What is going on with Emirates and Dubai airport?
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Join Date: Oct 2002
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What is going on with Emirates and Dubai airport?
This afternoon (7 March) my family and I had to travel back to Doha on EK843. Our appointments in Dubai finished early and we arrived at the airport at 11.45, expecting a quickish check in (yes, we were in economy), a spot of lunch and some shopping before the short hop home.
What transpired instead was a complete nightmare from a SLF point of view. Once we had navigated the security screening we were met with a scene of complete bedlam in the check in zone. There were in excess of 1000 passengers going in different directions with no explanation of where we should check in. We eventually managed to join a queue heading towards an entry point, after about 20 minutes we had moved about 10 metres when the Scottish cricket team (no I am not making this up) came through heading to the Special Services desk, pursued by another 50 passengers who then proceeded to try and push into our non moving queue. The cricketers then also had to rejoin our queue as no arrangements appeared to have been made for them. We counted a maximum of 10 check in desks open on the left hand side whilst the right hand side was full of angry Mancunians and Germans trying to check in at dedicated desks.
To cut a long story short we were hauled out of the queue and sent to an unstaffed desk where eventually someone turned up to check us in at 13.45, meaning a mad dash to reach the gate. To add insult to injury none of the travelators and only one escalator were working. No problems with the flight, except a short 10 minute delay but I have a number of questions to ask:
1. Is this a normal morning in DXB?
2. Where were the management or supervisors? Do they always disappear in this fashion?
3. From a Health and Safety point of view this would be a disaster waiting to happen - there were so many passengers in the hall that escape would have been difficult in the event of an emergency. What is the policy on this?
4. Do Emirates think it is acceptable for their customers to queue
2 hours to check in for a 40 minute flight? Or for that matter any flight? We are in 2004.
5. We gather from talking to Dubai residents that this is becoming the norm, the only thing to do is to turn up 40 minutes before the flight and hustle through - can anyone confirm this?
6. What arrangements would Emirates put in place for special needs/unaccompanied minors? I am fortunate that my two children are older and seasoned travellers but I would not like to imagine what it would be like for anyone with smaller children or special needs.
7. Is there a problem with the check in systems in place as each transaction took an inordinate amount of time?
8. Do Emirates realise what image they are creating to people who will leave Dubai forgetting the wonderful time they had and instead telling everyone they meet what a disastrous airport there is in Dubai?
9. How happy are Dubai duty free with this - we had no time to look at anything, along with just about everyone else, not good for their coffers I would think?
10. I cannot believe this was all due to fog as we were told, perhaps someone could clarify why Emirates could not inform us, have staff on hand etc. etc....?
11. Could the people responsible for this area travel to somewhere like LHR T4 and see how to manage check in - not perfect I know but some very good lessons if you are interested.
I am sorry to have a rant here but I hope I might get some sensible comment and perhaps touch a nerve within Emirates and Dubai Airport. I am more than happy to talk directly to anyone concerned - send me a PM.
One very unhappy Diver with angry Mrs Diver (no shopping) and
two angry mini Divers (no lunch, no shopping and everything else).
What transpired instead was a complete nightmare from a SLF point of view. Once we had navigated the security screening we were met with a scene of complete bedlam in the check in zone. There were in excess of 1000 passengers going in different directions with no explanation of where we should check in. We eventually managed to join a queue heading towards an entry point, after about 20 minutes we had moved about 10 metres when the Scottish cricket team (no I am not making this up) came through heading to the Special Services desk, pursued by another 50 passengers who then proceeded to try and push into our non moving queue. The cricketers then also had to rejoin our queue as no arrangements appeared to have been made for them. We counted a maximum of 10 check in desks open on the left hand side whilst the right hand side was full of angry Mancunians and Germans trying to check in at dedicated desks.
