Emirates Airline President Sir Tim Clark has penned an open letter to customers following a week of operational challenges due to record storms in the United Arab Emirates. The storms, which brought the UAE its highest rainfall in 75 years, disrupted travel plans and caused significant operational difficulties for the airline.
Clark expressed sincere apologies to customers affected by the disruption, noting that the storm’s impact on the UAE’s infrastructure had made travel difficult for passengers, pilots, cabin crew, and airport employees alike. Despite facing challenges such as flooded roads and supply shortages, Emirates worked to prioritize customer care and operational recovery.
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During the storm, Emirates diverted dozens of flights and ultimately canceled nearly 400 flights, while delaying many others. To manage the impact on customers, the airline suspended check-in, embargoed ticket sales, and temporarily halted connecting passenger traffic through Dubai. Additional resources were deployed to assist customers, including over 100 employee volunteers at Dubai Airport and the distribution of thousands of hotel rooms, meal vouchers, and essential amenities.
Despite the challenges, Emirates has restored its regular flight schedules and rebooked stranded passengers. A task force has been established to handle the retrieval and delivery of approximately 30,000 pieces of left-behind baggage.
Acknowledging that the airline’s response was not flawless, Clark assured customers that Emirates had learned from the experience and was committed to improving its processes. He thanked the airline’s employees, suppliers, and partners for their efforts during the challenging week and reiterated Emirates’ dedication to meeting customer expectations and delivering on its “Fly Better” brand promise.
Clark closed the letter with another apology to customers and a commitment to continue working hard to provide excellent service.
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