Emirates

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Maureen's complaint against Emirates

Maureen Boyle

01/01/2017

Incident with supported travel assistance

Complaint against Emirates

Due to me receiving urgent information on a medical matter, I had to change my travel arrangements and consequently booked a flight with Emirates booking ref: KVG6VJ 14th Dec 2016 EKMELAF. I informed the booking agent that I requested supported assistance with travel. I boarded flight EK421 from Perth Australia to Dubai on 24th Dec. On arriving at Dubai I preceded to the exit of the aircraft where I discovered that I would be required to dismount the steps of the aircraft. Just at the very moment of stepping on to the exit platform I fell back landing on my rear, and injuring my finger which the Air hostess then cleaned the blood and taped my finger. First I must also inform you that the reason form my assistance is I had an injury to my back 3 years ago resulting on my declined mobility. It would appear that the air stewardess had not been informed of my requirement for a wheel chair at the point of exiting the aircraft, hence the incident of me falling should not have happened. I was eventually transferred of the aircraft when the proper transport arrived to transfer me to the terminal in time for my connecting flight to Glasgow. This incident left me shaken, especially with thoughts of possible further injury to my back. Thankfully this was not the case, although I did suffer pain through the fall to my shoulder and arm as well as the injury to my finger. I would hope that you will address this incident when dealing with passengers who require transport assistant.

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