To cut a long story short we were hauled out of the queue and sent to an unstaffed desk where eventually someone turned up to check us in at 13.45, meaning a mad dash to reach the gate. To add insult to injury none of the travelators and only one escalator were working. No problems with the flight, except a short 10 minute delay but I have a number of questions to ask:
1. Is this a normal morning in DXB?
2. Where were the management or supervisors? Do they always disappear in this fashion?
3. From a Health and Safety point of view this would be a disaster waiting to happen - there were so many passengers in the hall that escape would have been difficult in the event of an emergency. What is the policy on this?
4. Do Emirates think it is acceptable for their customers to queue
2 hours to check in for a 40 minute flight? Or for that matter any flight? We are in 2004.
5. We gather from talking to Dubai residents that this is becoming the norm, the only thing to do is to turn up 40 minutes before the flight and hustle through - can anyone confirm this?
6. What arrangements would Emirates put in place for special needs/unaccompanied minors? I am fortunate that my two children are older and seasoned travellers but I would not like to imagine what it would be like for anyone with smaller children or special needs.
7. Is there a problem with the check in systems in place as each transaction took an inordinate amount of time?
8. Do Emirates realise what image they are creating to people who will leave Dubai forgetting the wonderful time they had and instead telling everyone they meet what a disastrous airport there is in Dubai?
9. How happy are Dubai duty free with this - we had no time to look at anything, along with just about everyone else, not good for their coffers I would think?
10. I cannot believe this was all due to fog as we were told, perhaps someone could clarify why Emirates could not inform us, have staff on hand etc. etc....?
11. Could the people responsible for this area travel to somewhere like LHR T4 and see how to manage check in - not perfect I know but some very good lessons if you are interested.
I am sorry to have a rant here but I hope I might get some sensible comment and perhaps touch a nerve within Emirates and Dubai Airport. I am more than happy to talk directly to anyone concerned - send me a PM.
One very unhappy Diver with angry Mrs Diver (no shopping) and
two angry mini Divers (no lunch, no shopping and everything else).
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I think you had a some bad luck today. Although waiting times can be long and yes, check-in is alway a big chaos in Dubai, 2 hours is not normal.
Whatever the reason for that was, is certainly was not fog, as there was none. Not today.
As you browse around this forum you see that there are more and more people complaining about Emirates and airport staff.
The writing is definately on the wall...
Whatever the reason for that was, is certainly was not fog, as there was none. Not today.
As you browse around this forum you see that there are more and more people complaining about Emirates and airport staff.
The writing is definately on the wall...
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Being a ground staff in DXB I can confirm that during the last week we have had 3 days when due to bad visibility (fog due to temperature changes) airport was closed for 3-4 morning hours causing disruption and chaos due to some 20+ EK inbound flights being diverted and delayed on turnarounds in DXB, not mentioning all the other airlines.
This was not the case today. Unfortunately I was not on duty this morning, therefore cannot comment what was the possible reason today, but it definately was not fog. Seems there is some misleading information.
As far as DXB Airport Shopping is concerned... on most cases this is the reason why passengers turn up late at the boarding gate causing delays for flight departure due baggage being offloaded etc. Hope you are not one of them
This was not the case today. Unfortunately I was not on duty this morning, therefore cannot comment what was the possible reason today, but it definately was not fog. Seems there is some misleading information.
As far as DXB Airport Shopping is concerned... on most cases this is the reason why passengers turn up late at the boarding gate causing delays for flight departure due baggage being offloaded etc. Hope you are not one of them
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Just recently had the pleasure/horror of flying Emirates from Dubai. I arrived well on time for departure only to find a massive line for check in and 5 departures all scheduled at 22:00. I counted 40 EK check-in counters with a little less than half operational. When we reached the counter we were told sorry no seats are available, although we were 1:30+ mins to depature and confirmed our seats the day before. Now I know that every carrier overbooks but me thinks Emirates is doing a little too much of it. There were so many people in line who were all very disappointed at this news after waiting over an hour to reach the counter. The station manager was really trying to cope with the situation that faced him and finally gave us seats at 21:40, albeit all separated. In addition, we had requested bassinet seats, for my 7-month-old, but these were not provided although we put in a request for them. We then rushed through immigration and got stuck in the security check that followed. Once we reached the underground tunnel there were no golf carts and we were now 5 mins to departure. So of we went walking the marathon. Finally reach the aircraft at 22:05. So, for the previous guy, we did no shopping and yet reached late to the gate. It was complete and utter chaos. I think Dubai airport authority needs to install some internal transportation system, the walks are just too long, especially for people with children or those requiring assistance.
