable groups. The airline secured accommodations for disrupted customers, provided meal vouchers, and distributed essential supplies extensively.

As of Saturday, 20 April, Emirates has restored regular flight schedules. Efforts are ongoing to rebook passengers and deliver approximately 30,000 pieces of baggage left behind during the disruptions. Sir Tim Clark acknowledged that the airline's response had room for improvement, especially concerning the congestion and communication within the terminals.

"We are committed to learning from this experience to enhance our processes and ensure we continue to live up to our Fly Better promise," stated Sir Tim Clark. He also expressed gratitude towards the Emirates teams and partners for their dedication and continuous efforts under challenging conditions.

Emirates is asking for continued patience from its customers as it works through the backlog of rebookings and baggage handling. The airline remains dedicated to ensuring that all affected passengers reach their destinations and receive their belongings as swiftly as possible.

Sir Tim Clark's letter reaffirms Emirates' commitment to its customers and highlights the steps being taken to mitigate the impact of such unprecedented events in the future.

For further information and assistance, customers are encouraged to contact Emirates through their official channels or visit www.emirates.com.