And a little of topic - Whats with the traffic?. Traffic jams all over the place and construction zones all over town.
And a little of topic - Whats with the traffic?. Traffic jams all over the place and construction zones all over town.
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I'll defend Emirates on this one. Even though the foggy mornings have finished for the moment, the previous 3 or 4 days of fog, and resulting closure of Dubai, Sharjah and Abu Dhabi for 5 and 6 hour stretches had the EK fleet spread throughout the Middle East and some even diverted into Karachi. The schedules were completely destroyed and it took days to get things back to normal from what I understand. I have found personally that the 4 times I travelled back to Oz in the last 12 months with Emirates, I never waited more than 20 minutes to check in and all went smoothly.
So just because the day you flew there was no fog, does not mean the delays were not caused by the fog. Also remember that right now in Dubai there is the Tennis and the Golf Classic, so it is a peak time.
So just because the day you flew there was no fog, does not mean the delays were not caused by the fog. Also remember that right now in Dubai there is the Tennis and the Golf Classic, so it is a peak time.
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DesertDiver, suggest you write to Emirates Customer Affairs who may be able to provide some compensation and expalnation. Don't know the exact address, but if you send to them at PO Box 686 Dubai, it will find them.
The diversions are no excuse for what you described in the terminal.
The diversions are no excuse for what you described in the terminal.
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Emirates is undergoing well publicised massive expansion at the moment. This is leaving them short of pilots and cabin crew and I assume things are the same on the ground. Not enough dispatchers, check in staff etc etc. Hence it only takes a few days of fog delays and everything falls apart. The situation may well get worse before it gets better as I understand a lot of staff are just waiting to get their profit share before they head off to greener(!) pastures.
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We had fog (well below our current CAT I minimums) for 4 days in a row.
There were 1000's of pax stranded everywhere!
Diverted 89 flights over the 4 mornings (25 on the 5th alone).
No planes coming in, no people going out!!
Wonder what the scene would be like in LHR/CDG/AMS if they had the same weather conditions for 4 days in a row........
Mutt.
There were 1000's of pax stranded everywhere!
Diverted 89 flights over the 4 mornings (25 on the 5th alone).
No planes coming in, no people going out!!
Wonder what the scene would be like in LHR/CDG/AMS if they had the same weather conditions for 4 days in a row........
Mutt.
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Thank you for your comments, let me make it clear that I am not looking for any compensation, merely trying to bring my experience to the attention of those concerned so that it does not happen to others. If I have time I may write to Emirates but this is a more 'direct" route.
I work in a related industry that relies on airlines to bring people in and out of a destination in a reliable way. Yes, my industry messes up as well and yes we are not perfect but what really shocked me yesterday was the complete absence of any information, co-ordination or management. As I said in my first post Dubai residents have told us that this is a regular occurrence, as I will be moving there shortly I would like to know for sure!
Good discussion, if I really want to heat it up maybe I should ask what would have happened in Doha.....
I work in a related industry that relies on airlines to bring people in and out of a destination in a reliable way. Yes, my industry messes up as well and yes we are not perfect but what really shocked me yesterday was the complete absence of any information, co-ordination or management. As I said in my first post Dubai residents have told us that this is a regular occurrence, as I will be moving there shortly I would like to know for sure!
Good discussion, if I really want to heat it up maybe I should ask what would have happened in Doha.....
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Oh how stupid we must have forgot to order the Cat 3 option when we purchased the latest aircraft money can buy.Maybe it could be that airport equipment perhaps?Good lateral thinking verc.
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I may be wrong (not a clever pilot chappy) but I thought the biggest problem was not the landing (EK fly to CATIIIB?), but more a case of very low RVR (<50m) making the taxi off runway to gate rather ticky....maybe we do need that EVS installed in the A380!
